What are my payment options?
We accept the following methods of payment:
Banktransfer: a bank transfer is when money is sent from one bank account to another. Please mention your order number and keep in mind that an international bank transfer might take a few days.
▶ IBAN: NL43ABNA0578185067
▶ BIC: ABNANL2A
Creditcard: we accept American Express, Mastercard, Maestro, and VISA.
PayPal: with a PayPal account you can shop in just a few easy clicks.
iDEAL: an online payment method that allows you to buy on the Internet using direct online transfers from your bank account. This method of payment is currently only available in the Netherlands.
Afterpay: an online payment method that allows you to pay for your online purchases after receiving them. This method of payment is currently only available in the Netherlands.
Fashioncheque: a gift card available in the Netherlands, Germany, and Switzerland.
Every time you place an order, you will receive a confirmation email. Sometimes confirmation emails are caught in spam or junk folders, so be sure to check there first. If it isn't there, contact us at email@example.com for assistance.
Do you have free shipping?
We offer free shipping on orders over € 99.
What are the shipping rates?
International shipping rates may vary depending on the country that we are shipping to. The cost for shipping is calculated and displayed on the checkout page before you complete your order.
What is the delivery time?
Delivery times vary according to your selected delivery address, availability of your items and the time of day you place your order.
How can I track my order?
As soon as your order is dispatched, we will send an email confirmation with a PostNL tracking link. Within a few hours, the link becomes active and you can track your order through each step of the delivery process.
Some email providers may route our emails to your spam or junk folder. Be sure to check these folders if you do not see the email in your inbox.
What happens if my package is lost?
Use your tracking number to check the status of your package. Your order may have run into some problems and will be delivered later than the expected delivery date, but this should be noted online.
If your package is still missing, then contact us and we will start an investigation together with the postal service. This might take some time and if your package can not be traced, then we will send you the same items, or you will be refunded.
Please note that returned items and return shipping costs are your responsibility until they reach the return address. Please keep a record of your return tracking.
Can I return or exchange my order?
If for any reason you are unhappy with your order, you may return it for a full refund or exchange so long as the item is in new condition (unused, unwashed, unaltered, undamaged). Return approval is up to our discretion based on these conditions.
Returned items and return shipping costs are your responsibility until they reach the return address. Please keep a record of your return tracking. A refund will be issued once we receive returned items.
You are responsible for the shipping costs involved in returning the item to us, unless specified otherwise. We will send the new item to you at our cost, though.
Are any items excluded from the returns policy?
Please note that for hygienic reasons underwear and socks are non-returnable. Items for shoe care and maintenance are also non-returnable and non-refundable, whether opened or not.
If you have a non-returnable item that arrived damaged please contact us at firstname.lastname@example.org.
What do I do if my item is faulty or damaged??
Although we do our best to ensure that we only provide the best quality, unfortunately from time to time faults can occur. In order to resolve problems as quickly and efficiently as possible, we kindly ask to contact us for the return and send the item(s) back to us with a detailed description of the fault.
We have to be able to check what went wrong with your order, so before returning any of the items, start by sending us an e-mail at email@example.com with a description (including clear pictures) of the problem. We will assess the damage and contact you from there to decide the course of action.
When will I receive my refund?
We will begin processing your refund once we have received your returned item(s). It can take up to 14 days for your return to be fully processed, from sending it back to receiving the refund. We will send you a confirmation email when your refund has been processed. Your money will automatically refunded to the payment method you used to make the purchase.
Please note that refunds do not include any shipping or handling charges. You are responsible for the costs of returning your items, unless we’ve sent you the wrong or damaged item.
If there is a problem with your refund we will contact you by phone or email.
I forgot my login or password, what now?
You can reset your password by receiving a password reset email. You can reset your password when you go to your ID account page and click “Forgot Your Password”.
If you don't remember the email address you registered with or no longer have access to it, please contact our customer service.