How can we help you?
Here you will find answers to many topics, if you cannot find a solution or if your question is not there, you can contact us.
Click on the questions below to go directly to the explanation.
How do I place an order?
You place an order by adding an item to the shopping cart.
By clicking on the button “add to shopping cart” you place the item in the shopping cart. Now you can choose to pay immediately (view your shopping cart) or you can continue shopping first.
You can place your order with or without an account.
Immediately after ordering you will receive an order confirmation by e-mail. Did you not receive this email? Then it may have ended up in your unwanted mail/spam box. If you cannot find the e-mail here either, check whether your order is listed on the website under your account. Here are your orders and you can find the status. If your order is not listed here, please contact customer service.
What do I do if my payment has failed?
If your payment has not been successful, check that the amount has not been debited from your account. If it has not been charged, the order has not been paid and you can order it again. If the amount has been debited from your account, the payment has been successful and you will receive an order confirmation.
Why has my Klarna purchase not been approved?
If you choose Klarna, a check is first done to see if you can order for the selected amount.
During this check, Klarna looks at three factors, namely: your payment history, the amount, and in some cases external information from a credit bureau. It is a combination of factors that determines whether the purchase can be approved.
If it is not possible to pay afterwards, you can complete the order by choosing another payment option.
I paid with iDEAL but did not receive an order confirmation
Check whether it has been debited to your account. If nothing has been debited, the payment has not been successful. Then place the order again.
Has money been debited, but have you not yet received an order confirmation? Then we advise you to wait and view your unwanted mail/spam box. It can take up to a while before we receive the payment. If you have not received an order confirmation from us after an hour, please contact customer service. We can help you further with the help of your order number.
Is it possible to exchange items?
We do not exchange. If you want to receive a different size, you can order again via the webshop. If you are unsure about a size, you can check the size chart or contact our customer service. They will advise you which size is best for you.
When will my order be shipped?
Your order will be shipped within 5 working days. If your order has not been shipped within 5 working days, you will receive a message from us.
My package has not been delivered
If the package has not been delivered, first check where it is via the track & trace link in the e-mail with the shipping confirmation. Via DPD you can see where your package is.
If you have not received your package yourself, we advise you to inquire with your housemates and/or neighbors. Chances are that someone else has received your package. If this is not the case, please contact our customer service. customer service immediately. We will immediately start an investigation to find out where your package is now.
My package or item is damaged
Please contact customer service. We would like to receive the following information
- Name + order number
- Take a picture of the entire size/outside of the package, including the package label
- Take a picture of the opened package where the contents and the inner packaging in the package are clearly visible
- Take a picture of all the inner packaging that you find in the packaging
- Take a picture of the entire size of the item
- Take a close-up photo of the damage on the item
My order has been delivered incomplete
It is possible that an ordered item turns out to be out of stock when we process your order. Very annoying of course. If this is the case, you will receive an email in advance stating this. If you have not received an email and you still miss an item, please contact customer service.
If your question is not listed, you can contact customer service by email or by telephone +31 (0) 34 626 90 80. We are available by telephone on working days between 08.30 – 17.00.
Jeans – inch sizes
DNN – DYANNE
DB.01 Sneaker sizes