- No charge
- VISA, MasterCard or American Express
- €9,95 return postage
We currently accept only VISA, MasterCard and American Express. When you pay with a debit card, the transaction is processed by our payment partner, Adyen, to ensure fast and secure payment.
Has my order been processed?
You will receive an order confirmation at the email address you provided almost immediately after your purchase has been approved.
The purchase did not go through, but has it made a reservation anyway?
A charge in your bank account may rarely occur even if there was an error in the order. In such a case, it will be undone within 1-5 business days.
When will I receive reimbursement for my return?
From the date you sent your package, it can take up to 14 days for us to receive and process the return. You will receive a return confirmation email as soon as the return has been processed. The refund process is also started at that time. For orders paid for by credit card, this process will take 1-5 working days. Refunds are always made to the card that was used for purchase.
- Pay the invoice after you receive the parcel
- Invoice fee €1,50
- Make the payment within 14 days
- Shipping fee €4,95 per order
AfterPay will send you the invoice by email (sometimes before you receive the parcel). On the invoice you will find all the information necessary to make the payment. Make sure that you provide a valid email address, because contact will mostly be by email. AfterPay invoices usually need to be paid within 14 days from the date on which you received the parcel. Read the full terms and conditions for payments by AfterPay invoice on AfterPay’s website.
I returned an item. What should I pay AfterPay?
You will not need to pay for the items that you returned. AfterPay will send you an email with the updated payment details once we have processed the return. However, to avoid any reminder fees, we recommend that you do not wait with the payment until we received the return. Instead, use the payment details on the digital invoice to transfer the correct amount. You only need to pay for the item(s) you kept, plus the invoice fee, and if applicable, the shipping fee and the return fee. If you returned your entire order, then you only need to pay the return fee. You can use the payment details on the original invoice to transfer the amount. You can also register your return at AfterPay, through the AfterPay App. This will postpone your due date by 10 days.
More questions? Call AfterPay on 020 7230 270.
I returned my order, but I still received a reminder!
It may occur that AfterPay sends a reminder before we've had a chance to receive and process the return. It can usually take up to two weeks before we receive a retur, so if two weeks have not yet passed then there is nothing to worry about. Have you not received the return confirmation email from us after two weeks, kindly contact our customer service. In the meantime, make sure to pay for the kept item(s), plus the invoice fee and, if applicable, the shipping fee and the return fee.
How do I get my money back if I have already paid AfterPay's digital invoice?
AfterPay is notified as soon as we have received and registered the return. They will refund the amount that was overpaid to the same account that was used for payment.
Why can't I pay via AfterPay?
AfterPay may have different reasons to deny your request for payment by digital invoice. These are the most common reasons:
- Your are younger than 18 years of age.
- The date of birth was entered incorrectly. Use the following format: 'ddmmyyyy'
- You have reached your credit limit for AfterPay. For the first AfterPay payment, there is a €400 limit. If you have made a purchase through AfterPay before, then the limit is €600.
More information? Call AfterPay on 020 7230 270.
- All your Collector invoices on a single invoice the following month
- Collector charges 2,95 € per compound invoice
- Shipping fee 5 € per order
- Free delivery for orders exceeding 75 €
If you order on Collector invoice several times a month, then you can collect these invoices on a single compound invoice and pay for all of them in one payment. The compound invoice with the necessary payment information will be mailed to you the following month and needs to be paid in full within 30 days. Collector will add a 2,95 € service charge per compound invoice. Read the full terms and conditions for the Collector compound invoice on Collector’s website.
Can I pay in installments?
We cannot offer payment in installments at this time because our partner in invoice payments, Collector, is unable to extend credit in The Netherlands. Instead, Collector offers the possibility to collect your invoices during one month, on one single invoice. This compound-invoice will be mailed to you the following month and needs to be paid in full within 30 days.
Why was my payment on the compound-invoice declined?
There can be different reasons for our partner in invoice payments, Collector, to decline your request. Below are the most common reasons:
- You are younger than 18 years of age.
- The delivery address is incorrect. If you want to order on invoice, then only your official address will be accepted.
- The format of your date of birth is incorrect. This is the correct format: "DDMMYYYY".
- You have reached your credit limit. For more information about this, please contact Collector at [email protected] or by phone at: 070-8080248 between 9-12 AM or 13-16 PM.
- No charge
- Shipping fee 4,95 € per order
The order was declined, but the amount has been withdrawn anyway?
Since the payment method allows us to withdraw the amount directly from your account, there is a risk that the amount is charged even if your order has not been carried out. You will of course receive a refund directly to your bank account, but it can take up to 5 working days (Mon-Fri) until the amount is available.
When will I receive reimbursement for my return?
It usually takes about two weeks from the date you returned your package until we receive your return. We will send you a confirmation email as soon as we have received the return and started the refund procedure. Within 5 working days (Mon-Fri), the amount will be refunded to the bank account used for purchase.
Sales and Campaigns
If you have a rebate card or code you want to use, simply fill in the code at checkout and click "Activate". You will immediately be able to see the final price in the order overview.
Can I combine sales and gift cards?
Yes, you can! However, you cannot combine discounts with other discounts, or rebates, and already reduced items.
Where can I see the validity of my gift card?
You can find the validity of your gift card either in the email with which you received the e-gift card or on your physical gift cards. For NLY Points, you can check the validity under "My Pages".
Do you have a discount code I can use?
By following us on social media such as Facebook, Instagram, Twitter, and Snapchat, you are always the first to take advantage of our discounts and offers. We also recommend signing up for the newsletter so you don't miss a thing.
We use SSL (Secure Socket Layer) which is a security protocol for secure data transmission over the Internet (or other networks). The SSL protocol provides an encrypted channel between sender and receiver. Encryption ensures that no one can tamper with the data (message integrity). The SSL protocol uses digital certificates to verify the sender and/or recipient of the data transfer (Server Authentication)
- No charge
- Fast and safe
- 9,95€ return postage
Pay faster and more safely by using PayPal. You can choose to fund your payment from your PayPal balance or via a debit or credit card associated with your PayPal account.
3Contact customer service
Ask Us a Question!
We don't have a phone number, but we'll be happy to help you via this contact form. We'll do our best to reply to your query as soon as possible, within 48 hours, weekdays (Mon-Fri).
If you have a complaint about a product or our service, then this is also the place for that. You will receive a confirmation that your complaint was received and you'll get a proper answer as soon as possible, although always within 14 days. If you do not agree to the answer, and we cannot come to a solution together, then you can put your complaint before the Thuiswinkel Disputes Committee, P.O. Box 90600, 2509 LP in The Hague (www.sgc.nl), or the European ODR Platform via this link.
We are currently experiencing particularly high demand at our warehouse, which can unfortunately result in longer delivery times. We apologize and want you to know we're working as fast as we can! <3 Nelly
From now on we only communicate in English but all other things remain the same! Please be aware that we will only respond to emails written in English.