Please see our size guide here and choose your country size guide preference.
Frequently asked Questions
Our Tisja Damen team works and packs your beautiful orders in Amsterdam, The Netherlands.We work in a small and very passionate team so we might not be able to answer your question right away.So we created this overview of frequently asked questions to help you.
If your question isn't answered here, or if you would like to get in touch you can reach out to email@example.com
When you’re looking to shop
What is my size?
What kind of customisations do you offer?
Do you have gift wrapping?
With our ethical & environmental values in mind and love for a storytelling touch; we created two recycled packaging options, both come with care instructions and a handwritten note.
~ Our Signature Brand Box ~
We created our luxury brand box which comes in four different color options, created to store and protect your beautiful pieces for an additional charge. Every color comes with a creative tissue paper combination.
~ Our Basic Free Recycled Packaging ~
Our basic free packaging comes in a sturdy recycled shipping box with your beautiful lingerie pieces wrapped in our beloved signature tissue paper.
~ Leave a Personal Note ~
With every order, you can leave a personal note in the comment section and we would happily handwrite it for you on our card.
~ Discreet Shipping ~
All our packaging is recycled and plastic-free with a discreet FedEx delivery cover.
How long do made-to-order pieces take?
These pieces need to be made in our Amsterdam atelier for you and this takes time, but with this, we can stay creative and keep our ethical and environmental values alive. With this, you are supporting an independent brand which we highly appreciate. If the pieces are in stock your order will be sent within 0-2 days.
Of course it can happen that a delay may acquire, but we work passionately to avoid this. If you need your beautiful order for a specific date, then we advise you to reach out to us by email: firstname.lastname@example.org
What is a pre-order and how long does it take?
Pre-order pieces are our gorgeous signature pieces and are currently being made again, but this takes time because we want to make sure we keep our honest and ethical process. So we decide to offer pre-order pieces with -10% if you do not mind waiting. With this, you are supporting a small independent brand. We thank you so much.
Once the new stock is received in our atelier, it is shipped within 0-2 days. Of course it can happen that a delay may acquire, but we work passionately to avoid this. If you need your beautiful order for a specific date, then we advise you to reach out to us and email to: email@example.com
Can I change the currency on the online shop?
Yes, definitely. We want to make sure the prices are as clear as possible.
Please choose your currency in the top right corner.
Regarding your order
Can I cancel or change items in my order?
If you wish to change or cancel an item or items in your order you can email us to firstname.lastname@example.org with the mention of your order number original email address and reason.
If the items are already packed and ready to be shipped the items can not be cancelled anymore and only returned following our return and exchange policy.
How long is your return and exchange period?
Both the return and exchange period is 7 days after receiving your lovely lingerie pieces. You can report your return or exchange here. Or reach out to us by email: email@example.com
Regarding the refund, we try to complete this as soon as possible, but we maintain a period of 14 days to give us room to complete the refund. Please find more information on our Returns & exchanges page.
How does the refund & exchange process go?
Can I get a refund for sale items?
Please note that sample sale items can not be returned unless otherwise stated. Due to the limited amount of sizes, we can not easily change your size after you placed your order. Canceling your order after the sale is over will mean that someone else missed out on your pieces.
Please find more information on our Returns & exchanges page
What are the possible payment methods?
All our transactions go through a secure server.
You can pay for your order with the below payment methods:
Coming soon: Klarna for after pay for selected countries
Can I pay after receiving my order or in installments?
Not yet, but soon we will be offering Klarna after pay for selected countries
Promo codes and gift vouchers
Is there a promo code for new customers?
We offer a lovely discount code of 15% off for new customers when you subscribe to our newsletter. Please use code: thisisourstory to enjoy this gift.
Do you sell gift vouchers?
How do I use a promo code or gift voucher?
Please fill in your promo code or gift voucher code at checkout. The discount will automatically be calculated at checkout.
What do I do when I forgot to use the promo code or my gift voucher?
Please send us an email to firstname.lastname@example.org with the original email address and mention your order number and situation.
Can I use a promo code and gift voucher together?
Yes, they can be combined together. A gift voucher is considered currency so can always be used. You can not combine two different promo codes.
Can I use a promo code or gift voucher on sale items?
You can not combine a promo code on sale items. A gift voucher can be used during sale periods because it is considered currency so can always be used.
How much does shipping cost?
Do you offer free shipping?
Yes, we offer free worldwide shipping on all orders above €400,-.
For our local customers we offer free shipping above €100,-
Will I have to pay for custom duties?
Tax-Free shopping outside EU does include Customs and Duties upon delivery.
Please note this now also includes The United Kingdom due to Brexit.
Customers buying a lovely order outside the EU will shop tax free. So to clarify they will pay less money for their order than customers within the EU. To balance this customers outside the EU will be responsible to pay for customs and duties depending on the tax regulations for their own country. At the end in comparison all customers pay around the same amount worldwide. We hope this clarifies how this works when you shoo online, because we understand it can become difficult when you do not know this before hand.
How long will it take for me to receive my order?
This depends on the pieces. With our ethical and environmental values in mind we offer our collection with pieces from stock, made to order or pre order.
When is your order ready to be shipped
Our lovely pieces are handmade in The Netherlands and Romania in a small atelier with the same work values. Please take into consideration that the shipment date depends on the specific piece and our stock. We are not a large online shop and everything is done in a small team and that is why we do not say an order will be sent the same day.
Made-to-order or pre-order pieces will be mentioned on the product page or with the size. These pieces need to be made in our Amsterdam atelier for you and this takes time, but with this, we can stay creative and keep our ethical and environmental values alive. With this, you are supporting an independent brand which we highly appreciate. If the pieces are in stock your order will be sent within 0-2 days.
If you need your order for a specific date or if you have any questions please reach out to us: email@example.com
How can I track my order?
Once your lovely order is ready, you will automatically receive a track & trace by email to follow its journey.
Can I ship to a PO box or to a hotel?
Sorry, but our carrier FedEx does not deliver to PO boxes.
We can deliver to a hotel, but please reach out to us before placing your order to get an estimated delivery date to make sure these beautiful pieces will be delivered in time. You can also request to change your shipping address might your plans change. Please email to: firstname.lastname@example.org
Is your delivery packaging discreet?
We made an effort to make sure your packaging is discreet so it is only for you to know what this lovely package holds, unless of course it is a surprise...
About the brand
What is your story regarding sustainability?
Where can I find information about the materials?
How do I care for these pieces?
We created a lovely page to share our thoughts on how you can best care for your beautiful lingerie items. How to wash, dry and store at home or during your travels.
Are the collections sold in any physical stores worldwide?
Yes, we selected a few luxury boutiques worldwide where you can buy our creations. We are currently expanding this lovely list, but we want to stay exclusive so it is not our goal to ever be available in large warehouses or big online shops. We want to make sure the stores we work with share our values and help their customers with the best advise. Please click here to explore our points of sales.
Who do I contact for...
I would like more help with placing an order.
Who do I contact for wholesale inquiries?
We offer our creations to a limited of luxury boutiques worldwide. We wish to stay exclusive for our ethical and environmental reason, but also to remain a small and independent brand. If you wish to reach out us to talk about a sale inquiry, please email to email@example.com
Who do I contact for a possible internship placement?
First of all thank you so much for considering our brand, we appreciate this so much! We have positions for our design atelier and branding direction. We would to ask you to reach out to us by email and tell us your story: firstname.lastname@example.org
Who do I contact for a collaboration?
We love to work with other creative people so if you have an idea for a collaboration, please send us an email with your idea and proposal email@example.com