FREQUENTLY ASKED QUESTIONS (FAQ)

Payments

How can I pay?
It is possible to pay by any of the following payment methods:
- iDeal
- Credit card (Mastercard, Meastro, Visa, American Express)
- Bancontact
- Paypal
- ApplePay
Is my payment secure?
Our payments are processed securely with a secure connection on our webshop (SSL certificate). We process payments with the help of Mollie.
How quickly will my payment be processed?
Your payment will be processed immediately, after payment you will receive an order confirmation by e-mail within a few minutes.
Are there any costs associated with the payment?
There is no charge for using a payment method on our website.
How do I get my money back?
You will receive a return confirmation as soon as we have received your return. We will refund the return amount within 10 working days. The payment will always be made in the same way as the original payment.
How do I use a discount code?
You can enter your online coupon code during checkout. The discount will be automatically calculated, after which you can checkout your order.

Shipments

What are the costs for shipping?
Delivery costs within the Netherlands are 3,95, with an order from 59,95 you pay no delivery costs. The shipping costs for Belgium & Germany are 9,00 per order, from 99,95 we will ship your order for free.
When can I expect my order?
We aim to deliver your order within 2 working days. However, due to the COVID-19 virus, it is wise to take a possible delay into account. We ask for your understanding.
I don't live in the Netherlands or Belgium, can I order?
Unfortunately, it is not yet possible to shop online outside of NL, BE or DE. However, you can look here to see if there's a retailer in your area.
How will my order be shipped?
All your purchases will be delivered by DHL The delivery times of DHL are: Monday t/m Saturday from 9:00 am - 6:00 pm. 

If you are not present at the time of delivery, the package will be delivered to the neighbors if the shipment allows it or offered again the next day. 

When the shipment can't be delivered at the second attempt, DHL will deliver the package at the nearest DHL service point. You will receive a shipping note in your mailbox. You will have to collect your package from the DHL service point within 7 working days.
Will I receive a Track&Trace code of my order?
We do not send a standard Track&Trace code, this can be requested at our customer service.
My package hasn't arrived, what can I do?
Still haven't received your package after a few days? Then please contact Contact our customer service.

Orders

How do I place an order?
You can place an order with or without an account.
- Choose an item and select the size.
- Add the item to your shopping cart. 
- Click on 'pay'. 
- Check all the data. 
- Choose a payment method. 
- Click on 'checkout'.
- You will receive an order confirmation by e-mail .
I did not receive a confirmation in my mailbox?
It is possible that the confirmation email ended up in your spam. If that is not the case, check if you have entered the correct email address in your account. You can find this in your order history. If you still can't find it, please contact us. contact with our customer service.
Can I cancel or change my order?
Once you have placed an order, you can no longer cancel or change it. Therefore, please check your order carefully before you pay.
What size should I buy?
You can find information about our sizes at this page. Our size chart is a guideline for choosing the right size.
What do I do if my order is not complete?
Did you receive the wrong article or is an article missing? Please contact contact with our customer service. We are happy to help. 
Can I come and try it on?
It is possible to come to our shops to try on an item. However, we recommend you to call in advance and ask if your local shop has the article in stock. Unfortunately, it is not possible to come to the head office to try on an item.
What happens if an item is not available?
If an item is not available, we will contact you at contact and the money will be refunded.
How do I contact the Zilch Webshop?
Then take contact with our customer service at webshop@zilch.nl. We'd love to help you.

Returns

Can I return or exchange?
You can return all items within the statutory return period of 14 days, provided they meet our conditions.
When can I return my products?
Returns are possible if:

- the article is unworn, unwashed and undamaged. 
- all labels and tags are still attached. 
- the manufacturer's packaging is undamaged and in original condition 
- the return code has been clearly noted on the packing slip.

* Legwear such as tights's and socks can only be returned if they have not been removed from the packaging and are in their original condition. You can exchange an item by returning it within 14 days and then ordering a new item. 
How do I return my products?
- Write a return reason code on the enclosed packing slip. You can find this code on an enclosed return slip. Without the packing slip and the return reason code we cannot process your request. 
- Pack the items in the same packaging in which you received them. 
- Send the package back to us with sufficient postage: 

Zilch Webshop returns 
Cruquiusweg 96L 
1019 AJ Amsterdam

- Make sure the package is sufficiently stamped, unstamped returns are not delivered by the postal service.
- Within 10 working days after receipt of the returned order we will refund the returned amount. This goes through the original payment method.
How do I return my products?
Unfortunately, it is not possible to exchange via the customer service. You can return the item to: 

Zilch Webshop returns 
Cruquiusweg 96L 
1019 AJ Amsterdam 

You can choose a different article at webshop . This will then be sent to you free of charge (if above 59.95).
For whom are the return costs?
The return costs are to be borne by the customer. Unless there is an error in the shipment or there is a defect in the product.
Can I return my clothes in a Zilch shop?
You cannot return your order in a ZILCH shop. This is only possible by returning it to the head office.
How do I get a return form?
Did you not receive a return form? Then please contact Contact our customer service.

Other questions

Please contact our customer service at contact !

ZILCH WEBSHOP 
Cruquiusweg 96L 
1019 AJ Amsterdam 

Customer service: webshop@zilch.nl
Phone number: +31 20 422 28 66

Available Monday t/m Friday between 10 a.m. - 2 p.m.