F.A.Q.
My Order
Our Products
Shipping & Delivery
Price & Payment
Returns
Refunds & Exchanges
Sizing & Fits
Complaints & Questions
1. I'm new here - how do I order?
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, by using the search function, or by looking at our most recently added products. 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.
2. How safe is my account?
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 required but by registering an account you will only have to fill in your details once and it will then be on file with us.
3. What if I forget my password?
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.
4. How do I know if my order was successful?
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.
5. Do I receive an invoice with my order?
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 not contain an invoice.
6. Can I change/cancel my order?
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.
7. How do I check if an item is in stock?
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.
8. Will a certain item be re-stocked?
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.
9. Can you process special/personal orders?
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.com and we will see what we can do.
10. Do you have more sizes available?
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.
11. Do you deliver to my country?
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.
12. How long does delivery take? What's the delivery time for my order?
Netherlands: 1 day
All EU countries: 2 – 3 days
Rest of the world: 3 – 5 days
13. How much is the shipping charge?
Netherlands - € 6
All EU countries - € 16
Rest of the world - € 29
FREE delivery on all orders over EUR 250.
Orders are shipped with UPS and PostNL.
14. How do I know if my item has been dispatched?
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.
15. What courier do you use for deliveries?
We use UPS and PostNL to send all our orders to every country around the world.
16. Can I track my item?
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: www.ups.com or www.tracktrace.nl
17. What if I'm not home when my order is delivered?
UPS and PostNL will offer the delivery at your door three times. If they are still unable to obtain a signature from somebody at the address then the parcel will be sent to your nearest UPS or PostNL depot.
18. Can someone else sign for my delivery?
UPS and 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.
19. Can I change the delivery address?
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.
20. Extra Information
- We DO NOT ship orders on Saturdays, 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.
21. Is it safe to order online?
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.
22. What are the payment options?
We currently accept these (credit) cards: Maestro, Mastercard, VISA, American Express. Other options are: Pay Pal and Ideal. All transactions are handled by Ogone.
24. Why is my credit card not accepted? What to do when my credit card is not accepted?
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.
25. Can I use a different payment method?
No, we do not accept any other payment method other than those listed above.
26. BTW/VAT
All items are subject to a Dutch VAT rate of 19%, which is already included in all quoted prices.
27. I purchased an item that is now cheaper, due to a Sale. Can I claim a refund?
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.
28. Can I use my discount code more than once?
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.
29. I forgot to use my discount code. Can I get the discount refunded?
A discount is valid for one year. You can always use the discount online but it cannot be refunded.
30. Is it possible to return any purchased item? What are the conditions?
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.
31. I have received the wrong item?!
Oops. Contact us straight away with details regarding the matter, and we'll sort it out!
32. How do I return an item?
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.
33. How should I return a product when the packaging is damaged?
All of our products are always wrapped in small, sturdy plastic bags carrying our company name and logo. You may very well re-use this bag, but should it inadvertently be ripped or torn, we kindly request you use your own wrapping material.
34. How do I know you've received my returned goods? Can you confirm you have received my return?
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.
35. Who pays for return postage?
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.
Refunds & Exchanges
36. Do you give refunds?
Yes we do. After you have returned your items properly, we will check your order and refund you your money as soon as possible.
37. How long does it take for me to get a refund?
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.
38. I have been refunded the wrong amount, what do I do?
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.
39. How long will it be before I get an exchange?
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.
40. The item I bought is now on sale; can I get the difference refunded?
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.
41. Are the product measurements you've listed correct?
One of each size in each product is carefully measured by hand prior to going up on the site. We realize this is a pointless exercise unless the measurements are accurate, so we take good care with this. Please remember however this is only intended as a guide: garments can vary slightly from one to another even in the same product & size. So be aware that there is small possibility that the provided measurements are not correct with your received item.
42. How do I know my footwear size?
Due to the fact that we sell shoes from all over the world, all sizes listed on the site are European. Any other relevant sizing info will be provided in the Sizing Guide.
43. How do I know my size in jeans?
We try to provide as much advice as possible on the product page itself, but we realize buying jeans online can still be tricky. That’s why we provide the most important measurements of each style and size. If you want to be sure you’ll pick the right size, please measure your favourite jeans, shirt or skirt and compare it with our products.
Complaints & Questions?
You can send your complaints or feedback to webshop@tenuedenimes.com We will do our utmost to acknowledge and help you within 24 hours.