Shipping and Delivery
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 is the estimated delivery time?
In the Netherlands, orders placed after 12.00 CET but before 23.30 CET will be delivered the next day. Orders placed after friday 23.30 CET will be delivered on Tuesday.
See the list down below for the estimated delivery time in business days for orders outside The Netherlands:
New Zealand 5-14
United Kingdom 3-6
United States 6-14
South Africa 6-10
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]
What are the delivery times during holidays?
During holidays delivery times are adjusted:
Ordered on Sunday 24 or Monday 25 December, will be shipped on Wednesday 27 December.
Ordered on Saturday December 31 and Sunday January 1, will be shipped on Monday January 2.
Ordered on Sunday, December 31 and Monday, January 1, will be shipped on Tuesday, January 2.
Due to the increased demand during the holidays, it is possible that delivery will take longer than usual. We do our very best to deliver as fast as possible. Aditionally, also take into consideration delays at our carriers DHL and PostNL.
What are the shipping costs?
Country Shipping Costs
The Netherlands Standard shipping costs €3,95. Free shipping on orders above €75,00.
Belgium, Germany Standard shipping costs € 3,95. 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.
Please note that for orders outside the EU, import duties may apply for orders over €150. These fees are not included in the total price and must be paid separately upon delivery. Import duties vary by country, so please contact your local customs office for more information on the rates and regulations in your area. We do not have control over these charges and cannot predict their amount. It is the customer's responsibility to pay any additional charges for customs clearance. Customs policies and procedures vary widely from country to country, so we recommend that you contact your local customs office for further information. Please be aware that international shipments may be subject to opening and inspection by customs authorities. We cannot guarantee that your order will arrive without being inspected, and we are not responsible for any delays or damage caused by customs inspections. We appreciate your understanding and cooperation in complying with international shipping regulations. If you have any questions about your order or shipping, please do not hesitate to contact us._
What are the opening hours for customer support during the holidays?
During the holidays our customer service will have adjusted opening hours:
Easter monday 10th of April - Closed
Kingsday thursday 27th of April - Closed
Ascension weekend 18th and 19th of May - 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.
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
How unfortunate that this happened to you! If this happens, please let us know as soon as possible via email, phone or chat! The standard procedure for these cases is to start an official search with the carrier to see where your package is. This can take about 5 to 20 business days. We kindly ask you to check up on your neighbours in the meantime. You can find more information about lost orders on this page.
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?
We currently deliver to the following countries:
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, Curacao, Israel, Japan, Nepal, New Zealand, Sri Lanka, 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.
What are the return costs?
The Netherlands PostNL: € 4,95
DHL: € 4,95
Belgium, Germany, France DPD: € 9,95
Rest of the world Use the prices of the local post office.
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.
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.
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.
Which payment methods do you offer?
At Freshcotton you can choose from different payment methods:
Our transactions are carried out by Mollie, so you will likely see this company name on your debit.
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.
What payment options are available?
At Freshcotton these are the current payment options:
Our transactions are carried out by Mollie. You will be able to see this name on your account.
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 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.