Frequently Asked Questions
How can I place an order?
1: Add a product to your shopping cart
2: Enter your details
3: Select one of the payment methods
4: Place your order by clicking on ‘Pay and Order’
Do I need an account to order clothes?
No, you do not need an account to make a purchase. However, it is easy to create an account so you can review your orders!
How can I see what is the right size for me?
To see which size is best for you, each item includes a size guide. We recommend you follow this size guide when you are considering a purchase.
Can I still change or cancel my order afterwards?
After you have placed your order, it is unfortunately no longer possible to change the details or cancel. We cooperate with a large fulfilment centre that processes every order immediately. Their staff do their utmost to pack and ship the order as soon as possible.
When I added an article to the cart it was still in stock. At the checkout it was sold out. How is this possible?
We receive a large number of orders per day. There is a chance that the product sold out during your purchasing process.
What are the delivery costs?
The cost of delivery for customers within the Netherlands and Belgium is € 5.95 per package.
What is my order’s delivery time?
Your package will be delivered within 1-4 working days after the order was placed. Outside the Netherlands this will take 2-6 days. You will receive an e-mail as soon as your package has been handed to PostNL/DHL. This e-mail will contain your Track & Trace code so you can track your package.
If DHL cannot deliver the package to you or your neighbours, they will leave a card in your letterbox. You can use the code on this card to indicate on their website when they can deliver to you. You can also choose to have the package delivered to your neighbours or to a DHL collection point. If you make no selection, DHL will try to deliver the package again the next day (up to 4 times). Please note: A delivery address cannot be changed once the order has been placed.
How can I review the status of my shipment?
You can track your package using the tracking code in the e-mail you will receive from us after your package has been dispatched.
My order has not been delivered after 1-4 working days. What now?
Sometimes the delivery might take a bit longer. If it has been more than one week, we recommend you contact our Customer Service via email@example.com.
Why haven’t I received an order confirmation?
After placing your order, you will receive an order confirmation from us. Have you not received this e-mail? Please check your spam folder! If you cannot find it there, something probably went wrong when you entered your details. Please check your account to see whether your e-mail address is correct.
How do I pay for my order?
We have various payment methods. For each payment method, please see below for any payment fees.
- iDeal (free)
- Mister Cash/Bancontact (free)
- AfterPay (€ 0.95 per order)
- Visa (€ 0.10 per order + 0.60% of total order amount)
- MasterCard (€ 0.10 per order + 0.60% of total order amount)
- PayPal (€ 0.45 per order + 2.30% of total order amount)
How does the AfterPay method work?
AfterPay handles the entire payment process for Colourful Rebel B.V. afterwards. This means that you receive a digital invoice from AfterPay via e-mail to pay for the purchased product(s). You can pay at Colourful Rebel B.V. with a digital invoice up to an amount of € 150.
If you return one or more items from your order, this amount will be removed from your AfterPay invoice. Finally, you will receive an up-to-date invoice stating the amount that you have to pay. Are you returning your entire order? If so, your entire AfterPay invoice will be deleted. If you have any questions, you can always contact AfterPay. For more information, we refer you to the consumer part of the AfterPay website.
How can I return my article?
If, for whatever reason, you are not satisfied with your online purchase, you can return the unused articles within 14 days after receipt (at your own expense). The articles must be returned undamaged and with the labels still attached. If you want to return the order, please follow the steps on the supplied returns form. If you have any problems, please send an e-mail to firstname.lastname@example.org.
How can I return an order from abroad?
If you live abroad and you want to return your order, you can request a returns label from Customer Service. Just send an e-mail to email@example.com. This way you can return your order at a local rate. You will send your return to our partners abroad, so your package is sent back to us in the Netherlands from your own country. As soon as we have received your package in the Netherlands you will receive confirmation thereof. The amount of your returned package will be refunded within 3 weeks maximum.
Can articles be exchanged?
Articles cannot be exchanged for other articles. But if you still want another size, colour or product you can return the unwanted item, and we will credit this to you within 5 working days! Meanwhile you can order the correct product again in our webshop, which you will then receive the next day (assuming all goes well with the courier company).
Can I return my online order or exchange it in the Colourful Rebel shop?
It is possible to return or exchange your order free of charge in our shop in Amsterdam. Please make sure you bring your completed returns form. Articles must be returned undamaged with the label still attached. If clothing is considered damaged by shop assistants, it can be refused. Within 5 working days you will receive a refund for the returned items via the payment method that you used for your internet purchase. Please note: the shop will not issue cash refunds for online purchases.
When will I get my money back?
Within 14 working days you will receive a refund for the returned articles into the account that you used for the original purchase. Always ask for a track & trace code when you return your product. Without this code, we cannot do anything for you in case of loss by the courier company.
My purchase was delivered wrongly, damaged or incomplete. What should I do?
We are truly sorry if you have a complaint regarding an item delivered by us. Always send an e-mail to our Customer Service first via firstname.lastname@example.org before you return an article. Please do not forget to mention your order number. We will try to resolve your complaint for you as quickly as possible!