FAQS

Have questions about purchasing from Belstaff? Simply click on any of the sections below to view answers to our frequently asked questions. Need further assistance? Contact our Customer Service team who will be happy to help you.

shopping online

Do I have to create an account to place an order online?

add

You do not need to create an account to place an order. Once you have added your chosen items to your shopping bag, select 'Guest Checkout.'
Please note that placing an order using 'Guest Checkout' will not allow you to track the status of your order through our website, but you will be able to track the shipment through our courier partners.

What are the benefits of registering for an account?

add

By creating an account with Belstaff you will be able to enjoy the following benefits through your account:

  • Track your orders and review past purchases,
  • Request a return directly from your account,
  • Be notified when new stock arrives,
  • Manage your account details, order history and email preferences.

Are there any other ways I can order from Belstaff?

add

Yes! If you would like to speak to someone who can advise you further on our products or assist you with placing your order, you can contact our Customer Service team by telephone, WhatsApp or email using the following details:

Telephone: +49 891 43770194
Email: customerservice@belstaff.com
WhatsApp: +44 1924 938080

If you would like a member of our team to contact you instead, you can complete our contact form here and a member of our Customer Service team will be in touch within 24 hours.

How do I check the status of my order?

add

You can check the status of your order at any time using the My Account section of our website. Just sign into your account and click the 'My Orders' tab.
All orders placed will be shown with the newest order first. Select the order from which you wish to view the status.

Can I cancel or modify my order?

add

It is not possible to modify an order after it has been placed, however, orders can usually be cancelled before they are processed by our fulfilment team. It is not possible to cancel an order after an item is packed and dispatched. After shipping you will need to follow the Returns process to send your item back to us for a refund.
To cancel an order please contact our Customer Service team and quote your order number, they will guide you through your options.

Can my order be gift wrapped or include a gift message?

add

At present we do not offer gift wrapping, but watch this space! We do, however, offer the opportunity to add a gift message at checkout.
All orders are packaged in a brown box with the Belstaff logo. Within the box the items are packed in tissue and, where relevant, shipped with a garment bag, a dust bag or a Belstaff box.

Can I buy a gift card?

add

Gift cards are not currently part of our offering, but this is something we may offer in the future. Please check back on this page, follow us on social or subscribe to our mailing list for updates.

How do I know if my order has been successful?

add

After submitting your order, the payment will pass through a security check. On successful completion of these checks, an order confirmation email will be sent to the email address provided at checkout.
Once the items have been packed and shipped with our courier partner, you will receive a shipping confirmation email with details on how to track your delivery. At this point payment will also be taken for your order.

payment

Is my payment information safe with you?

add

We go to great lengths to ensure your details are protected. Your transaction and payment information are directly handled under secure encryption by our payment service provider, in line with strict banking standards. Your credit card details are sent directly your bank and cannot be read or accessed by any other parties.

Can I save my card details for faster checkout?

add

Yes, you can. Simply create an account or sign into your existing one to add or delete preferred cards, for a quicker checkout next time you shop.

I have a promo code. How do I use it?

add

Lucky you! Promo codes are easy to apply and just need to be entered into the promotion code field during the checkout process. Every code is case sensitive so be careful to enter it exactly as provided. The reduction will be visible at checkout before you are asked to enter your payment details, so we suggest confirming the order total before proceeding to payment, to ensure the promotion was applied correctly.

I forgot to use my promo code when I ordered, can I add it now?

add

You'll have to wait for your next Belstaff purchase. Promotional codes need to be added during the checkout process and cannot be added once the order has been placed.

What currency will my order be charged in?

add

As you are purchasing from our DE site, your order will be charged in EUR.

Can I pay with multiple cards or in instalments?

add

No, you'll need to make your payment with a singular payment method. Payments cannot be split across multiple methods of payment and we do not accept payment in instalments. We do, however, offer Pay Over Time options via Klarna. You can find further details here.

When will my account be charged?

add

This depends on how you are paying for your order. For orders placed with a debit or credit card, a pre-authorisation hold is placed on the account when validating the order, which will be replaced by your full payment when your order is shipped. It's worth noting that on occasion we ship items from the same order separately, which can also create multiple lines of payment.
Orders paid for using PayPal, Amazon Pay and Klarna are a little different, and sometimes charged at the order confirmation stage.

Can I claim a tax refund on my online purchase?

add

No. Tax on purchases made online cannot be recovered within the European Union.

Are there extra fees because of Brexit?

add

No, our EU orders are fulfilled from our European fulfilment centre so no extra costs are incurred.

I paid using my credit card and was charged extra fees. Can you reimburse me for these?

add

Belstaff only charges the amount shown at the order confirmation stage. Extra fees incurred by your payment provider are not charged by us. Belstaff is therefore not liable for such fees and cannot reimburse them.

Why was my payment declined?

add

Often, this is because the billing address registered against your card does not match the billing address you provided with the order details. Checked this and still having issues? This can happen for several reasons. Please contact your card issuer and/or our Customer Service team here to get more details.

delivery

How much will I pay for delivery?

add

Belstaff offers a complimentary Standard delivery service via our partners DHL and DPD on all orders delivered to the EU.
Full information about our delivery options can be found on our Delivery page here.

Will I be charged any import taxes or duties?

add

No. All orders delivered within the EU are sent from our European fulfilment centre.

Where does Belstaff deliver?

add

From our DE site, we deliver within Germany only.
If you would like to send an item to any other location, please use our dedicated UK, EU, US, or ROW websites.

Can I collect my order in store?

add

At this time we are unable to offer a collect in store service in our Munich store, though we hope to have this service available very soon.

Can I send my order to multiple delivery addresses?

add

No. We can only ship your order to a single address. Please place separate orders for each delivery destination.

Can I change my address on an order I have placed?

add

We are unable to amend the delivery address on an order already placed. If your order has been placed within 24 hours it may be possible to cancel it and replace your order using another address. Please contact our Customer Service team to find out more.

My order has been damaged on delivery, what should I do?

add

If your order has been damaged on delivery, please contact our Customer Service team within 48 hours of delivery.

returns

How do I return an item I ordered from your website?

add

We offer complimentary returns on all orders made through our website. For a full explanation of the fast and easy returns process we offer in partnership with Rebound, please visit our Returns page here.

How long do I have to return my items?

add

We hope that you are delighted with every order you receive from Belstaff, but if for any reason you are not satisfied with the items purchased on our website, you may return them free of charge within 30 days of the order being shipped. More information can be found in our Returns Policy here.

Can I return items to a Belstaff store?

add

Yes. You can return products purchased online to any of our standalone stores. You won’t need the card you used to make the payment, just the invoice included with your order or, in the case of in-store purchases, your receipt. We will then process the refund, which may take up to 21 days to reach your account, depending on the payment method used for purchase.

Can I exchange an item I bought online?

add

We do not currently offer the option to exchange products purchased online.
If your item is unsuitable, please follow our complimentary Returns process to allow for your item(s) to be refunded, and place a new order for your desired size. The >Customer Service team is at hand if you need advice on size and fit or to place a new order.

product

How do I know I have purchased an authentic Belstaff product?

add

Genuine Belstaff items are distributed through our website, retail stores & outlets, and official stockists. Our Customer Service and Retail teams can advise if the retailer where the item was purchased is an authorised partner, and can as a result be considered genuine. If your item was not purchased from an authorised retailer we cannot guarantee their authenticity.
Belstaff invests heavily to monitor and legislate against any site or business that infringes on the brand’s trademarks. If you know of or suspect that a website or vendor is not genuine, please Contact Us and we will investigate.

How do I take care of my Belstaff item(s)?

add

Washing and care instructions are included within the Product Care section on each dedicated product page. For more detailed information on cleaning, re-waxing warranty and storage please view our dedicated Product Care page here.

Where can I have my Belstaff item repaired?

add

We offer both a repair and a rewaxing service within our standalone stores. Please take your item to any of our stores and the team will be able to help you. If you are unable to visit us in store, please contact our Customer Service team who will be able to advise on where to send your item for repair.