FAQ

Orders & Shipping

Where do you ship to?

We deliver to many countries worldwide.
Simply enter your address at checkout to see if shipping is available to your location.

How long does delivery take?

Delivery times depend on your country.
You’ll find the estimated shipping time directly in our shipping overview before completing your order.

How much does shipping cost?

Shipping rates vary by destination.
All costs are displayed transparently at checkout — no surprises.

Can I return my order?

All orders can be returned within 30 days. Once we have received the returned order, the refund will be processed within 14 business days.

Which carriers do you use?

We work with trusted delivery partners such as DHL Express and GLS, depending on your region, to ensure your Filou pieces arrive safely.

Will I have to pay customs or import fees?

Orders within the EU come with no additional duties or taxes.
For deliveries outside the EU, local customs fees may apply and are the responsibility of the customer.

Orders

Which payment methods do you accept?

We offer a wide range of secure payment options, including:

  • Visa, Mastercard & American Express
  • PayPal
  • Klarna (Pay Later)
  • Apple Pay
  • SOFORT Banking
  • iDEAL & Bancontact
How do I find the right size?

Each product includes a detailed size guide.
We recommend measuring a similar item you already own for the best fit.

Can I cancel or change my order?

If you contact us immediately after placing your order, we’ll do our best to help.
Please note: once your order has entered processing, changes may no longer be possible.

Returns & Exchanges

What is your return policy?

We want you to love your Filou order.
If something isn’t quite right, you can return or exchange your items within 30 days of delivery.

What conditions must returned items meet?

Returned pieces must be:

  • unworn and unwashed
  • with all original tags attached
  • free of perfume, deodorant, or makeup traces

This helps us ensure every item stays in perfect condition.

Are returns free?

Return shipping costs are covered by the customer.
However, we cover the shipping cost for sending your exchanged item back to you
(excluding possible customs fees outside the EU).

Why do customers pay return shipping?

We aim to reduce unnecessary transport and packaging waste.
By handling returns this way, we support a more sustainable approach to fashion.

When will I receive my refund?

Once your return arrives and has been inspected, refunds are processed within 10 business days via your original payment method.

Our products

Why is there no GOTS certificate shown anymore?

At the moment, Baron Filou is not fully GOTS-certified, because not every production step is officially certified.
However, the cotton used in our products is still GOTS-certified organic cotton.

What if a product or size is sold out?

Some styles sell out quickly.
If your desired item isn’t available, simply join the waiting list on the product page — we’ll notify you as soon as it’s back in stock.

Contact

How can I reach customer support?

Our customer service team replies within 72 hours, Monday to Friday.

📩 Email us anytime at: contact@baronfilou.com

Weekend inquiries will be answered from Monday onwards.

I’m a retailer — how can I stock Baron Filou?

We work with a select number of retail partners worldwide.
If you’re interested, don't hesitate to get in touch with us at: wholesale@baronfilou.com

Include:

  • store name & address
  • VAT number
  • website or social channels
  • brands you currently carry