ORDERS
1. Can I cancel my order after I have placed it?
To request an order cancellation, please email us at floor@detoutefacon.nl. We can cancel your order before it has been dispatched. If your order has already been shipped, you can still exercise your statutory right of withdrawal. Please see our Returns Policy for more information.
2. Can I change an item in my order after I have placed it?
We are unable to facilitate order changes. To exchange an item for a different product we kindly ask you to place a new order and to request an order cancellation or return your original order once it arrives.
3. I’ve received a faulty item in my order. What should I do?
We’re so sorry to hear that your order didn’t arrive in perfect condition. Please send an email as soon as possible to floor@detoutefacon.nl with your order number and a picture of the fault. We’ll be more than happy to help you out.
EXCHANGE
1. Can I exchange an item?
In order to organise an exchange, please return your original order and repurchase the new item. You can read our full returns & exchanges policy below.
PAYMENTS
1. Which payment methods do you accept?
We accept IDEAL, Visa, Mastercard and PayPal.
PROMOS & DISCOUNTS
1. My discount code doesn’t work. What can I do?
We are sorry to hear that you are having trouble checking out with your discount code. Please get in contact with our customer care team at floor@detoutefacon.nl
2. Can I use more than one discount code at the checkout?
No, you can only use one discount code at a time.
3. Do discount codes apply for items that are on sale?
Discount codes are only valid towards full price purchases and cannot be used towards products that are on sale.
SHIPPING
1. How much does shipping cost?
You can find our detailed shipping policy below, see shipping.
2. Do you ship internationally?
De Toute Façon offers Worldwide Shipping.
3. Which courier company do you ship with?
We currently ship via POST NL, UPS and DHL.
4. How long does it take to dispatch my order?
We aim to dispatch orders placed before 1 PM, Monday to Friday, on the same working day.
5. How long will it take to receive my order once it has been dispatched?
Please be aware that delivery times are indicated from the day the order has been dispatched. For the delivery times per country, please refer to our shipping page.
6. Should I expect customs when I receive my order?
We ship from the Netherlands. For orders outside the European Union, additional customs duties, import taxes and handling fees may apply. Unless explicitly included at checkout, these charges are the responsibility of the customer and may be collected by the local customs authorities or shipping carrier. If you have any questions, please contact us at floor@detoutefacon.nl.
7. How can I track my order?
Once your order has been shipped you will receive an email with a track & trace number to track the status of your order. If you have not received it, please check your spam box. You can also visit the shipping providers website with the tracking number provided. Otherwise, please email our customer care team at floor@detoutefacon.nl with your order number and they would be happy to help you.
8. Why hasn’t my order arrived within the indicated delivery time?
We do our best to deliver your order within the estimated delivery time. Occasionally, delays may occur. If your order has not arrived as expected, please contact us at floor@detoutefacon.nl and we will be happy to assist you.
RETURNS & REFUNDS
1. What is your return policy?
You have the right to withdraw from your online purchase within 14 days of receiving your order, without giving any reason. After notifying us of your decision to withdraw, you have another 14 days to return your items. Please visit our Returns Policy page for further instructions.
2. Can I return my order without the tag?
We kindly ask you to return items in their original condition, preferably with all original tags attached and in their original packaging. You may try on garments as you would in a physical store. If an item has been handled beyond what is necessary to assess its nature, characteristics and fit, a deduction for any resulting loss in value may apply.
3. Can I return a sale item?
If the item is not quite right, you can of course return it.
4. How long will it take for my refund to be processed?
We will issue your refund within 14 days of receiving your withdrawal notification. We may withhold the refund until we have received the returned items or you have provided proof of return shipment, whichever comes first. Refunds will be made using the original payment method, unless otherwise agreed.
5. Do I have to pay for my return?
Yes, return shipping costs are at your own expense. You can choose your preferred shipping carrier to return your order. Please contact us at floor@detoutefacon.nl for return instructions.
If you return your entire order under your statutory right of withdrawal, we will also refund the original standard delivery costs. Additional costs for premium delivery options are non-refundable.
6.Can I return a personalized item?
Items made to your individual specifications or clearly personalized cannot be returned under the standard 14-day right of withdrawal. This does not affect your statutory rights if an item is faulty or does not conform to your order.
PRODUCTS & STOCK
1. I’m not sure which size to choose. Can you help me?
If you have any questions regarding the sizing and fit of our items, we are happy to help. You can find a measurement chart for each product by selecting ‘size chart’ on the product page. It can be helpful to compare these measurements to a garment you already own to get the best idea of size and fit. If you are still not sure which size to choose, feel free to contact our customer care team at floor@detoutefacon.nl
2. Where can I find the care instructions for a garment?
You can find the care instructions for each product on its product page.
TECHNICAL ISSUES
1. My payment has been rejected. What can I do?
If your payment has been declined, please check your payment details or try another payment method. If the issue continues, contact your bank or payment provider. You can also reach us at floor@detoutefacon.nl and we will be happy to help.
2. I haven’t received a confirmation of my order. Is it still valid?
Please make sure your order confirmation email is not in your spam folder. If you haven’t received an order confirmation email within an hour, please contact our customer care team about the status of your order at floor@detoutefacon.nl and they can look into this for you.
3. Do I need to create an account to place my order?
While we recommend creating an account for a faster checkout process, you can place your order as a guest.
CONTACT & CUSTOMER SERVICE
1. How can I contact De Toute Façon customer service?
For questions about products, orders, returns, exchanges or any other inquiries, please contact us at floor@detoutefacon.nl or via WhatsApp. We will be happy to help you.
2. How long does it take to answer an inquiry?
We aim to respond to all inquiries within one business day. However, during peak periods it might take up to two business days for us to get back to you.
During the holiday period, please allow up to 72 hours to receive an initial response from our customer care team. Thank you for your patience.
3. How can I contact your wholesale team?
If you are a retailer interested in selling De Toute Façon, please contact: floor@detoutefacon.nl
4. How can I contact your press team?
To contact our press team, please email: floor@detoutefacon.nl