Q&A

One small step for your wardrobe, one giant leap for sustainable fashion!


What services does Bellerose Second-Hand offer?

 

The Bellerose Second-Hand trade-in service allows you to sell your Bellerose clothes back directly to Bellerose. No need to look for a buyer, we'll take care of it for you! In exchange, you get credits to buy new or used items at Bellerose or Bellerose Second-Hand.

 

You don't have to sell your clothes in order to buy new ones. Beyond the trade-in service, Bellerose Second-Hand is the perfect platform for acquiring second-hand items with complete peace of mind. The site offers a large catalogue of quality clothes, whose condition is guaranteed by experts. It's an opportunity to get your hands on a piece you've missed in previous Bellerose collections!

 

How can I become a member of Bellerose Second-Hand?

 

The services of Bellerose Second-Hand are reserved for members.

Registration is open to all adults living in Belgium, France or the Netherlands.

 

To buy or sell items, you simply need to create an account by clicking on "Account" and then "Register".

You will also be asked to register when validating your basket or following the steps in our "Selling" procedure.

 

The trade-in service is limited to a maximum of 5 items per member over 30 days.

You can only have one Bellerose Second-Hand account.

 

 Your Bellerose Second-Hand account is separate from your Bellerose account.

 

What clothes can I sell at Bellerose Second-Hand?

 

Bellerose Second-Hand takes back your Bellerose ready-to-wear clothing (women's, men's, and children's) issued after 2012. This excludes all accessories, jewelry, underwear, socks, and shoes.

 

In doubt? Check the serial number of your garment in the "Estimate the value of my item" section.

 

Your item must be clean, intact, and perfectly functional. Make sure your garment has no holes, tears, stains, or odors. It must not have been altered in any way and must have all its original features.

 

To give every item of clothing the chance of a new life, we only accept items that fall into one of the following categories:

 

New condition: The item has never been worn and still has its original label.

Excellent condition: The item is like new, with no signs of wear or damage.

Very good condition: The item shows only minor signs of wear, invisible at 30 cm.

 

Bellerose Second-Hand reserves the right to redefine the condition of each garment sent after examination by our Quality Experts.

 

Rest assured: rejected garments will still be given a second life. They are given to an association specializing in textile recovery or are reused by a partner in an upcycling approach.

 

How much will I be paid for my item?

 

When you make your trade-in request, our simulator suggests a buy-back value of between 30% and 60% of the original retail price (including tax).

 

This offer is estimated according to the nature of the product and the condition you declare for each item. The value of your trade-in will be validated or adjusted if necessary by our Quality Experts following examination of the actual state of each item. 

 

The final amount will be credited directly to your Bellerose Second-Hand account within 15 working days from the date of receipt of your parcel in our warehouse.

 

 

PRACTICAL GUIDE: HOW TO SELL AN ARTICLE

 

Bellerose Second-Hand allows you to sell your Bellerose clothing directly to Bellerose. In exchange, you get credits to buy new or second-hand items at Bellerose or Bellerose Second-Hand.


 ONLINE TRADE-IN

STEP 1: GET A QUOTE FOR YOUR ITEM

 

Find out the best price for your Bellerose clothes in just a few clicks.

 

In the SELLING section, click on GET A QUOTE FOR YOUR ITEM:

 

Enter the serial number on the care label of your garment

Choose the color, size, and condition of your item

Find out the price that Bellerose Second-Hand can offer you

 

Our simulator automatically calculates the best offer for your garment. This is an estimation based on the condition you have indicated.

 

CONDITION GUIDE: Your items must be clean, intact, and functional, with no missing elements or alterations.

 

New condition: The item has never been worn and has all its original tags.

Excellent condition: The item is like new, with no signs of wear or defects.

Very good condition: The item shows only minor signs of wear.

 

The actual condition of each item will be checked by Quality Experts who will be able to confirm or requalify it if necessary.

 

Does the serial number on your item not work? At this time, we only take back Bellerose men's, women's, and children's ready-to-wear clothing. Accessories such as hats, shoes, socks, underwear, and jewelry cannot be returned.


 

STEP 2: VALIDATE YOUR OFFER

 

You can register up to 5 items for your first trade-in offer. Then you will be limited to a total of 5 trade-in items per 30 days.

 

You can easily add or delete a registered item from your summary.

 

To confirm your trade-in request:

 

Confirm your total offer in the summary.

Log in to your account or register.

Enter your address in Belgium, France, or the Netherlands.

Print the return label and the transfer label for signature.

 

And that's it for the online process!

 

Can't find your trade-in offer? You can access the summary of your registered items by clicking on SELLING - GET A QUOTE FOR YOUR ITEM and then selecting heading 2. VALUE

 

Can't validate your offer? Make sure you have stayed within the limit of 5 items per 30 days.

 

STEP 3: SHIP YOUR ITEM(S) FREE OF CHARGE

 

 

Now that your trade-in offer has been validated, all you have to do is send us your items. You have 15 days to drop off your parcel at a pick-up location, as indicated on your return label.

 

To benefit from free shipping and to receive your voucher quickly:

 

  • Sign the transfer label and slip it into your parcel!
  • Pack your items carefully, making sure that your parcel meets our carrier's criteria:
  • Package dimensions: the total sum of the length, width, and height must not exceed 120 cm.
  • Parcel weight: it must correspond to the advertised weight and not exceed 20 kg.
  • Stick the return label on your parcel
  • Drop off your parcel at a post office or carrier's drop-off point.
  • Don't forget to keep your stamped proof of shipment!

 

You can send several items in the same box using a single return label and keep your proof of shipment.

 

It is imperative that all your items are accompanied by a signed transfer label. Otherwise, we will not be able to process your payment by voucher.

 

Can't find your transfer label and/or return label? You can find them in the email we sent you when you made your trade-in request.

 

 

STEP 4: VALIDATE YOUR CREDIT

 

Once your parcel is on its way, you're all set, and we'll take care of the rest.

 

On reception, our Quality Experts check the condition of your items. If all the trade-in conditions are met, you'll receive an email notifying you of the credit transferred to your member account. You'll receive your credit as soon as your items have passed quality control.

 

You can then generate one or more vouchers to buy new items at Bellerose or second-hand ones at Bellerose Second-Hand.

 

IN-STORE TRADE-IN 

STEP 1: REQUESTING A MEETING

Members can request an in-store meeting at a Bellerose location of their choice through Second-hand.bellerose.be. Meetings can be scheduled up to 24 hours in advance and are available on Mondays and Thursdays, up to 30 minutes before the store closes. After submitting a request, the Member will receive an email confirmation from the store.

 

STEP 2: IN-STORE TRADING

At the store, the salesperson will welcome the member and register their pieces on Second-hand.bellerose.be to obtain an estimate of the trade-in value using an automatic calculator. To do so, the salesperson will inspect each item and evaluate its condition. The estimated value is based on various criteria such as type, material, condition, etc., and is automatically generated. The decision and amount will not be subject to negotiation. The Member is free to accept or decline the offer. If they accept the offer, the salesperson will ask them to sign the present CUV CGV.

STEP 3: CREDIT AND VOUCHER

The Member shall receive the amount of their Credit in the electronic wallet of their Member Account, accessible in the "Credits" section on the Website. This amount is credited only after the Articles have been validated by the salesperson.

The seller can generate a voucher instead of the member to use in the shop.

If the member does not wish to use their voucher in the shop, they can generate a voucher themselves from their member area to use online at bellerose.be or second-hand.bellerose.be.

PRACTICAL GUIDE: VOUCHERS

You've made a trade-in and received your credit? Congratulations! You can now transfer your credit to a voucher.

 

Vouchers are valid for 12 months from the moment you activate them.

 

They are divided into 2 categories:

 

1)    Vouchers for Bellerose.be and Bellerose shops in Belgium, France and the Netherlands

 

These vouchers are valid on all items on the www.bellerose.be website (including delivery costs) and in all Bellerose stores in Belgium, France, and the Netherlands. You can use them several times, on the site and in stores, until their balance runs out. They can be combined with one another and with other promotional offers. They cannot be used on the Bellerose Second-Hand website.

 

2)    Vouchers for Second-Hand Bellerose

 

Second-hand vouchers are valid on all items on the second-hand.bellerose.be site. You can only use them once, after which their unique promotional code will be deactivated, and the remaining credit will be lost. They cannot be combined with one another or with other promotional offers. They cannot be used on the www.bellerose.be website or in a Bellerose store.

 

Vouchers are not exchangeable or refundable. Under no circumstances can they be used on an order that has already been paid for.

 

How do I create a voucher?

 

Log in to your account and go to "Credits".

Click on "Create a voucher".

Choose how you would like to use your credit by selecting either :

 

  • A voucher to buy new items on www.bellerose.be or in a Bellerose shop: First-hand voucher
  • A voucher to buy second-hand items on the second-hand.bellerose.be website: Second-hand voucher

 

Enter the amount of credit you wish to transfer to this voucher.

 

For an order on Bellerose Second-Hand, we advise you to create a second-hand voucher for an amount less than or equal to the total of your order and delivery costs.

 

 

How do I use my voucher?

 

You can benefit from your voucher discount thanks to its unique promotional code.

 

On the official Bellerose website: enter the promotional code of your voucher in the "promotional code" section on the "Payment" page when making your purchase.

 

In a Bellerose store: give the promotional code of your voucher to the salesperson before paying for your purchases.

 

On Bellerose Second-Hand: enter the promotional code of your second-hand voucher in the "promotional code" section on the "Payment" page when making your purchase.

 

If the amount of your order exceeds the value of your voucher, simply pay the difference using one of the payment methods available on the website or in store.

 

Would you like to pay for a Bellerose Second-Hand order using only a voucher?

 

  • Confirm your cart by clicking on "payment" and continue as normal until you reach the shipping stage.
  • Select the shipping method of your choice: your order total will now be displayed.
  • Return to the home page by clicking on the "Bellerose Second-Hand" logo and access the "Credits" section in your account.
  • Generate a second-hand voucher for the exact amount of your order, postage included.
  • Return to your cart and enter the promotional code attached to your voucher in the "promotional code" section.

 

 

 

PRACTICAL GUIDE: HOW TO BUY AN ITEM ON BELLEROSE SECOND-HAND


How do I buy an item on Bellerose Second-Hand?

 

Bellerose Second-Hand lets you buy second-hand items without the hassle. The site offers you a large catalogue of quality clothing, whose condition is guaranteed by experts, at prices that defy all competition.

 

To give a new life to Bellerose-clothes that deserve it, you simply add them to your shopping cart and validate it by clicking on "checkout".

 

 

 

After that, all that's left to do is:

 

  • Create your account and/or log in
  • Enter your address in Belgium, France or the Netherlands
  • Enter your second-hand voucher promotional code (if you have sold items on Bellerose Second-Hand and have credit left)
  • Choose your delivery method: pick-up point (€7 incl. VAT) or home delivery (€9 incl. VAT)
  • Choose your payment method (credit card via secure connection, Bancontact/Maestro, Paypal or Apple Pay)

 

And that's it, your parcel will be delivered as quickly as possible! Thank you for your purchase!

 

 

How do I return an item purchased on Bellerose Second-Hand?

 

Returns are free of charge.
Following your purchase on the Bellerose Second-Hand website, you have 14 days from the reception of your parcel to return your item(s). We do not accept returns in stores.

 

Here are the steps to follow when returning your purchased item(s):

 

  • Log in to your account and go to "Orders".
  • Select the item(s) you wish to return, specifying the reason for the return
  • Download and print the return label
  • Drop off your parcel at a Post Office or at one of our partner carrier's shops. Don't forget to keep your stamped proof of shipment!

 

Due to the variability of our stocks, we do not offer exchanges for our second-hand items, only refunds for returns by post. We invite you to place a new order on Bellerose Second-Hand in order to purchase the item you want in another color or size.

 

 

QUESTIONS/ANSWERS :

 

 

MEMBER ACCOUNT

 

I can't buy/sell items without registering

 

Bellerose Second-Hand services are reserved for members who have duly registered on this site.

 

I can't connect to Bellerose Second-Hand with my Bellerose account

 

Your Bellerose account is distinct from your Bellerose Second-Hand account. It is possible that your login and password are different.

 

I would like to become a member but I do not live in Belgium

 

For the moment, Bellerose Second-Hand is reserved for residents of Belgium, France and the Netherlands.

 

I have forgotten my login/password

 

Your login is the e-mail address with which you registered.

You can retrieve your password by clicking on "Forgot your password?" and entering your e-mail address. You should receive an e-mail from Bellerose containing a link to recover your account. Remember to refresh your mailbox and check your spam!

 

 

TRADE-IN SERVICE

 

My item’s serial number doesn't work.

 

We currently only take back men's, women's and children's ready-to-wear clothing from Bellerose. Accessories such as hats, shoes, socks, underwear and jewelry cannot be traded in.

 

I want to sell an item that has been altered.

 

We do not accept items that have been altered, even if they still have their brand label.

 

I want to sell more than 5 items.

 

The trade-in service is limited to a maximum of 5 items per member over a 30-day period. You can only have one Bellerose Second-Hand account. If you wish to sell more than 5 items, you must do so in installments of 30 days.

 

I can no longer find the summary of my registered items.

 

You can find your trade-in offer and all your registered items by clicking on SELLING - GET A QUOTE FOR YOUR ITEM and then selecting heading 2. VALUE.

 

I can't validate my trade-in offer.

 

Check that you have stayed within the limit of 5 items over 30 days.

 

I no longer wish to sell an item.

 

If you have confirmed your trade-in offer but have since changed your mind, simply do not send the item you wish to keep. We do not return items once they have been sent to us.

 

Please be careful! Items already sent to us will never be returned. It will be traded-in according to the conditions of your offer or donated to an association if it is not accepted.

 

I've lost my return label and/or transfer label.

 

You can find them in the e-mail we sent you when you requested your return.

 

I forgot to sign and/or attach my transfer label in my parcel.

 

Please contact our Customer Service as soon as possible to find a solution. If your parcel has already been processed, your item cannot be recovered and will be given to an association specializing in textile recovery or reused by a partner in an upcycling scheme.

 

My return label is not accepted at the post office / drop-off point.

 

You have probably exceeded the 15-day period during which your free return label was valid. It is also possible that your parcel does not meet the delivery conditions (dimensions, weight, packaging) of our partner carrier.

 

I've missed the 15-day deadline to send my parcel.

 

No problem. If we do not receive your parcel, your trade-in offer will simply be canceled. There's nothing stopping you from starting a new trade-in request, as long as you don't exceed a total of 5 items over a period of 30 days.

 

My parcel is being held in the carrier warehouse.

 

It is likely that your parcel does not comply with the carrier's conditions of carriage. In this case, it is up to you to collect it from the carrier at your own expense.

 

My parcel is lost.

 

If the carrier has lost your parcel, please notify the Customer Services of Bellerose in order to initiate the procedure included in the insurance policy taken out with the carrier. Remember to keep your stamped proof of shipment!

 

I haven't received my credit notification.

 

We understand your impatience. You should receive your email within 15 working days of us receiving your parcel. After this time, please contact our Customer Service.

 

I have not received my credits in full.

 

Some of your items are probably still being processed. You will receive your credit in full as and when your items pass our quality control.

 

I've received less money than expected for my item.

 

You've probably overestimated the condition of your item. Our quality experts are here to estimate the real value of second-hand clothes. If your item is in one of the categories we accept, you will receive the credit that the site would have offered you for the condition it is in.

 

My item has not been accepted.

 

If our quality experts judge that your item is not eligible for trade-in, you will not receive any credit. The item in question will be donated to an association specialized in textile recovery or re-used by an upcycling partner.

 

I would like to retrieve an item I sent you.

 

We do not return items sent to us.

If you no longer wish to sell an item for which you have already requested a trade-in, you have the option of not sending it to us and waiting for your trade-in offer to be cancelled.

 

However, if you have already sent us an item, you can no longer retrieve it. If the item is accepted by our quality experts, you will receive the appropriate credit and it will be put up for sale on the site.

 

If the item however does not meet the trade-in conditions, you will not receive any credit and it will be donated to an association specializing in textile recovery or reused by a partner in an upcycling initiative.

 

In all cases, sending an item is considered final.

 

 

VOUCHERS

 

I can't generate a voucher.

 

If you have enough credit, you should be able to generate a voucher with a value between €1 and €200. If this is not the case, please contact our customer service.

 

My voucher doesn't work on Bellerose Second-Hand.

 

Only second-hand vouchers can be used on Bellerose Second-Hand.

The promotional code for a second-hand voucher is only valid once. After your order has been validated, any remaining balance on a used Second-Hand voucher will be lost.

Vouchers are only valid for 12 months from the day they were generated.

 

My voucher does not work on the Bellerose website.

 

Only first-hand vouchers can be used on the www.bellerose.be website and in Bellerose stores.

Vouchers are only valid for 12 months from the day they were generated.

 

I would like to switch from a first-hand voucher to a second-hand voucher.

 

Vouchers are not exchangeable. You can still use your voucher to buy items in the corresponding category.

 

I transferred too much money to my voucher.

 

Unfortunately, vouchers are not refundable under any circumstances.

If it's a first-hand voucher, you can spend it as you make your Bellerose purchases for 1 year from the day it was generated.

If it is a second-hand voucher, you can only use it once, also during a period of 1 year.

 

My voucher has expired.

 

Vouchers are neither exchangeable or refundable.

 

I don't have enough credit to pay for an entire order.

 

You can pay the difference using the payment methods offered on the Bellerose Second-Hand website, the Bellerose website or in our stores.

 

 

PURCHASES/RETURNS ON BELLEROSE SECOND-HAND

 

I would like to buy on Bellerose Second-Hand but I have nothing to sell.

 

You do not need to sell to buy second-hand items on Bellerose Second-Hand. You can pay for your order using the payment methods offered by the site.

 

I want to return an item.

 

You have 14 days to return an item once it has been delivered to you. Items must not have been worn, soiled or damaged. You are responsible for the cost of returns.

 

I would like to return my order in store.

 

We do not accept returns for Bellerose Second-Hand orders in our stores.

 

I have received a damaged item.

 

All our items have been examined by quality experts before being repackaged for sale. If you have received an item in poor condition, please contact our Customer Service with clear evidence and initiate a return procedure.

 

 

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