All Help Topics

Ordering

How can I place an order at Penninkhoffashion.com?

Find the article that you want to order and place this in your shopping bag by selecting the size and by clicking on “place in shopping bag”. Now you can continue shopping. When you want to order immediately, click on “go to shopping bag”. Now you come to the overview page of the shopping bag.
If you have a promotional or special offer code you can enter this here. When all the details on this page are correct, please click on the button: order and pay.
Now you come to a page where you have 3 options. Select your option and click on: continue.
Now you come to a page where you must enter your details. If you have logged in with your account these will have already been entered. Check the details and click on: continue.
Select your payment method. You can pay with credit card, PayPal or bank transfer. Click on: continue.
Now you come to an overview page that shows all the details of your order. When all details are correct please click on: “PAY” to complete your order. Now you go to the payment environment where you can make the payment.
At the moment that your payment is completed correctly, you get a message on your screen. Within a few minutes you will also receive a confirmation e-mail with all the details of your order.

When will I receive my order?

Within Europe we deliver within 4 days. Intercontinental we guarantee a delivery time of 5 days unless you have chosen the payment method: bank transfer. In this case you will receive a mail with instructions how to transfer the amount.

Can I change an order?

During the ordering process you can always change your order. Once you have completed the payment you can no longer change the order. If you want to do so, please contact us per phone (0570-592339). We can always manually change your order for you.

I have entered a wrong address and the order is already completed. What can I do?

When you discover a mistake in your address details after you have completed the order, please contact us per phone (+31-570592339) or per e-mail (customerservice@penninkhofmode.nl) as soon as possible. If your order has not been sent yet we can always correct the mistake. If your order has already been sent, we must wait till your order is returned. After this we can then send it to the right address. 

How can I redeem my loyalty points during an order?

Yes, you can always redeem your loyalty points with an order. Also with articles that are on special offer. However, you must first log in to your account and subsequently you can add them in the overview of the shopping bag.

Can I receive an order under cash on delivery?

No, we do not send orders to our customers under cash on delivery.

Why did I not receive a confirmation?

You completed an order but you did not receive a confirmation in your e-mail. It is possible that you did receive this but that this has ended up in your “junk mail”. It is also possible that you entered a wrong e-mail address by mistake when you placed the order. In case of doubt we advise you to call our customer service (+31-570592339) or to mail to: customerservice@penninkhofmode.nl, so we can further help you with this.

Can I place an order without creating an account?

Yes, you can place an order without creating an account. In that case we only use your details once for the correct processing and sending of your order. When you select this option, you do not receive loyalty points on your order.

The size that I want to order is not visible. How is this possible?

When your size is not visible with the article that you want to order, it means that this size is sold out. In this case you can always call us to check if we can re-order your size. This is possible in most situations.

Are the prices inclusive VAT?

Yes, the prices on all our sites are inclusive VAT. When you live outside the European Union, the VAT will be automatically deducted from the sales prices when you select your country at the moment that you enter your country during the check out, and you will not pay any VAT. However, it is possible that the customs in the country where you live, will charge customs or import charges. These costs are for the account and risk of the customer.

Can I select a desired delivery date for my order when I place the order?

At this moment it is not possible to enter this when you place the order. However, if you do want this, you can call our customer service so we can arrange this for you.

Payment

Which payments options are there?

You can pay in the following ways:
Credit card: We accept MasterCard, Visa and American Express.
PayPal: This is an internet bank. However, you must have a PayPal account for this.
Bank transfer: You receive a mail with instructions how you must transfer the amount. This payment method causes some delay in the shipment as we wait till the moment that your payment has been received by us.
Ordering per phone: You tells us what you want to order per phone. We give you the details for the payment. When we have received the amount, we will send the order to you.

What is Buckaroo?

Buckaroo is our payment provider (company that processes the payments) that processes the payment. This is done via an encrypt and secure connection. If you have any questions, please do not hesitate to contact our customer service (+31-570-592339).

Can I pay afterwards?

No, this payment method is only possible in the Netherlands and Germany.

What is PayPal?

PayPal is an online payment system with which you can quickly and easily pay for internet purchases.

What does bank transfer mean?

Bank transfer means that you place an order without immediately making a payment. The articles chosen by you will be reserved for you for a period of 5 days. You receive an e-mail from us with the instructions for your payment. You pay to Buckaroo (a company that processes these payments on internet). When we have received the payment, we will immediately send your order to you.

Can I pay with my loyalty points?

When you order clothes, shoes or accessories you can always redeem your loyalty points. Also with articles that are on special offer. When you order an article from our gift shop you can only do this if you pay at least half the value with your loyalty points. This is because the gift shop is exclusively for registered customers.

Can I pay with a Penninkhof gift voucher?

No, you cannot pay with a gift voucher in our web shop unless this gift voucher has a code you can enter with the promotional code.

Shipping

To which countries do you deliver?

In principle we deliver to all countries in the world that are supported by DHL. Many countries are included in our payment system. Below you can see of list of these. When your country is not included in the list you can request us to add your country. We will inform you as soon as possible what the applicable shipping costs are for this country.
List of countries where we ship to:
Netherlands, Belgium, Germany, Luxembourg, France, Bulgaria, Denmark, Estonia, Finland, Greece, Hungary, Italy, Ireland, Iceland, Lithuania Latvia, Norway, Austria, Poland, Portugal, Spain, Slovakia, Slovenia, the Czech Republic, England, Sweden, America, Canada, Switzerland, Norway, Israel, Japan, Thailand, Singapore, New Zealand and Australia.

Do I have to pay shipping costs?

Shipping is free with orders to the Netherlands, Belgium and Germany. For orders to Luxembourg and France the shipping is free with an order value of € 150.00 or more. With an order value that is lower we charge € 5.00 to Luxembourg and € 8.00 to France for the shipping costs. For all other countries we refer you to the overview of the shipping costs (shipping costs overview).

What is the delivery time of my order?

Within the Netherlands and Belgium we guarantee a delivery time of 3 working days. In the period from 01-01-2016 up to 30-06-2017 99.2% of our orders within the Netherlands and Belgium were delivered the next working day after the order was placed. In Germany we guarantee a delivery time of 3 days. In the period from 01-11-2016 up to 30-06-2017 98.6% was delivered within 2 working days. To other countries in Europe we guarantee a delivery time of 4 days. For countries outside Europe we guarantee a delivery time of 5 days.

Who will deliver my order?

We have DHL as partner for all our deliveries across the whole world.

I did not receive a track and trace code. How is this possible?

You receive a “track & trace” code when we pack your order and prepare it for shipment.

My track & trace code does not work. What can I do?

Your “track & trace” code is fully activated when your order is registered at the sorting centre of DHL. This happens in the evening between 18.30 hours and 21.00 hours. If your “track& trace” code is still not active after this time, you must contact our customer service (0570-592339) as soon as possible to avoid any delays.

I see in my track & trace that there is a delay. What can I do?

Please contact our customer service (+31-570592339) or customerservice@penninkhofmode.nl as soon as possible. We have a direct line with DHL so we can always quickly trace the reason for the delay. In consultation with DHL, we will solve this for you as quickly as possible. We advise you to contact us and not DHL as we can directly approach the right people at DHL.

Exchanging/Returning

Are there any charges when I return something?

Return costs from the Netherlands, Germany and Belgium are free with purchases from the regular collection. For return shipments from Luxembourg we charge € 5.= and for return shipments from France we charge € 8.=. For all other countries the return costs are for the account of the customer.

How do I return a received order?

With all shipments within the Netherlands, Belgium and Germany we include a return label. You stick this label on top of the shipment label on your package. Please make sure that the barcodes of the shipment label are completely covered over. You seal the package and you deliver this to a service point of DHL. Within 24 hours (Germany sometimes 48 hours) we receive your return shipment. For all other countries you can send your return shipment to:

Penninkhofmode
Diepenveenseweg 20
8121 PN Olst
Netherlands

What is the deadline to return my order?

You can return your order within 14 days calculated from the day that you received your order.

When will I get my money back when I return something?

When we receive your return shipment, we will check this for damage and if the articles have been worn. When everything is in order, your return shipment will be processed the same day and the amount is immediately refunded to you. This amount will be refunded in the same way as you made the payment. For example, if you paid with a credit card, the amount will be refunded to your credit card.

What should I do in case of a complaint?

In case of complaints you can contact Penninkhofmode, customer service department, (customerservice@penninkhofmode.nl)
Complaints submitted to us will be answered as soon as possible but at least within a period of 2 working days (calculated from the date of receipt). If a complaint requires a foreseeable longer processing time, we strive to offer an appropriate solution within a period of 14 days after receipt (actual receipt of the article) of the complaint.

Our assortment

Is the assortment really in stock?

Yes, all articles that you see in our web shop are actually in stock in our stores.

Is the assortment in the web shop available in all stores?

Yes, the assortment in the web shop is in principle the same as the collection in our stores. However, it is possible that a design is sold out at one of our branches but that this is still in stock at another branch.

Can my order still be sold out?

Yes, that is indeed possible. It is possible that a customer buys the last article in our branches at the same time that you make the purchase via internet. This is because the stock of the web shop is the same as the stock in our stores. However, we do our utmost to prevent this as much as possible. Should it occur, you will be informed about this as soon as possible and your payment will be refunded.

Is the colour on the pictures indeed the actual colour?

The quality of our pictures resembles the reality for 99.9%. Our principle is the authenticity of the colour on a tablet. The colour may vary on a laptop or screen because there are often personal settings.

What is my warranty period?

The warranty applies conform the legal rights of the consumer. Legal warranty means that a product must comply with what the consumer may expect in all fairness. A warranty period of 6 months usually applies.

Are the clothing sizes translated to the Dutch sizes?

Yes, all articles in our web shop are translated to the Dutch/German sizes. An article with an Italian size 46 of the brand High will be showed in our web shop as a size 40.

Account and Gift shop

I have forgotten my password. What can I do?

If you have forgotten your password of your account, you can go to the login page and click on: “forgotten password”. Subsequently you enter your e-mail address and click on: send. You will receive an e-mail from us. This contains instructions how you can create a new password and you can use this to log in to your account again.

I have got another e-mail address. Can I change this in my account?

Yes, you log in with your old e-mail address. In your account you can change your e-mail address and then click confirm. Now your e-mail address has been changed to your new e-mail address.

How do I adjust my account details?

You log in with your e-mail address. Subsequently you change the details that you want to adjust and click on confirm. Now your details have been adjusted.

Can I delete my account?

Yes, if you want to delete your account, we ask you to inform us about this per e-mail (customerservice@penninkhofmode.nl) or per phone (+31-570592339). However, once your account has been cancelled you will lose all your accrued loyalty points. Restoring a permanently deleted account is not possible. However, you can create a new account. Lost loyalty points will not be refunded.

How can I deregister myself for the newsletter?

At the bottom or each newsletter is a link where you can deregister yourself for the newsletter. You can also do this per e-mail (customerservice@penninkhofmode.nl) or per phone (+31-570592339).

What is the wish list?

In order to use your wish list you must have an account. You can always create this. When you have added an article to your wish list, you can find this item in your account at a later time and review it again and possibly place an order. When the article is sold out in all sizes it is automatically removed from your wish list.

What are loyalty points?

Loyalty point are the points that you accrue with purchases in our web shop and our stores. You can use these with you next purchase or to buy gifts from our gift shop that is exclusively for our registered customers.

How can I see how many loyalty points I have?

You can always see the balance of your loyalty points in your account. However, you must log in with your e-mail address and password. An assistant in one of our stores can also always tell you what the balance is.

How long are these loyalty points valid?

Loyalty points are valid for 2 years from the moment that these are registered during a purchase. 

Can I exchange “my loyalty points” for money?

Loyalty points cannot be exchanged for money. Even when you have bought an article with loyalty points and you return this article, the value of the loyalty points will not be refunded in money but these are added to your account again.

Can I give my loyalty points to someone else?

No, loyalty points cannot be transferred.

How does the gift shop work?

When you are a registered customer in one of our stores or in our web shop, you save points with all your purchases, which we call loyalty points. With these loyalty points you can purchase gifts in our gift shop. At least 50% of the value of the gift that you want to buy must be paid with loyalty points. Of course you can also fully pay a gift with your accrued loyalty points.

Can I buy something from the gift shop without loyalty points?

No, at least half the value of the gift that you want to buy must be paid with loyalty points.

Can I always use my loyalty points when I buy shoes or clothes?

You can always use your loyalty points when you purchase clothes, shoes or accessories. Also for all articles with a discount.