FAQ
Shipping
Where can I receive my order?
We ship within worldwide and you can choose the delivery address that works best for you, whether it be your home or work address.
How long will my order take to arrive?
Delivery times vary by destination.
- Deliveries within Belgium takes 2 to 5 working days.
- EU deliveries take 5 to 7 working days.
- Deliveries outside of Europe can vary by destination.
To track your order, we will send you a tracking number once your order has been fulfilled.
How much do I pay for delivery?
- Shipping within Belgium, The Netherlands & Luxembourg is free of charge when the amount is higher than 250,- euro otherwise 8,- euro will be charged.
- Shipping within Europe is 15,- euro.
- Shipping to outside of Europe can vary by destination.
Please note these delivery times are after being dispatched. We will dispatch orders from Monday to Friday, during the opening hours of our Antwerp boutique.
Find all information about our shipping policy here.
Returns and exchanges
What if it doesn't feel right?
If you are not entirely satisfied with your purchase and would like to exchange it for another product, we will cover shipping costs. However, if you wish to return the item altogether, please refer to our Returns & Exchange policy for guidance.
What if I receive a faulty or incorrect item?
At Lies Mertens we pay great attention to the quality of our products.
In the rare event that you receive a faulty or incorrect item, please contact boutique@liesmertens.be and include the following information:
- Order number
- Description of the problem
- Pictures of the faulty item(s)
We will provide a prepaid return label to cover your return fees.
Products
When will a product will be back in stock?
If an item you are interested in is out of stock, subscribe to our restock alert to be notified via email once it becomes available again.
We are not able to give a precise date of restock.
Where are your products made?
We vouch for the shortest supply chain possible and our entire product is made in Europe. The leather comes from Germany, Italy and soon the Netherlands. Our bags are handmade in Italy and Tunisia, where we work with families of experienced leather workers.
What do you do in terms of sustainability?
Our handbags are designed in Antwerp and handmade in Portugal and Italy. We design everything to last. Meaning we invest in quality leather and craftsmanship. Our sustainable practices, transparent production process and the daily strive for less and better in all dimensions is top priority for us.
You can find all information regarding transparancy here.
Personalisation
Is it possible to personalise my bag?
Yes it is! We offer an embossing service at our Antwerp store. We can emboss your initials on any Lies Mertens bag or accessory. Read more about it on our personalisation page.
Can I refund my embossed bag?
Once an item has been embossed it can not be returned. This is also the reason why we do not offer embossing online, in case you wish to return the item.
Can I emboss my entire name?
Our heat-press machine allows us to use up to 3 letters. That is why we generally emboss initials. If your name only exist out of three letters, it is possible.