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Frequently Asked Questions

Just ordered something, when can I expect my order? We do our utmost to fulfill all orders within 48 hours. For the latest updates about your package, check the tracking link of your package.

Are deliveries affected by COVID-19? We do our utmost to fulfill all orders within 48 hours. This means that when you place an order, your package leaves our warehouse within 48 hours.

How can I contact customer service? Our customer service team is still available to assist you with your orders during this time. You can fill in our contact form or send an email to [email protected]

PRODUCT:

What size should I buy? We recommend that you take a look at the product page of the item you are interested in for specific sizing information.

Can you provide more information about a specific product? Surely! Please contact us by email if you would like more information about a product. We are happy to help you!

The item I want is out of stock. Will it be replenished? We are sorry that the item you are interested in is out of stock. Every now and then, depending on the style, items and sizes are replenished. Can’t wait? It is possible that one of our official retailers still has the item in stock. Send us an email so we can check this for you.

My purchased item is damaged. What should I do? We are sorry that the item you bought has been damaged. You can contact us by mail and we will offer you a solution as soon as possible. Please do not return damaged items without contacting us first. You need a return form to return a damaged product.

How do I take care of my items? All items in our collections are provided with a care label. We strongly recommend that you always follow the instructions on this label. If you have any questions or would like further advice, please contact us by email.

PAYMENT:

What are the available payment methods? You can pay for your order with the following options: PayPal, iDeal, Creditcard, Mastercard Creditcard

My payment has failed. What should I do? A few problems can occur: Did you receive the “Payment Failed” notification after going through the payment process? There are a few solutions: delete your cookies and cache data, use a different browser, or use a different payment method. If this does not solve the problem, please contact us. If you used a credit card that was not linked to your shipping address, the order will be automatically canceled to prevent fraud. Depending on your payment method, you will receive the purchase amount within 1 to 5 days. If the purchase amount has been debited from your bank account and the order has failed, please contact us as soon as possible so we can start processing your order. Send us a screenshot of the payment and we will send you the product.

Are there additional costs associated with my order? Orders within the Netherlands are shipped and picked up for free. Other countries will be charged extra for transport and by your local customs. These fees are paid to the local carrier and customs and are not collected by Koll3kt.

How will my order be refunded in the event of a return or a defective item? If you have returned your order and selected “money back”, we will refund you as soon as possible within 14 days of receiving your return. We always refund the amount to the bank account / credit card with which you placed the order.

How can I contact your customer service? Your customer service team is still available to assist you with your orders during this time. You can send us an email to [email protected]

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