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Frequently Asked Questions

General

What is Re-loved?

Re-loved was launched by Ethnicraft in 2022 from a simple observation. As Ethnicraft grows, so does the amount of slightly worn showroom models, pieces damaged by transport or items with small defects in our warehouses.


These authentic Ethnicraft pieces are made of quality materials and deserve a new home. Using our in-house knowledge and expertise, Ethnicraft locally cleans, repairs and refurbishes each of these pieces before offering them a second life on www.re-loved.com.


Although you might still find some small flaws and imperfections, you will find these pieces to be just as warm and timeless as the regular Ethnicraft collection.



Products

What condition are Re-loved items in?

Each and every Re-loved item is processed and inspected within our Ethnicraft workshop. Items available on re-loved.com have been quality checked, repaired if needed, cleaned and then stored away in recycled packaging or in blankets. These products are not packed in their original packaging.  You will find that each individual piece has its own page where any flaws or imperfections are clearly indicated through the product description and images. 

In general, Re-loved products will fall under one of these three categories:

Excellent condition

    Refurbished and as good as new, you won't be able to tell the difference. Comes without original packaging.

Very good condition

    Refurbished but may still show minor dents, scratches or visible repairs that don't detract from the aesthetics of the piece. Without original packaging.

Good condition

    Refurbished items with multiple imperfections or visible repairs that don't impair the function of the piece. Without original packaging.


Is there a guarantee on Re-loved items?

Yes, we offer a 1-year guarantee on all Re-loved furniture.

How can I be kept informed of new product arrivals?

Sign up to our newsletter in the footer below to be kept informed on each product drop.
You can always find the most recently added products by filtering on 'Latest arrivals' on the Shop page.

Can I see a product before buying it?

  It is not possible to view a product physically before buying it, as all our products are packed away efficiently in our warehouse. Please check the individual product pages online to find very detailed information and pictures of each unique piece.

However, once your piece is delivered you have 14 days to decide to return a product, providing it is in the same state it was delivered in.

If you have chosen pick-up, you will have the opportunity to check your product before taking it home with you. You can still cancel the order at that moment, however you won't be able to look at other products that weren't in your order. If you are interested in another product, you will have to place a new order and book another pick-up timeslot online.  



Orders

What is your return policy?

You have 14 days after delivery to decide to return your product, providing it is in the same state it was delivered in. (Please note, this only applies to consumer orders, not professional orders with a VAT number.) We will then offer a full refund. You can choose to return the item yourself to our warehouse (located in Boom, Belgium), or to have it picked up for a fee (€66,55/m³ for Belgium, €78,65/m³ for the Netherlands & Luxembourg).

What types of payment does Re-loved accept?

Payments to Re-loved are securely processed through Stripe. We accept all standard credit cards as well as Bancontact debit cards.



Delivery & Pick-up

Where does Re-loved deliver?

We currently offer deliveries to Belgium, the Netherlands (except Friesland, Groningen, Flevoland, Overijssel and Drenth) and Luxembourg. For delivery costs, we refer to question "How much does delivery cost?". Don't hesitate to contact us if you live outside this area to see how we can help you.

Pick-up from our warehouse in Boom, Belgium, is free.

I want to pick-up my order myself. How does it work?

- During checkout, simply select the option "Pick-up".
- Select your date and timeslot in the next step.
- We welcome you every Thursday from 8 - 11.30am and from 12.30 - 6pm. Just make sure to book your timeslot in advance. Without this, our team won't be able to help you.

- During your visit, you will have the opportunity to check your product before taking it home with you. You can still cancel the order at that moment, however you won't be able to look at other products that weren't in your order. If you are interested in another product, you will have to place a new order and book another pick-up timeslot online.
- Make sure to bring moving blankets with you as our products aren't packed in their original packaging.


I want to have my products delivered. How does it work?

- During checkout, simply select the option "Delivery".
- Once your order is confirmed, we will contact you to schedule the final delivery date together.
- One day prior to delivery, our team will give you a 2-hour arrival window.
- We will deliver your furniture inside your residence in the first secure location next to the front door. An adult must be present to receive, help where necessary and sign off on delivery. Product assembly not included.

You will have the opportunity to check your product before keeping it. If you decide to return it, you will receive a full refund, but will be charged a return fee (€66,55/m³ for Belgium, €78,65/m³ for the Netherlands & Luxembourg).


How much does delivery cost?

We charge a standard delivery cost of €66,55/m³ for deliveries in Belgium. For deliveries in the Netherlands and Luxembourg, we charge a delivery cost of €78,65/m³. With a minimum of 1m³ per delivery. Your total delivery cost will be calculated and indicated during checkout.

What if I need to reschedule my delivery or pick-up?

Please contact us at least two days in advance if you need to reschedule your delivery or pick-up. Rescheduling within two business days of your scheduled delivery might incur additional fees.

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