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Frequently asked questions

FAQ

  • 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 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 €90) DPD
    Bulgaria €25.00 UPS
    Canada US$24.95 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 €50) 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 €90) 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 €90) 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 €24.95 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 £120) DPD
    the United States $15.00 (FREE for orders over $100) UPS

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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 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)?

    Please contact us, here. They will investigate the issue and ensure that you will receive the correct item(s). Back to top
     

  • 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. 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
     

    Order tracking

  • How can I trace my order?

    Fill in the form below:


    If you have an account with us you can also check your order status within the my account section. Back to top  

    Returns

    Try on at home, FREE return on your first order!
    All first time buyers qualify for a free return. A return label of UPS will be automatically added to your order.*

    Why only every first order?
    You may have heard that 85% of women wear the wrong bra size, but did you know that at least as many women, and yes maybe even you, could be wearing the wrong bra shape? We at the marlies|dekkers webshop are ready to fight this number. Therefore, we have created a comprehensive fitting room and offer a FREE return to all our first time buyers. Now you can order and try bras from the comfort of your own home. We are true believers in our perfect fit of lingerie and we believe that no woman deserves to wear the wrong bra size any longer.

    *It is a prepaid return label of UPS. You can either return your package to a parcel shop of UPS or you can schedule a pick up. Please visit the website of UPS for more information. The tracking code is provided at the return label of UPS. Please note this tracking code in order to trace your parcel!


  • 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?

    With the exception of the first order, return costs are not refunded by marlies|dekkers. The return costs are at your own expense. 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?

    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
     

  • I ordered something with discount, but the size/fit is not correct. Can I exchange it with the same discount?

    It is permitted to re-use your original discount on orders which need to be returned and re-ordered based on size/fit. In order to receive a discount code which can be used on your next order please contact us. Keep in mind that the provided discount code will be available for use for a limited time. Back to top
     

    Exchange

  • Can I exchange an item (online)?

    It is not possible to exchange an item online. You can return an item and order again. 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 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
     

    Refunds

  • How long does it take to receive my refund?

    After our warehouse has received your return, it will take 2-5 business days until you receive a refund on your bank account. Directly after your order is processed as a return, you will receive a confirmation via e-mail. If you did not receive an email nor the refund, you can confirm if your order has been received in our warehouse via your tracking number. If you have not received your refund within 5 days that your order has been received by the warehouse, please contact us here. Back to top
     

  • Are the return cost refunded by marlies|dekkers?

    With the exception of the first order, 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
     

    Product Information

  • 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 the size in our online store. 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 online store 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?

    We would love to hear from you so we can improve. Let us know here. Back to top
     

  • 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
     

    Sizing

  • 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. 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. In our Fitting Room we explain what every shape may do for your breasts. You can also plan a free Fitting Session. 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
     

    Coupon Code

  • 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
     

    Gift card

  • Important Information

    Currently the gift card is only available for countries purchasing in € (euro). 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?

    You can buy a marlies|dekkers gift card in our online store. 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 and €250. Back to top
     

  • Where can I redeem my gift card?

    You can redeem your marlies|dekkers gift card in our online store. Back to top
     

  • 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
     

    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 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?

    Click hereBack 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 and anonymized in the systems. Back to top
     

    App

  • 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
     

    Newsletter

  • 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
     

    Contact Form

    Contact Us