FAQ

At Tenue de Nîmes we go to great lengths to ensure your shopping experience is as easy and secure as possible. Firstly you need to register an account with us.This is a very simple process and will ensure you can quickly and safely place orders. Once you have created your account, navigate through the site; either by selecting one of the categories listed at the top of each page or by using the search function. Select your size, and add the item to your cart. Once you have finished shopping simply go to the checkout and continue to the payment area. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.

Your personal and payment information at www.tenuedenimes.com is as safe as can be. We will never pass on any information to third parties and we strongly guard your privacy. Creating an account is requiredbut by registering an account you will only have to fill in your details once and it will then be on file with us.

There is a link called “forgot your password?” in the login window. If you need your password re-set, click on this link, enter your email address and you will be sent a new password – which you may of course change to something more personal.  

If you're not sure whether your order was successfully placed, please check your email inbox & spam folder for an order confirmation, a successful order will also show up in the 'track orders' section of your account. If you are still unsure, please contact webshop@tenuedenimes.com for further assistance.

Upon placing your order, you will receive a confirmation e-mail, which contains the invoice that states your purchases and the total amount due. The shipped package itself does contain a printed copy of the invoice.

Yes. If you wish to change your order before we ship, please contact us within 24 hours of placing your order via: webshop@tenuedenimes.com Make sure to mention your order number and the products you want to cancel. Once your parcel has been booked in for collection, we are unable to cancel or make any changes.

For every single item on the website, you can find the available stock. However, with some of our more popular items, due to the high rate of sales in-store as well as online, there may be some discrepancies. When a particular item is temporarily out of stock, the product will be removed from the website. If we can refill the stock, the product will still be available but can be put on hold.

90% of the regular jeans collection will always be re-stocked. The special jeans items are typically not available in large numbers and will not be re-stocked. Within the collection, we will restock the popular items that are available from suppliers at the midway point of each season (around April in spring season/ October in winter). 

Be aware that we want to keep the special items unique and the available amount of these items is limited for a reason. 

In most cases we are unable to place special orders for products we don't carry as regular stock. But if you really have a special request, feel free to email us at webshop@tenuedenimes and we will see what we can do.

With products selling online very quickly, we cannot guarantee to always keep up in-store, in real time, with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a product is sold out, we will let you know online. We endeavour to keep you updated at all times.

We deliver to every country. Your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location.

Netherlands: 1 - 2 days
All EU countries: 2 – 4 days
Other Countries: 5 – 8 days

Netherlands - € 5,95
Europe- € 15,95
Other Countries - € 29,95

FREE delivery on all orders over € 250,-

Orders are shipped with PostNL
 

Depending on payment and stock availability, all orders will be processed on the day of receipt, if received between 7am and 7pm CET. Your dispatch confirmation will be sent to the email address on your online account.

We use PostNL to send all our orders to every country around the world.

Yes, all deliveries are traceable. You can find your tracking number in the e-mail you will receive from webshop@tenuedenimes.com. With this number you can track your delivery at: http://www.postnlpakketten.nl/klantenservice/tracktrace/

PostNL will offer the delivery at your door two times. If they are still unable to obtain a signature from somebody at the address then the parcel will be sent to your nearest PostNL depot.

PostNL requires somebody at the delivery address to sign for the package but it does not have to be the addressee him or herself. The signature is electronically logged for security. We will take any signature at the address as proof of delivery.

With orders placed online we provide the option to ship to a different address than the one to which your credit card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. If the order has already left our office, then the delivery address cannot be changed.

- Please note we DO NOT ship orders on Sundays and Bank Holidays.
- Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our control. We will do our best to inform you of any unexpected delay.

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your address, name and card details is encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all payments, to ensure the authenticity of each card payment.

We currently accept these (credit) cards: Maestro, Mastercard, VISA, and American Express. Other options are: PayPal and iDEAL. All transactions are handled by Ogone.

We take most of the major cards out there today but if you need an alternative, we offer the option to pay by PayPal that is available in every country. For customers in the Netherlands we suggest you use iDEAL.

No, we do not accept any other payment method other than those listed above.

All items are subject to a Dutch VAT rate of 21%, which is already included in all quoted prices.   

We understand this can be frustrating, but unfortunately this is the nature of a sale. We are unable to refund any further markdowns. You are of course free to return the item if you so wish, but you will incur shipping costs at your own expense.

This depends on the type of code you have received; you will be made aware of this upon receipt of your code.
Discount code: one time offer, voided after use.
Gift/coupon: Offers possibility of payment in instalments.

A discount is valid for one year. You can always use the discount online but it cannot be refunded.

In the unlikely event you are unhappy with your received goods we will happily issue a replacement or refund, provided the item(s) is/are returned within 8 days of receipt, unworn, complete with all original tags, and in original and resalable condition.

Oops. Contact us straight away with details regarding the matter, and we'll sort it out!

The form you may use to return the item(s) can be found in the plastic cover that is attached to the wrapping of your order. Please tick the box of the item you are returning on the form, and insert the form in the plastic cover, so that the Tenue de Nîmes address is visible.

All of our products are always wrapped in small, sturdy plastic bags or cardboard boxes carrying our company name and logo.You may very well re-use this bag or box, but should it inadvertently be ripped or torn, we kindly request you use your own wrapping material.

We will send a confirmation email when we have received your returned goods.This process may take 1-3 days from the moment you have sent the goods.

You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us.

Yes we do. After you have returned your items properly, we will check your order and refund you your money as soon as possible.

As long as the returned items meet our refunds criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer and payment option.

If you feel for any reason that we have incorrectly refunded you then do not hesitate to contact our sales team by e-mailing webshop@tenuedenimes.com

After receiving your return, we will check our stock with your request. If your size is not available anymore, we will contact you by email via which you can choose another item or a refund. The overall expected time for an exchange can be up to 7 working days from us receiving the item.

Unfortunately it is very difficult for us to know if and when something will go on sale. As a result, if something does go down in price after you have purchased it, we are unable to refund the difference.

You can send your complaints or feedback to webshop@tenuedenimes.com. We will do our utmost to acknowledge and help you within 24 hours.