Below you can find frequently asked questions by category. Didn't find your answer? Please feel free to contact us.
ORDERING & DELIVERY
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If you place an order on weekdays before 3:00 PM, we will ship the package the same day with PostNL, including track & trace information. Below are the countries and delivery times:*
Netherlands: 1-2 business days
Zone 1: 1-3 business days
Zone 2 & 3: 2-3 business days
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Yes, free shipping is available for orders over certain amounts:
- Netherlands: free shipping on orders over €50.
- Zone 1 (e.g. Belgium, Germany, Austria): free shipping on orders over €100.
- Zone 2 & 3 (e.g. France, Italy, Sweden): free shipping on orders over €100.
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We mainly ship to countries within Europe. If you want to know if we also ship to your country, please check our Shipping Policy.
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When you place an order, you will first receive a confirmation email at the email address you provided, without Track & Trace information. Once we have registered your package with PostNL, you will receive another email containing your Track & Trace information to follow your shipment online.
The email you receive will include a link that leads directly to the Track & Trace page of PostNL. The status of your shipment will be visible immediately. Note: The shipment can usually be tracked online starting from 08:00 AM the following day.
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Check out our Size chart page.
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We accept various payment methods, such as iDeal, Credit Card (VISA, Amex, Mastercard), Apple Pay, Google Pay, and PayPal. For some countries, we also offer local payment methods, such as iDeal for the Netherlands. Once you have entered your country and address in the checkout, you will be able to see which delivery methods and payment options we offer.
Bank Transfer
If desired, we can manually create an order for you, after which one of us will send an email with payment information and deadlines. Once we have received your payment, we will ship the order to you. If we have not received payment within 7 days, we will cancel your order.
RETURNS & REFUNDS
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We want you to be satisfied with your purchase from Poools! If the purchase is not as expected, no problem! You can return the item with the original tags free of charge within 14 days, including discounted items. If the item has already been used or is damaged, unfortunately, an exchange or return is not possible. Of course, you are welcome to try on the clothing first. In the return service section, you can read how to return items and when fees will be applied.
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If one or more of the items you ordered do not meet your expectations for any reason, they can be returned within the exchange period of 14 days after receipt of the goods.
We kindly request that you notify us in advance of any returns. This can be done by scanning the QR code on the included order/return form. If this does not work, you can fill in the reason for return on the included order/return form.
The items must be returned undamaged, with tags, and in their original packaging. Place the items, along with the order/return form, in a sturdy box, seal it, and affix the return sticker.
You can drop the box off at a PostNL location. When you return the goods through a PostNL point with our return sticker, you will not need to pay anything for the return shipment, but a fixed contribution toward the return costs will be deducted from the amount to be refunded.
The return cost contribution is as follows:
- Within the Netherlands: €5.00
- For countries in the EUR1 zone: €7.50 *1)
- For countries in the EUR2 and EUR3 zones: €10.00 1)
1) For the relevant countries, see our Shipping Policy.
If you have already paid shipping costs for your order, no additional return shipping costs will be deducted. You will pay at most once for shipping or return costs. After receiving your return, the amount to be refunded will be transferred to you as soon as possible, but no later than within two weeks. We will use the payment method you selected; for example, a credit card payment will be refunded to your credit card.
COMPLAINTS & WARRANTY
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We want you to be satisfied with your purchase at Poools! If the purchase is not as expected, no problem! You can return the item with the original tags free of charge within 14 days, including discounted items. If the item has already been used or is damaged, unfortunately, an exchange or return is not possible. Of course, you are welcome to try on the clothing first. In the return service section, you can read how to return items and when fees will be applied.
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We process your order with great care. However, it can unfortunately sometimes go wrong, but we are happy to resolve it for you. If you have received an item you did not order, if an item is missing, or if you received a damaged item, you must report this to us within 48 hours of receipt. Please contact our customer service at info@poools.nl or call 0487-597777. We are available Monday to Friday from 08:30 to 17:00.
In case of a damaged item, we need a clear description of the issue along with photos of the damaged item and the packaging in which you received it.
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All of our items come with the legal warranty. This warranty is in addition to the legal rights you have as a consumer. Before returning an item, please contact our customer service first via info@poools.nl or call 0487-597777. We are available Monday to Friday from 08:30 to 17:00. If we have supplied a defective product, we will cover the return shipping costs. You will then receive a replacement item free of charge, if still in stock. If we can no longer supply the same item, we will contact you within a week. You can then let us know whether you would prefer a refund or if you would like to select another item from our webshop. The amount already paid will remain as credit, and you will receive a discount code to use on your new order.
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Do you have a complaint about an item or about our service? Please let us know in writing via email at info@poools.nl. We will investigate your complaint and provide a detailed response within a week.