Frequently Asked Questions

Online payment at Ydence is via a secure connection, you can pay online quickly and carefree with our various payment methods. Check at the top of your browser if you see a green lock. If the address of the page starts with https:// then you are on the right website and assured of a secure payment environment.

iDeal

Paying with iDeal means that you pay the order amount online in advance via your own bank. Payment is made directly within the trusted internet payment environment based on specific security methods of the bank.

Credit card

We accept Visa and MasterCard. Credit cards are checked and in some cases additional information may be requested. For payments with Visa and MasterCard you will be asked for the 3D secure code.

PayPal

You can quickly and easily open a free PayPal account via the PayPal website. In order to pay, you link your bank account or credit card to your PayPal account. You do not need to deposit money into a PayPal account first. The payment is immediately debited from your bank account or credit card.

Bancontact

For our Belgian customers we also offer Bancontact (formerly Mister Cash). Bancontact is a bank payment method from and for Belgium, with which you can pay via your own trusted banking environment.

The standard shipping costs within the Netherlands are €2.95. For orders over €50, we will deliver your Ydence purchases for free! Shipments outside the Netherlands (but within the EU) are delivered to you for €4.95 and free for orders over €75.

You can enter your discount code in the 'discount code' bar during checkout. When you click on 'apply code', the discount will automatically be applied to your order. If you experience problems entering your code, please contact our customer service. We are available between 9:00 and 16:30 on weekdays on +31 (0)75 210 2033. Of course you can always send an e-mail to info@ydence.com . We will contact you as soon as possible!

Is the item you have in mind sold out? Then use the 'notify me' function for the item, so that you will receive an e-mail as soon as the item is back in stock in your size! Because we also process returns immediately, the stock of our items is kept up to date. So keep a close eye on the website. You can of course also contact one of the boutiques in your area and see if they still have the item in stock.

If you have any problems placing your order, please contact our customer service. We are available between 9:00 and 16:30 on weekdays on +31 (0)75 210 2033. Outside office hours you can send an email to info@ydence.com . We will contact you as soon as possible!

Of course you can't wait to receive your Ydence clothing. In the Netherlands you can usually expect your order within 2 working days. For deliveries outside the Netherlands, the delivery time is 2-5 working days. Please note that - for example during the launch of a new collection or during the sale - the standard delivery time may be exceeded. If you have any questions about delivery times, for example because of a specific occasion, please contact us so that we can arrange the best delivery for you together.

When a placed order is actually shipped, you will receive an email with the tracking information. Using the code sent, you can track your order via the PostNL website. Did you receive the email with the track & trace code from Ydence? Then you can usually expect your package on the next working day.

We completely understand if you have changed your mind, but unfortunately it is no longer possible to change your order after it has been placed.

Is your question about delivery not listed in the frequently asked questions? We are sorry that we have not been able to answer your question yet. Please contact customer service. We are available between 9:00 and 16:30 on weekdays on +31 (0)75 210 2033. Outside office hours you can send an e-mail to info@ydence.com. We will contact you as soon as possible!

Finding your size is easy with our size chart, which you can find on every product page. We also always advise how an item fits. It is also useful to look at the size the model is wearing for reference. Our models in the lookbook often wear size XS while the models on the product pages wear size S.

Please note: Ydence is a Dutch fashion brand and that means that our items are slightly looser than you might be used to.

Still not sure about your size? We are happy to advise you! We are available between 9:00 and 16:30 on weekdays on +31 (0)75 210 2033. Outside office hours you can send an e-mail to info@ydence.com . We will contact you as soon as possible!

You can create a Ydence webshop account by clicking here. On the account page you can enter your details such as your name and email address to create an account.

You can view and edit your details, email address and payment information in your account after you log in.

We are sorry to hear that you no longer wish to receive our newsletter. You can unsubscribe via the 'unsubscribe' link at the bottom of the newsletter. If this does not work, we will be happy to help you.

Is your question about your account not listed in the frequently asked questions? We are sorry that we have not been able to answer your question yet. Please contact customer service. We are available between 9:00 and 16:30 on weekdays on +31 (0)75 210 2033. Outside office hours you can send an e-mail to info@ydence.com. We will contact you as soon as possible!

Yes, definitely. You will receive the legal guarantee on all your purchases. There is no fixed term linked to the legal guarantee, this differs per product; This means that a product must meet what you as a consumer can reasonably expect from the product.

How annoying that you have a complaint! We are happy to help you solve this.

You can do this by contacting our customer service. We are available between 9:00 and 16:30 on weekdays on +31 (0)75 210 2033. Outside office hours you can send an e-mail to info@ydence.com. We will contact you as soon as possible! Is it a defect? ​​Please provide a clear description and photos of the defect when you contact us.

No, unfortunately we do not offer a guarantee on items purchased at one of our points of sale. Each point of sale has its own guarantee policy, so we would like to ask you to contact the relevant point of sale.

How annoying to hear that you have received a defective item; this is of course not the intention. We would like to ask you to send a clear photo and description of the defect to info@ydence.com. We will then contact you as soon as possible and solve it for you!

Is your question about complaints and warranty not among the frequently asked questions? It is annoying that we have not been able to answer your question yet. Please contact customer service. We are available between 9:00 and 16:30 on weekdays on +31 (0)75 210 2033. Outside office hours you can send an e-mail to info@ydence.com . We will contact you as soon as possible!

Have you received an order and for whatever reason it does not meet your expectations? Fortunately, you can easily return or exchange it, provided that the item(s) meet our return conditions. Please note, the return costs are at your own expense!

1. Go to the returns portal at https://ydence-returns.returnista.com/ .
2. Log in with your order number and the email address you used when placing the order.
3. Select the items you want to return or exchange and choose the desired return method. Please note! You have 14 days to register your return and the return costs are at your own expense.
4. Choose your preferred shipping method
5. After you have registered your return, you will receive your return label or barcode by email. You can then drop off your package at a parcel point of the carrier of your choice (DPD or DHL) or have your package picked up. Keep the proof of shipment safe.
   

Once the package has been delivered to us, you will receive an email confirmation. If the returned item meets our conditions, the purchase amount will be refunded to the account with which payment was made within 10 working days or you will receive the store credit + 10% extra shopping money by email.

Once the package has been delivered to us, you will receive an email confirmation. If the product meets our conditions, the purchase amount will be refunded to the account that was used for payment within 10 working days.

You have 14 days after receiving your order to register your return. Depending on the return method you have chosen, you can drop off the package at the drop-off point or have the package picked up. You have 3 working days to do this.

Return costs are at your own expense.

Did your package arrive with us, but you have not yet received a confirmation via email? We do our best to process your return within 7 working days after receiving your return package. If the returned item meets our conditions, the purchase amount will be refunded to the account with which payment was made within 10 working days or you will receive the store credit + 10% extra shopping money by email.

Would you rather exchange the item for a different size? That is also no problem. Register your exchange within 14 days and follow the return procedure as shown above. If the product is in stock in the desired size, this item will be sent to you free of charge as soon as we have received your return!

How annoying to hear that an item is missing from your shipment! Our apologies for this. Please contact our customer service. We are available between 9:00 and 16:30 on weekdays on +31 (0)75 210 2033. Outside office hours you can send an email to info@ydence.com. We will contact you as soon as possible!

Would you rather receive your return amount as a Ydence gift card? As a token of appreciation, we will give you extra store credit worth 10% of the return amount when you choose this option. Our gift cards have no expiration date, but the amount of the store credit can only be spent once (the rest will expire). You can select this option when registering your return via https://ydence-returns.returnista.com/ . After processing your return, you will receive the gift card by email.

You can return your order via our return portal: https://ydence-returns.returnista.com/ after registering your return shipment you will receive the return label. Didn't receive an order form in your package or lost it? Then we are happy to help you further, this can be done by contacting our customer service. We are available between 9:00 and 16:30 on working days on +31 (0)75 210 2033. Outside office hours you can send an e-mail to info@ydence.com . We will contact you as soon as possible!

Yes! It is important that you add a note with the different order numbers, so that our distribution center can process the items properly.

We work with the online return portal of Returnista. If you have not received a return label, we recommend using the chat on the return portal or contact Returnista via support@returnista.com. They can help you further with this.

Returnable items must be in the same condition as when purchased. Put the items (neatly please!) back in the original packaging together with the packing slip. Items can only be returned in unworn condition and with the original labels. Stick the return label on the package. Do not forget to remove the old shipping label.

All our packages are delivered by PostNL. In the Netherlands, you can usually expect your order within 2 business days. For deliveries outside the Netherlands, the delivery time is 2-5 business days.

We recommend that you contact the courier first, as they can easily track the package. If your package is still missing, please contact our customer service so we can find a solution quickly. We are available between 9:00 and 16:30 on weekdays on +31 (0)75 210 2033. Outside office hours you can send an email to info@ydence.com

Do you have any questions about your return? Please contact Returnista via support@returnista.com or via the contact button at the bottom left of our return portal. You can also always contact Ydence customer service. We are available between 9:00 and 16:30 on weekdays on +31 (0)75 210 2033. Outside office hours you can send an email to info@ydence.com . We will contact you as soon as possible!