We have listed the most frequently asked questions and answers for you.
Ordered Thursday, May 14, is delivered Saturday, May 15.
Opening hours customer service
Easter Monday 5 April - Closed
King's Day Tuesday 27 April - Closed
Ascension Day Thursday 14 May - Closed
Whit Monday Monday 24 May - Closed
Shipping & 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 are the shipping costs?
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.
€ 3,50. Free shipping on orders over €75,00
United Kingdom, France
€ 10,0. Free shipping on orders over € 200,00
Our customer support may contact you regarding additional shipping costs in case your order will be above eur750 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.
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 10.30 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 10.30 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:
New Zealand 5-7
United Kingdom 2-3
United States 3-6
South Africa 5-8
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.
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.
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.
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.
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.
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.
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 [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 colors. 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.
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 forgotten
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.