FREQUENTLY ASKED QUESTIONS
Order
After you have placed an order, and we received it, you'll receive a confirmation mail. This ensures your order is being processed!
After completing your order, it will be processed for shipment in our warehouse as soon as possible. Once your order is in the shipping process, it no longer will be possible to modify or cancel your order.
If you wish to receive a different item, we recommend placing a new order.
If you no longer wish to receive your order, we recommend returning it.
Yes, this is possible. Please send an e-mail to our customer service at CS@poelmanbv.com with your order number. You will then receive your invoice.
If you have a complaint, we are happy to assist you! Please send an e-mail with your order number and complaint (including photos if necessary) to our customer service at cs@poelmanbv.com and we will contact you as soon as possible to get to a suitable solution.
Payment
You can pay securely using IDEAL, PayPal and your Master/Visa card.
At the moment, a payment afterwards is not possible with us.
Shipping & delivery
When we have received your order, you will receive a confirmation mail. Orders placed today, will be shipped the next business day.
The average delivery time is 2 to 5 business days.
We offer free shipping for orders over 50 €. For orders under 50 € shipping costs of 2.95 € will apply.
Yes, when we receive your order, you will receive an order confirmation. After your order has left the warehouse, you will receive an e-mail from the carrier with the tracking code, this will allow you to track your order every step of the way!
Through the tracking code, you can track your package. If the delivery driver has attempted delivery while you were not at home, your tracking code will show. You can also see what the delivery driver has done with your package after their visit, such as wheteher it's delivered at your neighbours, they will return at at later time or if the parcel has been dropped off at a nearby parcel point.
After completing your order, it will be prepared for shipment in our warehouse as soon as possible. Because your order is already further along in the shipping process at that point, it is unfortunately no longer possible to change your address.
We offer free shipping to your home for orders over 50 €. For orders under 50 €, shipping costs are 2.95 €.
The carrier for your package depends on the destination country.
- Netherlands > DPD
- Belgium > DPD
- Germany > DPD
- Italie > DPD/Bartolini
- France > Colis Prive
Returns & refunds
You can return your item(s) within 14 days and receive a refund. We only accept returns that haven't been worn and are returned in their original packaging.
Is the item too big, too small, or not to your liking at all? You can return your order within 14 days after receiving it. The costs for returning are 2.95 €
Send our customerservice an e-mail with your order number CS@poelmanbv.com and we will get you your return label!
When your return shipment has been processed, we will refund within 14 days. Always keep the shipping receipt and the tracking number until you have received the payment.
Other
We're sorry to hear you have a complaint! Of course we'd be happy to help. Please send an e-mail with your order number and complaint (including any photo's if needed) to our customer service at CS@poelmanbv.com and we will contact you as soon as possible.
Contact us by sending an e-mail to our customer service at CS@poelmanbv.com
Or use our contact form which you can find at our contact page!