FAQ content

FAQ content



  • Account

    • How do I create an account on the marlies|dekkers webshop?

      To check out faster and be the first one to receive special offers, you can easily create an account at marliesdekkers.com. Click on the register button. You will find this at the top right of the homepage of our webshop. When you press this button, you can create an account by filling in your first and last name and email address. You will receive a confirmation e-mail, which you can use to log in on the webshop.Back to top

    • Do I need an account to place an order?

      Do you prefer placing an order without creating an account? No problem! You can easily place an order by leaving your address information and email address, and your order will be delivered as soon as possible.

      Did you place an order without creating an account, and would you like to check the status of your order? Of course this is also possible. Click on the login button at the top right of the homepage. Here you can fill in your order number, zip code and email address to check the status of your order.Back to top

    • How can I log in on the webshop?

      You can log in by clicking on the login button. You will find this at the top right of the homepage of our webshop. When you press this button, you can log in on your account.Back to top

  • Newsletter

    • How do I sign up for the newsletter?

      If you don't want to miss out on any of our great promotions or marlies|dekkers news, don't forget to sign up to our newsletter! At the bottom of the homepage of the webshop you can fill in your e-mail address in the Newsletter sign-up space, and click on the envelope. After that you’ll receive an e-mail with an activation link that you need to confirm within 30 days. After you've confirmed your subscription, you'll always stay up-to-date with all marlies|dekkers news and promotions.Back to top

  • Payment methods

    • How can I pay?

      We accept Visa, Eurocard/Mastercard, iDEAL, DIRECTebanking, ELV and Sofortüberweisung. We use Adyen payment services for all of our transactions. As one of the leading Payment Service Providers, Adyen handles your details direct and safe. 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

  • Sold out items

    • How is it possible that an article I added to my shopping bag, was suddenly sold out when I came to the checkout?

      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 have arrived at the checkout. You can always get in touch with our customer service team about the availability of an article, and they will check this for you.Back to top

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

      Sometimes, whilst we are putting your package together, it comes to our attention that some items you ordered are out of stock. This can happen when someone else orders the last item just moments before you did. Our stock levels are unable to make this notice within such a short period, and you were able to buy an article that was actually no longer in stock. Of course we will make sure the amount you paid is refunded as quickly as possible. Naar boven

    • Will items that are sold out on the website be restocked?

      We replenish our stock in the marlies|dekkers webshop several times a week. In many cases it is indeed possible that an item will be restocked after it has been sold out. We advise you to contact us at webshop@marliesdekkers.com in case you wish to enquire about the availability of a specific item.Back to top

  • Couponcodes

    • I received a couponcode, how do I use this?

      To use a couponcode, you can fill in the code on the Shopping Bag page in the designated area. It is wise to copy paste the code, so that no mistakes can be made with for example capital letters or spaces. After this, click the Apply button. Your discount will be immediately calculated and you can finish up your order. Coupon codes can only be used one time.Back to top

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  • Delivery courier

    • Which courier do you use for your deliveries?

      We use DPD as our dedicated shipping partner for all our deliveries, with exception of the United States, Canada and Russia. For these countries we use UPS as our shipping partner.Back to top

  • Shipping costs

    • What are the shipping costs?

      Netherlands €4.95 (FREE for orders over €50)
      Germany FREE shipping
      Belgium €4.95 (FREE for orders over €75)
      France €11.95 (FREE for orders over €150)
      Luxembourg €8.95 (FREE for orders over €75)
      the United Kingdom £8.95 (FREE for orders over £120)
      the United States $24.95 (FREE for orders over $100)
      Australia A$40.00 (FREE for orders over A$250)
      Austria €9.95 (FREE for orders over €250)
      Czech Republic €14.95 (FREE for orders over €250)
      Poland €12.95 (FREE for orders over €250)
      Portugal €14.95 (FREE for orders over €250)
      Spain €19.95 (FREE for orders over €250)
      Italy €17.95 (FREE for orders over €250)
      Monaco €16.95 (FREE for orders over €250)
      Ireland €16.95 (FREE for orders over €250)
      Finland €12.95 (FREE for orders over €250)
      Denmark €9.95 (FREE for orders over €250)
      Sweden €11.95 (FREE for orders over €250)
      Canada €24.95
      Norway €24.95
      Russia €24.95
      Switzerland €29.95


      *Please be advised that orders placed outside the European Union are likely to incur customs charges when they reach their destination. These charges must be paid by the recipient of the parcel. We have no control over these charges, and can't tell you what the cost would be, as customs policies and import duties vary widely from country to country. It's a good idea to contact your local customs office for current charges before you order, so you're not surprised by charges you weren't expecting.

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    • How long will it take before I receive my order?

      If you order before 3 PM on a workday, your order will be processed on the same day. The shipping-time within the Benelux is one workday. For Germany, France and Great Britain, the shipping-time is 2-3 workdays. For all other countries, the average shipping-time is 3-4 workdays. In exceptional cases, the shipping-time may vary.

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  • Delivery attempts

    • What happens if I’m not home when my shipment is delivered?

      Our delivery courier will attempt to deliver your package to your home 3 times. Each time there is no answer, they will leave an InfoNotice. If DPD isn't able to deliver your package after several attempts, they may deliver your package at a pick-up shop or return it to the warehouse. To pick up the package, please bring your ID and the tracking number. If you have received an InfoNotice after one delivery attempt has been made, you can change your delivery options on DPD.com. Your options are:

      • Will Call: Hold the shipment for pickup
      • Deliver to Another Address: Reroute the shipment to a new address
      • Reschedule Delivery: Hold the shipment for delivery on a future date
      • Return to Sender: Return the shipment to the shipper

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  • Delivery options

    • Do you deliver to PO box addresses?

      Unfortunately, we do not deliver to PO Box addresses.Back to top

    Order Tracking

    • How can I track my order?

      Would you like to track the status of your order, but don’t have a registered account? Or, can’t find your tracking number? No problem! Just fill in all the details below and we will show you the status of your order.

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  • Returns

    • Can I return a product?

      If a product doesn’t meet your expectations, you may of course return it at your own expense within 30 days. The returned products must be in their original condition, have not been damaged, washed, altered or worn and include the original packaging and any related accessories or instruction books.*

      Stockings must for hygienic reasons be returned unworn and in their unopened, original packing with the label and price tag attached. If not, they cannot be returned, as well as gift wrapping and laundry bags. After receiving the order, we kindly ask you to check whether the content of the package matches your order. If this is not the case, please contact webshop@marliesdekkers.com.

      *If a returned product doesn’t meet the above mentioned standards, the marlies|dekkers webshop may refuse the returned product. Back to top

    • Can I return bottoms of lingerie?

      You can return bottoms within the 30-day return period, but we do have some guidelines:
      - If you want to try the size of the bottoms, make sure that for hygienic reasons you wear something underneath.
      - Make sure the bottoms that are returned have not been damaged, washed or worn and do not contain any stains.
      - If the returned bottoms do not meet the above standards, the marlies|dekkers webshop may refuse the returned product. Back to top

    • Can I exchange a product?

      Sometimes it happens that the size you ordered isn't the perfect fit, and you would like to receive a different size. What you can do is to return the wrong size, after which the purchase amount is refunded to your account. Then, you can place a new order in our webshop with the right sizing with so that you can have that perfect fit! Back to top

    • How do I return a product to the returns department?

      You can return a product at your own expense within 30 days, for which a return form is sent with your package. Please do note that this is not a pre-paid return label. Please fill in the return form and add it to the package together with the copy of the invoice. We would like to emphasize that it is your own responsibility to send the package to the address mentioned at the return form. We advise you to retain a proof of postage until your refund has been processed. Orders can be returned to the following address:

      Schelmaatstraat 1
      7575BC Oldenzaal
      the Netherlands Back to top

    • Can I also return my order in one of the marlies|dekkers stores?

      It is not possible to return your order in one of our marlies|dekkers stores, yet.Back to top

    • What kind of warranty does marlies|dekkers offer?

      There is a legal warranty applicable on every product purchased in the marlies|dekkers webshop, meaning you can derive certain rights on the product. E.g. you should be able to use the product for an amount of time without having any manufacturing problems. The marlies|dekkers webshop offers a 9-month warranty period as of the date of purchase.Back to top

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

      Are you dissatisfied with the quality of your purchase, or do you have any other complaints or questions? We’d love to hear from you. Fill in our contact form or email to webshop@marliesdekkers.com. You can also contact us by phone from Monday through Friday (09.00 am – 17.00 pm CET) on: + 31 10 79 97 999. We have a Dutch and English-speaking customer service team.

      Do you have a complaint about a product that was not bought in our webshop, but in one of our stores? Please get in touch with the store where you’ve bought the item. They will be able to handle your question or complaint.Back to top

  • Refunds

    • How long will it take before I receive my money back?

      Please note that it may take up to 30 days to process a refund for a return. The refund will be given by the same method you used to make the purchase. The processing time varies between card issuers and unfortunately we're unable to influence this. Back to top

    • Will the shipping costs be refunded when I return my order?

      If you return an order in its entirety and all items meet our return standards, we will make sure the costs you have paid for having the order shipped will also be refunded. The amount of these costs are dependent on the country of the receiver. This is not applicable in the case of a partial return. Also, the costs that are made by the customer to return the package will not be refunded.Back to top

Contact Us

Marlies Dekkers

For an easy and quick way to find what you’re looking for, take a look at our FAQ’s about Shopping, Shipping and Delivery, Returns and how we handle your information. If you have a question about a webshop order, please mention your order number and send your email to: webshop@marliesdekkers.com. At this moment we can only answer messages in Dutch or English. Our customer service team is available from: Monday – Friday 9.30 AM – 5 PM (Central European Time) + 31 10 79 97 999