FAQ

1. Shipping and delivery

Which countries do you ship to?

We ship worldwide. Find out if we ship to your country here below

Country	Delivery Time	Cost
The Netherlands*	1 Business day	€5,00
Europe zone 1	1 - 4 Business days	€5,00
Europe zone 2, Australia, Canada and United States	2 - 6 Business days	€10,00
Rest of the world	4 - 12 Business days	€20,00 - €30,00

Europe zone 1:
The Netherlands*, Belgium, Germany, France, Luxembourg, United Kingdom

Europe zone 2, Australia, Canada and United States:
Austria, Czech Republic, Denmark, Estonia, Finland, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Monaco, Norway, Poland, Portugal, Serbia Slovakia, Slovenia, Spain, Switzerland, Sweden, Vatican City State

Rest of the world:
Aland Islands, Andorra, Belarus, Bulgaria, China, Croatia, Cyprus, Faroe Islands, Georgia, Gibraltar, Greenland, Guadeloupe, Guernsey, Hong Kong, Iceland, India, Indonesia, Isle Of Man, Israel, Japan, Jersey, Kosovo, Malta, Malaysia Mayotte, Moldova, Republic of, Montenegro, New Zealand, Reunion, Romania, Russia, San Marino, Singapore, Svalbard And Jan Mayen, Turkey, Ukraine, United Arab Emirates, South-Korea, South-Africa

How long does it take to process my order?

Orders are typically processed within 24 hours on business days, excluding holidays. You will receive a confirmation mail once your order is being processed.

What are the shipping costs?

We offer free shipping on all orders worldwide.

Country	Delivery Time	Cost
The Netherlands*	1 Business day	€5,00
Europe zone 1	1 - 4 Business days	€5,00
Europe zone 2, Australia, Canada and United States	2 - 6 Business days	€10,00
Rest of the world	4 - 12 Business days	€20,00 - €30,00

Europe zone 1:
The Netherlands*, Belgium, Germany, France, Luxembourg, United Kingdom

What are the delivery times?

Delivery times vary per country. You will receive a shipping confirmation per email with a tracking number when you order has been handed to the courier.

Country	Delivery Time	Cost
The Netherlands*	1 Business day	€5,00
Europe zone 1	1 - 4 Business days	€5,00
Europe zone 2, Australia, Canada and United States	2 - 6 Business days	€10,00
Rest of the world	4 - 12 Business days	€20,00 - €30,00

Europe zone 1:
The Netherlands*, Belgium, Germany, France, Luxembourg, United Kingdom

Where can I check my order status?

You will receive regular updates on the status of your order per email and a tracking code once your package has been shipped.

From where do you ship?

We ship all orders from our warehouse in the Netherlands.

2. Returns and exchanges

How do I return an item?

You can return any item purchased on the OOTD Online Store within 14 days of the delivery date. Here’s how:

Fill out the return form enclosed in your package. If you have lost your form, please contact us.

1. Make sure the item you return is in its original condition, tags and packaging included, otherwise we will be unable to accept your return and issue a refund.

2. Pack the item including the return form in the original delivery box, or any other solid shipping box. Ship the package with a carrier of your choice. Please note that the customer is responsible for these costs. Make sure to get a tracking number in case of mishaps.

3. Please send the package to: Cambuursterpad 60, Leeuwarden, Friesland, 8921LT, Netherlands.

How do I exchange an item?

We do not offer exchanges. If you wish to exchange an item simply place a new order and return the item you do not wish to keep. Once the returned item has passed inspection a refund will be issued.

How long does it take for a refund to be issued?

Your refund will be processed within 10 business days of receiving your return. Refunds will be issued through the same method of payment as the original purchase.

Can I use my own return service?

You can use any courier of your choosing. However, OOTD by OOTD is not liable for any theft or loss during transport; therefore, we recommend you choose a trackable shipping service.

I have received a faulty product. What should I do?

All products are thoroughly inspected by our quality control department prior to shipment. Please contact our customer service if you do find a defect so we can provide a solution.

3. Orders

Do I need to set up an account to order something online?

You do not have to set up an account to shop with us. You can checkout as a guest. Signing up for an account does make a future purchase easier by saving your details for the next time.

I've added the incorrect shipping address, how do I change it?

Contact our customer care team to change your shipping address. The shipping address can only be changed before the order has been shipped.

Can I cancel my order?

Orders can only be cancelled by our customer care team before it has been processed. After that, we cannot guarantee a cancellation. If you have requested a cancellation after the order has shipped, you must instead return it for a refund. Please contact our customer care team to cancel an order by emailing to yourfriends@ootdbyootd.com.

4. Payments

Which payment methods do you accept?

We accept the following payment methods: Paypal, iDeal, Visa Credit card, Mastercard Credit Card, Sofort Banking and Giropay.

Will there be any additional costs to my order?

Orders within the European Union are shipped DDP (Delivery Duty Paid) and will not be subject to any additional charges. Countries outside the European Union are shipped DDU (Delivered Duties Unpaid) and additional charges may be added by your local customs. These fees are paid to the local carrier and customs.

5. Customer service

How do I get in contact with OOTD by OOTD?

You can contact us via our email address. Feel free to contact us at any time.

How do I receive the latest information from OOTD by OOTD?