FAQ

Orders & payment

Orders

How do I place an order?
Click on the article you would like to buy, select your size and add it to your shopping cart. The article will remain in your cart while you continue shopping. To order your item(s), click the shopping cart in the top right corner and select ‘checkout’. If you are not yet logged in or have yet to create an account, you can do so in the process.

How do I create an account?
Go to your shoppingbag and click 'ga door naar afrekenen'. Complete the form with your name and contact information and check 'account aanmaken en gegevens bewaren'. Your details will be saved and the next time you can directly log in via 'sign in' in the top right corner. 

Is it possible to place an order without an account?
Yes, it is possible to place an an order without creating a personal account.

How can I change my account details? 
When logged in, click “account’ in the top right corner. This will take you straight to your current account information where you can make the desired adjustments.

Is it possible to change or cancel my order? 
Up until payment, you are free to make changes to your order. However, once you have paid it is no longer possible to change or cancel your order. Of course, you can exchange or return your items after they have been delivered to you. We will refund your purchase within 14 days of the return.


Payments options

We offer the following payment methods:
iDEAL 
IDEAL is a Dutch online banking system which allows you to make direct online payments. The service is based on online banking and, using similar security techniques, is equally secure. The following banks offer iDEAL: ABN AMRO, ASN Bank, ING, Knab, Rabobank, RegioBank, SNS Bank, Triodos Bank en van Lanschot. If you wish to pay using iDEAL, simply select your bank from the drop down menu. This will take you to your bank’s familiar online banking page from where you can follow the given steps to complete your payment.

Bancontact/Mister Cash
Bancontact/Mister Cash is a Belgian online banking system which allows you to make direct online payments. The online payment is via Mister Cash, based on specific security measures of your own bank. You can use this method if you are banking with one of the following banks: Dexia, Fortis, ING, Fortis, KBC, CBC, AXA bank and VDK Savings Bank.

PayPal
PayPal is a system, which serves as an intermediar at online payments. You can link you bank account or creditcard to PayPal, or you can deposit cash in your PayPal account. If you decide to use PayPal as payment method, you will be directed to the PayPal login page. Once you are logged in, you will be directed to the payment page. This screen includes a description of the ordered products and the transaction amount.

What are the shipping costs?
Shipping within the Netherlands and to most of Europe is free of charge for orders over 50 euro. For orders under 50 euro the shipping costs will be 4,95 euro. 

Do your prices include VAT?
Yes, VAT is included in all our prices.

What is your (IBAN) account number? 
Our IBAN-accountnumber is: NL34 RABO 0191 8426 48 in the name of Changing Life Retail B.V.
Not paying from a Dutch account? Use our BIC number: RABONL2U 

Where can I find details concerning my invoices and payments? 
Once logged in, you can find all details in your account.


Delivery & Pickup

Who delivers my order?
All our domestic orders are shipped through PostNL. All orders outside the Netherlands are shipped through trusted European partners of PostNL. 

Is it possible to pickup my order? 
At this moment it is not possible to pick up your order.

What is the delivery time? 
All orders placed on working days (Mo - Fri) before 4PM will be shipped the same day. Domestic orders will be delivered the next working day. European orders will take 2 - 3 working days to be delivered. Overseas orders may take 5 - 15 working days.
Although we take great care in shipping your order, the possibility exists that orders fail to be delivered or arrive incomplete. In the unfortunate case that your order is incomplete, we kindly request you to contact us within 7 days after delivery. 


Returns & Exchange

Is it possible to exchange or return my order?
Our aim is to deliver a perfect product. Nevertheless, if you're not satisfied with your purchase you can return your products within 14 days of having received your order. Please take good care of the items you wish to return and return the products in their original packaging. Please do not remove any labels.  

How do I return or exchange my order? 
A return form is included in the parcel. Fill out the form with the required information, enclose it in the parcel alongside the items you wish to return and send the package back to us through a postal carrier of your choice.  You have 14 days to return your order. Shipping costs will be for your own account. 

Is it possible to deliver the exchanged article to a different address than my initial order? 
Yes it is. Please fill out the address you would like your new order to be delivered to on the return form. 

Are returns and exchanges free of charge?
The costs of shipping your returns or exchanges will be for your own account. We only accept items for return or exchange that have been well taken care of and still have their labels attached. We are not responsible for any mistakes made in the process of shipping your returns, such as mistakes in the write-up of our return address or errors on behalf of the carrier service. 

Is it possible to personally return the package to your office? 
That's no problem. However we don't give cashbacks. If you are looking to have your item exchanged, you are more than welcome to collect your new piece from our store. If you would like a refund for your returns, we will transfer the due amount to your bank account within 14 days. 

Will I receive my money back if I return a product?
Yes of course! As long as the product(s) you have returned have reached us in their original state with all labels still attached and within 14 days of the initial delivery of your order, we will refund you your money within 14 days.