Shipping and returns
How long will I receive my package?
If ordered on a working day before 08:00, we will SHIP the same day! Note: this usually, but not always means that it is DELIVERED TOMORROW. Like any other webshop, we are dependent on an external carrier for delivery.
So take into account 1 to 2 working days from the shipping day for Benelux and 2 to 4 days for the rest of Europe.
Saturday and Sunday do not count as working days for the DPD or Bpost. They come to us to collect parcels from Monday to Friday, each time around 8.15 am. All orders placed on Friday after 8.15 am and during the weekend can therefore only be shipped on Monday.
The above information is an indication. Breaklight has no control over this from the moment of collection and, you will understand, cannot be held liable if a shipment is delayed due to the actions of the carrier (incorrect sorting, strikes, end-of-year rush, ...) and therefore deviates from above info. We will always keep you informed of this.
Will I receive a tracking code for my package?
The track and trace is automatically emailed by the carrier and by us. You will be kept informed with every claim in the delivery process.
It can take until late at night or the next morning before anything is visible. This is normal, your package first goes into a waiting area at the distribution center of Bpost, until it is scanned on the sorting belt. You will see this faster with DPD shipments.
Tip: Download the My Bpost app or the DPD app on your phone, really handy! this way you follow everything live.
Can I also have my package delivered elsewhere than at my home?
You can replace your delivery address in your Breaklight account. Very useful if you prefer to receive the package at work, send a gift to your friends or if you want your package delivered to your holiday address! You can also choose to deliver to one of the many collection points.
It is very useful if you have your parcel delivered via DPD, because they have a new service.
With Predict and live tracking, you will never have to wait for a package again. On the day of delivery, we will let you know exactly on the hour when we will come by. And with Live tracking you can see how many stops the driver still has to make before he gets to you.
You will receive a message from DPD on the day of delivery. It contains a time period of one hour within which your package will be delivered.
Do your plans change and you are not at home after all? Then you can easily adjust the time or place of the delivery online. You can also choose to have your package delivered to a Pickup parcelshop.
On the day of delivery, you can follow the package online thanks to live tracking. You can even see how many stops the driver still has to make on the map.
How can I track the progress of my package?
You can follow the progress of your package on the website of Bpost / DPD / UPS depending on your supplier choice). Enter the number of your parcel indicated on your Breaklight account.
I have not received my shipment ... what should I do?
Shipments are delivered within two to six working days. After a signature, the shipment will be handed over to the delivery address stated on your order form.
If you are not at home at the time of delivery, the delivery person will leave a message in your letterbox to notify you. You can then indicate on this note that the delivery person can deliver the package to your neighbors the next day. You can also contact Bpost / DPD to change the delivery address.
Several situations may arise:
1. If your package is listed as "return sender", our Customer Service will contact you upon receipt to resend your order or refund you.
2. If your package is listed as "delivered", this means that it has been delivered to the specified address.
3. If you have not received your parcel after 6 days and no delivery notification has been left with you, you can check the status of your parcel on the Bpost / DPD website.
What options do I have to return my package?
Are you not completely satisfied with your order or does it not fit and you wish to return it? No problem , because at Breaklight.be you have 14 days to change your mind. You can easily return thanks to our return portal, which guides you perfectly.
You can return in our warehouse in Ollignies (BE) or you can return via DPD / Bpost , this can be done in this way:
1. Go to our return portal and print your label: Print your return label here
Tip: Keep your order number or the track & trace code that you received from our carrier at hand. You have received this via email. Be sure to take a look at unwanted e-mails if you cannot find them immediately.
2. Pack and label carefully.
In order to guarantee your refund, the goods must of course be returned to us undamaged. So make sure that you pack carefully and then provide the shipment with the label that you printed via our return portal.
3. Bring it to a Bpost or DPD point
Then bring the shipment to the nearest post office or post point of Bpost or DPD. You choose where you want to do this in our return portal. The labels are postage paid by us. So you don't have to pay anything at the post point itself, which is very convenient. The settlement is afterwards if we should repay. You can choose from three options:
- Exchange : You can come and exchange in our warehouse in Ollignies or via Bpost / DPD . If you wish to exchange via Bpost / DPD , you must on the one hand return and on the other hand order again on our webshop. This for administrative reasons. In principle, you do not have to wait for the return to arrive before ordering your new item.
- The voucher : If you want to exchange your article for a different model or if you do not wish to place a new order at that time, Breaklight will send you a voucher by e-mail. This will be automatically suggested to you as a payment method on your next order.
- Refund : If you request this, Breaklight can refund your order. We will then credit it to your bank account within 14 days with the purchase amount of the returned item less any return costs.
Who pays the costs for return shipping?
Unfortunately, this is not free :-( We have to calculate this to be able to work profitably.
You can come and exchange or return for free in the warehouse in Ollignies . Via Bpost or DPD the costs for the return shipment are always borne by the customer. , being € 5.50
If you do not pick up a package within 2 weeks at the postal point, or you refuse it upon receipt, it will automatically be returned to us, even then the return cost is borne by the customer.
In accordance with EU legislation on the right of withdrawal becomes the initial shipping cost with a full return of the outward shipment (if paid) also reimbursed . In case of a partial return , the initial shipping cost of the forward shipment (if paid) is not refunded, as this cost is accounted for by the remainder of the order.
Costs for the return (s) will be settled with the refund.
If the reason for return lies with us because we sent you an incorrect or damaged item, the costs are of course for us. In this case, please inform us by email and add a photo of the problem.
Refund - After receipt and inspection of the goods for compatibility and new condition , we will refund you via the same payment method that you used at the checkout on our webshop. Our terms and conditions state that we will refund within 14 days, in reality it usually happens within 1-5 working days .
If the purchased item is not satisfactory, the customer can return the item within 14 days on the basis of the right of withdrawal.
If the customer retains the items he received for longer than 14 working days, he is deemed to have definitively purchased the relevant items.
Clothing items (costumes, hats and masks) can be returned on the basis of the right of renunciation, provided they have not been worn and are in an undamaged condition.
Some products that are provided with packaging can be returned if the packaging is intact. After opening or changing the packaging that completely or partially covers the article, the customer can no longer renounce the purchase.
Breaklight.be pays the full amount (excluding shipping and bank costs) back to the customer on the account number that must accompany the returned articles. The costs of return are in this case for the account of the customer.
The color of the delivered articles may differ slightly due to the photo quality or screen settings. This is not the basis for a free return.
Items that were specially ordered at the request of the customer cannot be returned.
If the goods are not collected at the post office or are refused upon delivery, and are therefore returned by post, a fixed amount of € 5.50 will be charged when reimbursing the returned goods.