How can we help you?
FAQ´s
Shipping
Fast and reliable shipping throughout Europe
What carriers do you use?
We work with reliable carriers such as DHL, PostNL, and DPD depending on your region.
Do you offer express shipping?
Express shipping options may be available at checkout depending on your location.
Can I change my delivery address after ordering?
If your order hasn't been shipped yet, contact us as soon as possible and we'll try to update the address.
What happens if my package is lost?
Contact us at support@house-of-bleyenberg.com and we will investigate with the carrier and find a solution.
Do you ship to the UK?
Yes, we ship to the UK. Please note that customs duties may apply.
Can I track my order?
Yes, once your order has been shipped you will receive a tracking link by email.
How long does delivery take?
Standard delivery takes 3–5 business days within the EU. Some countries outside the EU may take 5–10 business days.
Do you offer free shipping?
Yes, we offer free shipping on all orders over €100.
What are the shipping costs?
Shipping costs are calculated at checkout based on your location and order total.
Which countries do you ship to?
We ship to all EU countries and a selection of countries outside the EU. The full list is shown at checkout.
Return & Refunds
30-day no-questions-asked return policy
Do I need a return label?
We do not provide prepaid return labels. You can use a carrier of your choice.
What if I received a damaged or incorrect item?
Contact us immediately with a photo and your order number. We will resolve this at no cost to you.
Can I return sale items?
Sale items can be returned unless otherwise stated at the time of purchase.
Will I receive a full refund?
Yes, the full product price will be refunded to your original payment method, excluding any original shipping costs.
How long does it take to process my return?
Once we receive your return, we process it within 5–7 business days.
In what condition must items be returned?
Items must be unworn, unwashed, and returned in their original packaging with tags attached.
What is your return policy?
You can return items within 30 days of receiving your order.
Who pays for return shipping?
Return shipping costs are at your own expense.
How do I start a return?
Contact us via our contact form or email with your order number and reason for return.
Can I exchange an item for a different size?
Yes, exchanges are possible subject to availability. Contact us to arrange this.
Payments
Safe & easy payments
Which payment methods do you accept?
We accept all major payment methods via Shopify Payments, including Visa, Mastercard, American Express, Apple Pay, Google Pay, and iDEAL.
Is it safe to pay on your website?
Yes, all transactions are secured with SSL encryption and processed through Shopify Payments, a PCI-compliant payment provider.
Can I pay in installments?
Installment payment options may be available depending on your location. This will be shown at checkout.
Why was my payment declined?
This can happen due to insufficient funds, incorrect card details, or a block from your bank. Try again or contact your bank.
When will my card be charged?
Your card is charged at the moment you complete your order.
Do you accept PayPal?
Currently we do not accept PayPal. We process all payments via Shopify Payments.
Can I use a discount code and a gift card together?
Yes, you can combine a discount code with a gift card at checkout.
Will I receive an invoice?
Yes, a digital invoice is sent to your email address after your order is confirmed.
Are prices including VAT?
Yes, all prices shown on our website include VAT.
What currencies do you accept?
We primarily sell in EUR. Your bank may convert the amount if your account is in a different currency.
Newsletter & Promotions
Follow our story and receive exlcusive offers
How do I sign up for the newsletter?
You can sign up via the newsletter form at the bottom of our website.
What do I get when I subscribe?
Subscribers receive early access to new collections, exclusive offers, and style updates.
Is there a discount for new subscribers?
Yes, new subscribers receive a welcome discount. Check your inbox after signing up.
How do I use a discount code?
Enter your discount code in the designated field at checkout before completing your order.
Can I use multiple discount codes?
Only one discount code can be used per order.
How do I unsubscribe from the newsletter?
Click the "unsubscribe" link at the bottom of any newsletter email.
I unsubscribed but still receive emails — what should I do?
It may take a few days to process. If the issue persists, contact us and we will remove you manually.
Do discount codes expire?
Yes, most discount codes have an expiry date which is stated in the email or promotion.
Can I use a discount code on sale items?
Discount codes are generally not applicable to already discounted items unless stated otherwise.
How do I know about upcoming sales?
Subscribe to our newsletter or follow us on social media to stay informed about upcoming promotions.
Account & data
We take your data seriously.
Do I need an account to order?
No, you can also check out as a guest without creating an account.
How do I create an account?
Click "Log in" at the top of the website and select "Create account". Fill in your details to register.
How do I delete my account?
To delete your account, please contact us via email. We will process your request within 30 days.
How do I change my password?
Go to your account page and click "Forgot password" to receive a reset link by email.
What data do you store about me?
We store your name, email address, order history, and shipping details. See our Privacy Policy for full details.
Can I request a copy of my data?
Yes, you have the right to request a copy of your personal data. Contact us and we will provide it within 30 days.
How do I update my personal details?
Log in to your account and edit your details under "Account settings".
Can I have my data deleted?
Yes, you can request deletion of your personal data by contacting us. We will process this in accordance with GDPR.
Is my data shared with third parties?
We only share data with trusted partners necessary to process your order (e.g. shipping carriers). See our Privacy Policy for details.
How do I report a data breach or concern?
Contact us immediately via email. We take data security very seriously and will respond promptly.
Privacy
We protect your privacy
What is your privacy policy?
Our full privacy policy is available on our Privacy Policy page. It explains how we collect, use, and protect your data.
Do you use cookies?
Yes, we use cookies to improve your browsing experience and for analytics. You can manage your cookie preferences via the cookie banner.
Can I opt out of tracking?
Yes, you can adjust your cookie preferences at any time via the cookie settings on our website.
Do you use my data for marketing?
Only if you have given explicit consent, for example by subscribing to our newsletter.
Is my payment information stored?
No, we do not store payment details. All payments are processed securely by Shopify Payments.
How long do you keep my data?
We retain your data for as long as necessary to fulfill your order and comply with legal obligations.
Who is responsible for my data?
House of Bleyenberg is the data controller. Contact us for any privacy-related questions.
Do you comply with GDPR?
Yes, we fully comply with the General Data Protection Regulation (GDPR).
How can I contact you about privacy?
Send an email to our privacy contact address listed in the Privacy Policy.
Can I withdraw my consent?
Yes, you can withdraw consent at any time by contacting us or adjusting your cookie preferences.
Still have questions?
Then fill in the form below and we respond within 24 hours on business days.