FAQ content

FAQ content

Frequently asked questions


  • Account

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

      Having an account offers many advantages: from a fast order completion, always having access to your order history, to being the first one to receive special offers. Creating an account at marliesdekkers.com is easy, just 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. Back to top

    • Do I need an account to check the status of my order?

      Did you place an order without creating an account, and would you like to check the status of your order? You can easily check your order status and tracking number in our FAQ order checker. 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. Back to top

    • 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 advice you to contact us at webshop@marliesdekkers.com in case you wish to enquire about the availability of a specific item.Back to top


    • I am not sure about my size, what can I do?

      If you're not sure about what size you need, please have a look at our fitting room. Here we give you a lot of tips on how to find the size and shape that is perfect for you. If you are still not sure or in doubt, please contact our customer service team and they will be happy to help.Back to top

  • Couponcodes

    • I received a coupon code, how do I use this?

      To use a coupon code, you can fill in the code in the checkout. It is best to copy and paste the code, so that no mistakes can be made with capital letters or spaces. After this, click the Apply button. Your discount will be immediately calculated and you can finish completing your order.

      Coupon codes can only be used once, so please make sure to complete your order once you have added the coupon. If you don't, the coupon will no longer be valid when you try again.Back to top

    • The coupon code does not work, what do I do?

      A situation might occur where a coupon code does not work. Our advice is to first read the conditions: is the coupon valid on the products you're trying to purchase, look at the validation date or maybe check if you're using the right spelling. If you passed all of these, but the coupon code still does not work, please contact our customer service before completing the order. Our customer service team is available from Monday – Friday 9.30 AM – 5 PM (CET) on +31107997999 or via webshop@marliesdekkers.com.

      If you are not able to reach us outside office hours, please do not continue completing your order. We are not able to apply any discounts or promotions to your order after it has been completed. Please get in touch with our customer service before completing your order, and we will get back to you during our office hours to find a proper solution.Back to top



  • Delivery courier

    • Which courier do you use for your deliveries?

      In the Netherlands we use PostNL to deliver all of our packages. For the rest of the world our shipping partner is DPD, with the exception of the United States of America, Australia, Canada and Russia. For these countries we use UPS as a 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 €9.95 (FREE for orders over €100)
      Luxembourg €8.95 (FREE for orders over €75)
      the United Kingdom £8.95 (FREE for orders over £120)
      the United States $15.00 (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 €4.95 (FREE for orders over €100)
      Portugal €14.95 (FREE for orders over €250)
      Spain €19.95 (FREE for orders over €250)
      Italy €14.95 (FREE for orders over €250)
      Monaco €14.95 (FREE for orders over €250)
      Ireland €16.95 (FREE for orders over €250)
      Finland €9.95 (FREE for orders over €250)
      Denmark €9.95 (FREE for orders over €250)
      Sweden €11.95 (FREE for orders over €250)
      Canada US$24.95
      Norway €24.95
      Russia €24.95
      Switzerland €29.95

      Back to top  

    • Will I have to pay any import duties on my order?

      Your order will be shipped from the Netherlands, so please be adviced 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 are not able to 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.Back to top

    Shipping time

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

      We always try to process and ship your order as quickly as possible. If you place your order before 3 PM (CET) on a working day, your order will be processed and shipped on the same day. All orders placed after 3 PM (CET) will be shipped the next working day. In exceptional cases or due to (Dutch national) holidays, the shipping-time may vary.

      Orders delivered in the Netherlands with PostNL can also be delivered during the weekend on Saturdays

      BENELUX 1 work day
      Germany, France and United Kingdom 2 - 3 work days
      Other countries 3 - 4 work days
      Back to top
  • Delivery attempts

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

      When you're not at home at the time of your delivery, you can reschedule your delivery via the website of PostNL or via their app before 10:00 pm the same day. To do this you need the tracking code of your delivery. If you reschedule your delivery, PostNL will try to do a delivery on the day and location of your choice on the next working day.

      If again the package cannot be delivered, the delivery man will leave you a note and will drop off the package at a PostNL parcelshop or post office. Use the note you've received to check the delivery address of your package via the app or website of PostNL. You can pick up your package after 3:00 pm the next day with a valid ID card. If your package hasn't been picked up after two weeks it will be returned to our warehouse. Back to top  

  • Delivery options

    • Can I change my address after the package has been shipped?

      Did you receive a shipment confirmation, but noticed that your address isn't correct? marlies|dekkers cannot make any adjustments to your order once it has been shipped, but PostNL can. Once you've received your shipment confirmation you have until 10:00 pm that day to make adjustments to your address. You can do this by using your tracking code on the app or website of PostNL. You can find the tracking code in your shipment confirmation mail or in your account.Back to top

    • 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 advice 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?

        At this moment it is not yet possible to return your order in one of our marlies|dekkers stores.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 purchased 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?

        We try to process your refund as quickly as possible, but 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 shipping 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

      • I used a gift card to place an order but I returned the items. How will I receive my refund?

        Whenever you return an order for which you used a gift card as a payment method, the amount will be refunded to your gift card. If you have paid for your order with both a gift card and another payment method, the amount will be refunded to the gift card and the 2nd payment method you used. Therefore, it is very important not to throw away your gift card.

      • Giftcard

        • Important information

          Please note that before use of the gift card, the gift card has to be activated. You can do so via our gift card activator. Do not throw away your gift card after usage: if products are returned, the amount will be refunded to the gift card that was used for payment.

        • Where can I buy the marlies|dekkers giftcard ?

          You can buy our gift card in all marlies|dekkers stores located in the Netherlands and Belgium or via our webshop.

          At this point the gift card is not available in the following countries: Australia, Canada, the United Kingdom and the United States of America.

        • In what increments is the gift available?

          Each gift card is available with a minimum charge of €25, up to a maximum of €250. Standard gift card amounts include; €25, €50, €100, €150, €200 and €250.

        • Where can I use my gift card?

          You can use your gift card in all marlies|dekkers stores in Belgium and the Netherlands or on our webshop.

        • How long is my gift card valid?

          The marlies|dekkers gift card expires 2 years after the purchase date.

        • How can I check my gift card balance?

          If you’d like to know how much you have left on your gift card, go to one of our marlies|dekkers stores in Belgium or the Netherlands, or check your balance via our balance checker.

        • How can I activate my gift card?

          Please activate your gift card using our gift card activator.

        • Do I have to use the amount on my gift card in one go?

          You don’t have to use your entire gift card amount in one go, you can of course choose to save some of the amount for a later purchase.

        • What if one of the marlies|dekkers stores does not accept my gift card?

          If you’re having trouble using your gift card in one of our marlies|dekkers stores, please contact us via telephone on +31 10 79 97 999, or email us at webshop@marliesdekkers.com. We will do our utmost best to find a solution for you and the store, so that you will be able to use your gift card without any problems.

        • I have multiple marlies|dekkers gift cards, would it be possible to add all gift card values on one gift card?

          This isn’t possible, but you can of course use multiple gift cards during one purchase.

        • Purchasing a gift card online

          • Which payment methods are available when buying a gift card online?

            There are several payment methods available, such as PayPal, American Express and credit card payments.

          • How long will it take for my gift card to arrive, after buying it in the webshop?

            When an order is placed before 3 pm CET, this order will be shipped on that same day. How long it will take before the card is delivered is dependent on the destination country. Check our delivery times for more information.

          • How will a gift card which is ordered online be shipped?

            All gift cards ordered via our webshop will be shipped with regular post via PostNL. You will receive the gift card within 1 to 2 working days. To prevent theft, we will send you an email after 24-48 hours with further information on how to activate your gift card. Via this email you can activate your gift card after you have received it.

          • Can I track my gift card order?

            Gift card orders are shipped via regular post without a tracking number, and therefore cannot be tracked. All gift card orders placed before 15:00 pm CET will be shipped the same day, after 15:00 pm CET the next working day. You will receive your card within 1 to 2 working days. If you haven't received anything after 2 working days, please contact our customer service team and they will be happy to help out.

          • How can I activate a gift card, ordered in the webshop?

            24-48 hours after your gift card is shipped, you will receive an email with activation instructions. To activate the gift card fill in the gift card id number and the activation code using our gift card activator.

        • Balance Checker

          • How can I check my balance?

            To check your gift card balance use the form below.


          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

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

Need help? Contact our customer service via live chat (English and Dutch).