FAQ - Frequently asked questions

Placing an order

  • 1. How to place an order with Epplejeck?

    Ordering with Eppleck is simple and completed within a just few clicks. Our virtual doors are open 24/7! 

    Are you running into trouble whilst trying to place your order? No worries, our customer service is happy to help. You can send us your order by email (info@ej.nl). For an easy process please send us your contact information and address, and the item number(s) you would like to purchase including the correct size and colour. Please note that your order could take a couple of days to be processed, because we need to confirm payment first.

    How to shop online? 

    Easy. Add items to your shopping bag. Remember to choose the correct size, colour and amounts you would like to order. When you're done adding items to your shopping bag (every bank account has a limit unfortunately) you can go to the shopping bag icon in the upper right hand corner of our website. 

    You'll find all the items you added to your shopping bag right there. Either choose 'continue shopping' if you want to add more, or 'Continue to payment' if you wish to proceed to checkout.

    Step 1: Your Details

    Login to your account and your address details will appear. Do check if they are still correct and be sure to choose the correct country! If you don't have an account yet, make sure to register first. If you would rather not register you can choose to 'only enter the requires details.'

    Step 2: Delivery

    Choose where you want your order to be delivered: either at home or work or by at one of the Epplejeck stores so you can pick it up yourself.

    Step 3: Payment method

    Choose your payment option from the list and proceed to a safe and secure payment environment. Finally we'll ask you if you agree with the terms and agreement.

    After confirming payment you are done. You will receive a confirmation email. We will process your order and send it to you as soon as possible.

  • 2. Should I create an acount?

    Creating an account is not obligatory. However, it won't cost you anything and it is most certainly handy. If you have an account you will only have to fill in your personal details once. Every next order your address details will appear automatically.

    Worried you'll lose your password? Don't be! We'll send you a confirmation email after registering with your password, and if need be you can always generate a new one by clicking 'Forgot password' when logging in.

  • 3. I forgot my password, now what?
    You forgot your password? No worries. As long as you remember your email address, you are fine. If you go on our website to the button in the right corner that says 'log in', you can have a new password send to your email address by clicking 'Forgot password'.
  • 4. Can I have my order send to a different address?
    Yes, it is possible to have your order send to a different address than your billing address. During step two of the ordering process you can check the box that you want to deliver the order to another address. You can fill in the preferred address in the form on the right hand of the screen.
  • 5. Can I cancel my order?

    As long as we haven't processed your order yet, we can cancel it for you. Should you wish to do so please contact our customer service (info@ej.nl or +31(0)88 35 35 353). Please keep your order number close by to speed up your request.

  • 6. Can I change my order?

    As long as your order hasn't been processed yet, we can alter it for you. You should contact our customer service about this (info@ej.nl or +31 (0)88 3535353). Please keep your order number close by.

    Please note that we can only change size or color in the order. We cannot change the ordered items.

Payment options

  • 1. What are the payment options?

    We accept the following payment methods:

    • iDEAL
    • Visacard
    • MasterCard
    • American Express
    • MisterCash
    • PayPal

    After proceeding to checkout, you can select a payment method. You will then be redirected to an external page owned by the payment method you chose.  

  • 2. Can I also pay after receiving my order?

    Unfortunately we only accept afterpay for customers based in the Netherlands.

  • 3. Is the payment environment secure?
    Your payment is processed safe and securely. We use a secured internet connection once you are at our virtual checkout. No one will be able to sneak a peek. The secured connection is called SSL and can be recognized by the green lock icon in your browser.

Order delivery

  • 1. How will my order be delivered?

    We use PostNL as delivery company. Once we have processed your order you will receive a Track and Trace code via email. You can track your parcel here.

  • 2. When will my order arrive?

    This depends entirely on the country we are sending your order to. We strive to dispatch your order within a few business days.

    Once we have processed your order you will receive a Track and Trace code via email. You can track your parcel here.
    You can find the specific delivery date on the track and trace number you will receive once we sent your order.

  • 3. When can I expect my order?
    When shipping abroad we depend on more than one delivery company. Delays are more likely the further your parcel has to travel, as such no rights can be derived from the information below.

    Delivery time to European countries usually happens within 7-14 days. Delivery time to the United Kingdom can take 3-5 days.  International deliveries may take up to 21 days. You can always track your international parcel using the track and trace code which we send you as soon as we ship the parcel.

    You can track your parcel right here.

  • 4. I've only received part of my order?
    Like you, we can't wait til your order reaches you. Some orders are packaged in different distribution centres as such they might arrive separately. Other orders may contain items that are not yet in stock, we will send the remaining items to you as soon as possible without additional shipping costs.
  • 5. Can I pick up my order in one of the Epplejeck stores?

    Yes you can! In step 1 of the ordering process you can choose to pick up your order at a store. In step 2 of the process you can choose at which Epplejeck store you would like to pick up your order.

    You will receive a message once your order is ready for pick up at the Epplejeck store of your choosing.

Shipping costs

Returns /Exchanges

  • 1. What is the Return policy?
    We have a 30-day return policy.

    Check our entire policy:

  • 2. How can I return/exchange my online order?

    Just not quite satisfied with your order? No worries. You can send the item/order back to our headquarters in Drachten within 30 days of receipt. Please send along a copy of your invoice and a completely filled out return form. If you would like to receive a different item, you can return the order and place a new order online.

    • Returning an online order can be done within 30 days from invoice date 
    • Always fill out the entire return form and send it along 
    • Should you return your an entire order we will reimburse the entire invoice amount, including shipping costs of the original order. (return shipping costs are yours) 
    • When returning part of your order only the returned items will be reimbursed. We will not reimburse the shipping costs of the order. 
    • Returning an order is at your own risk. Make sure to keep the proof of posting. 
    • Alternatively, you can hand in your return including a completely filled out return form at one of our Superstores.

    Return address

    t.a.v. Webshop
    De Meerpaal 8
    9206 AJ Drachten 
    The Netherlands

  • 3. Can I return my order at one of your stores?
    Absolutely! You can visit one of our stores during opening hours to return your order. To return an order you need to have the original receipt, additionally we will ask you to leave your phone number to avoid fraud. Without a phone number our employees won't be able to refund your order. If you want your money back rather than exchange the item, the shop will send your order to our headquarters in Drachten. The order amount, including original shipping costs, will be transferred to your bank account within 5 days.

    Click here to see a list of our stores and their opening hours.

    Note: If you wish to return an order via mail be sure to send it to our headquarters in Drachten, do NOT send it to one of our stores.

    Return address:

    Epplejeck Drachten
    t.a.v. Webshop
    De Meerpaal 8
    9206 AJ Drachten
    The Netherlands

  • 4. The item I wanted is sold out. Now what?
    In the unlikely event that the item you ordered has been sold out or simply won't be rendered up by our supplier, the amount you paid will be deposited back into your account automatically. It will be deposited on the same back account with which you paid the order. We will notify you first, should this occur. 
    Should you wish to receive a different product instead you can go ahead and place a new order.

  • 5. can I exchange an item won by a giveaway if it doesn't fit?
    Are you the lucky winner of giveway at Epplejeck? Congratulations, super fun! There's only one 'but'... When you're asked to give your size, it's important to mention the right size. The item you have won is in most cases offered by a supplier of Epplejeck. The prize will be sent directly by the supplier to the address provided by you. As a result, exchange is not possible.
    Are you doubting about the right size? Then first go to an Epplejeck branch to try on that item. Our staff will be happy to help you! Afterwards, you can give us wanted size of the item you have won. Happy customers, Happy us! :)

Warranty and repair

  • 1. I've received the wrong item or it is damaged, what should I do?
    If the item you received doesn't match with what you ordered or if the item is damaged, make sure to contact us! It is our passion to keep you satisfied and our customer service will do their utmost best to fix the issue. Contact us at info@ej.nl or call us: +31 (0)88 - 35 35 353. We'll be able to process your complaint even quicker if you send a picture along as well as your order number and name. We'll contact you asap to make things right.
  • 2. What is the warranty term?
    Manufacturer warranty applies to all items when it comes to manufacturing and stitching faults. Manufacturer's warranty is one year. 
    It is applicable on all of our items, when it comes to material or manufacturing defects. Manufacturer's warranty is valid for a period of one year from the date of original purchase. Warranty is applied to material and manufacturing defects such as bad stitching. 
    NOTE: as soon as a third party (other than Epplejeck or original manufacturer) performs repairs this will void the warranty.

    Warranty cannot be applied on loss of rhinestones, wear and tear of silicone seats, broken zippers and other wear caused by daily use. Additionally, any damage caused externally, such as pulling, chafing, horses' teeth, nails and screws does not fall under warranty.

  • 3. I've got a complaint, where can I send this?
    Are you dissatisfied with an item? Does it have a defect or is it incomplete? Our sincerest apologies, but don't fret as we are here to help! Email us at info@ej.nl or call: +31 (0) 88 - 35 35 353.
    We aim to please, so don't hesitate to contact our support centre if you are dissatisfied. A picture is worth a thousand words: contact us via email with your complaint, a picture and your order number and we will contact you as soon as possible. 
    Your complaint will receive an initial response within 48 hours. Keep in mind that there's a possibility we ask you to send the item to our headquarters in Drachten for further inspection.

  • 4. Does warranty still apply on a purchased product if I made any adjustments to it?
    When you purchase products at Epplejeck, Epplejeck will give you the assurance that these products meet the specifications described with the products and the legal safety requirements applicable at the time of conclusion of the purchase agreement. If this is not the case, you can appeal to the warranty regulations.

    If you have made an adjustment to the item you purchased (for example, spraying the item in a different colour or decorated it with beads) Epplejeck can no longer guarantee that it still meets the specifications that are described with the products and the legal safety requirements. Therefore, you cannot invoke the warranty regulations if you have changed the item to your specific wishes yourself. This also applies if you or a third party have tried to repair a defect item.


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