FREQUENTLY ASKED QUESTIONS
We are happy to offer you fast support. You will find answers to our most frequently asked questions below.
Is your question not on the list or would you like advice?
You can do this by emailing us at info@clandesloups.com or by simply filling out our contact form. We are also available on WhatsApp. We are happy to help you!
HOW LONG DOES THE DELIVERY TAKE?
If you order on Monday to Friday before 5 p.m., your order will be delivered the next day. If you order on Friday after 5 p.m., your order will arrive the following Tuesday at the latest. Sale items may take longer.
HOW LONG DOES IT TAKE TO GET MY REFUND?
We always do our best to refund the purchase amount as soon as possible. Once we have received your return package, it can take up to 10 working days before we refund you. However, it usually takes much shorter than that!
The amount will be refunded with the same payment method you used before. If you have not received a refund after 10 days, please contact our customer service.
HOW CAN I RETURN MY ORDER?
You are free to return online orders within 14 days. You can try on all items at home. However, other than trying on, all items must be unused, unworn, in their original packaging and with price tags still attached. You do not need to register your return order online. Fill in the return form that came with your order, put it in the box together with the items and send it to:
Clan Des Loups
Weteringpad 13A
3762 EN Soest
The Netherlands
CAN I PICK UP MY ITEMS PHYSICALLY?
Unfortunately, online orders cannot be picked up in store.
MY ITEM CAME IN DAMAGED, WHAT DO I DO NOW?
Our apologies - that shouldn't happen! We are happy to solve the problem for you. Please send a photo of the item to info@clandesloups.com so that we can investigate the item and provide you with a suitable solution as soon as possible.
WHICH PAYMENT METHODS CAN I USE?
We use several payment methods. It depends on your country on which payment method you can use.
The following payment methods are available on our webshop:
- iDEAL
- Creditcard (Visa/Mastercard)
- PayPal
- Overschrijving
- AfterPay
- Klarna
- Apple Pay
- in3
WHERE CAN I FIND MY INVOICE?
Your invoice will always be sent in the confirmation email. However, if you have lost the confirmation e-mail, you can find your invoice in your dashboard. If you cannot find the invoice, please contact our customer service via email or telephone.
WHAT IS VAT? IS IT INCLUDED IN THE PRICE?
VAT stands for value added tax. These are taxes that are paid on top of the price of the products. Customers within the European Union pay taxes that are already included in the price. If you buy in a country outside the European Union, you have to pay VAT in the form of import duties.
MY PAYMENT HAS FAILED, NOW WHAT?
Our website uses a 'first come, first served' system. This means that a product may be sold out after you have added it to your basket. To avoid disappointment, we recommend that you pay and complete your order as soon as possible.
DO I HAVE TO CREATE AN ACCOUNT TO ORDER ONLINE?
No, you do not need to create an account to place an order. You can easily pay as a guest.
We still would need your email address to send the confirmation details over.
