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FAQ


ORDERS & DELIVERY

A product or size is sold out. Will it be in stock again soon?
This product or size may be back in stock soon. Please leave your email details, so that you can receive a notification when it’s back in stock. You can of course also contact one of our stores for the store stock.

I just placed an order. When will it be delivered? 
We strive to ship your order as quickly as possible. Within the Netherlands, the estimated delivery time is 1 to 3 days. The delivery time in other countries can be found here.

Where can I find the status of my order?
As soon as your order is packed we will send you a shipment comfirmation email with the delivery information and a link to track your order online.

What are the shipping costs for my order?
Shipping your order within the Netherlands is free. If you would like to place an order while you are abroad you can discover your current locations shipping fee here.

My order is incomplete or damaged. What now?
In that case, we ask you to contact our customer service department. If something isn't quite right you can send your order number and a photo of the complaint to webshop@n-brands.com. Concerning an incomplete order, it may occur that different items are delivered separately. We will make sure to inform you if this is the case, and the parcel to be delivered and its delivery status can be followed via the new track & trace code from DHL that you’ll receive by email.

Is it possible to cancel my order?
Unfortunately, we cannot cancel placed orders, because they are automatically processed in our systems. After you’ve received the order, you can return it.


RETURNS

What is the return policy?
You have 14 days to return your item(s), starting on the day the item is delivered. We ask that all items are returned unused and, if possible, in original packaging with all their tags attached. The return costs are free within the Netherlands. If you would like to return an order while you are abroad you can discover your current locations return delivery fee here.

How do I return my order?

  1. Indicate with item(s) you’re returning on the enclosed return form, and state the reason for return.
  2. Place the item to be returned and the return form in the original packaging. If you have lost it, please contact us for further assistance at webshop@n-brands.com with your order number.
  3. Hand in your return shipment at a DHL point (www.dhlparcel.nl/consument/dhl-servicepoints) and keep your proof of shipment.
  4. You will receive a confirmation by email when your return has been processed. You can expect to receive a refund transferred to your account within 14 days. If you have paid with AfterPay, the claim will lapse.

Can I return my order in the stores?
Yes, you can also return your online order in one of our stores. We kindly ask you to bring the invoice and return form with you.

Can I return items from the SALE?
Yes, you can also return SALE items, under the same conditions.

I used a gift card with my order. How does the return work?
The used balance will be refunded to the gift card in case of a return. We therefore recommend keeping the gift card until you are sure that your purchase is final.

Can I exchange products?
No, unfortunately that’s not possible. We advise you to place a new order yourself.


PAYMENT

How can I pay?
You can pay with iDeal, AfterPay, PayPal, Credit card, Giropay, Mister Cash, FashionCheque and with a VVV Gift Card.

How do I see if the payment has been completed?
You will receive an order confirmation by email. 


ACCOUNT

How do I create an account?
1. 
Click on the figure at the top right of our webshop.
2. 
Under “Create Account”, click “Continue”.
3. 
Enter your details and click “Continue”. You now have an account!

Do I need an account to place an order?
No, you can also place an order without having an account. 

I forgot my password. How can I reset it?
You can click on “Forgot your password?” under the password bar to request a new password. 


N-BRANDS MEMBERSHIP

How can I register for the N-Brands Membership?
You can register for the N-Brands Membership in 3 ways:

  1. In the shop at the checkout: Please provide your full name and phone number before paying. Shortly afterwards you will receive a text message from N-Brands including a link to register. We immediately add the points earned from your latest in-store order to your account. Do you also want to collect points on your webshop aswell? Then make sure you register with the same email address as the one you have used or will use for your webshop account.
  2. After a purchase in the webshop: After the webshop purchase you will receive an email from N-Brands containing information about the membership program and a link to register. This email contains information about the program and a link to register. We immediately add the points earned from your webshop order to your account. Want to collect points on your in-store orders aswell? Then follow the steps from point 1, but instead of creating a new account, log in with your account after the text message.
  3. Via the membership page on our website: You can also already register without making a purchase. Make sure you register with the same email address as the one you have used or will use for your webshop account. You automatically collect points after a new purchase on the webshop. Do you also want to collect on your in-store orders aswell? Then follow the steps from point 1, but instead of creating a new account, log in with your account after the text message.


How do I collect points?
Earning points as an N-Brands member is possible in two ways; on our webshop and in-stores. Please read through the specifications for each option:

-        In-Store orders: When earning points from your in-store orders, the following payment methods must be used as your savings card: A debit card, credit card or Apple Pay. *Do not worry, we do not use sensitive information. We only use the NFC chip of your debit card (or telephone) to recognize your card as a unique card. Therefore, this does not link to your bank account or any personal data. It's 100% safe and reliable.

  • Do you not have your regular savings card with you, or do you have a new debit or credit card? No worries, it is possible to link multiple payment methods. When you pay with a different card than your regular savings card, inform the cashier and they will look you up in the register. You will then receive a text message with a link. Click on this link and log in with your existing account. Your second payment method is now linked.

-        Webshop orders: Earning points on our webshop is easy. After registering through an in-store purchase or via the membership page on our website you will automatically collect points after each new purchase. In order to make sure that both webshop and in-store orders are linked to the same account, please ensure the email you sign up with in-stores correlates to your webshop account, that way you link your in-store and webshop orders so that they automatically upload points to the same account.


How do I redeem my points?
With your earned points you’ll earn coupons, gifts and discounts. Each level gives you access to extra benefits. On special occasions we add extra coupons. You can redeem a coupon in one of our stores or in our webshop. When you level up, the coupons for that level become visible. 

How long will my vouchers be valid?
You can use them after 1 month, because within that month it’s still possible to return your order. Once you’ve received the voucher, it is redeemable for 11 months. You stay in a certain level for a year, unless you’re reaching a higher level.

I just ordered something from N-Brands, but only saw afterwards that the membership exists. Can I still get points for that order?
After ordering you will receive an email from N-Brands about the membership. This email contains information about the program and a link to register. Click on this link to register. This will immediately add the last (online) order to your account, so you receive points immediately.

I have placed many orders in the past. Can I still get points for those orders?
Unfortunately, that’s not possible. We recently started our membership, so you can only collect points since then.


GIFT CARDS

Is it possible to buy a gift card?
That's only possible in our physical stores. Unfortunately, you can't buy gift cards on our webshop.

Is it possible to exchange my gift card online?
No, unfortunately that's not possible. Only in our physical stores you can buy and exchange gift cards.

What if my gift card almost expires, now the physical stores are closed?
In this case we ask you kindly to contact the nearest store, so that a suitable solution can be looked for.


Is your question not in this FAQ? Please feel free to contact our customer service by sending an email to webshop@n-brands.com.