VLVT Online: buy online unique and luxury designer fashion
Ordered today, received on Monday with DHL. Free Service Number 0800 8189

FAQ - frequently asked questions

TO ORDER

Where can I find the status of my order?

You will be informed by e-mail about the status of your order. Also in your VLVT account you can always see the status of your order and follow your order.


I want to change my order, how do I do that?

Do you want to change your order after you have already paid? Then contact the ladies of customer service via the toll-free telephone number 0800 8189 or send an email to [email protected] l.
If your order has already been sent by us, it can unfortunately not be changed. For questions please contact our customer service.


Do the prices shown include VAT?
Yes, all prices on our site include 21% VAT.


I have a complaint and / or comment, what should I do?
If you have any complaints or comments, we are happy to help. Call us on the free service number 0800 8189 or send your complaint by e-mail to [email protected] . We will contact you as soon as possible and handle your complaint.

Are you happy with your product or helped well? Do you have improvements for our website? We would love to hear that too! You are welcome to send a message to [email protected] where our customer service is ready for you.

Are you not satisfied with the handling of your complaint? Then you can submit this to the Home Shop Disputes Committee, Postbus 90600, 2509 LP in The Hague (www.sgc.nl). You can also contact the ODR platform (http://ec.europa.eu/consumers/odr/).


How do I know for sure that my order has been confirmed?

If your order has been received successfully, you will receive a confirmation by e-mail. Your order is picked up internally by the relevant department and they prepare your order for shipment. Once the package has been sent, you will again receive a confirmation by email.


How can I enter a discount code?

You can enter a discount code via the overview page of 'the shopping bag'. Here you see, at the bottom left of the screen, a 'discount code' field. Don't forget to click on 'apply' after entering. After completing the order, it is no longer technically possible to process the discount.


Sold-out products still come in?

All products on VLVT.nl come directly from our branches on the Cornelis Schuytstraat or from our branch in Apeldoorn. Our online stock is directly linked to our physical store stock. If you want to order an item that is no longer displayed on our website, please contact our customer service via the service number 0800 8189 . We can further inform you about the stock and any possibility of reordering.


What about warranty?

All products ordered have a legal guarantee. Legal guarantee means that a product must do what the consumer can reasonably expect from it.

 

PAY

How can I pay?

You can currently pay with us via iDeal, Credit card (Visa & Mastercard), V Pay, SOFORT Banking, Bancontact / Mister Cash, PayPal, American Express. If you want to make a payment from abroad and / or the desired payment method is not listed, we kindly request you to contact our Webcare department on 0800 8189 or via [email protected] .


Where can I find my invoice?

We will send our invoice of the items you ordered with the order. You will also find this enclosed with the order in the shipping package. You will also receive the invoice by e-mail.


When will my payment be processed?

All iDEAL and credit card payments are processed almost immediately.

 

Is it possible to pay for my order afterwards?

With us you have the option to pay for your order at the door upon receipt (cash on delivery), but not afterwards. Please note, additional conditions may apply for this. To be able to order cash on delivery you must contact one of our Webcare Managers on 0800 8189 or via [email protected] .


Can I also pay in installments?

Unfortunately, payment in installments is not possible.


Why is only the 'Credit card' payment method displayed?

If you use a foreign IP address, you may only see a credit card as an option. This is because the options iDeal and COD are not possible payment methods for orders in and abroad.

Try to pay from the Netherlands. but do you not see the desired payment method? Then this can be caused by using an (international) office network. In that case, we recommend that you try it at home or outside the network of your work.


If it still does not work, please contact one of our Webcare Managers via 0800 8189 or via [email protected] for certainty.



SHIPMENT

Which company will my order be delivered to?

VLVT cooperates with the transport company Trunkrs. Trunkrs is a delivery service that ships packages the same day. Do you order before 11:30 am? Then you can expect your order to be delivered the same day. Note: Trunkrs only deliver between 17:00 - 22:00. If you place an order after 5:00 PM, Trunkrs will also deliver it the following business day.

What happens if I am not at home?

Did you miss the delivery person? That's very annoying. The delivery person will automatically offer the package again the next working day.


What are the shipping costs?

If you place an order for the new collection and it is over € 75, then shipping to the Netherlands is free.

For orders under € 75 and for sale items a reduced fixed shipping rate of € 5.95 applies in the Netherlands. Different shipping costs apply to all other countries. View here the overview of shipping costs.


When will my order be delivered?

Trunkrs is a delivery service that ships packages the same day. Do you order before 11:30 am? Then you can expect your order to be delivered the same day. Note: Trunkrs only deliver between 17:00 - 22:00. If you place an order after 5:00 PM, Trunkrs will also deliver it the following business day.

 

What time can I expect my package to arrive at home?

That is very dependent. You will usually see a time indication in the checkout. Orders delivered by Trunkrs are expected between 5 p.m. - 10 p.m. It can of course happen that an order is delivered earlier or later. These are only indication times!

 

Can I track my order?

When your package has left our store, you will receive a tracking number by e-mail. With this you can follow your order.


Can I have my order delivered to a different address?

You can easily specify a different delivery address during the checkout process.


Do you also deliver abroad?

We currently deliver to all countries within the EU. View here the overview of countries to which we ship orders.

 

RETURN AND EXCHANGE

Still not satisfied with your new purchase? Or just not the right size? You have the right to cancel the purchase within 14 days of receipt without giving reasons (legal right of withdrawal). Within this period you can view, review and / or fit the article as you would in one of our VLVT stores.



Free exchange

Exchange for a different size or color is always free. Request a return code via our website or via one of our Webcare Managers and return the item.

After we have received the item in the wrong size in good order, you will receive the item in the other size or color within 1-2 business days. In this case VLVT.nl pays the shipping costs. You do have to pay the (postage) costs for return shipment, but you will receive this amount in the form of a credit code. The credit code has the same value as the (postage) costs paid for the return shipment. You can easily enter the credit code afterwards in the ordering process with your next purchase on VLVT.nl. In this way the amount is automatically deducted from the total amount of your (new) order.

Of course you can also exchange the purchased item in one of our VLVT stores for the same item in a different size or color. For this, contact our Webcare Managers so that they can check the stock and availability of the item to be exchanged and inform our styling advisers in the store about your arrival. Take advantage of the opportunity and be assisted and inspired by one of our styling consultants and you will be updated on the latest fashion trends.


Returns and money back

To ensure that the return process can be carried out smoothly and efficiently, we urge you to use our return instructions. The instructions are supplied as standard with every order.
If these instructions are unexpectedly missing or if you have accidentally thrown them away, please contact our Webcare Managers via 0800 8189 or [email protected] and ask for our return instructions. Once the items have been received and accepted by us in good order or after you have demonstrated that they have been sent, we will refund the purchase amount to your account as soon as possible, but no later than within 14 days after cancellation. We will pay you back with the same payment method that you used for the original transaction, unless you have expressly agreed otherwise.

The shipping costs of your order are reimbursed by VLVT, however, the shipping costs of returning are paid by you the customer.

 

Legal right of withdrawal - within 14 days at the latest

Do you want to exchange or return an item (terminate the agreement)? Then we ask our customers to let us know as soon as possible but at the latest within 14 days after receiving the order.

You can do this using the so-called model form for withdrawal.
This form is included in the box upon delivery.

You can also find and download the model form here .

If you have any questions, you can always contact our Webcare Managers at 0800 8189 or [email protected] and ask about the applicable return instructions.

It is important that you return the package within 14 days after registering your return to the address to be specified by VLVT.nl.

You may also terminate the purchase agreement in another way, for example by telephone and / or by e-mail via our Webcare managers, as long as this is clear. You will always find the return instructions for returning your items with your order. In the unlikely event that these were missing or were they lost? Then you can find it on our website or contact one of our Webcare Managers so that they can help you further.


Return in one of our VLVT stores

Of course you can always return the item for free in one of our VLVT stores. Our styling consultants will report the receipt in our system, after which your purchase amount will be refunded in the usual way. For security reasons, however, we do not spend cash in our VLVT stores.

 

Acceptance conditions for returns

We can only reimburse the full purchase amount if you adhere to the following rules:

  • The products must be unworn. Passing is of course allowed.
  • Shoes must be returned, if reasonably possible, with the supplied and undamaged shoe box and sent in the original VLVT.nl box.
  • The items must be packed in undamaged and original packaging (if reasonably possible)
  • The cards may not be thrown away or disappear.

Pay attention! Return your item carefully. If the return shipment is damaged or has been used further than necessary to assess the item, we may charge you a value reduction.


Consequences of depreciation on return

If the value of the returned item is reduced, we can decide not to credit (or refund) a part of or the entire amount. Impairment of an item occurs when, when returning the item, it appears that it is damaged, it is clear that the item has been worn or washed.

 

Why can't I return underwear and / or lingerie?

Articles such as underwear and / or lingerie may unfortunately not be taken back for hygienic reasons. This is possible if the seal of the packaging in which it was delivered has not been broken.

"If you are not satisfied with the handling of your complaint, you can submit it to the Dispute Committee Thuiswinkel, Postbus 90600, 2509 LP in The Hague ( www.sgc.nl )."