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FREQUENTLY ASKED QUESTIONS
How fast do you deliver?
All orders are shipped the same day on working days and 90% of Dutch orders are delivered to you the next day. Delivery takes a maximum of 3 working days. For Belgium and Germany, we maintain a delivery time of 3 to 5 days (UK: up to 20 days due to EU regulations)
I wanted to complete my order, but then suddenly an item was no longer available, how is that possible?
Oh how unfortunate for you, but our items are "live" linked to the stock in our warehouse, and when you have added an item to your basket it does not automatically mean that the item is reserved for you. Until you have fully completed your order (i.e. paid for it), someone else may order and pay for the item, even if it is still in your basket. If that is the case, you will receive a notification that the item is no longer in stock.
Can I add items to my order or have orders shipped together?
As long as you have not yet received an email notifying you that your order has been sent, it is often still possible to make a change or e.g. hold an order for a while to add an extra order. Of course, we process and dispatch paid orders as quickly as possible, so if you want to make a change, please contact our customer service as soon as possible.
I want to cancel my order, is that possible?
As long as your order has not been shipped yet, it is no problem to cancel the order. Even if it has already been paid (and therefore not yet sent), it is possible to cancel the order. We will then refund the full amount to you as soon as possible. Again, please let us know as soon as possible.
Can I order without creating an account?
Yes, you can. You do not have to create an account to place an order. If you do, you will enjoy the following benefits:
- Personal details such as name and address are automatically filled in by logging in. nice and easy
- You can add items to your wish list.
- You can track the status of your order(s).
Can I collect my order from your shop?
No, we do not have a physical shop where you can pick up your order and our warehouse is not set up to pick up your order either.
What is the return period?
We allow 30 days from receipt of your shipment. Returns are only accepted if the items have the original labels, are unworn and therefore unwashed, uncreased and still in their original product packaging. We can replace a plastic bag, but not a cardboard box. The cost of returning items is borne by the customer. You can find all information about returning one or more items here.
Do you also send items as a letter?
No, we do not, even if the items would fit in an envelope. All orders are sent with a Track & Trace and most just go as parcel post. Small items go via letterbox post. The contribution to the shipping & handling costs for all Dutch shipments (large or small) up to an order amount of €75 (NL) is always €6.50 (for BE and DE the contribution is €9.95 up to an order amount of €100).
The size I am looking for is no longer there, do you have new stock?
Our range consists of two parts. One part is our basic collection of underwear (and a few pyjamas) which we (almost) always have in stock. We restock these items regularly. However, most of our stock consists of seasonal collections and the rule is that we do not re-stock. Very occasionally, we can still place repeat orders during the season.
So if you would like to know whether new stock arrives of a particular item, please contact us on 0650-247857 (Mon-Fri from 09.00-18.00) or 24/7 by email [email protected].
My item looks slightly different from the picture. How is that possible?
The pre-production samples of articles in our shop are photographed. Sometimes changes are made during the production process that cause the article to differ from the picture. Therefore, our customers cannot derive any rights from the images because colour, print and cut may vary.
I have a complaint about a product
We are sorry if an item does not meet your requirements. Please contact our customer service immediately so we can discuss the best way to solve the problem. If it is a complaint about the quality for example, please send us an e-mail with a picture of the product you are complaining about. We can usually find a solution the same day, but if it takes longer we will get back to you within 14 days.
You have up to 30 days after receiving the order to check it for any defects and correctness. After this period, the sale is definitively closed.
I have a question about the size of an item
Don't hesitate to contact us by phone on 0650-247857 (weekdays from 09.00h - 18.00h) or via e-mail [email protected]. We will be happy to help you choose the right size.