FAQ

Ordering and payment

Who am I buying from?

The Rock Werchter webshop is run by Live Nation Festivals NV, Blarenberglaan 3A, 2800 Mechelen, Belgium You can find all details in our Terms and Conditions.

Which payment methods can I use?

Bancontact and credit card. Payments are processed securely by Shopify Payments (powered by Stripe); we never see your full card details.

Can I change or cancel my order?

Email us as soon as possible at merchandise@rockwerchter.be with your order number. If your order has not been shipped yet, we will do our best to change or cancel it. Once it has shipped, you can still use your right of withdrawal (see Returns below).

Delivery and shipping

How much are the shipping costs and how long does delivery take?

Destination	Shipping cost	Delivery time
Belgium	€7.50	5 to 10working days after your order
Other EU countries	€15.00	5 to 10working days after your order
Outside the EU	On request	On request

Want your order shipped outside the EU? Email merchandise@rockwerchter.be before you order and we will send you a price. Import duties and taxes in your country may apply and are not included.

How is my order delivered?

We ship with bpost. Small parcels may be delivered in your mailbox; larger ones are handed over in person. You will receive a tracking link by email as soon as your order is shipped.

My parcel hasn't arrived. What now?

Check your tracking link first. If it shows no progress, or the delivery time has passed, email us with your order number. If your parcel is lost, we will send a replacement or refund you, whichever you prefer. You don't have to wait for bpost's investigation.

Can I collect my order at the festival?

Yes, you can pick up your order during festival days at the merch booth next to the main entrance. All info will be in you "ready for pick up" email.

Returns, exchanges and refunds

It doesn't fit or I changed my mind. Can I return it?

Yes. You can withdraw from your purchase within 14 days without giving a reason.

1. Let us know within 14 days after receiving your order. Reply to your order confirmation email, call us, or use the withdrawal form.
2. Send the products back within 14 days after letting us know. Keep your proof of shipment. Returns are not free.
3. Get your refund within 14 days after we receive the products. We refund the products to the payment method you used. 

You can try products on as you would in a shop. If they have been worn, washed or damaged beyond that, we may deduct the loss in value.

Defective products and guarantee

My product is damaged or defective. What can I do?

All our products come with a two-year legal guarantee. Email us within two months of noticing the problem, with your order number, a short description and a photo if possible. We will repair or replace the product free of charge. If that is not possible, you will get a price reduction or a refund. Return and shipping costs are on us.

The guarantee does not cover normal wear and tear, or damage from incorrect use or washing contrary to the care label.

Products and sizes

How do I find the right size?

Each clothing product page has a size chart with measurements in cm. 

Where and how are your products made?

All our clothing and accessories are designed in Belgium. They are produced in different counties. All certifications, e.g. OEKO-TEX and fair-labour standards are available.

Contact, complaints, privacy and accessibility

How can I contact you?

Email merchandise@rockwerchter.be. Please mention your order number. We aim to reply within 5 working days.

I'm not happy with how my complaint was handled. What now?

Contact us first so we can try to find a solution. If we can't resolve it together, you can turn free of charge to the Belgian Consumer Ombudsman Service (consumentenombudsdienst.be). If you live in another EU country, the European Consumer Centre in your country can also help.

What do you do with my personal data?

We only use your data to process your order, delivery, payment and any questions. Read our Privacy Notice for details and your rights.

I have trouble using the webshop. Can you help?

Yes. If something on the site doesn't work for you, for example with a screen reader or keyboard, contact us and we will help you place your order. Our Accessibility Statement explains how accessible the shop is and how to report a problem.