How long will it take before I receive my order?
Have you placed your order before 3 PM (CET*) on a business day? Then your order will be shipped the same day. If you placed your order after 3 PM (CET*), it will be shipped the next working day. As soon as your order has been sent, you will receive a shipping confirmation email with a tracking number. Keep in mind, that the delivery may take longer during the holidays and during our sales periods.
*Central European Time
How much does it cost to send a package?
In the table below, you will find the shipping costs, courier service and the estimated delivery time per country.
Australia A$40.00 (FREE for orders over A$250) UPS Austria €9.95 (FREE for orders over €250) DPD Belgium €4.95 (FREE for orders over €100) DPD Bulgaria €25.00 UPS Canada US$24.95 (FREE for orders over US$250) UPS Croatia €25.00 UPS Cyprus €25.00 UPS Czech Republic €14.95 (FREE for orders over €250) DPD Denmark €9.95 (FREE for orders over €250) DPD Estonia €25.00 UPS Finland €9.95 (FREE for orders over €250) DPD France €9.95 (FREE for orders over €100) Colissimo FYR Macedonia €25.00 UPS Georgia €25.00 UPS Germany FREE shipping DPD Greece €25.00 UPS Hungary €25.00 UPS Iceland €25.00 UPS Ireland €16.95 (FREE for orders over €250) DPD Italy €14.95 (FREE for orders over €250) DPD Latvia €25.00 UPS Lithuania €25.00 UPS Luxembourg €8.95 (FREE for orders over €100) DPD Malta €25.00 UPS Turkey €25.00 UPS Monaco €14.95 (FREE for orders over €250) DPD Netherlands €4.95 (FREE for orders over €100) PostNL Norway €24.95 DPD Poland €4.95 (FREE for orders over €100) DPD Portugal €14.95 (FREE for orders over €250) DPD Romania €25.00 UPS Russia €40.00 UPS San Marino €25.00 UPS Slovakia €25.00 UPS Spain €19.95 (FREE for orders over €250) DPD Sweden €11.95 (FREE for orders over €250) DPD Switzerland €29.95 DPD the United Kingdom £8.95 (FREE for orders over £150) UPS the United States $25.00 (FREE for orders over $250) UPS
How do I know if my order has been placed?
After placing an order with marlies|dekkers you will receive a confirmation email. Also, you can find your order history in my account section on our website (only applicable if order was placed when logged in).
Should you have not received confirmation email but your payment method has been charged, please keep calm. Often the reason for this is a misspelling in your email and Customer Service will be able to swiftly help you. Please contact us here. Back to top
I have received a shipping confirmation without a tracking number. What should I do?
Sometimes errors may occur in our system but that does not mean that something is wrong with your order. If you have received a shipping confirmation without a tracking code, please check your status via order tracking. If the tracking code still does not appear, please contact us here. Back to top
What should I do if I have received a wrong item(s)?
Can I change or cancel my order?
It is NOT possible, unfortunately. Once you have placed your order, it is no longer possible to change or cancel it. You can return the ordered items to our warehouse or exchange them in one of our marlies|dekkers stores. Read here more about returning or exchanging in one of our marlies|dekkers stores. Back to top
What should I do if my address is incorrect in the confirmation mail?
If your order has not been processed and shipped, your address can be still adjusted and we will be glad to assist you. In case your order is already out for delivery we no longer can adjust it in our systems nor in our courier’s systems. Then it is best to contact the carrier directly. Most carriers will allow you to submit a change. Back to top
What should I do if my tracking number indicates that my package has been delivered, but I have not received my order?
We are sorry to hear that you have not yet received your order. Verify whether the package has been delivered to any of your neighbors. If not, then please contact us at your earliest convenience. We will send you a form to confirm you did not receive the parcel. In case location of the packing cannot be verified the carrier will be asked to open an investigation. In the meantime, we will offer you a suitable solution. Back to top
What should I do if my order tracking code status has a status returned to sender?
Usually, this happens if your address was not correct or the carrier tried to deliver the package unsuccessfully. If this is the case your package is returned back to our warehouse. We will always contact you directly after we received the package in our warehouse. Back to top
What happens if I am late to pick up my package at the Parcel shop?
Your package will always be sent back to our warehouse. Our carriers hold your package for a maximum number of days in the parcel shop. For example, Post NL holds your package for 14 days and DPD for 7 days. Would you like the package to be sent again? Then please contact Customer Service Back to top
How can I trace my order?
Fill in the form below:
Check An Order
See your order even if you are not a registered user. Enter the order number and the billing address zip code.
How can I return my order?
Follow the steps below to return your package:
1. Mark the items which you want to return on the return form.
2. Stick the enclosed return sticker on the shipping box over the old return shipping sticker. Note this is not a shipping label.
3. Ship the package back to our warehouse with a courier of your choice. We strongly advise obtaining a tracking code. Please note we do not offer free returns, return costs are at your own expense. Back to top
What are the return conditions for returning my order?
• The returned products must be in their original packaging
• The returned product may not be worn, washed or damaged.
• The original package and any other accessories must be included in the return.
NOTE: Gift boxes and wash bags cannot be returned.
We recommend you to check what is inside your package. Does the package not match your order? Please contact us. Back to top
Are the return costs refunded by marlies|dekkers?
No, return costs are not refunded by marlies|dekkers. The return costs are at your own expense. If you would like to avoid return costs, you can return and/or exchange your order in one of our marlies|dekkers stores for free. Back to top
When do I have to return the items purchased on our marlies|dekkers?
If an item does not meet your expectations, you can return it to our warehouse at your own expense within 30 days of purchase. Back to top
Is it possible to return two orders in one box?
Yes, you can return multiple orders in one box. Make sure to include all return forms within the box. Back to top
I did not received a return form. What should I do?
To which address can I return my package?
You can return your package to:
MARLIES DEKKERS WEBSHOP RETOUREN
7575 BC Oldenzaal
Nederland Back to top
Can I return my order in one of the marlies|dekkers stores?
What do I need to bring to the marlies|dekkers store if I want to return my order?
• The return form (you can find this in your order box)
• The shipping box (you can re-use the original shipping box)
• The invoice (you can find this in your email) . Back to top
Do I receive a proof of the return in the marlies|dekkers store?
Yes, you receive a proof per e-mail. The store will send your return to our warehouse. As soon as your return has been processed you will receive a confirmation by email. Keep in mind that the process of your return and refund can take up to 7 business days. Back to top
Can I exchange an item (online)?
It is not possible to exchange an item online. You can return an item and order again. You can exchange an item in our stores. Keep in mind, the stock may vary per store.
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How can I pay?
BCMC (Bancontact card) (Belgium)
Carte Bancaire (France)
Ideal (The Netherlands)
Some payment methods may not be yet available in your country.
We use Adyen payment services for the processing of payments. Adyen is one of the leading Payment Service Providers, treating your private data with the highest standards of security. This page is located on a separate secure server that will handle your information with the highest confidentiality and accountability. After you click the "continue" button in the checkout you will be taken to the Adyen page, from where you can pay with your preferred payment option. Back to top
How is it possible that an item is sold out when I come to the payment page?
The moment you add an article to your shopping bag, it will be reserved for you. Unfortunately, there is a slight possibility that another customer buys the last article before you proceed to the checkout. Our Customer Service team can provide you with any information you need about the availability of a product, making sure if the product is still available, perhaps at another location. Back to top
How long does it take to receive my refund?
After our warehouse has received your return, it will take up to 14 business days until you’ll receive the refund on your bank account. You will receive a confirmation email directly after your return is processed. Back to top
Are the return cost refunded by marlies|dekkers?
No, return costs will not be refunded by marlies|dekkers. We advise you to keep the proof of the return with a tracking code. Back to top
How will I receive my refund?
The refund amount is always transferred to the original payment method which you have used to place the order.
Should you use multiple payment methods, refund will be made respectively to the same payment methods used when placing the order. When returning an order placed with a gift card, the amount purchased is refunded on the gift card. In case you have thrown away the gift card, please contact us. Back to top
How do I keep my lingerie beautiful as long as possible?
We always advise washing your lingerie in a washbag. Before you wash your lingerie, always check the wash label. You can read our care instructions for more information about washing your lingerie. Back to top
I received an email about an article not being in stock after completing my order. How is that possible?
Unfortunately discrepancies may occur in our stock. Our apologies for this inconvenience. Should any articles who order not be available, we will ensure that the amount charged for the article(s) automatically refunded to your original payment method. If you did not receive a refund after five business days, please contact us. Back to top
When will I know when an article will be back in stock?
Hit the “notify me” button. You can recognize this button on the envelop symbol next to your size in our webshop. We will surely notify you as soon as this article is back in stock. Back to top
Does marlies|dekkers offer a product guarantee?
Yes. The marlies|dekkers webshop uses a warranty period of 9 months after purchasing the product. Back to top
I have a complaint about my purchase. What can I do?
Do you have a complaint about a product you purchased in a multi-brand store (not a marlies|dekkers store)?
We advise you to contact the store where you bought your product(s). They will assist you further. Back to top
I am not sure what size I have. What can I do?
Our online Fitting Room provides tips to finding your correct size and fit. You can also book a free Fitting Session in one of our marlies|dekkers stores. Our fit experts will help you find your perfect size and fit. Do you prefer instant advice? You can contact us by telephone or chat. Back to top
I am not sure which shape is suitable for me. What can I do?
Every type of breast is different. This means for each type there is a different shape. In our Fitting Room we explain what every shape may do for your breasts. You can also plan a free Fitting Session in our stores. Our Fit Experts will help you find your perfect size and fit. Do you prefer instant advice? You can contact us by telephone or chat. Back to top
I received a coupon code. How can I use it?
Open your shopping bag and fill in the coupon code at ‘’Fill in a coupon code’’ field. We advise you to copy and paste the coupon code to prevent mistakes with capital letters and or spaces. Once your coupon code is filled in, click on the button ‘’Apply’’. Your discount will be applied immediately. Back to top
My coupon code does not work. What can I do?
If your discount code does not work, please verify if your order and discount code meet the followings conditions:
- Is the code valid for the items that I want to order?
- Is the code valid on the total amount?
- Is the code expired?
- Did you use the correct code?
- Is the code not valid with other promotions/sales, if applicable?
If you are unable to apply your coupon code and you cannot reach us outside business hours or during the weekend, we advise you to wait when completing your order. We are not able to provide any discounts or promotions after an order is completed. Contact us, and we will resolve your doubt as quickly as possible. Back to top
Before you make use of your gift card, you must activate this via our gift card activator. We want to remind you to not throw the gift card away! If you are to return your items, the purchase amount will be refunded to the gift card. Back to top
How can I use my gift card online?
1. Activate the gift card with your activation code via our gift card activator. You should have received the activation code in your email 24-48h after the purchase of the gift card. If you haven’t received the activation code within three business days, verify if this code is in your spam. If you did not receive the code, please contact us;
2. At "Check your balance" you can view the amount on your gift card. If the amount is not visible, the card is not activated yet;
3. Add the items in your shopping bag;
4. Go to the checkout and fill in your address information at step 1. At step 2 you choose the payment method - GIFTCARD. Follow further the check out.
(ONLY APPLICABLE FOR GIFT CARDS BOUGHT ONLINE, cards bought in our stores are already activated) Back to top
When will I receive an activation mail?
To prevent theft, you will receive an activation mail within 24 to 48 hours. With this activation mail you can activate your gift card directly via our gift card activator. Did you not receive the activation mail within 48 hours? Verify if this mail is not in your spam box. If so, please contact us, then we can resend the activation code. Back to top
How can I activate my gift card?
1. Activate the gift card with the activation code via our giftcard activator. You should have received the activation code in your email 24-48h after you purchased the gift card. Fill in the card number and the activation code. Your gift card is now activated!
2. At "Check your balance" you can verify if the gift card is activated. You can also view the amount on your gift card. Back to top
Where can I buy a marlies|dekkers gift card?
In what values is the marlies|dekkers gift card available?
The marlies|dekkers gift card is available in the following fixed values: €25, €50, €100, €150, €200 and €250. Back to top
Where can I redeem my gift card?
Can I spend the amount of my gift card in multiple times?
Yes. You can spend the marlies|dekkers gift card in one go or parts. The purchase amount debits with every purchase. The remaining balance stays on the marlies|dekkers gift card. Please mind, the validity of your card is two years from day of activation. Back to top
Is the gift card a physical card or an online voucher?
Currently we send a physical card. Back to top
How will the giftcard be sent, when I order this via the online store?
We ship the gift card with DHL from our head office in Rotterdam, the Netherlands. You will receive a tracking number from DHL via email. At the end of the day the status is updated, and you can trace the delivery with the tracking number. We ship the gift card in a shipping box that will fit in a standard mailbox. You or the recipient do not have to stay home waiting for your parcel. Back to top
How can I check my saldo?
To check the balance of your gift card, complete the form below.
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How can I activate my gift card?
To activate your gift card, fill in your card number and activation code below.
What are the benefits of a marlies|dekkers account?
Having an account has many benefits:
- Save your size for future purchase;
- You are the first to receive special offers;
- Save and share your wishlist;
- Save your billing and shipping information for easier and faster checkout;
- Access to your order history; Back to top
How do I create an account on the marlies|dekkers webshop?
How can I delete my account?
What are the benefits of the marlies|dekkers app?
In our user-friendly app you can easily browse through our collections and stay up-to-date with the latest luxury lingerie and swimwear items. Additionally, you receive notifications on your phone or tablet with special offers or exclusive early access to the new collection.
- Fast, intuitive, user-friendly and easy to navigate;
- Exclusive early access to members only promotions;
- Enjoy luxury lingerie & swimwear shopping wherever and whenever you want;
- Experience the stunning product details up close;
- Safe & fast checkout;
- Add your favorite lingerie and bikini to your wish list;
- Find the nearest lingerie store;
- Save your bra and bottom sizes. Back to top
What are the benefits of subscribing for the marlies|dekkers newsletter?
- Be the first to know of the launch of a new collection;
- Receive an email with a discount of 15% on your birthday. (It is important to fill in the date of your birthday in your account);
- Members only and early access to special offers;
- Early access to our SALE. Back to top
How do I unsubscribe from the newsletter?
Please use the unsubscribe link at the bottom of the newsletter. Then, you will redirect to a page where you can modify your subscription.Back to top
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