careers

FAQ

FAQ

  • 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?

      You are not obliged to be logged in to place an 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 want to stay up to date about the latest marlies|dekkers collections and deals, you can sign up for the 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.Back to top
       

  • Payment methods

    • How can I pay?

      We accept Visa, Eurocard/Mastercard, iDEAL, DIRECTebanking, Klarna (Germany and Finland), 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. When you’re logged in, the articles added to your shopping bag are saved for 7 days. The marlies|dekkers webshop cannot guarantee that articles in your shopping bag will be available at a later date.Back to top
       

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

      We replenish our stock in the marlies|dekkers web shop 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 need to fill the code in 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. You cannot use your couponcode multiple times.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.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 $120)
      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

       

      *Import taxes and duties will be charged to the receiver. The amount of these costs can vary. We would advise you to contact your local DPD office for country specific billing information.

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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
       

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  • Returns

    • Can I return a product?

      After you received 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 product doesn’t meet your expectations, you may return it at your own expense within 30 days. Products can be returned to the followning return address:

      MARLIES DEKKERS WEBSHOP RETURNS
      Schelmaatstraat 1
      7575BC Oldenzaal
      the Netherlands

      Stockings and bottoms of lingerie 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. Gift wrapping and laundry bags can also not be returned. Back to top
       

    • Can I exchange a product?

      Unfortunately we are unable to exchange products at the moment. If you need a different size of the product ordered, return the wrong size and place a new order in our webshop.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.Back to top
       

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

      No, at this point it is not possible to return your webshop order in one of the 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 that was not bought in our webshop? 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 shall transfer the money paid for the returned product 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.*

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

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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