Client service

Need help?

Let us know if you have any questions, we're here to help! We aim to reply within 2 working days, but we're usually much faster.

Want to exchange or return something? Tell us the order number or order date. We'll send you a return form with further instructions.

Company details

Store title
123 Street name E.
City, State/Province
Country

Store 2 title
123 Street name E.
City, State/Province
Country

+1 (514) 555-5555
Mon-Fri from 9am to 5pm

[email protected]
For general inquiries

Facebook messenger chat
Typically replies within 20 minutes

Mon-Fri: 9am to 8pm
Sat: 11am to 6pm
Sun: 11am to 5pm

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Frequently asked questions

1. Questions about your order
1.1 How long will it take before I receive my order?

We deliver within 1-3 business days. If you order before 10 PM on working days, we ship the same day. On weekends we ship on Sunday evenings. Check the track & trace code we send you to follow your order's whereabouts. And if there's a hold-up, let us know!

 

1.2 How do I start a dispute procedure via ODR?

The European Commission offers a platform for Online Dispute Resolution (ODR) for consumers. You can find it here: https://ec.europa.eu/consumers/odr/. We voluntarily participate in a dispute resolution procedure.

1.3 Do I have to be at home to receive an order?

Not if it's a small order of 1 or 2 items. That will fit through the letter box. Bigger orders are packed in a box that will be offered to your door.

 

1.4 Can I have my order delivered to the neighbours?

Yes, you can use a different shipping address when placing your order. Our delivery service also offers the possibility to change the delivery address, once the first delivery attempt has failed. You can manage this through the track & trace code we send you.

 

1.5 I have not received my order yet, what happened?

There's a couple of things you should check first. Have you made a mistake when filling out the address? Was it delivered to the neighbours while you were out? What does your track & trace code say? If this doesn't solve it, contact us.

 

1.6 Which countries do you ship to?

We deliver to most European countries. Here's an overview. If you're looking for a different country, let us know.

Country Costs Free from
The Netherlands € 4.50 € 100
Belgium € 5.95 € 100
Germany € 5.95 € 100
Austria, Czech Republic € 9.95 € 100
France, Hungary, Slovakia € 10.95 € 100
Luxemburg, Italy, Portugal, Spain, Poland € 11.95 € 100
Denmark € 13.95 € 100
Ireland € 15.95 € 100
Finland € 15.95 € 100
Sweden, Estonia, Latvia, Lithuania € 17.95 € 100
Slovenia € 19.95 € 100
Greece € 21.95 € 100
Romania € 22.95 € 100
Bulgaria € 25.95 € 100
Norway, Switzerland € 25.95 n/a
Other countries € 31.95 n/a

 

2. Return and exchange
2.1 How do I exchange a product I bought?

You can exchange products within 30 days after receiving them. We will ship the replacement product(s) for free. The costs for return shipping are payable by you.

Please do the following:

  • send us a message through the contact form
    • tell us the order date
    • tell us which products you want to exchange
  • we will send you a return form by email
  • we kindly ask you to use this form when sending items back to us

 

2.2 Incorrect address
If you accidentally entered the wrong address when ordering and your order has already been shipped, we will of course be happy to send it again to the correct address. The extra shipping costs will have to be paid by you.

 

2.3 Can I return items I don't want to keep?

Yes, after receiving your items, you have 15 days to withdraw your order + 15 days thereafter to send items back. If you return a complete order, we refund the full amount, including the initial shipping costs, within 14 days. Otherwise we refund what you paid for the items you didn't keep. The costs for return shipping are payable by you.

Please do the following:

  • send us a message through the contact form
    • tell us the order date
    • tell us which products you want to send back
  • we will send you a return form by email
  • we kindly ask you to use this form when sending items back to us

When you return products to us, we kindly ask you to make sure they are clean, unwashed and neatly packaged, so that we can make them suitable for sale again.

 

2.4 Is return shipping free?

We split the costs fairly. You pay the postage fee for items that you don't want to keep, we pay for sending replacement products.

 

3. Questions about payment
3.1 Hey, my discount code doesn't work anymore!
If you have entered a discount code and then cancelled the transaction, it's possible the code no longer works. You are always welcome to email us so we can reset it or send you a new code. Was the discount code only valid for a certain period of time and has it expired? In this case, you can try again with the next promotion.

 

3.2 Can I combine discount codes?
No, you can use only one discount code per order. Have you received gift vouchers? These can be combined by entering the codes one by one.

 

3.3 When does my Gift Card expire?
It doesn't! It will remain valid until you have used all its value. So ... what are you waiting for? Give the gift of love!

 

3.4 Which payment methods do you use?

We offer trusted payment methods for each country, such as iDEAL, PayPal, Sofort, Bancontact or credit card. By the way, we don't send paper invoices. All confirmations and receipts are sent by email.

 

4. Other questions
4.1 Can I try underpants on to see if they fit me?
Of course. But please try them over another pair of underpants. if you return products to us, please make sure they are clean, unwashed and neatly packaged, so that we can make them suitable for sale again.

 

4.2 I have a complaint, who do I contact?
Sorry to hear that, please email us directly via this page! We will get back to you within two working days, usually faster. We're dedicated to good quality and service, so if something is wrong we want to know straight away.

 

4.3 I want to stop receiving newsletters, what do I do?
There's an unsubscribe link at the bottom of each newsletter. If you can't find it, let us know.

 

4.4 My question isn't listed here!
Please don't hesitate to contact us!

 

Here we are!

Office address

Saint Basics BV
Louis Couperusplein 2
2514 HP The Hague
Netherlands

+31 85 3030954
[email protected]
VAT Nr. NL820913935B01
Reg. No. 30264620
Route