Complaint / Inquiry

What can I do if there is a production error in the product I received?

Please fill in the Contact Us form providing the following information:

– Explanation of the defect,

– Order number,

– Name, color and size of the product.

N.B. If you used or washed the product and the tags are not on anymore we can’t refund you.

If you have a problem with your product we will try to help you as much as you can but refunds are not doable.

What can I do if I received the wrong product?

Please fill in the Contact Us form providing the following information:

– Explanation of the problem,

– Order number,

– Name, color and size of the product you ordered,

– Name, color and size of the product you received,

– Upload pictures in which we can clearly see the mistake.

What can I do if I didn’t receive a product?

Please fill in the Contact Us form providing the following information:

– Explanation of the problem,

– Order number,

– Name, color and size of the product you didn’t receive.

My question is still not answered.

If your question is not listed between or Frequently Asked Questions, please Contact Us.

Please make sure to provide your correct contact information such as e-mail address, name and order number, if your question is related to an order you placed on our website.

Orders

How do I create an account?

To create an account you can:

– Select at least an item in the store and put it in the shopping cart,

– Proceed to checkout,

– Fill in all your personal details,

– Select “Create an account?” and fill in a password in this section

N.B. Please keep in mind that you don’t need an account to order on our website.

You can order as a “Guest” anytime you want but you won’t be able to check your user history.

What can I order?

You can order only the items that are available on our website.

N.B. If something is not available, unfortunately it means that it’s not in stock anymore.

Where can I find a size guide?

To check the size guide you need to:

– Click on an item to open the description page,

– Right under the description of the product you will find the size guide.

N.B. Our sizes are in Centimeters (CM) and they are taken measuring the circumference of the spots described.

What is a Discount Code and how do I get one?

A Discount Code is a voucher we give to our customers to have some extra discount on the total cart.

To have one you can:

– Follow one of our athletes or ambassadors on Instagram or Facebook and you will find a 15% Discount Code on their page,

– Ask for a Discount Code when you return something following the Returns Policy,

N.B. We cannot give personal Discount Codes unless there is a good reason

How do I use a discount code?

To use a Discount Code you can:

– Select all the items you like,

– Go to your cart,

– Apply your coupon code in the “Coupon” section,

– You will see that the price will change and you can proceed with the payment.

N.B. It is possible to use only one discount code per order. It’s not possible to use percentage discount codes during sales.

Do I receive a confirmation email when I order something?

When you order something on our website you receive:

– An email that informs you we received your order,

– A second confirmation email informing you that your package will be shipped as soon as possible,

– An email from DHL with a track and trace code

N.B. Depending on your spam settings, our confirmation email could end up into your spam box or in a different folder.

If the confirmation email isn’t in any folder, you might have filled in the wrong email address.

In this case, please contact us providing your full name and address and we will give you more information about your order.

Do you ship to my country?

Please check the section Shipments

How much do the shipping charges cost?

Please check the section Shipments

How can I have free shipping?

Please check the section Shipments

When will I receive my package?

After a package is shipped, you will receive your package within 6 working days.

The delivery time depends on the country you live in.

You can read all the information in our Shipping section.

Can I use discount codes during a sale?

During sales it’s possible to use only personal discount codes with a specific amount.

If you have a percentage discount code, it’s not possible to use it during sales.

It’s not possible to use our 15% promotional codes during sales.

If we give special percentage discount codes, it’s not possible to use them on sale products.

If you have sale product(s) in your cart, it’s not possible to use special percentage discount codes.

I purchased item(s) in Pre-order / Pre-sale, when will I receive them?

As we are sold out very quickly and very often, we give our customers the opportunity to make sure they get their preferred sizes and colors prior to release.
Therefore, we offer PRE-ORDER (order prior release date to secure your size or color)/PRE-SALE (order prior release date to secure your size or color in sale price) for some items from our newest collection.
The estimated shipping date of the pre-order/sale items will start as per the information provided in the product description.
However, please note, that the arrival of pre-order/sale items to our HQ depends on many factors and based on these factors the shipping dates are subject to change without any notice.
If you have items in your order which are available for direct delivery they will be shipped together with your pre-ordered items.
If you would like your items shipped separately, we recommend ordering these items in separate orders.

How do I order?

To place an order you can:

– Select the product in the size you would like to order,

– Click on “Add to Cart”,

– Check your order in the “Cart”,

– If you have a Coupon, you can apply it in the cart,

– When you are sure of your order click on “Proceed to check out”,

– Fill in all your personal details,

– Select the Payment Method you would like to use,

– Click on “Place Order” and proceed with the payment of the order.

Which Payment Method can I use?

All our payments are processed via Mollie Payments.

The available Payment Methods are:

– PayPal,

– IDEAL,

– Credit Card,

– SOFORT Banking,

– Bancontact / Mister Cash,

– Belfius Direct Net,

– KBC/CBC Payment Button,

– Bitcoin

Why doesn’t the PROMO code work?

Promo codes are special codes offered via Newsletter and Social Media.

Promo codes cannot be combined with other codes.

Promo codes don’t work on sale items.

If there is at least one sale item in your cart, the promo code will not work.

If you would like to order sales items and new collections using a promo code, please place separate orders.

My question is still not answered.

If your question is not listed between or Frequently Asked Questions, please Contact Us.

Please make sure to provide your correct contact information such as e-mail address, name and order number, if your question is related to an order you placed on our website.

Retail / Cooperation

I would like to resell your products, what do I need  to do?

On the Resellers page you will find a reseller information form that you need to fill in.

We will get back to you as soon as possible.

N.B. Please keep in mind that our sales department takes care of reseller forms and that our customer service is not aware of the status of the requests.

I would like to cooperate with your company, what do I need  to do?

Please fill in our Contact Us form giving the following information:

– Name and Details of you and your business,

– Correct contact information such as e-mail address and phone number,

– Explanation of the cooperation idea you have in mind.

Our Customer Support will forward your message to the correct department and we will get back to you as soon as possible.

Returns

Can I return the products I ordered?

You can only if:

  • NOT washed
  • NOT worn
  • Original tags and labels are still attached
  • Send back within 14 days after you receive your package (delivery days are not counted in the 14 days)

Return Restrictions:

  • OUTLET items are not returnable
  • BOXERS are not returnable due to hygiene
  • THONGS and BIKINI BOTTOMS can be returned only if the seal is not broken (if the seal is broken we consider them as used)

You can read everything about returns in our Returns Policy

How do I return items?

To return products you can:

– Fill in the Return Form (we never answer to the return forms we receive),

– Print the form and put it in the package with the invoice you received with your order,

– When we will receive your package, our logistics team will check the items and send you an e-mail to inform you about it (it can take also up to 2 weeks to register your return from the item it was delivered),

– The store credit for your return will be provided within 2-4 business days from the time it was registered

– The refund for your return will be processed within 2-3 weeks from the time it was registered

If you do not fill in the Return Form, or include invoice or note in the package, we won’t know who you are and we won’t be able to contact you about the package we received.

What can I ask for when I return items?

You can return the products for:

  • Discount Code recommended if you wish to shop with us in the future or order another products (we provide a personal code in the value you have paid for the returned products + free shipping valid for 6 months) – processing time 2-4 business days from registering
  • Refund recommended if you do not wish to shop with us in the near future (we return the amount you have paid for the returned products) – processing time 2-3 weeks from registering

*please note, that RETURN FOR EXCHANGE is not possible for the orders placed after 31st October 2019.

What happens if I used a personal Discount Code and I ask for a full refund?

Discount Codes are not refundable.

If a personal Discount Code was used to pay for your order, you can still return the order and ask for a refund of the amount you have actually paid and a new discount code with the same value as the previous one.

N.B. This rule doesn’t apply to promotional codes of our athletes or any other promotional codes

Can I return underwear?

  • THONGS and BIKINI BOTTOMS can be returned only if the seal is not broken (if the seal is broken we consider them as used)
  • BOXERS are not returnable due to hygiene
  • OUTLET items are not returnable

How long will the Returns Process last?

After your Return Package is delivered to us, we will have to process it which may take also up to 2 weeks. Our logistics team will carefully check all the returned products and your return form and sort your return accordingly.

Once we are done with return process our logistics team will register it in our system send you a confirmation email.

If the products fulfill our Returns Policy, we will proceed further as per your return form specifications and provide you with store credit or refund.

The Confirmation Email from logistics department will give you detailed information about the Returns Process Time.

Processing time for Store Credit is 2-4 business days from the date registered.

Processing time for refund is 2-3 weeks from the date registered.

N.B. If we haven’t received your package yet, we can’t start processing your return.

Please check your tracking information before contacting us.

What is a Discount Code and how do I get one?

A Discount Code is a voucher we give to our customers to have some extra discount on the total cart.

To have one you can:

– Follow one of our athletes or ambassadors on Instagram or Facebook and you will find a 15% Discount Code on their page,

– Ask for a Discount Code when you return something following the Returns Policy,

N.B. We cannot give personal Discount Codes unless there is a good reason

What can I do if I didn’t receive a product?

Please check the section Complaint / Inquiry

What can I do if I received the wrong product?

Please check the section Complaint / Inquiry

What can I do if there is a production error in the product I received?

Please check the section Complaint / Inquiry

My question is still not answered.

If your question is not listed between or Frequently Asked Questions, please Contact Us.

Please make sure to provide your correct contact information such as e-mail address, name and order number, if your question is related to an order you placed on our website.

Shipments

Which company do you ship packages with?

International shipments are processed via DHL Express.

Domestic shipments (within the Netherlands) are processed via DHL Parcel.

When will you ship my package?

After we process and complete your order, our logistics will pack and ship the items within 1 working day.

When we ship the package you will receive an email from DHL Express with an Track & Trace code so you can follow your order.

N.B. During sales there might be a delay.

Can I change my shipping address after placing an order?

If you filled in the wrong address you can:

– Call us during office hours at the number +31 (0) 251 296226,

– Give us your order number,

– Explain your problem and give us the correct address.

We can change the address if the package is still in our warehouse.

If the package is already on its way, we have to contact DHL and there is no guarantee that the change will go through.

If you want to change your shipping address there might be a delay in the delivery.

N.B. If you send us a message via the Contact Us form, we might not read it on time. If you need to change your shipping address, it’s better if you call us.

What are import duties & how much will it cost me?

Every country has varying import duties attached to certain product types, and reasons for shipment.

We are unfortunately not responsible for covering any per country incurred import taxes.

We are working at expanding our Warehousing across the globe to provide faster shipments from local warehouses, without any possible import taxes.

Thank you for your understanding

I purchased item(s) in Pre-order / Pre-sale, when will I receive them?

As we are sold out very quickly and very often, we give our customers the opportunity to make sure they get their preferred sizes and colors prior to release.
Therefore, we offer PRE-ORDER (order prior release date to secure your size or color)/PRE-SALE (order prior release date to secure your size or color in sale price) for some items from our newest collection.
The estimated shipping date of the pre-order/sale items will start as per the information provided in the product description.
However, please note, that the arrival of pre-order/sale items to our HQ depends on many factors and based on these factors the shipping dates are subject to change without any notice.
If you have items in your order which are available for direct delivery they will be shipped together with your pre-ordered items.
If you would like your items shipped separately, we recommend ordering these items in separate orders.

When will I receive my package?

After a package is shipped, you will receive your package within 2-5 working days.

Please note, our carrier delivers usually within 2-5 business days, however, the shipping times can be affected by many factors (remote areas, conditions, customs process,..)

You can read all the information in our Shipping section.

Do you ship to my country?

To check if we ship to your country you can:

– Select one item and put it in the cart,

– Proceed to checkout,

– Open the “Country” section,

– Type the name of your country.

If you can select your country, it means that we can ship to your address.

N.B. It’s not possible for us to ship to Russia.

How much do the shipping charges cost?

To check the cost of shipping charges you can:

– Select one item and put it in the cart,

– Proceed to checkout,

– Open the “Country” section,

– Type the name of your country,

– On the right side of the screen, you will see “Shipping” and how much it costs.

 

If your order costs more than €100.00 you will be eligible for the FREE DHL Express Shipping.

How can I have free shipping?

If your order costs more than €100.00 you will be eligible for the FREE DHL Express Shipping.

We ship all our orders via DHL Express and free shipping option does not mean the shipping time increase.

If your order costs more than €100.00 and the Shipping costs are still calculated in the total price, please select “Free Shipping” on the right side of your cart.

Please note, our carrier delivers usually within 2-5 business days, however, the shipping times can be affected by many factors (remote areas, conditions, customs process,..)

N.B. Discount codes don’t apply to Shipping Costs.

My question is still not answered.

If your question is not listed between or Frequently Asked Questions, please Contact Us.

Please make sure to provide your correct contact information such as e-mail address, name and order number, if your question is related to an order you placed on our website.