Customer Support
Veelgestelde vragen
1. Account
1.1 I FORGET MY PASSWORD, WHAT CAN I DO?
If you have forgotten your password, click on the "Forgot your password?" Link on the login page. You will then receive an email with a new password.
1.2 I HAVE PLACED AN ORDER, BUT I FORGET TO CREATE AN ACCOUNT. CAN I MAKE AN ACCOUNT?
You can always create an account; unfortunately it is no longer possible to link your order to this account. However, it is still possible to follow your order. Once the order has been sent, you will receive an email with a track & trace code in a confirmation email.
2. Order
2.1 I HAVE PLACED AN ORDER, BUT I HAVE NOT RECEIVED A CONFIRMATION MAIL, WHAT NOW?
It can take up to 30 minutes before you receive a confirmation email. If you have not received a confirmation e-mail after 30 minutes, please contact our customer service.
2.2 CAN I PAY MY ORDER IN CASH?
No unfortunately not. We accept the following payment methods:
- iDEAL
- PayPal
- Mister Cash
- MasterCard
- VISA
- Bank transfer
- Giropay
- Sofort Banking
- Klarna
2.3 HOW MANY SHIPPING COST SHOULD I PAY?
The shipping costs depend on the country in which you live. Select your products, go to the shopping cart and complete your order. After you have selected your country, you will see the amount of shipping costs.
2.4 MY ORDER IS NOT COMPLETE, WHAT NOW?
This is of course not the intention. If your order is not complete, please contact our customer service. Send us an email with your order number, the product that you are missing and a photo of the invoice that you received with the order. Then we will ensure that you receive the missing product as quickly as possible.
2.5 MY ORDER IS DAMAGED, WHAT NOW?
If you have received a damaged product, please contact our customer service (also accessible via WhatsApp). Send a photo of the damaged product. Make sure that the damage is clearly visible on the photo. We will ensure that you receive a new product as soon as possible.
2.6 I HAVE RECEIVED A WRONG PRODUCT, WHAT NOW?
If you have received the wrong product, please contact our customer service. Send us an email with your order number, the product that you are missing, the product that you have received and a photo of the invoice that you received with the order. You can then return the incorrectly received product to us. We will ensure that you receive the right product as quickly as possible.
2.7 WHAT HAPPENS IF A PRODUCT IS NO LONGER AVAILABLE?
If a product is no longer available, you will receive a message from our customer service. You can then choose whether you want to receive another product for the same amount, or whether you will receive your money back.
2.8 HOW CAN I CANCEL MY ORDER?
To cancel your order, you can contact our customer service. If the order has not yet been sent, we can cancel the order for you, this will no longer be possible after shipment. If the order has already been sent, you can always return the order after receipt. You will receive your money back.
2.9 CAN I ADJUST MY ORDER?
As long as your order has not yet been packaged and sent, you can still adjust your order. Pass on your desired changes to our customer service as quickly as possible.
3. Shipping
3.1 WHAT SHIPMENT METHODS CAN I CHOOSE?
Unfortunately we do not offer the possibility to choose between shipping methods. We deliver our packages with DHL.
3.2 HOW LONG DOES IT TAKE BEFORE MY ORDER IS SHIPPED?
We will do everything in our power to honor your order in a timely manner, but we cannot guarantee a specific arrival date.
Please note: The delivery time is an indication, the actual delivery time can be different and is counted from the moment the package is handled and received at DHL. Many factors will influence shipping times and the courier will ultimately be responsible for delivery.
DHL PARCEL
Country | Delivery time * |
Netherlands, Belgium, Luxembourg | 1 business day |
Germany, Austria, Poland | 2 business days |
France, Spain, United Kingdom, Ireland, Hungary, Slovakia | 3 business days |
Italy, Sweden, Croatia, Finland, Portugal, Romania Bulgaria, Estonia, Latvia, Lithuania, | 4 business days |
Greece | 5 business days |
DHL EXPRESS
| Land | Delivery time * |
| Argentina | 2-4 |
| Australia | 2-4 |
| Austria | 1-2 |
| Brazil | 2-4 |
| Bulgaria | 1-2 |
| Canada | 2-4 |
| Chile | 2-4 |
| China | 2-4 |
| Colombia | 2-4 |
| Croatia | 1-2 |
| Cyprus | 1-2 |
| Czech Republic | 1-2 |
| Denmark | 1-2 |
| Ecuador | 2-4 |
| Estonia | 1-2 |
| Finland | 1-2 |
| France | 1-2 |
| Greece | 1-2 |
| Honduras | 2-4 |
| Hong Kong | 2-4 |
| Hungary | 1-2 |
| Iceland | 2-4 |
| India | 2-4 |
| Ireland | 1-2 |
| Israel | 2-4 |
| Italy | 1-2 |
| Japan | 2-4 |
| Latvia | 1-2 |
| Lithuania | 1-2 |
| Luxembourg | 1-2 |
| Malta | 2-4 |
| Mexico | 2-4 |
| New Zealand | 2-4 |
| Norway | 2-4 |
| Peru | 2-4 |
| Poland | 1-2 |
| Portugal | 1-2 |
| Romania | 1-2 |
| Singapore | 2-4 |
| Slovakia | 1-2 |
| Slovenia | 1-2 |
| Spain | 2-4 |
| Sweden | 1-2 |
| Switzerland | 2-4 |
| Turkey | 2-4 |
| Uruguay | 2-4 |
| United Arab Emirates | 2-4 |
| South Afrika | 2-4 |
| Switzerland | 2-4 |
| United States of America | 2-4 |
* = excluding customs clearance process
3.3 I HAVE NOT RECEIVED A TRACK & TRACE CODE, WHAT NOW?
If you have not yet received a track & trace code, please contact our customer service. They can provide you with a track & trace code.
4. RETURNS
4.1 CAN I RETURN PRODUCTS?
You can return products within 30 days of receiving your order. Unfortunately, the following products cannot be returned:
- Software, vinyl and CDs and DVDs that have been removed from the packaging.
- Products that cannot be returned due to hygienic reasons, such as underwear.
- Worn and washed clothing.
- Damaged and incomplete products.
4.2 HOW CAN I RETURN PRODUCTS?
Returning an order to Europe? Click here to access the returns portal.
Are you returning an order outside of Europe? The products can then be returned to the address below. Always remember to fill out the returns form and send it with your return package.
Minus is More Store
Attn: Return departement
Casablancaweg 12-D14
1047 HP Amsterdam
The Netherlands
4.3 DO I PAY TO RETURN PRODUCTS?
Unfortunately you have to pay the shipping costs for returning products yourself.
4.4 CAN I EXCHANGE A PRODUCT FOR THE SAME PRODUCT IN A DIFFERENT SIZE?
Once you have returned a product, you will receive your money back. You can then order the product again in a different size.
4.5 WHEN DO I RECEIVE MY MONEY BACK?
We will refund you immediately after your return shipment has been approved and processed. Minus is More Store will refund the amount of the returned items (excluding shipping costs - provided you return your entire order) within 14 business days to the same bank account used to make the purchase. Unfortunately, it is not possible to refund the purchase amount to another bank account.
How much time it takes for the money to reach your bank account depends on your payment method:
iDEAL: within 3 business days
Credit card: within 10 business days
Paypal: within 6-10 business days