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Customer Service & FAQ

Can't find the answer to your question in our "Frequently Asked questions" Below? For questions and complaints you can contact us through the contact form on this page or you can email us at [email protected]!

If it's about your order, please specify your order number for a faster handling.

 

 

 

 

1 Orders and Delivery
1.1 How do you ship orders?

We send our packages via PostNL with Track & Trace. This means that all packages are easy to follow via the Track & Trace code that you receive via the mail or can be found in your account! Check your parcel trough the international tracking website.

All orders are packed with care.

 

 

1.2 What are the shipping costs?

We ship worldwide*! See the table below for the shipping costs for your country. 

Country Shipping Costs Free above minimum order value:
The Netherlands €2,99 €50
Belgium, Germany €4,99 €50
Luxembourg, United Kingdom €9,99 €100
France, Austria €12,99 €150
Denmark, Italy, Monaco €13,99 €150
Spain €14,99 €150
Portugal, Slovakia, Czech Republic €15,99 €200
Ireland €16,99 €200
Finland, Poland, Slovenia, Sweden €17,99 €200
Hungary €18,99 €250
Latvia, Lithuania, Romania €21,99 € 250
Bulgaria, Estonia, Greece €24,99 € 250
Non EU: Albania, Andora, Australia, Bosnia and Herzegovina, Brazil, Canada, Canary Islands, China, Cyprus, Faroe Islands, Gibraltar, Greenland, Guernsey, Hong Kong, Iceland, Isle of Man, Japan, Jersey, Kosovo, Croatia, Liechtenstein , Macedonia, Malta, Moldova, Montenegro, New Zealand, Ukraine, San Marino, Serbia, Sierra Leone, Turkey, Vatican City, USA, Belarus, South Africa  €21,99  €500
Non-EU: Afghanistan, Algeria, US Virgin Islands, Angola, Antartica, Antigua and Barbuda, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Benin, Bermuda, Bhutan, Bolivia, Bonaire, St. Eustatius and Saba, Botswana, British Virgin Islands, Brunei Darussalam, Burkina Faso, Cambodia, Cayman Islands, Central African Republic, Chile, Colombia, Comoros, Congo Brazzaville, Congo-Kinshasa, Costa Rica, Cuba, Curaçao, Djibouti, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, Fiji, Philippines, French Guyana, French Polynesia, Gabon, Gambia, Georgia, Ghana, Grenada, Guadeloupe, Guatemala, Guinea and Guinea-Bissau, Guyana, Haiti , Honduras, India, Indonesia, Iraq, Iran, Israel, Ivory Coast, Jamaica, Yemen, Jordan, Cape Verde, Cameroon, Kazakhstan, Kenya, Kyrgyzstan, Kiribati, Kuwait, Laos, Lesotho, Lebanon, Liberia, Libya, Macao, Madagascar, Malawi , Maldives, Mal Requirement, Mali, Morocco, Martinique, Mauritania, Mauritius, Mexico, Mongolia, Montserrat, Mozambique, Myanmar, Namibia, Nauru, Netherlands Antilles, Nepal, Nicaguara, New Caledonia, Niger, Nigeria, North Korea, Uzbekistan, Oman, East Timor, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Pitcairn Islands, Puerto Rico, Qatar, Reunion, Russia, Rwanda, Saint Kitts and Nevis, Saint Lucia, Saint Vincent and Gren., Saint Pierre and Miquelon, Samoa, San Marino, Sao Tome and Principe, Saudi Arabia, Senegal, Seychelles, Singapore, Sint Maarten, Somalia, Sri Lanka, Sudan, Suriname, Swaziland, Syria, Tajikistan, Taiwan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Chad, Tunisia, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Uruguay, Vanuatu, Venezuela, United Arab Emirates, Vietnam, Zambia, Zimbabwe, South Korea  €24,99  €500

* Popmerch.com is not liable for any customs costs.

 

 

 

 

1.3 When will I receive my order?

With every order we send a track & trace code via email. With this code you can check via the PostNL website when your order is delivered! Haven't recieved a Track & Trace code? Please contact our customer service!
Did you order before 4:30 PM? Then the order is often shipped the same day. The delivery time for orders in the Netherlands will never take longer than 3 working days, unless stated otherwise!

Other delivery times apply to shipments abroad. These are as follows;

Countries Number of working days on top of the stated delivery time
Germany, Belgium, Luxembourg  + 1
Other EU countries, Norway, Switzerland  + 3 to 4
Other European countries   + 7 to 9
North and Central America, Caribbean  + 5 to 12
Asia, Australia, New Zealand + 9 to 12
Other countries + 8 to 10

 

 

 

1.4 The stated amount of shipping days have expired, but I have not received my order yet. What now?


Sorry to hear you don't have your order yet! We strive to send all orders as quickly as possible, so that you can enjoy your new items as soon as possible. Please check via the tracking website with your PostNL Track & Trace code in your account or email where your package is. Didn't receive code or it doesn't work? Please contact our customer service. We will help you as soon as possible!

Around the holidays, PostNL is always busier than usual. This may mean that your package comes a day later than planned. Unfortunately, we have no control over this! 

 

 

 

 

1.5 Can I cancel my order?

Forgotten something or do you regret the purchase after placing an order? Send an email to [email protected] If the order has not yet been processed and shipped, we will cancel the order for you. Then you can place a correct new order!

 

 

 

 

1.6 I have received a defective item.

We always do our utmost to send all orders completely and always check our products before they are shipped.

Is there an article missing or have you unfortunately received a defective item? Please contact our customer service. Then we will help you as soon as possible!

 

 

 

 

1.7 I have not received all items from my order.

We always do our utmost to send all orders completely. Is there an article missing or have you received a defective item? Please contact our customer service. Then we will help you as soon as possible!

 

 

 

 

2 Returns and Exchanges
2.1 Can I return my ordered items?

Yes. For international orders we offer a 21 day return service. Items can be returned by sending them back to us with the enclosed return form. Did you lose the return form or did you not find it enclosed in your package? Our apologies. You can add a piece of paper in your package with your name and order number. Then we know enough to be able to process your return.

 

Shipping costs for returning are for your own account.

 

The items must be returned in their original condition, ie unworn, unwashed, with tickets and packaging.

 

When the items have been received by us in good condition, you can expect the amount due in your account within 1-5 working days. If you return the entire order, you will also receive any shipping costs from us.

2.2 Can I exchange my ordered items?

Can I exchange my items?


To prevent that the item you want becomes sold out while your return to us is on its way, we have no option to exchange.

The most effective way to exchange your items something is to place a new order and return the old one!

 

 

 

 

3 Payment Methods
3.1 What payment methods do you offer?

At Popmerch.com you can pay with iDealPayPal,Visa, Mastercard, American Express, Discover Card, Mistercash/Bancontact, KBC and Maestro.

 

3.2 Can I pay with Afterpay?

At the moment we don't offer an Afterpay option.

However, we have a very quick returns process. When your return reaches our warehouse the repayment gets processed immediately. So you'll never have to wait a long time to get your money back!

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