Contact +31 (0)88 50 62 830

FAQ


ORDERING & 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 you’ll receive a notification when it’s in stock again. 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?
When your order is shipped, you will receive a track & trace code by email. With this you can view the status of your order.

What does shipping my order cost?
Shipping your order within the Netherlands is free. We do charge costs in a number of other countries. You can find them here.

My order is incomplete or damaged. What now?
In that case, we ask you to contact or customer care department. You do this by emailing your order number and a photo of the complaint to webshop@n-brands.com. It can occur that different items are delivered separately. We will inform you clearly about this, and the parcel to be delivered and its delivery status can be followed via the new track & trade 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. It can only be returned unused and, if possible, in original packaging with original hangtag. The return costs are free within the Netherlands. In some other countries it’s not. You can find those costs 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, you can send an email to 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. The purchase amount will be transferred to your account within 14 days. If you have paid with AfterPay, the claim will lapse.

Can I return my order in the physical stores?
Yes, you can also return your order in one of our stores. We 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 name and phone number before paying. Shortly afterwards you will receive a text message from N-Brands including a link. Click on this link to register. We immediately add the last order (from the store) to your account, so you receive points immediately. Do you also want to collect points in the webshop? Then make sure you register with the email address you also use (or will use) in the webshop.
  2. After a purchase in the webshop: After the purchase 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. We immediately add the last (online) order to your account, so you receive points immediately. Do you also want to collect in the store? 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 register without purchasing. Then you’re a member already. Make sure you register with the same email address you use (or will use) in the webshop. You automatically collect points after a new purchase in the webshop. Do you also want to collect in the store? 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?
After you have registered, you can earn points in 2 ways: in the webshop and in the store. All points come in on 1 account. To make this possible, you can easily earn points in the following ways:

-        With your debit card, credit card of Apple Pay as savings card: Don’t worry, we don’t use sensitive information of course. We only use the NFC chip of your debit card (or telephone) to recognize your card as a unique card. This is therefore not linked to your bank account or any personal data. It’s 100% safe and reliable. You can link multiple payment methods. Do you pay once with a different card, with Apple Pay, or do you have a new debit card? Tell this to the cashier. She 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.

-        With your email address for the webshop: Make sure you register with the same email address that you use in the webshop or, from now on, place orders with the email address of your membership account. 


How do I redeem my points?
With your points, you’ll earn coupons, nice 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 coupons be valid?
You can use them after 1 month, because 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. We 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 posible. We recently started our membership, so you can only collect 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.