Delivery

What is the status of my order?

You will receive information regarding the status of your order by email during the shipment process. You can also log in to your account and check the status of your order in "My orders".

When will my order will be sent?

We try to send packages within 24 hours after we received your order, with the exception of weekends and bank holidays. After your order has been shipped, you will receive a Track & Trace code via e-mail with which you can track your package to your front door.

Where can I receive my order?

You can receive your order at your home address or work address. We cannot deliver to an PO box

Can I change the delivery address of my order?

Unfortunately, once your package has been sent, we cannot change the delivery address. We advise you to contact us to see what we can do for you.

How can I track my order?

The moment your package is sent, you will receive an email from us with a Track & Trace code with which you can track your order online.

How long does it take before my order is delivered?

Your package will usually be delivered within 2-4 working days.

What are the delivery charges?

We offer free shipment on orders.

What can I do if there is something wrong with my order?

If you accidentally receive a product that you did not order or something is missing from your order, please do not hesitate to contact our customer service. If you send us an email, please don’t forget to include your order number.

The track & trace indicates that my order has been delivered, but I did not receive it.

Unfortunately, this can happen and we find that very inconvenient. In this case, it is possible that the package has been delivered to your neighbors and that the delivery person has forgotten to put a note in your mailbox. If this is not the case, please contact our customer service.

Product

Do you have a size guide?

When you click on size and fit you will find a tool that assists you with finding the perfect size of the product. If you have any questions about the sizes, our customer service is more than happy to assist you.

Where can I find more productinformation?

We have included the product information next to the product pictures on our product pages. Here you can find information like the composition, color and the size of the model. When you would like to receive more information, you can always contact our customer service.

Where can I find the care instructions?

On the product detail page, you will find specific instructions for washing and maintaining the product under "care instructions" so that your Redress the Balance clothing remain beautiful and comfortable for as long as possible. If you wish to receive any further information, please contact our customer service.

 

REDRESS THE BALANCE offers products with an eye for detail in design and good quality and we think it is important that our products are worn with pleasure. Therefore, before washing the product, we advice you to always check the care instructions. Tip: remember to check your pockets before washing :)

Is a product still in stock?

When a product is shown on our webshop you can quickly see the size availability. If the colour or size is not stated on the product page, the product is unfortunately no longer in stock. If you wish to inquire if the product will be reproduced, please contact our customer service.

Payment

How do I pay for my order?

Once you have entered your details on the checkout page, you have to agree with the terms and conditions to be redirected to the payment page. We accept different payment methods.

Which payment methods are available?

We have the following payment options: - iDEAL - Credit card - PayPal

Is it safe to order online?

We take your online security very seriously. Personal and payment information is secure, and no data is sent without encryption. All orders are sent over a secure internet connection via SSL (Secure Sockets Layer) encryption and other measures. Protecting your information is our highest priority.

What is CVC/CVV/CID?

The security code of the card (CVC/CVV/CID) is an additional three or four-digit security code that is printed (not in relief) on the front or back of your card. The CVC/CVV/CID is an additional security measure to determine that you are actually in possession of your credit card.

When is the payment deducted?

If your card is authorized, the payment will be charged directly to you and you will receive an email confirming that your order has been successful. Only paid orders will be processed.

 

If you have any issues with the payment process, please contact our customer service. We try to help you as soon as possible.

How can I check whether my order has been processed succesfully?

Once your order has been processed, you will receive a confirmation email. If you have not received it, please contact our customer service.

Why is my credit card being refused?

Your credit card can be declined for one of the following reasons:

• The card may have expired. Check if your credit card has not passed the expiry date.
• The spending limit of the credit card may have been reached. Check with your bank if the spending limit of the credit card has been exceeded.
• Data may not have been entered correctly. Check whether you have completed all the required courses correctly.

Defect product

I have recieved a defect product from your webshop.

We take great care in inspecting the product but, if there is a problem or mistake in the product, please contact our customer service as soon as possible. We will replace it with a new product as soon as possible.

If there is no exchangeable stock such as limited quantity items, we will refund you.

Technical problems

I have payment-related problems.

If something goes wrong while paying, please contact our customer service.

An error has occurred in the webshop.

We are very sorry that an error has occurred on our webshop. Perhaps there might be a connection error with your internet. If this is not the case our customer service is more than happy to assist you.

Order

In which countries can online orders be placed?

Currently it is possible to place an order online to be shipped to the Netherlands, Germany, Austria, Belgium, and Luxembourg. We plan to expand to more countries in the near future.

Do I need an account to order online?

You don’t need an account to place an order in our webshop. However we do recommend to create an account. An account can be useful to speed up the process of your purchases. Furthermore, you can always review your previous orders and view the status of your current order. Creating an account is easy and can be done during the checkout process.

I have forgotten my password or it no longer works

If you have forgotten your password or your password does not work, press the "Forgot password" button to request a new password. You can find this button at the login page. If you enter your email address, you will automatically receive a new password by email. If you still have problems logging in, please contact our customer service.

Can I change my order?

Unfortunately, when the order has already been placed, we can no longer change it. This concerns, among other things, changing the size and color of a product, removing a product or changing the delivery address. If you want to cancel your order, please contact our customer service.

Can I withdraw my order?

You have the right to cancel your order within 14 working days after receiving your order. However, we try to ship your order as quickly as possible and it is, therefore, possible that it is already on its way. If it is already on its way, you can refuse the package when it’s delivered or return all products for a full refund.

Discount codes

How do your discounts codes work?

If you have a REDRESS THE BALANCE code, you can enter it in your shopping cart. Once you have confirmed this discount code, the discount will be deducted directly from the amount of your order.

In the event of misuse of discount codes and promotions, we reserve the right to remove the order. We are not liable for discount codes and promotions on third-party websites.

My discount code does not work.

Please check if you have correctly filled in the uppercases and lowercases.

Another possibility is that the discount code has already been used. If this is not the case, then please contact our customer service.

Disputes

Contracts / agreements between the REDRESS THE BALANCE and the consumer to which these general terms and conditions apply are exclusively governed by Dutch law. Even if the consumer lives abroad.

 

Do you have any questions about the REDRESS THE BALANCE terms & conditions? Please contact our customer service.