FREE RETURN only in Belgium

FREE SHIPPING on orders over 60€ in Europe during Sales 🤍

Frequently Asked Questions

We have listed the most frequently asked questions so that you can get an answer directly!

How can we help?



What are the general Shipping rules ?

Upon confirmation by the bank of acceptance of the Buyer’s payment, Sweet Lemon shall process the order insofar as stocks last. Orders are delivered to the delivery address provided by the Buyer when ordering on the Site. 

Delivery of orders is handled by DPD, DHL, GLS or by the Belgian Post. Delivery times are likely to vary depending on the time of the Buyer’s order and the destination of the parcel. As Sweet Lemon has no control over such times, the payment of any penalties or compensation to the Buyer by Sweet Lemon shall not be accepted on such grounds. Conversely, the Buyer is entitled to cancel his/her order according to the terms laid down in Article 2–b of these GTCS. 

If, in spite of everything, it proves impossible to complete delivery or should you refuse to accept said delivery, the parcel shall be returned to Sweet Lemon. The products ordered shall be reimbursed (by crediting the debit/credit card used during the order) within twenty-five (25) days at the latest of return of the parcel to Sweet Lemon. 

If the parcel reaches the Buyer damaged or open, the Buyer must refuse to accept delivery by the deliveryman, pointing out the damage noted and filing a claim with him for the anomaly. All parcel deliveries accepted by the Buyer shall be deemed free of defects imputable to delivery. 

How much will the shipping cost ?

Belgium: Shipping is free above 75€

European Union: Regular Shipping is free (above 75€) and Express Shipping will cost you 10€

International Shipping: Regular Shipping will cost you 7€ and Express Shipping will cost you 15€

Do you ship to my country and how long will it take ?

We ship to Europe and to the rest of the world with Bpost, DPD or DHL. The indicated delivery time for the different regions is as follow:

·       Belgium : 1-2 working days 

·       Europe: 3-4 working days 

·       North and South America: 5-7 working days 

·       Africa: 6-10 working days 

·       Asia: 6-10 working days 

·       Australia and New-Zealand: 15-20 working days 

The delivery time is based on Sweet Lemon’s (1) handling time, the (2) shipping service, and when Sweet Lemon receives (3) cleared payment. It is possible that the indicated time above may vary depending of those elements.

Do I have to pay Clearance ?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

Customs clearance, if applicable (outside the EU), is operated by DHL / DPD / GLS before the physical arrival of the goods. 

How can I track my parcel ?

As soon as your order is packed, we'll send you a shipment confirmation email with the delivery informations. Our delivery partner will notify you (by email or text message) to help you track your order. Depending on when & where you ordered, tracking informations can be delayed.

Which Delivery couriers do you use ?

We use Bpost to send all of our Belgium orders.

Depending on where you are located and the type of shipping method you choose, we use national post, DPD or DHL

We reserve the right to use discretion in circumstances where it makes more sense to use an alternative delivery method.

What If I'm not home when it's delivered ?

DPD/DHL/Bpost will email you on the day of delivery. Should you be unavailable to sign for the parcel you can select, depending on your location, from a number of options including, collection from Depot, leave in a safe place, deliver with a neighbour.  If they attempt delivery and you are not available they will leave a card detailing how to proceed with regard to re-delivery or collection. They will usually re-attempt delivery up to 3 times before returning your parcel to us.

How do I know if my order was dispatched ?

You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.

You did not receive your parcel ?

If we are unable to deliver your package, according to your chosen delivery option, it will automatically be returned to Sweet Lemon. We'll keep in touch with you to organize a new delivery.

You can also always contact our support team at if you have any other questions.


What is the return policy ?

If you are not fully happy with the goods you have received, you can return them to us within 30 days of receipt, providing they are in original resalable condition. Unfortunately, we do not exchange items and we only proceed to refunds. If you wish to exchange, please make a new order on our website.

Once returned you will be entitled to receive a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition.


If you are not totally satisfied with your product, you can return it within 30 days. Unfortunately, we do not exchange items and we only proceed to refunds. If you wish to exchange, please make a new order on our website.

We provide you with a return label, so please keep this label and, if necessary, stick it on the parcel.

The cost of returns will be deducted from your refund.

Here are the different costs by country:

Belgium: FREE
France: 4€
Netherlands: 3€
Germany: 4€
Italy: 6€
Luxembourg: 3€
Poland: 6€
Spain: 5€

If you have any questions, please consult our terms and conditions or contact us.


Returns Terms and Guidelines

·  All returned items must be unworn, unwashed, complete with original tags and/or packaging if applicable.

·  We are not responsible for the return shipping costs of the items.

·  All Items must be in original, resalable condition.

·  Please make sure all returned items are well packaged, so as not to be damaged in the post.

·  Please make sure all return packages are sent with a trackable, insured service.We cannot take responsibility for items damaged or lost in the return transit.

·  If returned an item from outside Belgium, please clearly mark the package 'RETURNED GOODS', to avoid any customs charges.

·  Sweet Lemon is NOT responsible for any return custom charges made.

·  Please make sure that the returns form is enclosed with your goods, no form may result in your return not being processed.

·  Please refer to our Terms and Conditions for further information on returns.

What is the return process ?

Pack your items in the original plastic bag & box (we try to keep waste to a minimum).

(Please use the return label we provide in your parcel.)

To ensure the parcel safely reaches us, we recommend that you use pre-paid postage label which is included in the original packaging. Attach the label to the return parcel.

Responsibility for the returns is yours until the parcel reaches us. PLease remember to ask a proof of postage when dropping off the package at the delivery company (DPD, BPost ou GLS).

We make everything we can to proceed to the refund as fast as we can. However, the refund delay defers according to the payment method you used.

What is your return adress ?

Our Address is :

Sweet Lemon/Manexco

Avenue Thomas Edison 111

1400 Nivelles


How long will it be before I get a refund ?

We aim to process returns within 7-10 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.

Can you confirm you've received my return ?

We aim to process returns within 2 working days of receiving them. You will be notified by email once the return is complete.

We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

Should you have any queries about your return, please feel free to contact our Customer Services team.


Our secure payment System

To ensure the security of your bank datas, we work with partners we trust (Shopify, Stripe or PayPal). This means that your card details are processed with a very high level of security. To make card purchases with us as secure as possible all information is sent in encrypted form using SSL (Secure Sockets Layer). Meaning that the information is passed through a secure connection and that your card details cannot be read by external parties.

What payment method do you accept ?

You can use any of the cards listed below to pay for your order:

·  Bancontact

·  Ideal

·  Maestro

·  MasterCard

·  Visa

·  American Express

·  PayPal

·  Apple Pay

·  G Pay

When will I be charged for my order ?

The full cost of the order will be charged as soon as it is placed.

Is it safe to order online ?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each payment.

Des contrôles de sécurité sont également effectués sur toutes les transactions, afin de garantir l'authenticité de chaque paiement.

Product Care

How do I clean my shoes ?

Cleaning your shoes regularly gives them a longer life, so remember to wipe off mud, dust and dirt after wearing them. For suede you can remove dry dirt with a special suede rubber that brushes the surface gently.

How do I keep my shoes in good condition ?

Use shoe trees after you’ve worn the shoes and when you store them. It helps to keep their shape and also to dry them out. Just make sure the shoe trees are the correct size, and use a shoe horn when putting your shoes on so the back isn’t crushed.

Wet shoes should be dried slowly in a natural, warm environment. Avoid heat (no hair dryers, fan heaters or radiators) because it will dry out and weaken the leather which can lead to cracking. Simply fill them with newspaper to help pull out the moisture. Before the shoes have dried completely you can tuck in shoe trees to make sure they return to their proper shape. Remember to give them some love with shoe polish or spray (depending on the type of leather or suede) once they are dry.

What about leather shoes ?

We have leather soles on some of our shoes. Be kind to them and have your local shoemaker add a rubber sole if you plan to use them as everyday shoes in a cold, rainy or snowy climate. It’s also a good idea to check the heels for wear every once in a while and have them replaced if necessary.

Can I waterproof my shoes ?

New leather or suede shoes need to be treated before use so they are better protected against dirt and rainy days. Smooth and shiny leather should be conditioned with polish while a water repellent spray is the best choice for suede and dull leather.

How do I take care of my bag ?

From day one, protect your bag with a reputable cream. Remember to wipe with the grain of leather to avoid ruining it. Keep your bag stuffed while you’re not using it to help keep its shape better, and don’t leave it in direct sunlight because that could cause fading.

Do you have any other questions?

We will be happy to answer them !