FREQUENTLY ASKED QUESTIONS

1. ORDERING & SHIPPING

1.1 How can I reach your Customer Care department?

You can reach us by sending an e-mail to shop@barts.eu or give us a call at +31(0)20 606 3095. Our Customer Care department is open from Monday to Friday from 08:30 am to 17:00 pm (CET). We aim to respond to your e-mail within one working day.

1.2 Can I change or cancel my order?

If you’ve placed your order before 11:59 am (CET), we will dispatch your order the same day. Unfortunately, we are not able to make changes after you’ve placed your order; this includes changing the size/color of an item, removing an item or changing the delivery address*. Ofcourse you have the right to cancel the complete order or return items you don’t want. You have the right to cancel your order within seven working days. However, as we try to proceed your order as fast as possible, it might be shipped already. In that case, you may refuse the package when a delivery attempt is made or return all items and we will issue a full refund excluding return shipping costs. If you want to cancel your order, please contact our Customer Care department: shop@barts.eu or +31(0)20 606 3095.

*If you chose DHL EXPRESS as your shipping method, you have the option to change your delivery address after placing the order, during transport. Instructions to be followed in the DHL Express e-mail you will receive.

1.3 I didn’t receive an order confirmation, what should I do?

If you didn’t receive an order confirmation, please check your spam box. To make sure you won’t miss any other order updates, please accept our emails so they won’t be marked as “unwanted mail”. In case you can’t find your order confirmation in your spam box, please contact our Customer Care department: shop@barts.eu or +31(0)20 606 3095.

1.4 Can I do exchanges?

Unfortunately, we aren’t able to exchange an item. Once we receive your returned items, we will issue a refund. If the article you are looking for is still available, you can place a new order with us.

1.5 How do I apply a discount code?

If you have received a discount code, you can apply the code by entering it in the “discount code” field in your shopping cart. You can find this field underneath your order summary in the basket.

1.6 What delivery options do you offer?

When processing your order (check-out) we will show you the available shipping methods, the costs and an indication of the delivery time. The available shipping methods depend on the delivery address you fill in during check-out. We offer the following delivery options:

DHL PARCEL CONNECT (standard delivery) – delivery time 1-5 business days, depending on the country of delivery. Please check the delivery rates and delivery times per country in paragraph 1.8.

  • Delivery at home.

  • Delivery to a DHL service point (we show you the available service points during check-out).


Services

  • Notification via email about your shipment’s progress and estimated delivery time.

    If you are not at home when DHL delivers your parcel, they will leave a note which states where and how to collect your BARTS order. In case you did not collect your order and DHL sent it back to us, we are unable to re-send your order. Your order will be automatically refunded.

DHL EXPRESS ON DEMAND DELIVERY (express delivery) – delivery time 1-2 business days for all EU-countries. Delivery rates depend on the weight of the products your order and the delivery address you fill in during check-out.


Services

  • Notification via email or SMS about your shipment’s progress and estimated delivery date/time.

  • Choose the time and place of delivery, after you ordered:

    1. Deliver your package on another day.

    2. Deliver your package on another address (including a neighbour’s address etc).

    3. Deliver your package at a safe place.

    4. Delivery to a DHL service point.

    5. Request to hold the package up to 30 days.

1.7 Can I track my order?

As soon as your parcel leaves our warehouse, you will receive an email confirmation from DHL including your track & trace code.

1.8 What countries do you ship to and what are my shipping costs?

We ship to EU-countries only, using DHL as our carrier. Please find an overview below of the countries we ship to including shipping costs, return costs and delivery times.

* Delivery rates depend on the weight of the products your order and the delivery address you fill in during check-out.

** Orders placed weekdays before: 11:59 AM CET will be dispatched the same day. Orders after 11:59 AM CET will leave the next business day.

1.9 COVID-19 update

We’re working with our courier companies to protect both their drivers and your health, so your favourite BARTS parcels can keep landing on your doorstep. These include selecting safe places for packages to be left and drivers signing on your behalf (contact-free delivery if possible). Due to high demand and enhanced safety measures in connection with COVID-19 our delivery time may take a bit longer than you’re used to. Please check the current delivery times in paragraph 1.8.

2. PAYMENTS

2.1 How can I pay?

We accept all major payment method: iDEAL, PayPal, Credit Card (Mastercard, Visa, American Express), SOFORT Banking, Belfius Direct Net, EPS, Giropay, ING Home’Pay, KBC/CBC Payment Button and Bancontact. We do not charge extra for these services.

3. RETURNS

3.1 What is your return policy?

We have an easy return policy thats insures carefree shopping. We accept all returns within thirty days, counting from the day you receive your order. Returned items must be in their original condition including their tags and must be unwashed, unworn and unaltered in any way. For hygienic reasons, we cannot accept returns with missing tags, original packaging and/or hygienic sticker.

We kindly advise you to return your parcel using a track and trace code. If parcels get lost during transport without having a track and trace code, BARTS is not responsible for reimbursement.

A return form will be included with the items that we send to you.

3.2 Do I need to pay for the return costs?

Please note that return costs are not covered by BARTS. You will find an overview of the return costs per country in the overview mentioned in paragraph 1.8.

3.3 How do I return my product(s)?

To return items from any EU-country excluding France, please follow these steps:

  1. Please fill in the Return form included in the package or download the return form here

  2. Inside the package, you will find a DHL return label (DHL Express service excluded)

  3. Attach the return label to your package

  4. Place the item(s) you would like to return back in the box you received them in or any other solid cardboard box. Close the box securely, using sufficient tape

  5. Visit https://parcelshopfinder.dhlparcel.com/ for the nearest DHL return station. Take the package to your preferred drop off point and save your receipt. We kindly advise you to return your parcel using a track and trace code. If parcels get lost during transport without having a track and trace code, BARTS is not responsible for reimbursement.

For returns from France and for DHL Express Service, a return label is not provided in the package. Please follow these steps:

  1. Please fill in the Return form included in the package or download the return form here

  2. Place the item(s) you would like to return back in the box you received them in or any other solid cardboard box. Close the box securely, using sufficient tape.

  3. Take the package to your preferred drop off point (you can use any shipping company). Please make sure you save your receipt. We kindly advise you to return your parcel using a track and trace code. If parcels get lost during transport without having a track and trace code, BARTS is not responsible for reimbursement.

Return address:

BARTS Online Store

Archangelkade 30

1013 BE Amsterdam

The Netherlands


3.4 How long will it take for my money to be on my account when I return something?

From the moment you’ve returned your order following the steps above, it can take up to a week before we receive it. Within five days after acceptance of your return, your refund will be credited to the original purchaser’s payment method and you will be notified by email.

The products that you’ve sent back to us will be checked and reimbursed minus the return fee if you used the return label.


3.5 What if I didn’t purchase my item directly from your www.barts.eu webshop?

We only accept returns or claims from products that were bought at our webshop www.barts.eu. If you bought it via one of our (online) retailers, we ask you to return the product to that specific (online) shop. Every shop has its own return policy.