Frequently Asked Questions

At Ydence, online payment is conducted through a secure connection, allowing you to pay quickly and worry-free using our various payment methods. Check for a lock icon at the top of your browser. If the page address begins with https:// you are on the correct website and can be assured of a secure payment environment.

iDeal

Paying with iDeal allows you to pay the order amount online in advance through your own bank. Payments are made directly within your bank’s trusted internet payment environment, utilizing the bank's specific security methods.

Credit Card

We accept Visa and MasterCard. Credit card payments are verified, and additional information may be requested in some cases. For payments made with Visa and MasterCard, you will be prompted to provide the 3D Secure code.

PayPal

You can quickly and easily create a free PayPal account via the PayPal website. To pay, simply link your bank account or credit card to your PayPal account. There is no need to deposit money into your PayPal account beforehand, as the payment will be debited directly from your linked bank account or credit card.

Bancontact

For our Belgian customers, we also offer Bancontact (formerly known as Mister Cash). Bancontact is a bank payment method
specifically for Belgium, enabling you to pay securely via your bank's trusted online 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 €100.

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 on weekdays from 9:00 AM to 4:30 PM at +31 (0)75 210 2033. You can also email us anytime at info@ydence.com. We will get back to you as soon as possible!

Is the item you’re looking for sold out in your size? When you’re on the product page of the item you would like, you can click on your size and use the 'Notify Me' button. You'll receive an email as soon as the item is back in stock in your size! Since we process returns immediately, our inventory is kept up to date. Be sure to check the website regularly.

Alternatively, you can contact one of the stores in your area to see if they still have the item in stock. Here you can find our store locator.

If you’re experiencing issues while placing your order, please contact our customer service team. We are available on weekdays from 9:00 AM to 4:30 PM at +31 (0)75 210 2033. You can also email us anytime at info@ydence.com. We will get back to you as soon as possible!

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.

Once your order has been shipped, you will receive an email with the tracking information. Using the provided code, you can track your order on the PostNL website here.

We understand that you might change your mind, but unfortunately, it is not possible to modify your order after it has been placed. If needed, you can place a new order instead.

Is your question about ordering or delivery not addressed in our Frequently asked questions? We’re sorry we haven’t been able to provide the information you need yet. Please contact our customer service team - we’re happy to help!

We are available on weekdays from 9:00 AM to 4:30 PM at +31 (0)75 210 2033. You can also email us anytime at info@ydence.com. We will get back to you as soon as possible!

Finding your size is simple with our size guide, available on every product page. Additionally, we provide specific fit advice in the product specifications section underneath the item. For reference, you can also check the size worn by the model: models in our lookbook typically wear size XS, while models on the product pages usually wear size S.

Please note: Ydence is a Dutch fashion brand, which means our items may be slightly larger than what you’re used to.

Still unsure about your size? We’re happy to help! You can reach us on weekdays from 9:00 AM to 4:30 PM at +31 (0)75 210 2033.
You can also email us anytime at info@ydence.com. We will get back to you as soon as possible!

You can create a Ydence webshop account here. On the account page you can enter your details such as your name and email address to create an account. After creating your account, you will receive an e-mail to verify your 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 addressed in our Frequently asked questions? We’re sorry we haven’t been able to provide the information you need yet.

Please contact our customer service team—we’re happy to help!
We are available on weekdays from 9:00 AM to 4:30 PM at +31 (0)75 210 2033. You can also email us anytime at info@ydence.com. We will get back to you as soon as possible!

Yes, absolutely. All your purchases are covered by the legal warranty. There is no fixed term linked to the legal warranty; this means that a product must meet what you as a consumer can reasonably expect from the product.

We’re sorry to hear that you have a complaint! We are here to help resolve the issue. Please contact our customer service team.
We are available on weekdays from 9:00 AM to 4:30 PM at +31 (0)75 210 2033. You can also email us anytime at info@ydence.com. We will get back to you as soon as possible!

If your complaint involves a defect, please include a clear description and photos of the issue when reaching out to us.

No, unfortunately, we cannot offer a warranty on items purchased from one of our points of sale. Each point of sale has its own warranty policy. We kindly ask that you contact the relevant point of sale directly for assistance.

We’re sorry to hear that you received a defective item; this is certainly not our intention. Please send a clear photo and a detailed description of the defect to info@ydence.com. We will get back to you as soon as possible to resolve the issue!

Is your question about complaints and warranty not addressed in our Frequently asked questions? We’re sorry we haven’t been able to provide the information you need yet. Please contact our customer service team - we’re happy to help!

We are available on weekdays from 9:00 AM to 4:30 PM at +31 (0)75 210 2033. You can also email us anytime at info@ydence.com. We will get back to you as soon as possible!

If your order doesn’t meet your expectations, don’t worry—you can easily return or exchange it, if the items meet our return conditions. Please note that return costs are at your own expense.

- Go to our returns portal at https://ydence-returns.returnista.com/.

- Log in using your order number and the email adress you used to place the order. Important: you have 14 days to register your return and return costs are at your own expense.

- Select the item(s) you wish to return or exchange.

- Choose your preferred shipping method.

- After registering your return, you'll receive a return label or barcode via email. Drop off your package at a parcel point or arrange for a pick up. Be sure to save the proof op shipment.

Once we receive your return package, you’ll receive a confirmation email. If the returned item(s) meets our conditions, the purchase amount will be refunded to the original payment account within 10 working days. Alternatively, you can choose to receive store credit with an additional 10% shopping bonus.

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. After creating your return label, you have 5 working days to drop off the package at a parcel point or arrange for pickup.

Please note: return costs are at your own expense.

If your return package has arrived but you haven’t received a confirmation email yet, don’t worry. We aim to process returns within 7 working days after receipt. If your return meets our conditions, the purchase amount will be refunded within
10 working days, or you’ll receive store credit with an extra 10% bonus by email If you chose store credit.

Yes, you can exchange your item for a different size. Simply register your exchange within 14 days and follow the return procedure.
If the desired size is in stock, we’ll ship it to you free of charge as soon as we’ve received your return.

We’re sorry to hear that an item is missing from your shipment!

Please contact our customer service team at +31 (0)75 210 2033 (weekdays, 9:00 AM–4:30 PM) or email us anytime at info@ydence.com. `
We’ll resolve this issue as quickly as possible.

Yes, you can opt to receive store credit instead of a refund. As a token of appreciation, we’ll add an extra 10% to the return amount. Our gift cards have no expiration date, but any remaining balance after a purchase cannot be used again. You can select this option when registering your return via our portal at https://ydence-returns.returnista.com/. Once processed, the gift card will be emailed to you.

Return your order via our return portal at https://ydence-returns.returnista.com/. After registering your return, you’ll receive
a return label. If you didn’t receive an order form in your package or lost it, please contact our customer service team at +31 (0)75 210 2033 (weekdays, 9:00 AM–4:30 PM) or email us anytime at info@ydence.com. We’ll resolve this issue as quickly as possible.

Yes, you can return multiple orders in a single shipment. Please include a note listing the different order numbers so our distribution center can process your items correctly.

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

- Ensure all returnable items are in the same condition as when purchased.

- Pack the items neatly in their original packaging, including the packing slip.

- Items must be unworn and have their original labels attached.

- Affix the return label to the package and remove the old shipping label.

All our packages are delivered by PostNL. In the Netherlands, orders typically arrive within 2 business days. For international deliveries, the shipping time is 2–5 business days.

First, contact the courier to track your package. If it’s still missing, please contact our customer service team at +31 (0)75 210 2033 (weekdays, 9:00 AM–4:30 PM) or email us at info@ydence.com. We’ll work quickly to find a solution.

Is your question about shipping and returns not addressed in our Frequently asked questions? We’re sorry we haven’t been able to provide the information you need yet. Please contact our customer service team - we’re happy to help!

We are available on weekdays from 9:00 AM to 4:30 PM at +31 (0)75 210 2033. You can also email us anytime at info@ydence.com. We will get back to you as soon as possible!