Customer service

Holidays

What is the estimated delivery time during the Holidays?

During the holidays Freshcotton will have an adjusted delivery schedule. Below you will find an overview of adjusted delivery schedule:
Ordered on Wednesday April 27th, will be shipped on Thursday April 28th.
Ordered on Thursday May 25th, will be shipped Friday May 26th.
Ordered after 17.00 Saturday June 4th, will be shipped on Tuesday June 7th.
Ordered on Sunday June 5th or Monday June 6th, will be shipped on Tuesday June 7th.

Due to the holidays, it is possible that it will take a bit longer to deliver your order. We are doing our best to ship every order as soon as possible. Please be mindful of any delays from our carriers like DHL and PostNL. Keep an eye on your track & trace for any updates concerning your delivery.

What are the opening hours for customer support during the holidays?

During the holidays our customer support will have adjusted opening hours. Below you will find an overview of adjusted opening hours:

King’s night Tuesday April 26th - Closed from 17.30
King’s day Wednesday April 27th - Closed
Ascension Day Thursday may 26th - Closed
Friday May 27th - Closed
Whit Monday Monday June 6th - Closed

On weekends our customer support is also closed.

Shipping & Delivery

What is the estimated delivery time during the Holidays?

Can I pick up my delivery?

Unfortunately this is not possible. We are working with an automated warehouse so the option to pick up your delivery is not possible. Although, it is possible to select a pick-up point in your neighborhood to collect your order.

What are the shipping costs?

Country	Shipping costs
The Netherlands	Standard shipping costs €3,50. Free shipping on orders above €75,00. Same Day delivery € 10,00. Free Same Day delivery on orders over € 250,00.
Belgium, Germany	Standard shipping costs € 3,50. Free shipping on orders over €75,00.
United kingdom, France	Standard shipping costs € 10,00. Free shipping on orders over € 200,00.
Poland, Czech Republic, Hungary, Luxembourg, Austria, Denmark, Liechtenstein, Slovakia, Monaco, Slovenia, Lithuania, Sweden, Ireland, Latvia, Spain, Italy , Estonia, Denmark, Portugal, Greece, Finland, Croatia, Romania, Bulgaria, Serbia, Bosnia and Herzegovina	Standard shipping costs € 20,00.
Switzerland, Norway, Iceland	Standard shipping costs € 35,00.
Rest of the world	Standard shipping costs € 61,00.

Our customer support may contact you regarding additional shipping costs in case your order will be above €750 and needs to be shipped in multiple XL shipping boxes.

You may be required to pay additional costs as customs duties, VAT and other import fees in your country.

What are the opening hours for customer support during the holidays?

During the holidays our customer support will have adjusted opening hours. Below you will find an overview of adjusted opening hours:

King’s night Tuesday April 26th - Closed from 17.30
King’s day Wednesday April 27th - Closed
Ascension Day Thursday may 26th - Closed
Friday May 27th - Closed
Whit Monday Monday June 6th - Closed

On weekends our customer support is also closed.

Do you also deliver during weekends?

For our orders within The Netherlands it is possible to get your order delivered on Saturday if your order is placed on Monday till Friday 23.30 CET. Be aware that this is a goal and that it is not always possible to guarantee this. Orders placed in the weekends will be processed the first Monday after and you will receive the package the latest on Tuesday.

For our orders outside The Netherlands, it depends per carrier if they are able to deliver in the weekends.

What is the estimated delivery time?

During the week from Monday till Friday you can place your order before 09.45 CET and get it delivered the same day, this is only available for orders within The Netherlands! To choose this option extra costs will be added. All orders placed after 12.00 CET but before 23.30 CET will be delivered the next day. Orders placed on Saturday before 17.00 CET will be delivered on Monday. Orders placed on Saturday after 17.00 CET will be delivered on Tuesday.

See the list down below for the estimated delivery time in business days for orders outside The Netherlands:

Australia 6-8

Belgium 1-2

Canada 5-6

Curacao 4-8

China 9-15

Germany 2-3

Indonesia 4-9

Italy 3-6

Japan 4-7

France 2-3

New Zealand 5-7

Norway 2-4

Russia 8-14

Spain 3-5

Turkey 5-8

United Kingdom 2-3

United States 3-6

South Africa 5-8

Sweden 2-4

Switzerland 2-3

What happens to my order when I’m not home?

If you are not home at the time your parcel is delivered the following situations may occur:

Your parcel is going back with the carrier and they try again the next day.
Your parcel has been delivered to the neighbours.
Your parcel has been delivered to a parcel point.

In some cases, if the delivery fails due to an incorrect address, your parcel will be returned to the sender. If this happens, please reach out to our customer support through chat, whatsapp or send an email to [email protected]

My order is delayed

We do our best to ship your order within the given estimated delivery time. However, small mistakes can happen and several factors may cause a small delay. No worries, our support team will assist you when needed.

Can I have my order delivered at a parcel point?

Yes, that is possible! You can choose to have your order delivered at a parcel point. You can select this option by ‘Your invoice and shipping address’ at checkout.

This only applies to orders from the Netherlands.

My package is missing

If this happens, please let us know as soon as possible via email, phone or chat! The standard procedure will contain a research with the carrier to see where your package is. This can take about 8 business days. We kindly ask you to check up on your neighbours in the meantime.

How do I change my delivery address?

It is only possible to change your address before your order has been shipped. We process orders fairly quickly and therefore it is not always possible to communicate a change of address in time. As soon as the parcel is out of our hands, it is best to contact the carrier.

In which countries do you deliver?

At the moment we deliver to the following countries:

EUROPE:

The Netherlands, Belgium, Germany, United Kingdom, France, Poland, Czech Republic, Hungary, Luxembourg, Denmark, Liechtenstein, Slovakia, Monaco, Slovenia, Lithuania, Sweden, Ireland, Latvia, Spain, Italy, Estonia, Portugal, Finland, Croatia, Romania, Greece, Serbia, Bosnia and Herzegovina, Bulgaria, Austria, Iceland, Norway, Switzerland.

The rest of the world:

Australia, Colombia, Curaçao, Israel, Japan, Nepal, New Zealand, Sri Lanka, The United States, Ukraine.

When am I eligible to receive free shipping?

The Netherlands, Belgium, Germany: Free shipping from a purchase amount of €75.

The United Kingdom, France: Free shipping from a purchase amount of €200

There are no free shipping options available for the rest of the world.

Returns

How do I send back my order?

The Netherlands, Belgium, Germany, France

You can return your order within 40 days. When returning your order, you are partly responsible for the return costs. We advise you to send your return shipment with track & trace so that you have proof of the shipment. You can return your order if it is provided in the same condition as received. You are obliged to register your return. Returns that have not been registered cannot be processed. You can register via:

Go to returns.freshcotton.com
Fill in your ordernummer and the email address that you used to place the order.
Here you select the items you want to return. Please indicate the reason for return for each item.
Now you can choose a shipping method and pay for your return label.
You now will receive a confirmation email with the purchased label attached.
Print out the label and put it on the package.
Drop off your return at the nearest post office.
Keep the proof of shipment. This is your proof of return. Freshcotton is not liable for returns that are lost and where proof of shipment is missing.

Rest of the world

If you would like to return your order, the buyer is responsible for the costs. We advise you to send your return parcel with a track & trace code. It is only possible to return your order if the article is in the same state as received. Think about the tags that still need to be attached. Please use the return label enclosed with your order. Drop the box off at a trusted shipping carrier. Make sure you include a tracking service with your shipment and save the proof of shipment. This ensures that the package can be traced and it also counts as proof for your return. Freshcotton is not responsible for returns that get lost and of which proof of shipment is absent.

What is your return policy?

The Netherlands, Belgium and Germany

We kindly ask you to register your return via returns.freshcotton.com. We cannot process your return, if you didn’t register online. You can login with your order number and email address. You can purchase your return label. After registering your return, you will receive a confirmation email with the return label enclosed. Drop the box off at a trusted shipping carrier. Make sure you include a tracking service with your shipment and save the proof of shipment. This ensures that the package can be traced and it also counts as proof for your return. Freshcotton is not responsible for returns that get lost and of which proof of shipment is absent.

Rest of the world

If you would like to return your order, the buyer is responsible for the costs. We advise to send your return parcel with a track & trace code. It is only possible to return your order if the article is in the same state as received. Think about the tags that still need to be attached. Please use the return label enclosed with your order. Drop the box off at a trusted shipping carrier. Make sure you include a tracking service with your shipment and save the proof of shipment. This ensures that the package can be traced and it also counts as proof for your return. Freshcotton is not responsible for returns that get lost and of which proof of shipment is absent.

What are the return costs?

Country	Return Costs
The Netherlands	PostNL: € 2,95 DHL: € 2,95
Belgium, Germany, France	DPD: € 9,95
Rest of the world	Use the prices of the local post office.

Have you received my return shipment?

We expect to process your return shipment within 5 business days of arrival in our warehouse. Once we have received your return shipment, you will be notified via email. Within 5 business days you will receive your money back. Please be ware that we are only able to refund the same way as paid.

I need a new return form

You have received a copy of your return form as attachment of your Track and trace mail.

Can I exchange my order?

Unfortunately this is not possible. Are you doubting about your size? We suggest to contact our customer support team. We are trying our bests to help you find the correct size. If you need a different size, please place a new order via our website for the correct size.

How do I get my refund?

We expect to receive your return in our warehouse within 5 working days. As soon as our warehouse has rated your order, you will receive an automatic confirmation by email. From that moment we aim to refund the purchase amount within 5 working days. Please note that we can only refund in the same way that the payment was made. It may differ per bank how quickly the purchase amount is returned to your account. Did you pay via PayPal or Klarna? Then your invoice will be adjusted via PayPal or Klarna.

Orders

What payment options are available?

At FRESHCOTTON there are currently 7 payment options: iDEAL, PayPal, Visa, MasterCard, Bancontact/Mister Cash, American Express and Klarna (pay afterwards).

Our transactions are carried out by Mollie. You will be able to see this name on your account.

How do I know if my order is accepted?

Unfortunately, it can sometimes be the case that orders have not come through properly. If no money has been written off from your account and you have not received a confirmation email from us, this might be the case. To be sure, please contact the support team via chat, WhatsApp or [email protected]

Do I need an account to order on your website?

No, you don't need an account. As a guest you can place orders and return products with us. Your order number will be linked to your email address and therefore you don’t need to sign up for an account.

I entered the wrong address with my order

If you are lucky, your package is not yet in the mail and we can change the address at our carrier. We will do our best to help you but if the package has already been shipped we probably won't be able to do anything.

Can I still change my order?

After your order has been placed, it will immediately be forwarded to our warehouse. Our employees will then immediately start working on this. Unfortunately, your order can no longer be changed. If you contact customer service quickly, it may be still possible to cancel the order.

Can I cancel my order?

It is only possible to cancel your order before it has been shipped. We process our orders very fast. This means that if you want to cancel your order, it is important to contact us as soon as possible. You can only cancel orders during the opening hours of our customer support.

I haven't received a confirmation email yet

Unfortunately, we cannot always prevent e-mails from ending up in the spam box. Always check first if the mail you are missing is in there. If not, you can always contact us by mail or phone. For payments via Klarna, Paypal, iDeal or credit card, the confirmation email will be sent immediately. If this is not the case, please contact our customer service.

Do you accept international orders?

Yes! You can place an order with us from another country and/or to another country.

Product Information

Warranty at Freshcotton

Is the quality of the product you have ordered not what you expected? That is of course not our intention and we would like to accommodate you in this. We have a warranty period of 3 months. Our warranty does not apply when the following points occur:

The product has been damaged due to inattention or improper use by the buyer.
The damage has been caused by a repair or modification by a third party without Freshcotton's consent.
Breakage or damage has been caused by water or fire.
Appearance changes due to normal use of the product.

Do you want to know whether your product is covered by our warranty? Please contact the support team via chat, whatsapp or [email protected] We would be happy to look for a suitable solution for you!

I have received a damage or faulty product

Our apologies! Please get in touch with our support department within 24 hours after receiving your order via suppo[email protected] Please send us some pictures of the issue and your order number. We will do our best to send a replacement if we have it in stock. Either way, we will find a suitable solution.

I am missing a product in my order

We advice to get in touch with our support team via email, phone or chat! We understand that this is very inconvenient and we will do the best we can to ship the missing article if we have it in stock.

I received the wrong product

This is of course very inconvenient. Please get in touch with our support team via email, phone or chat and we will do our best to ship the right product, if we still have it in stock.

The product is different from the website

We do our best do display all our products in their true colours. However sometimes this can be slightly different. Have doubts? Please get in touch with us via email, phone or chat and we will do our best to provide the best advice.

Payments

Which payment methods do you offer?

At Freshcotton you can choose from different payment methods:

iDEAL
PayPal
Klarna (pay later)
Visa
MasterCard
Bancontact/Mister Cash
American Express

Our transactions are carried out by Mollie, so you will likely see this company name on your debit.

Why is my preferred payment method not available?

There can be several reasons why a payment method is not available.

It can occur that the information you provided does not match your name and address. Then payment methods are blocked, this way no one else can impersonate you.

You can check your details and try the payment again. If your preferred payment method is still not available, you will, unfortunately, have to use another payment method.

Payment with iDEAL

With Freshcotton you have the option to pay via internet banking with ABN AMRO, ING, Rabobank, ASN Bank, Bunq, Handelsbanken, Knab, Regiobank, Revolut, SNS Bank, Triodos, Van Lanschot. To pay with iDEAL, go through the following steps:

Select your bank
This refers you to the payment page of your bank
Complete your payment
As soon as your order has been placed you will receive a confirmation email from us and the money has been written off.

Payment with Credit Card

With us, you can pay with MasterCard, Visa, and American Express. To pay by credit card, go through the following steps:

Select your card type and fill in the details
In some cases, you will be forwarded to the payment page of your bank where you pay with your card reader
Complete your payment
Once your order has been placed you will receive a shipping confirmation and the amount will be credited to your credit card.

Payment with PayPal

If you choose PayPal as a payment method, you will be immediately forwarded to the PayPal website during checkout. Here you can register as a guest or log in with your details.

When you have confirmed the payment, your PayPal account will be authorized and the order will be processed immediately. When we have received your order, the amount will be credited from your PayPal account.

The refund will also be made through this account if you return a product.

Payment with Klarna

As soon as you choose Klarna, a check is made to see if you can order for the chosen amount. In this check, Klarna looks at three factors, namely: your payment history, the amount, and in some cases external information from a credit bureau. It is a combination of factors that determines whether the purchase can be approved.

When you choose Klarna as a payment method, you will be redirected to the Klarna payment page. Here you fill in the necessary information and complete the order. After this, you will receive a confirmation email from us.

You will receive an email from Klarna with an invoice and payment instructions. You have 14 to 30 days to complete the payment.

When you return a product to us, your invoice will be updated by Klarna.

Payment with Bancontact

When you choose Bancontact as a payment method, you will be redirected to the payment page of Bancontact. Here you can pay using the QR code or fill in the card details and complete your order. After this, you will receive a confirmation email from us.

Privacy & Security

Find our Privacy Policy here.

Pay safely at FRESHCOTTON

For us, security is the most important thing. Through rigorous security checks, secure data storage, staff screening and compliance with every regulation at our payment providers, we can guarantee security, stability and reliability.

I want to be forgotton

Send an email from the email address you are using in the system to our customer service. Please indicate that you want to be deleted and we will delete any data related to you.

About Freshcotton

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