Shipping & Returns

Shipping and Returns Policy

Article 1. Shipping and Delivery

1.1 Products are only delivered in Belgium, The Netherlands, France and Germany through Bpost. When placing an order, the customer can choose paid shipping. The minimum delivery period is 3 working days, with an average delivery period of 5 working days.

1.2 After placing the order, the customer will receive a written confirmation (via email). Another email will be sent when the order is handed over to the courier service by True Cowboy Western Apparel.

1.3 Once the products are handed over to the courier service by True Cowboy Western Apparel, True Cowboy Western Apparel can no longer influence the delivery. Furthermore, True Cowboy Western Apparel cannot be held liable under any circumstances for deliveries that do not occur at the expected time. Delay in delivery does not entitle the customer to compensation or price reduction. In this case, the customer should contact the courier service. The same applies to the risk of damage or loss/disappearance of the ordered products.

1.4 The delivery address provided by the customer to True Cowboy Western Apparel is considered the place of delivery. Delivery addresses provided incorrectly are the responsibility of the customer and may result in additional costs.

1.5 If there is no one available at the customer's address at the time of delivery, the customer must follow the instructions of the courier service responsible for the delivery of the order.

1.6 True Cowboy Western Apparel reserves the right to make partial deliveries of the ordered products, for example, if part of the order is delayed or unavailable. In the case of partial delivery, True Cowboy Western Apparel will notify the customer within 3 working days from the date of the order.

Article 2. Cancellation of an Order Before Delivery

2.1 Cancellation of an order can be initiated by sending an email to info@storytellingagency.be. After canceling the order, the customer will receive a confirmation of cancellation via email, and True Cowboy Western Apparel will refund the amounts already paid to the credit or debit card used by the customer for payment.

2.2 Once a confirmation is received that the products have left the workshop of True Cowboy Western Apparel, the order cannot be canceled. In this case, the procedure as provided in Article 8 (withdrawal) should be followed.

Article 7. Right of Withdrawal and Refund

Right of Withdrawal

7.1 The Customer has a legal right to withdraw from the contract within a period of 14 days. The customer must inform True Cowboy Western Apparel of their decision to withdraw from the contract and request a refund. The customer is not required to provide a reason for the withdrawal. During the cooling-off period, the customer will handle the product and packaging with care. The customer will only unpack or use the product to the extent necessary to determine the nature, characteristics, and functioning of the product. The customer may inspect the product in the same way as they would be allowed to do in a physical store. The customer is only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the products.

7.2 The consumer has a period of fourteen (14) days, from the order of the products, to withdraw from the distance contract without giving any reason. The withdrawal must be communicated to True Cowboy Western Apparel in an unequivocal manner. This can be done by sending an email to info@storytellingagency.be. The risk and burden of proof for the correct and timely exercise of the right of withdrawal lies with the customer. The customer shall bear the direct costs of returning the products. The following rules apply:

• If the delivery consists of a single product, the period begins the day after the customer receives the product.
• If the delivery concerns multiple products that are delivered on separate days, the period begins the day after the customer receives the last ordered product.
• If the delivery concerns a product over a certain period, the period begins on the day following the day on which the customer received the first delivery of the products.

7.3 This right of withdrawal is only accepted for products received by True Cowboy Western Apparel in a condition identical to the original state and in their original packaging. Incomplete, damaged, or soiled returned products will not be accepted. In the case of unauthorized returns, True Cowboy Western Apparel reserves the right to reject future orders.

The customer may only withdraw from the contract if the products:

• Have not been worn, washed, or used in any other way.
• Are complete, and;
• Are equipped with their original labels.

7.4 If the customer decides to withdraw from the contract, the customer must notify True Cowboy Western Apparel within a period of 14 days after the customer has informed True Cowboy Western Apparel of the decision to withdraw from the contract. The customer shall return the order to the company, via the same method as the customer received the order. The customer shall return the product to the address of the headquarters of True Cowboy Western Apparel, with all accessories delivered, if reasonably possible, in its original condition and packaging. True Cowboy Western Apparel advises the customer to return the products via a reliable courier service. Furthermore, True Cowboy Western Apparel is not liable for the risks associated with the courier service responsible for the return of the products.

Refund

7.5 In case of withdrawal:

• True Cowboy Western Apparel will refund the amounts paid by the customer for the products upon receipt of the products. However, True Cowboy Western Apparel may reduce the refund to account for any depreciation of the products if such depreciation resulted from the customer handling the products in a manner that would not be permitted in a physical store.
• True Cowboy Western Apparel will process all refunds within a reasonable period after receiving the products. True Cowboy Western Apparel will refund any conforming withdrawal within a period of 30 days, up to the purchased net value, possibly after deducting transaction costs.
• The value of the returned products will be refunded to the credit or debit card used by the customer for payment.

Sale & Discounts

Products that are offered with discount are non-refundable and can't be exchanged for other sizes.