F.A.Q.

F.A.Q.

When can I expect my order ?

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In the Netherlands you can expect your order within 2 working days. For other European countries it can take up to 5 working days. Please note that during sale delivery can take longer than normal. You’ll receive a track and trace number when the package is send. With this number you can “follow” the status of your order. If you’ve haven’t received your order within that period, please contact us!

Will out of stock items be restocked?

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When we can reorder an item this will be restocked on the Webshop. Just keep an eye on the Webshop!

How can I pay?

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We like to give you plenty of payment options, so you can use any of the cards listed below. We also take security very seriously indeed, so your details will be safe with us. Visa- Mastercard- American Express- Maestro – Paypal - iDeal

Can I change/cancel an order?

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Unfortunately we can not make changes or cancel orders that already exist. The reason is that we process orders the same day as they are made. This does not affect your statutory rights to cancel.

What if I received an item I didn’t order or a faulty item?

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In the case of an incorrect delivery or where an item has been supplied damaged or broken, please email your complaint to webshop@supertrash.com. We will then assist with your return process.

Can I return my order?

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All items can be returned to us unworn within 10 working days of receipt (also during sale). Ensure all labels are intact and that returned items are not stained or damaged.

The cost of a return shipment is the sole responsibility of the sender and will not be reimbursed by SuperTrash. We cannot accept unstamped shipments. You can return your parcel at a PostNL or DHL office. To locate your nearest post office go to www.postnl.nl or www.DHL.com. 

How to return my order?

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Enclosed in your package is a delivery return form. This shows all the items that were in your package with the following “RETURN REASONS”:

Damaged item

Tick this box if your item has been delivered damaged or broken. You can highlight on the form whether you wish to receive a new article or if you would prefer your money back.

Item not to your liking

Tick this box if the item is completely different than expected. If you want you can be credited with the amount. That said, please explain what you had expected and why you are dissatisfied.

Item does not fit

Here you have the option of reordering a different size or colour instead of the delivered size or colour. If you would prefer your money back, then that is also the option if you cross the “I do not want to receive another size” box on the return form.

Faulty delivery

Have you received a different item to the one you actually ordered? Then tick this box and you can choose to receive the item you initially wanted or we will give your money back.

 

If the return form is completely filled out, then remove the sticker (at the bottom of the form with mailing address: TNT Fashion, Nijverheidsstraat 28, 7575BJ, Oldenzaal) and enclose the form in the parcel with the items. Ensure the parcel is securely sealed and place the sticker on the front.

It is not possible to deliver your return to the central warehouse address personally. This is not a visiting address and any packages delivered this way will not be accepted.

How can I swap an item?

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If an item does not suit you, then it is possible for this item to be exchanged for another size or colour. If you return the form, indicating that you wish to exchange the item, we will correct it in the processing of your return. If the article is no longer available at the time of processing, we will automatically trigger a refund for you. You will receive the purchase price within 10 working days in the bank account from which you paid the order.

If you would rather not take the risk that the item becomes unavailable, it is also possible to order the product directly from the webshop. Make it clear on the return form that you do not want to receive different size. Otherwise, you will be sent the requested article twice. When you place a new order for your current product(s) to be replaced, you still will have to pay. Due to technical reasons we unfortunately cannot offset the amount of each order. So you will have to initially pay twice before the return refund comes through. After processing your return you will receive the purchase amount on your account within 10 working days.

We cannot reserve items for you as we do in our brand stores. Due to technical reasons this is impossible for us.

Can SALE items also be returned?

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Items purchased in SALE can also be returned or exchanged

Is it possible to return or exchange my order in one of your BrandSTores?

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Because we have a seperate stock for our STores and our Webshop this is not possible.

Which items are non-returnable?

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When the product is defective due to normal wear, we unfortunately do not reimburse. Other complaints of items we cannot reimburse include:

- Damaged items caused by intensive use,

- Perspiration, deodorant marks and make-up stains,

- Stains and marks from footwear or clothing that may discolour the item,

- Earrings and beauty products (for hygiene reasons),

- Pulls or tears on clothing,

- Worn shoes,

- Discolouration by sunlight or excessive washing with an aggressive detergent,

- Items without tags or labels.

How do I get my refund?

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Once your return has been received and processed, the purchase price will be refunded. The purchase amount will be refunded within 10 working days after processing your return at our central warehouse in Helmond.

The method of repayment depends on how you paid for your article:

If you pay by credit card, you will receive payment back on that same card. The transfer will be visible on your next credit card statement. We have no control on the processing date of your credit card company.

If you pay by PayPal, you will receive the credit on your PayPal account. Whether you use that amount for another purchase on your PayPal account or simply refund your bank is your decision. We have no control over this process.

If you pay by iDEAL, the purchase price will be refunded to the bank account from which the article was paid. This is not possible to change.

How can I track my order or return?

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After the payment of the order you will receive an email with the track & trace number of your parcel  so you can follow your parcel at www.postnl.nl.

Any customs or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order. We have no control over these charges and cannot predict what they may be.

When you are returning your items at a post office, you get a PostNL track & trace number so you can follow your parcel at www.postnl.nl.

Once the return shipment is received and processed, you will receive an automatic email confirmation. If you have not received an email 1 week after the return of your order, please email our customer service team at webshop@supertrash.com or call: 020-7640020.

Can I cancel my Newsletter subscription?

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We’ll be sad if you cancel the subscription, but if you really want to leave us you can tick on the unsubscribe button. You can always subscribe again!

How can I contact Customer Service?

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We don’t mind questions at all and we want to help you in every way we can, so don’t hesitate to contact us with questions! You can send an email to Webshop@supertrash.nl or call us on 0031 20 764 0020. When you’ve send us an email you’ll hear from us within 2 working days

Can't find the answer? Please send us a message with your question.