FREQUENTLY ASKED QUESTIONS
Welcome to RISE CLAN’s “Frequently Asked Questions” section! We hope that all your questions will be answered here. But if not, don’t worry, just get in touch with us. Write us an email to email@example.com and we’ll be pleased and happy to help you!
HOW DO I ORDER?
You can either place your order directly through this website or send us an email with the list of products you like to purchase and we’ll get back to you with the total amount and different payment options for you to chose from.
DO I NEED AN ACCOUNT TO PLACE MY ORDER?
No, you do not need to register to place an order, but you need to provide a valid email address and contact details when placing an order.
DO YOU SHIP TO MY COUNTRY?
We ship to different countries in the world, just use the dropdown at the checkout to find your country. If you can’t find your country, please, get in touch with us and we’ll find a solution together.
Here’s the list of countries we currently ship to:
Argentina / Australia / Austria / Belgium / Brazil / Bulgaria / Canada / Chile / Colombia / Croatia / Czech Republic / Denmark / Estonia / Finland / France / Germany / Greece / Hungary / Ireland / Israel / Italy / Japan / Latvia / Lithuania / Luxembourg / Mexico / Netherlands / New Zealand / Norway / Poland / Portugal / Romania / Russia / Slovakia / Slovenia / Spain / Sweden / Switzerland / Ukraine / United Kingdom (UK) / United States (US)
HOW MUCH DO I PAY FOR SHIPPING?
The shipping costs will be added to your order and visible at checkout before you finalize the order. The shipping depends on the size and weight of the parcel and is also based on the destination country. We offer free shipping in Amsterdam or on bigger orders as stated below:
Free shipping on orders above:
Netherlands – 100 euros
Belgium – 100 euros
Europe – 150 euros
World – 250 euros
HOW IS MY ORDER SHIPPED?
We prepare your orders with recycled, recyclable and sometimes even reused boxes. Our minimal waste shipping is sent by one of these three companies – DPD, DHL and PostNL – depending on your country.
CAN I TRACK MY ORDER?
Yes, you will receive a tracking code/number in the shipping confirmation email with a link to track your parcel.
WHERE IS MY ORDER?
This depends on your delivery method – if you’re not sure which you selected, please check your order confirmation email which will let you know when your order is due. If this date has passed, please check your tracking number if you have one or just get in touch with so we can help you. We are always happy to help with any queries you may have and can investigate any delays for you right away.
WHAT ARE YOUR DELIVERY OPTIONS?
We dispatch all orders within 48 hours on working days. Holidays and bank holidays might affect this time. When the order is shipped you receive a shipping confirmation email. From when the order is shipped the estimated delivery time is:
Amsterdam – 1 to 2 working days
EU – 3 to 5 working days
World – 5 to 7 working days.
If it takes longer, please contact us and we’ll have a look at what might have happened.
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept credit card payments or payment via PayPal. Residents within the Netherlands are also offered the option to pay with iDeal. If you don’t have or use any of the payment options above, please send us an email and we’ll find a solution together.
WHAT CURRENCY DO I PAY IN?
The currency used in this website is EUROS.
DO I HAVE TO PAY INTERNATIONAL TAXES AND DUTIES?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. We cannot control and are not responsible for any duties/taxes/extra fees applied to your package upon delivery. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country, make sure you understand what rules and fees apply by contacting relevant authorities or local DHL, DPD or National Post Office branches.
CAN YOU SEND MY ORDER AS A GIFT FOR CUSTOMS PURPOSES?
No. The purchase price needs to be stated correctly on our parcels. If an item is on sale we will declare the sale price and not the original retail price.
CAN I CHANGE MY ORDER?
We start working on your order as soon as it is placed, so there is a very limited time-frame in which you can amend or cancel it. If you would like to make any changes, please contact us as soon as possible.
CAN I ADD ITEMS TO MY ORDER?
Unfortunately we cannot add items to an existing order. Please place a new order with the extra items and contact us. We’ll be happy to waive shipping on this additional order if it was placed within 24 hrs of the original order.
DID MY ORDER GO THROUGH?
An order confirmation email is sent immediately after the order is placed. Check your inbox and junk mail, and add firstname.lastname@example.org to your contact book for future purchases. If it is missing, chances are that your order did not go through correctly. Please contact us and we’ll sort it out!
HOW DO I USE A VOUCHER CODE?
The voucher code is entered in the checkout stage. Enter the code in the voucher-field, the total amount of your order will be re-calculated and you will clearly see how much was deducted.
I FORGOT TO PUT IN MY DISCOUNT CODE!
No problem! Simply get in touch with us quoting the discount code and your order number. Providing the order is eligible we can apply the discount our end and refund the discounted amount straight back via your original payment method.
MY ORDER IS MISSING.
Please, contact us and we will sort it out for you.
SOME PIECES/ITEMS FROM MY ORDER ARE INCORRECT.
If pieces or items are missing/faulty/incorrect from your order, please, contact us as soon as possible and we’ll have a look at it.
WHAT IS YOUR RETURN POLICY?
You have the right to return your purchase within a period of 30 calendar days after the day of delivery of the goods. We need the returned goods in the same condition as you received them: unworn and with original labels still attached. All items returned should include the completed returns note with an order reference number and your contact details. Unidentified returns may not be eligible for a refund.
HOW DO I RETURN A PRODUCT?
To avoid returns and refunds, please check (and double check) our size guides before you place your order. Items that have different sizes (like T-shirts or shoes, for example) will always have a size guide for you to consult.
You have the right to return a product and get a full refund or exchange the product, within 30 days from receiving the goods. If you change your mind about a product or about your whole order you have to contact our customer service within this time. The items have to be undamaged and unused, with all labels and tags intact. Returns that are damaged or soiled, washed, altered or worn (other than to try the item on) may not be accepted and sent back to the customer and/or a refund refused. All items returned should include everything that was in the parcel in the first place and a note with the order reference number and your contact details. Unidentified returns may not be eligible for a refund.
I CANNOT FIND THE STYLE, COLOUR OR SIZE I’M LOOKING FOR.
The colours and sizes available in the online shop reflect what we currently have in stock at the moment. We might reprint and re-stock popular products in the future but feel free to contact us with any questions and we’ll have a look at it.
HOW DO I FIND THE RIGHT SIZE?
There is a size guide on each product page that requires body measurements.
Please check (and double check) our size guides before you place your order. Items that have different sizes (like T-shirts or shoes, for example) will always have a size guide for you to consult.