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    frequently asked questions
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    faq banner
    frequently asked questions

Frequently asked questions

FAQ

  • Import, duties and taxes

  • Will I be charged for duties and taxes if I order with marlies|dekkers?

    All orders will be shipped from The Netherlands. When living in a country part of the European Union, you will not be charged duties and taxes.

    Your country Canada will charge duties and taxes on orders valued at and over $20 *. When your order is above this threshold, the recipient (you) will be responsible to pay these charges to customs upon delivery of your goods. Please check with your local customs department to find out what the exact amount is before you place your order.

    * Taxes and duties are always calculated from the gross order amount including VAT and excluding discount.
     
     

    If you live in a country not part of the European Union, you might be charged duty fees. The webshop marlies|dekkers has no influence or exact knowledge about local duty fees and import regulations. Duties and taxes are the customers' responsibility and differ per country.

    We advise you to check your country's customs and import regulations before placing an order. We will not take responsibility for charged duty and import fees. If you refuse your package, you might be charged shipping fees. Please contact your local customs authorities for further details on customs and import regulations..

  • Delivery

  • 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 place your order after 3 PM (CET*), it will be shipped the next working day. As soon as your order is on the way, you will receive a shipping confirmation e-mail with a tracking number. Keep in mind that the delivery may take longer 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.

    Country Shipping costs Carrier Estimated time of delivery
    Australia A$35 (free for orders over A$250) FedEx 7 - 10 business days
    Austria €9.95 (Free for orders over €250) FedEx 3 - 5 business days
    Belgium €4.95 (Free for orders over €120) Bpost 1 - 2 business days
    Bulgaria €14.95 (Free for orders over €250) FedEx 6 - 8 business days
    Canada US$34.95 (Free for orders over US$250) FedEx 7 - 10 business days
    Czech Republic €12.95 (Free for orders over €250) FedEx 6 - 8 business days
    Denmark €9.95 (Free for orders over €250) FedEx 3 - 5 business days
    Germany Free shipping DHL 2 - 3 business days
    Estonia €19.95 (Free for orders over €250) FedEx 3 - 5 business days
    Finland €9.95 (Free for orders over €250) FedEx 3 - 5 business days
    France €9.95 (Free for orders over €100) Colissimo 2 - 3 business days
    Ireland €19.95 (Free for orders over €250) FedEx 4 - 7 business days
    Italy €14.95 (Free for orders over €250) FedEx 7 - 10 business days
    Luxembourg €7.95 (Free for orders over €120) DPD 1 - 2 business days
    Monaco €14.95 (Free for orders over €250) UPS 6 - 8 business days
    Netherlands €4.95 (Free for orders over €120) PostNL 1 - 2 business days
    Norway €29.95 (Free for orders over €250) UPS 3 - 5 business days
    Poland €10.95 (Free for orders over €120) FedEx 3 - 5 business days
    Portugal €10.95 (Free for orders over €250) FedEx 7 - 10 business days
    Russia €49.95 UPS 6 - 8 business days
    Slovakia €25.00 (Free for orders over €250) UPS 6 - 8 business days
    Spain €14.95 (Free for orders over €200) FedEx 3 - 5 business days
    Sweden €9.95 (Free for orders over €250) FedEx 3 - 5 business days
    Switserland €17.95 (Free for orders over €250) FedEx 4 - 7 business days
    United Kingdom £8.95 (Free for orders over £150) Royal Mail 3 - 5 business days
    United States US$22.95 (Free for orders over US$250) FedEx 7 - 10 business days

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  • How do I know if my order has been placed?

    After placing an order with marlies|dekkers, you will receive a confirmation e-mail. You can also find your order history in my account section on our website (only applicable if the order is placed when logged in. If there is no new order visible in your account and you did not receive a confirmation e-mail, your order probably did not go through correctly.

    Would you please check if the e-mail address attached to your marlies|dekkers account is correct and if the confirmation e-mail has been sorted as spam e-mail? In case of a failed payment, you must place a new order. If the amount went through to your bank account, but the confirmation is nowhere to be found, 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. This 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)?

    Please contact us, here. Our team will investigate the issue and asssist you further. Back to top
     

  • Can I change or cancel my order?

    Unfortunately, it is not possible to change or cancel your order after you have confirmed it. The products you have ordered incorrectly can be returned to our warehouse. Back to top
     

  • What should I do if my address is incorrect in the confirmation mail?

    After placing your order, it is unfortunately not possible to change your address. Since we are trying to deliver your new items as soon as possible, our team immediately processes your order. We no longer can adjust it in our systems nor our carriers' systems. We advise you to contact the carrier directly after you have received your track and trace code. You can often choose to let your package deliver at a parcel pick-up point or change your address with the carrier. Back to top
     

  • What should I do if my order tracking code status has a status returned to sender?

    Please check if you have entered the correct shipping address while placing your order. The confirmation e-mail contains this information. An incorrect address can cause the package being returned to our warehouse, as well as an unsuccessful delivery. In this situation, please contact customer service so our team is aware to resend your package to the correct address. Back to top
     

  • What happens if I am late to pick up my package at the Parcel shop?

    Your package will be sent back to our warehouse. Our carriers hold your package for a maximum number of days in the parcel shop. The amount of days differs per carrier. Please contact Customer Service to inform us if you would like the parcel to be sent again or processed as a return. Back to top
     

  • What should I do if my tracking number indicates that my package is 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 or at a parcel shop. If not, then please contact us at your earliest convenience. We will check the status of your parcel with our transport team. Back to top
     

  • For residents from Norway a PID number is necessary to place an order, why?

    Our carrier DPD requires the PID number and your phone number to be mentioned on the invoice for all packages shipped to Norway. Without this number your package cannot be cleared at customs. We need to provide DPD with the full 11-digit PID number, so they can clear the package. Back to top
     

    Order tracking

  • How can I trace my order?

    Fill in the form below with your personal information. Do you have a marlies|dekkers account? You can as well find this tracking information in your account.


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    Returns

     
  • How can I return my order?

    Follow the steps below to return your package:
    1. Mark the items you would like 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. (Return costs are at your own expense)
    4. We strongly advise obtaining a tracking code so you can trace your package while on its way back to our warehouse. Back to top
     

  • Are the return costs compensated by marlies|dekkers?

    No, the return costs are not compensated by marlies|dekkers. Back to top
     

  • Within what timescale can I return my marlies|dekkers order?

    If an item does not meet your expectations, you can return it to our warehouse at your own expense within 30 days after your purchase. Back to top
     

  • What are the return conditions for returning my order?

    • The returned products must be in their original packaging*;
    • The returned products may not be worn, washed, or damaged*;
    • The original package and any other accessories must be included in the return*;
    • Gift boxes and wash bags cannot be returned.

    We recommend you check what is inside your package right after your parcel has arrived. Does the package not match your order? Please get in touch with us.

    * In case the returned products do not meet de above standards, marlies|dekkers webshop reserves the right to refuse the returned items. 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?

    You can contact our Customer Service. They will send you a new return form. Back to top
     

  • To which address can I return my package?

    You can return your package to:
    MARLIES DEKKERS WEBSHOP RETOUREN
    Schelmaatstraat 1
    7575 BC Oldenzaal
    Nederland Back to top
     

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    Exchange

  • Can I exchange an item online?

    Unfortunately, you cannot exchange an article online. You can return an item and order another size or fit. Back to top
     

    Payment methods

  • How can I pay?

    We accept:
    AMEX
    Apple Pay
    BCMC (Bancontact card) (Belgium)
    Carte Bancaire (France)
    Sofortüberweisung (Germany)
    Eps (Austria)
    Ideal (The Netherlands)
    Klarna (Germany)
    Mastercard
    Paypal
    Visa
    Some payment methods may not be yet available in your country.

    We use Adyen payment services for processing payments. Adyen is one of the leading Payment Service Providers, treating your private data with the highest security standards. This page locates 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
     

    Refunds

  • 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 e-mail directly after your return is processed. Back to top
     

  • How will I receive my refund?

    The refund will be transferred to the original payment method which you have used to place the order. When returning an order paid with a gift card, we will refund the amount back to the gift card.If you have used multiple payment methods, the refund will be made to the same payment methods used when placing the order. In case you have thrown away the gift card, please get in touch with us. Back to top
     

    Product Information

  • How do I maintain the quality of my lingerie?

    We always advise washing your lingerie in a washbag. Before you wash your lingerie, always check the instructions on the care label. You can read our care instructions for more information about washing your lingerie. Back to top
     

  • How is it possible that an item is sold out when I come to the payment page?

    Unfortunately, there is a slight possibility that another customer buys the last article right before you can. The articles in your shopping bag are not reserved for you until you have proceeded to check out. Our Customer Service team can provide you with any information you need about the availability of a product. You can also use the notify me option to be notified whenever the product is back in stock. Back to top
     

  • I received an e-mail about an article not being in stock after completing my order. How is that possible?

    While packing your order, we have unfortunately concluded that one or multiple items are not in stock. Unfortunately, discrepancies may occur in our inventory. Our apologies for this inconvenience. Discrepancies happen when another customer buys the last item just a few seconds before you do. We will ensure that the amount charged for the article(s) will be automatically refunded to your original payment method. If you did not receive a refund after five business days, please contact us. Back to top
     

  • How do I know when an article will be back in stock?

    You may use the “notify me” button located at the product. You can recognize this button by the envelop symbol next to your size. We will notify you by e-mail as soon as this article is back in stock. Back to top
     

  • How can I declare my post-surgery bra at my insurance company?

    On the invoice, the article is described explicitly as a post-surgery bra. This should be enough to declare your bra at your insurance company. Back to top
     

  • Does marlies|dekkers offer a product warranty?

    Yes. The marlies|dekkers webshop has a warranty period of 9 months after purchasing the product. Back to top
     

  • I have a complaint about my purchase. What can I do?

    Not satisfied with the quality of the product you have ordered in our webshop or do you have another complaint or question? We would like to receive a picture of your complaint and the order number. After we have received this information, we can assist further with your complaint. You can contact us here. We would love to hear from you so we can improve. Back to top
     

  • I have a complaint about a product purchased in a marlies|dekkers or multi-brand store. What should I do?

    We advise you to contact the store where you have bought your product(s). They will assist you further with your question or complaint. Back to top
     

  • How do marlies|dekkers reviews work?

    We highly value feedback to keep improving our products and customer experience. That’s why we ask our customers to leave a review after purchasing lingerie and/or swimwear products. Leaving a review is completely voluntary and no reward is promised beforehand. Leaving a review without making a purchase is impossible. This means that all the reviews we receive are completely honest and based on real experiences by our much-appreciated customers. You’ll find the reviews on the product pages, homepage of our website and our review page. Back to top
     

    Sizing

  • I am not sure what size I have. What can I do?

    Our online Fitting Room provides tips for finding your correct size and fit. Do you prefer instant advice? You can contact us by e-mail, 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. Therefore a bra can look different on our models in comparison to yourself. In our Fitting Room, we explain what every shape may do for your breasts. Do you prefer instant advice? You can contact us by e-mail, telephone or chat. Back to top
     

    Coupon Codes

  • I received a coupon code. How can I use it?

    Open your shopping bag and enter the coupon code in the “Fill in a coupon code” field. We advise you to copy and paste the coupon code to prevent capital letters and space mistakes. Once your coupon code is entered, click on the “Apply” button. Your discount will be applied immediately.

    Please note that your coupon code is only valid for single use. Therefore is essential that you complete your order after entering the coupon code. 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 following conditions:
    - Is the code valid for the items that you like to order?
    - Is the code valid on the total amount?
    - Is the code not expired yet?
    - Did you copy and paste the correct code?
    - Is the code valid with other promotions/sales, if applicable?

    If you cannot apply your coupon code and cannot reach us outside business hours or during the weekend, we advise you to wait to complete your order. We are not able to provide any discounts or promotions after an order is completed. Contact us, and our team will answer your question as soon as possible. Back to top
     

    Gift card

  • Where can I buy a marlies|dekkers gift card?

    You can buy a marlies|dekkers gift card online . The gift card can only be bought in countries where you can check-out with Euro. This means that unfortunately for Australia, Canada, The United States and The United Kingdom you are not able to purchase or use a gift card. Back to top
     

  • Important Information

    Before you make use of your gift card, you must activate this via our gift card activator. We want to remind you not to throw the gift card away after usage! If you are returning your items, we will refund the purchase amount 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 purchasing the gift card. If you have not received the activation code within three business days, verify if this code is in your spam box. If you did not receive the code at all, 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;
    3. Add the items you would like to your shopping bag;
    4. Go to the checkout and fill in your address information at step 1. In step 2, you choose the payment method - gift card. Enter the card number and security code, which is located under the removable gray area. If your gift card does not cover the full amount, you can choose another payment method to complement it. Back to top
     

  • When will I receive an activation mail?

    You will receive an activation mail within 24 to 48 hours. With this activation mail, you can activate your gift card 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 not, please contact us, so our team 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 gift card activator. You should have received the activation code in your email 24-48h after purchasing 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
     

  • How long is the gift card valid?

    The gift card will be valid for 2 years. You can check the saldo checker for the exact expiration date. Back to top
     

  • 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. €250 and €300. Back to top
     

  • Where can I redeem my gift card?

    You can redeem your marlies|dekkers gift card at our webshop. Back to top
     

  • Can I spend the amount of my gift card in multiple times?

    Yes, you can spend the amount on the marlies|dekkers gift card in parts or one go. If you do not use the total amount on the gift card, the credit will remain on your card. Back to top
     

  • Is it possible to combine gift cards on one order?

    Yes, it is possible to use more than one gift card per order. Back to top
     

  • I have multiple gift cards, can I merge the value of different cards to one gift card?

    Unfortunately, it is not possible to merge the value of gift cards. You can to use multiple gift cards for one purchase. Back to top
     

  • Is the gift card a physical card or an online voucher?

    After purchase, our team will send a physical gift card to the delivery address so you can gift this as a lovely present. Please keep in mind that you do not have the gift card immediately after you have purchased the present. Back to top
     

  • How will the gift card be sent when I order this via the online store?

    We ship the gift card with our feminine|feminist magazine with DHL from our head office in Rotterdam, the Netherlands. You will receive a DHL tracking number by e-mail. 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 the parcel. Back to top
     

  • Can I track the delivery of the gift card I have ordered?

    Yes, you can. You will receive a tracking number from DHL by email. All orders made before 03:00 P.M. will be shipped on the same day. All orders placed after 03:00 P.M. will ship on the next working day. Did you not receive your gift card after five working days? Please contact us. Back to top
     

    Balance Checker

  • How can I check my saldo?

    To check the balance of your gift card, complete the form below.

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    Giftcard Activator

     
  • How can I activate my gift card?

    To activate your gift card, fill in your card number and activation code below.

    Terms & Conditions

    Read our terms and conditions about the marlies|dekkers giftcard here Back to top
     

    Account

  • What are the benefits of a marlies|dekkers account?

    Having an account has many benefits:
    - Save your sizes for a 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?

    Creating your marlies|dekkers account is elementary. You can follow the steps below:
    1. Visit the homepage of the marlies|dekkers webshop;
    2. Use the ‘registrate’ button on the right side of the page;
    3. Create an account by entering your first-, last name, and e-mail address;
    4. Go to your e-mail account and use the confirmation link you have received;
    5. Login with your username and password.

    All set! You now have your personal marlies|dekkers account. Back to top
     

  • How can I delete my account?

    Please contact us via email with the details of your account that you would like to delete. Your data will be removed or anonymized in the systems. Back to top
     

    App

  • What are the benefits of the marlies|dekkers app?

    You can easily browse through our collections in our user-friendly app 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
     

    Newsletter

  • What are the benefits of subscribing for the marlies|dekkers newsletter?

    Our newsletter will keep you updated about our new collections, news about our brand, and promotions. Below we have listed more advantages:. Below we have listed more advantages:

    - Be the first to know about the launch of a new collection;
    - Receive an e-mail with a discount of 15% on your birthday. (It is important to fill in the date of your birthday in your account);
    - You will be the first to know about special promotions;
    - You will receive an invitation to our members-only pre-sale and early access to special offers. 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
     

    Contact Form

    Contact Us