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Frequently Asked Questions

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Orders and Delivery

How can I place an order?

If you would like to buy one of our products just click on ‘add to cart’. To finalize your order, click on the shopping cart which you will find at the top right corner of your screen. You will then be taken to the payment process page where you can fill in your delivery and billing address and choose your method of payment.

I haven't received an order confirmation yet. What should I do?

If you haven’t received a confirmation mail within a few hours after you ordered one of our products, we kindly ask you to check whether the confirmation mail is in you spam inbox.

If the payment has been processed and you still haven’t received a confirmation mail, please do not hesitate to contact our customer service and we will be happy to assist you.

Can I cancel my order?

If your order has not yet been shipped, we can still cancel the order in most cases. Please contact us as soon as possible so that we can determine the status of your order and cancel your order if possible.

How can I track my order?

Your products will be delivered through the high-quality courier services of DHL. After we have dispatched your parcel at DHL, you will receive an automated email with a track & trace number so you can easily follow the whereabouts of your parcel.

Are there any shipping costs?

For most countries we offer free shipping. We currently offer free shipping to countries in the EU, the USA and Canada.

You may pay a small delivery fee, depending on the country of delivery.  The applicable delivery fee will automatically be calculated and added in the shopping cart. If you would like specific information about the shipping costs to your country, please feel free to contact us via email at [email protected] or call us on +31 (0) 85 06 06 554.

For the United States we deliver duty-free.

For international orders outside of the EU and USA custom charges may apply. Unfortunately, we cannot influence the height of these customs. These customs are born by the recipient of the parcel. We cannot be held responsible for any additional costs.

What is the delivery time of my order?

We do our best to get your order to you as quickly as possible. All products are delivered by our partner DHL. Please look at the table below for information on delivery time.

– Deliveries within the United States, Canada and the European Union: orders will be delivered within two to five working days.

– Deliveries in all other countries: orders will be delivered in five to eight working days.

Please note that delivery into extended areas may take a few days longer.

I have received a wrong or damaged item, what should I do?

If you have received a wrong or damaged item, please do not hesitate to contact our customer service and we will be happy to assist you.

Returns

What are the costs of returning an item?

We offer free returns for most countries, and especially the U.S., Canada and Europe. For some countries we ask a small return fee depending on your country of origin. For more detailed information please feel to contact us via [email protected], whatsapp or by phone via 929 822 4700 (U.S.) or +31 (0) 85 06 06 554 (EU).

We aim to process your return and refund as soon as possible. After we have correctly and timely received and processed your return(s), you will receive the refund of the products’ total purchase amount to the original payment method witin 5-10 working days, depending on the payment method and your bank.

Please note that we have no influence over custom duties. Any custom duties are born by the customer.

How can I return an item?

If you are not fully satisfied with the items you have purchased, you can return them by exercising your right of withdrawal within 30 days of receiving the order. To do so, you can easily request the return in your account. Alternatively, please send an e-mail to the following address: [email protected]

We offer free returns for all orders within the U.S., Canada and the EU. Returning costs for orders from other may not be fully reimbursed, depending on your country of residence.

For some countries we include a return label with the order. Stick the return label that you received with your order on the parcel and make sure to remove or cover the original delivery label. If you’re missing the return label, our Customer Service will be happy to assist you.

When will I receive my refund?

If you withdraw from your order, we will reimburse to you all payments received from you, including the costs of standard delivery and eventual administration fees, without undue delay and in any event not later than 30 days from the day on which we are informed about your decision to return products.

We may however withhold reimbursement until we have received the products back or until you have supplied evidence of having sent back the products, whichever is the earliest.

Once your returned products have been checked and inspected at our warehouse, you will receive a refund email notification. Your refund will be paid back to the bank account you have provided.

Refunds usually take up to 8-10 working days to appear on your statement. The length of time depends solely on your card company’s policies. You can always check your refund status on your online account or by contacting your card issuer.

Payments

What payment options do you offer?

We offer the following payment methods:

  • Paypal
  • Creditcard (Visa Card, MasterCard of American Express)
  • Apple Pay
  • Klarna
  • Giropay
  • IDeal
  • Bancontact
  • EPS
  • KBC/CBC / ING Home Pay / Belfius

My payment failed. What can I do?

There are many reasons payment errors can occur and a number of steps you can take to resolve potential issues. You can try to take any of these steps: delete your cookies and cache data, use a different browser or use a different payment method. It is possible that you personal or credit card inforation was not entered correctly. In case you payment errors are not solved, please contact our customer service and we will be happy to assist you.

In case the purchase amount has been deducted from your bank account, but does not seem to have been processed correctly on our website, please contact our customer service. We can process your order manually and send your order as soon as possible.

Where can I find my invoice?

The invoice of your order is included in the order confirmation e-mail that we will send after your order has been succesfully processed. You can also find the invoice in your Perlie account under ”orders”.

My Account

How can I create an account?

You can create an account by clicking on ‘log in’ and then ‘create a new account’. You will receive your password by mail. If you haven’t received a confirmation mail, it’s likely that the e-mail has been considered as spam mail. In case you need any assistance, please feel free to contact us.

Creating a Perlie account has many benefits:

    • Track your orders and review past puchases
    • Request returns
    • Save your address details for faster shipping

Can I place an order without creating an account?

Sure! At the beginning of the check-out we give you the opportunity to log in with your account. If you prefer not to create an account, you can complete the order without an account.

Can my account be deleted?

Our customer service can delete your account at any time. Please feel free to contact our customer service and we will delete the account for you.

Products

Which size should I choose?

We recommend that you order the same size as your regularly order. In case you have wide feet or a high instep, we recommend that you order one size up. Please feel free to take a look at our sizing chart. If you need any advice, just contact our customer service and we will be happy to assist you.

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