FAQ
1 Returns
1.1 How can I exchange or return my item?
Not completely satisfied with the ordered items? Unfortunately, but this can happen! If the items meet our conditions, you can return them. We will proceed to a refund of your order.
Fill in the items that to be returned and the reason for return on the enclosed return form. Do not forget to add the return form to the package, otherwise we will not be able to process your return!
You can return your items within fourteen business days. Note: the return costs are for your own cost.
You will receive a shipment number when your return. Keep this safe until your return has been processed by us. This is also the proof of shipment.
The items can be returned to our return address:
Delousion B.V.
Popovstraat 96
8013 RK in Zwolle
1.2 What are the return conditions?
Returns are only possible within the set return period.
For the items to be returned they must be unworn and all tags must be attached.
For the items to be returned, they do not contain any traces of uses and/or make-up stains after fitting.
Pay attention! If the returned items do not meet these conditions, we will not be able to process your return.
1.3 I do not have a return form, what can i do now?
Send a mail to us at [email protected] and we will send a return form to your email address. You can also add a piece of paper to your return with the following information:
- Your order number
- The products name of all the items that you return
- The reason for your return
1.4 What is the return period?
You have the right to cancel your order and return it within our 14 day of return period. Within this period you can assess and try on your purchases.
1.5 My item is damaged, delivered incorrectly or incomplete, what should I do?
How annoying that something went wrong with your order! If something is wrong: email us at [email protected] with the complaint and send us a photo. Then we will try to solve it for you as soon as possible!
Damaged item:
A damaged article must of course be replaced by a correct article as soon as possible. Send us an email with photo and information and we will send you a new item upon receipt of the damaged item.
You cannot claim under the warranty with:
- Damage due to intent or negligence
- Exceptional wear
- Damage due to failure to follow the washing instructions
Wrongly delivered:
Did you receive an item in the wrong size, or received a different color than ordered? Please contact us at [email protected]. Send us an e-mail with a photo and information and we will send a new item after receipt of the incorrectly delivered item.
Incomplete order:
Is an item missing in your package and you have not received an email from us that an item may be out of stock? Please contact us at [email protected].
It is often the case that the item in question has run out, or is sent separately from another warehouse. In the first case, the money will be refunded to your account as soon as possible and you will receive an email from this. In the second case, the package often follows a few days later.
1.6 When and how will my returned order be refunded?
When your package has arrived at our distribution center, your return will be processed. When the items meet the return conditions, we will proceed to a refund. The money will be refunded to the account you used to your payment. This can take several days.
2 Order
2.1 How do I place an order?
Placing an order is a simple process. Choose your favorite item(s), choose the right size and then click "add to cart".
The item has now been placed in your shopping cart. Are you ready to checkout? Click on your shopping cart at the top right of the page. Here you see the items that you have placed in your shopping cart. Is your order satisfactory? Then click on "Complete order".
Then follow all steps to complete your order. After your order has been paid you will receive a confirmation email.
2.2 Where can I find information about the product?
For each item there is a heading "Information" on the page. Here you will find the most important information about the product. The fit is normal unless stated otherwise. If you still have questions, feel free to email us.
2.3 I want to cancel my order, is this possible?
After you have completed and paid for your order, it will be prepared for shipment as soon as possible. For that reason it is no longer possible to cancel your order. If the above is the case, you can return the items after receipt.
Have you placed an order, but not yet paid and do you wish to cancel? Please contact us at [email protected]
2.4 I have received a discount code, how do I use it?
A discount code can be entered in the "discount code" box. Pay attention! A discount code is not valid on discounted or sale items.
2.5 The product is sold out, will it be back on the website?
It may be that items are temporarily sold out and are being restocked. If the item you want is out of stock, or is missing your size, please contact us. Items from the sale are no longer restocked.
3 Pay
3.1 How can I pay at Delousion?
You can pay with us with iDeal, bancontact, v-pay, maestro and credit card. Has the money been debited, but you still do not have your package at home after a few days? Mail us at [email protected] and we will do everything we can to find out where it went wrong!
4 Send
4.1 How long does it take to receive my order?
We know that every fashion girl wants to have her ordered items at home as quickly as possible. That is why we do our best to ship it the same day. After payment has been received, the package will be prepared and shipped the same day. This will be delivered the next day (if all goes well and the mail cooperates). Did you place your order over the weekend? Then you can expect your package at home on Tuesday!
4.2 What are the shipping costs?
Standard shipping costs within the Netherlands are € 3.95. For Belgium and Luxembourg the shipping costs are € 7.95. Outside the BENELUX? Please contact us.
4.3 Where is my order?
Sometimes an item is unexpectedly sold out quickly and we have to turn our entire warehouse upside down to find your item. As a result, it can sometimes take a little longer before your order is shipped. If the item is really sold out, you will receive an email from us and the money will be refunded to your account as soon as possible.
Is your order complete and shipped? Then you will receive a shipping confirmation. Later you will receive an email from the courier with a tracking number with which the order can be followed.