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 Service department is open from Monday to Friday from 08:30 to 17:00 (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 14:00 pm, we will process it the same day and hand it over to DHL. Please note that we are unable to change or cancel an order once the order has been processed.

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 Customer Service: shop@barts.eu or +31(0)20 606 3095 (we are available on working days between 8:30 am -17.00 pm).

1.4 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.

1.5 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.

1.6 When will I receive my order?

For the BENELUX, the delivery time is two working days. It might arrive sooner, but no guarantees. For OTHER COUNTRIES, the delivery time is between two to four working days. 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.

1.7 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 and return costs below.

COUNTRY

UK
IRELAND
CROATIA
BULGARIA
ROMANIA
GERMANY
CZECH REPUBLIC
AUSTRIA
SPAIN
PORTUGAL
HUNGARY
SLOVENIA
SLOVAKIA
DENMARK
FINLAND
SWEDEN
ESTONIA
LITHUANIA
LATVIA
THE NETHERLANDS
BELGIUM
LUXEMBOURG

DELIVERY

€ 9,95
€ 9,95
€ 11,50
€ 11,50
€ 11,50
€ 5,95
€ 9,50
€ 8,95
€ 14,50
€ 15,50
€ 11,50
€ 11,50
€ 11,50
€ 16,50
€ 18,50
€ 17,50
€ 17,95
€ 17,95
€ 17,95
€ 4,95
€ 5,95
€ 9,95

FREE

> € 80
> € 80



> € 50
> € 80
> € 80











> € 50
> € 50
> € 80

RETURN

NO RETURN LABEL
€ 9,95
€ 11,50
€ 11,50
€ 11,50
€ 5,95
€ 9,50
€ 8,95
€ 14,50
€ 15,50
€ 11,50
€ 11,50
€ 11,50
€ 16,50
€ 18,50
€ 17,50
€ 17,95
€ 17,95
€ 17,95
€ 4,95
€ 5,95
€ 9,95

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.

2.2 Do I receive an invoice?

Yes. You’ll receive a confirmation of your order by email, including the invoice.

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 1.7.

3.3 How do I return my product(s)?

To return items from any EU-country excluding France or Italy, 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

  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 Italy & France, 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 Can I exchange my product(s)?

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.

3.6 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.