Frequently Asked Questions
What are your order preparation and shipping times?
Orders are typically processed within 1 to 2 business days. Shipping times vary depending on the carrier chosen and the destination.
Do you offer free in-store pickup (“Click & Collect”)?
Yes, in-store pickup is available free of charge. You can order online and pick up your items directly at RESERVOIR STORE, 43A rue Lesbroussart, 1050 Brussels, Monday to Friday from 12 p.m. to 7 p.m., Saturday from 11 a.m. to 7 p.m., and Sunday from 11 a.m. to 6 p.m.
Do you deliver outside of Belgium? What are the areas served and what are the shipping costs?
Yes, we deliver to Belgium, the European Union, and internationally, including outside the EU. Shipping costs are automatically calculated at checkout based on your delivery address.
If your country is not listed, please email us — we will explore the possibility of opening shipping to your market.
How can I track the progress of my order online?
After shipment, a tracking number is sent by email. You can use this number on the carrier's website to track your package.
Can I modify or cancel my order after validation?
Once an order has been validated and is being prepared, it is often difficult to modify or cancel it. Contact customer service promptly with any requests.
What is your returns and exchange policy (timeframes, conditions, possible fees)?
You have a legal period of 14 days after receiving your order to make a return. Items must be unworn, unwashed, and in their original condition, with their tags attached.
Before making a return, it is imperative to contact us to validate it .
Return costs are the responsibility of the customer, except in the case of an error on our part or a defective product.
Are sale or promotional items returned?
As a general rule, sale or promotional items are non-returnable unless defective. Check the T&Cs for any exceptions.
Are the stocks displayed online the same as those available in stores?
Online inventory may differ from in-store inventory. An item may be available in-store but not online.
What payment methods do you accept online and in store?
Online payments are generally accepted via credit card, Apple Pay, and Google Pay.
Are payments on your site secure?
Reputable sites use security protocols such as SSL encryption to protect payment information.
Do the prices displayed include VAT? May customs charges apply for deliveries outside the EU?
Prices displayed generally include VAT for deliveries within Belgium. For deliveries outside the EU, customs fees may apply and are the customer's responsibility.
Do you offer digital or physical gift cards?
Digital card : sent by email with a code to enter on the website during payment or to present in store.
Physical card : given in store, with a code to present at the checkout or enter online at the time of purchase.
How do I use a promo code or gift card at checkout?
During checkout, there is a field for entering a promo code or gift card number. Make sure the code is valid and applies to the items in your cart.
Do you offer an in-store consultation or personal shopping service?
Yes. Whether you need help finding an outfit, advice on a piece, or ideas for putting together a look, our team is available in-store to provide you with attentive and expert advice .
How to care for clothing and accessories purchased from RESERVOIR STORE?
Product labels provide care instructions. For additional advice, contact customer service.
How to contact your customer service (hours, phone, email, chat)?
For any questions, you can contact us:
By email at office@reservoir-store.com
By private message on Instagram @reservoirstore
By phone during our store opening hours
Where is the store located and what are your opening hours?
The RESERVOIR STORE store is located at:
43A Rue Lesbroussart, 1050 Ixelles, Brussels, Belgium
opening hours :
Monday to Friday : 12:00 p.m. – 7:00 p.m.
Saturday : 11:00 a.m. – 7:00 p.m.
Sunday : 11:00 a.m. – 6:00 p.m.
Do you work with local or responsible brands?
In the interest of responsible consumption, we work mainly with brands that have responsible and limited production.
In a spirit of curation, our stocks are voluntarily limited in order to guarantee quality and exclusivity.
How do I get gift wrapping?
When ordering, contact customer service to see if this is possible.
What if I receive a defective or incorrect item?
Contact customer service promptly to report the issue. They will advise you on the procedure for an exchange or refund.
Do product photos accurately reflect colors and materials?
Photos are generally taken to accurately reflect the products. However, variations may exist due to lighting or display settings.
How can I delete or modify my personal data in accordance with GDPR?
You have the right to access, rectify, or delete your personal data. Contact customer service to exercise your rights.
Can I purchase an e-gift card and have it sent directly to the recipient?
Yes, you can enter the recipient's email address to send them the digital gift card directly.