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Most Frequently Asked Questions

  • Orders placed before 16.00 hrs are sent the same day and delivered the next working day. For orders outside The Netherlands, different delivery times apply. Go to this overview for the full info per country. Packages via PostNL can be traced with a Track & Trace code.

    When sent with PostNL (The Netherlands only), you have the option to receive your package at a time of your choice - this is possible up to one month ahead.
  • As soon as we've received your package, we will refund the purchase amount within 3 working days.
  • Changing or cancelling a placed order outside office hours, is easily done by logging into your account and changing your information. This is possible until 09.00 hrs the next morning.

    No account but you want to change your order/information? This is only possible during office hours the same day. Please contact our Customer Service team via this online form or by phone, on working days between 9.30 and 17.30 hrs.

    The Netherlands
    Phone number: +31 (0) 23 532 03 73
    E-mail: service@perfectlybasics.nl

    Belgium
    Phone number: +32 280 871 58
    E-mail: service@perfectlybasics.be
  • Within a trial period of 14 days, a part of your order can be sent back free of charge, within the European Union and other selected countries. Discover if returning is free for your country by going to the heading 'What are the shipping costs?', select your country and the info will automatically appear. A return should always be registered and is easy to do:

    - Please neatly pack the items you want to return back into the PB box
    - Stick the included return sticker on the box

    Registering your return online with an account:
    - Log into your account
    - Register our return here
    - Fill in the reason of return
    - Let us know if you want to exchange or receive your money back
    - Check and confirm your return
    - Visibly state your return number on the package. You will receive your return number as soon as you register your return online. It appears on your screen and can also be found in the return confirmation e-mail.

    Registering your return online without an account:
    - Go to this page to register your return
    - Fill in your name and your order number
    - Your order number is stated in the order confirmation e-mail - please save this e-mail well!
    - Fill in the reason of return
    - Let us know if you want to exchange or receive your money back
    - Check and confirm your return

    When you return your entire order, shipping costs will also be refunded.

    As soon as we've received your return registration, we'll send you an e-mail that further explains the returning process. You will receive a confirmation e-mail of your exchange as soon as we've received your package.

  • When you want to exchange an item, please notify us in the return notification. Go to www.perfectlybasics.nl/return to notify us about your exchange.

    Exchanging via your account
    - Log into your account and select the item(s) you wish to exchange
    - Let us know how many items you wish to exchange and tell us why
    - Choose 'shop credit' instead of 'money refund', check everything and confirm
    - After having completed your registration, the amount will be added to your account as shop credit
    - Place your new order, your shop credit is processed automatically
    - State the return number on the package and follow further instructions in the confirmation e-mail
    - After we've received your package, we'll start packing your new order as soon as possible
    - Return status: as soon as your new order is sent, we'll send you a confirmation e-mail

    Exchanging without an account
    Did you place an order without an account? Then exchanging is not possible. You need to create an account first to register your exchange and to receive shop credit.

    Exchange sale
    We believe in the quality and durability of our collection and always decide last-minute which items go on sale - whereas items from our Essentials Shop never or hardly go no sale. Therefore, giving information upfront on which items will go on sale is not possible. Also, as soon as our sale starts, items sell out quickly and the availability of sizes is very limited.
    For exchanging or returning sale items, the same return and exchange conditions apply as with items that are not on sale. Read more under heading 'Return and exchange conditions'.

    Bought an item earlier that is now on sale?
    We do not return the discount amount afterwards because the available sizes are often already limited as soon as an item goes on sale - it is very probable that your size wouldn't have been available anymore at that time. The same applies to sale items that are further discounted later.
  • What are the shipping costs?
  • Return items

Contact us

PB's customerservice team.
phone

+31 (0)23 532 03 73

Monday to Friday 09:30 - 17:30
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Chat met ons

Perfectly Basics BV A. Hofmanweg 2d, 2031 BH Haarlem
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Orders

  • You can place an order using your account or without an account. Creating your own account makes it easier to quickly change or cancel your order, but also to exchange or return items.

    How to place an order?
    - Place the wanted item(s) in the shopping cart, in the correct size and color and continue shopping until your shopping cart contains all the items desired.
    - Click on the shopping cart icon to confirm your order. While the items are in your cart, it's possible to change/delete items.
    - The payment process is self-explanatory. Go to the PAYMENT heading for more information about different payment methods, refunds, gift cards, discounts and a safe payment invironment.
    - It is not possible to use multiple promotional, gift or discount codes when placing an order.

    Reserving an item
    It is possible to reserve n item for 24 hours. Choose this option when selecting your preferred payment method.
    - After placing a reservation, you'll receive an email with a payment link.
    - The amount must be transferred within 24 hours, using the link.
    - The order will be processed as soon as we've received your payment.
  • All prices include 21% taxes. Tax free shopping is possible for customers that reside outside the EU. NOTE: Orders outside the EU always come with costs for import duties + costs for local taxes.
  • Within a few seconds after placing your order, you will receive a confirmation e-mail. If you haven't received an e-mail, please check your spam box, or check if you've used the right e-mail address. If the latter is the case, contact our Customer Service team to let us know the correct e-mail address via this online form.

    An overview of your order(s) can be found in your account. Log in to see your order(s) and to change any information.
  • Changing or cancelling a placed order outside office hours, is easily done by logging into your account and changing your information. This is possible until 09.00 hrs the next morning.

    No account but you want to change your order/information? This is only possible during office hours the same day. Please contact our Customer Service team via this online form or by phone, on working days between 9.30 and 17.30 hrs.

    The Netherlands
    Phone number: +31 (0) 23 532 03 73
    E-mail: service@perfectlybasics.nl

    Belgium
    Phone number: +32 280 871 58
    E-mail: service@perfectlybasics.be
  • If you have a complaint about our products or our service, you can contact us via our contact form. You will receive a substantive response from us within 14 days of receiving your complaint.

    If you are not satisfied with the handling of your complaint, you can also submit it to the Home Shop Disputes Committee (www.sgc.nl) or to this Disputes Committee via the European ODR Platform
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Return & Exchange

  • You only have a warranty with legitimate complaint. The complaint is justified if it is not caused by:

    • damage by intent or by negligence (eg laundry, fall and / or impact damage);
    • improper use or improper maintenance;
    • normal wear and tear and / or<
    • damaged by the failure or incorrect observance of the instructions.

    The statutory warranty applies to all items that you purchase from us. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. Before you send the item back, contact our Service Team.
  • Within a trial period of 14 days, a part of your order can be sent back free of charge, within the European Union and other selected countries. Discover if returning is free for your country by going to the heading 'What are the shipping costs?', select your country and the info will automatically appear. A return should always be registered and is easy to do:

    - Please neatly pack the items you want to return back into the PB box
    - Stick the included return sticker on the box

    Registering your return online with an account:
    - Log into your account
    - Register our return here
    - Fill in the reason of return
    - Let us know if you want to exchange or receive your money back
    - Check and confirm your return
    - Visibly state your return number on the package. You will receive your return number as soon as you register your return online. It appears on your screen and can also be found in the return confirmation e-mail.

    Registering your return online without an account:
    - Go to this page to register your return
    - Fill in your name and your order number
    - Your order number is stated in the order confirmation e-mail - please save this e-mail well!
    - Fill in the reason of return
    - Let us know if you want to exchange or receive your money back
    - Check and confirm your return

    When you return your entire order, shipping costs will also be refunded.

    As soon as we've received your return registration, we'll send you an e-mail that further explains the returning process. You will receive a confirmation e-mail of your exchange as soon as we've received your package.

  • When you want to exchange an item, please notify us in the return notification. Go to www.perfectlybasics.nl/return to notify us about your exchange.

    Exchanging via your account
    - Log into your account and select the item(s) you wish to exchange
    - Let us know how many items you wish to exchange and tell us why
    - Choose 'shop credit' instead of 'money refund', check everything and confirm
    - After having completed your registration, the amount will be added to your account as shop credit
    - Place your new order, your shop credit is processed automatically
    - State the return number on the package and follow further instructions in the confirmation e-mail
    - After we've received your package, we'll start packing your new order as soon as possible
    - Return status: as soon as your new order is sent, we'll send you a confirmation e-mail

    Exchanging without an account
    Did you place an order without an account? Then exchanging is not possible. You need to create an account first to register your exchange and to receive shop credit.

    Exchange sale
    We believe in the quality and durability of our collection and always decide last-minute which items go on sale - whereas items from our Essentials Shop never or hardly go no sale. Therefore, giving information upfront on which items will go on sale is not possible. Also, as soon as our sale starts, items sell out quickly and the availability of sizes is very limited.
    For exchanging or returning sale items, the same return and exchange conditions apply as with items that are not on sale. Read more under heading 'Return and exchange conditions'.

    Bought an item earlier that is now on sale?
    We do not return the discount amount afterwards because the available sizes are often already limited as soon as an item goes on sale - it is very probable that your size wouldn't have been available anymore at that time. The same applies to sale items that are further discounted later.
  • As PB-customer you have the right to return a product without giving notice within a period of 14 days (Right of Withdrawal). You may use this period to view, try and look at the product unless otherwise stated.



    The withdrawal period will expire 14 days from the day:

    • that you received the item

    • for multiple items in one order; at the moment when all items have been received



    You can use the right of withdrawal through registering a return via the website, or with one of our employees by phone. After receiving a unique return number, you can return the article(s) with one of the return options below;


    1. Free return - within The Netherlands - with the PostNL return service

      With the PostNL return label - enclosed in your order - you can send your parcel back for free. Bring your parcel to the nearest PostNL service point and attach your return label with 'Freepost'. Please write down the return number on the return sticker. Find your nearest PostNL service point here with the location finder from PostNL.

      At the post office you will receive proof of postage with a tracking number. With this tracking number you can track the status of your parcel at the PostNL website.




    2. Free return with UPS within Belgium, Luxembourg, Germany and UK

      You can return your parcel 'Freepost' using the UPS return label - enclosed in your order. Please write down the return number on the return sticker. Find your nearest UPS service point here. At the UPS-service point you will receive proof of postage with a tracking number. With this tracking number you can track the status of your parcel at the UPS website.

      Please note that it may take 1-3 working days before the return package reaches us. You will automatically receive a confirmation e-mail once your package is being processed.




    3. Drop by at our head office

      If you live near Haarlem in The Netherlands and you would like to bring your return yourself, just drop by at our office at A. Hofmanweg 2D, 2031 BH in Haarlem, The Netherlands. We're open on working days from 09:30 to 17:30 hrs.




    4. Outside The Benelux and UK

      After registering the return on our website, you'll receive an email with your return-number.

      Please note the return number on the outside of the parcel and send the parcel sufficiently franked to Perfectly Basics BV, A. Hofmanweg 2D, 2031 BH Haarlem, The Netherlands.




    5. Returns from the USA

      Returns from the USA will only be accepted when sent with UPS. UPS will accept your parcel for free at a nearby UPS service point - please use the return label sent to you via email after registering your return online. Follow the steps below to assure we receive your parcel correctly.




      • Register your return via our website or send an email to service@perfectlybasics.nl to inform us about your return. Please mention if you would prefer a cash back or shop credit.

      • After registering, you'll receive a return number and label from UPS via email. Print out the label and visibly attach it to your parcel. Please note: don't forget to visibly provide your parcel with the return number given by UPS.

      • The package can be handed in at a UPS service point* for free!

        Use UPS' location finder to locate a nearby UPS service point. After handing in your parcel, UPS will provide a track&trace number with which you can track your parcel's whereabouts.

      • As soon as we've received and processed your returnl, we'll send you a confirmation email.




    *To make sure your return meets our return policy, please take extra note that parcels from the USA will only be accepted when sent with UPS - this is entirely free! Returns sent with other postal companies will not be accepted by Perfectly Basics.

    You can only return the item when:

    • the article is complete, including labels and tags.

    • the article is in its original condition and packaging - as far as reasonably possible.



    The products can be reviewed/fitted the same way as in a regular store. However, if any depreciations caused by the use of the product other than for the review may occur, you will be held accountable.

    To exercise the Right of Withdrawal, it is sufficient enough to register the return items online and to send these back with the free return service from PostNL (only available in The Netherlands), with the free return service from UPS (only available in Belgium, Luxembourg and UK), at your own expense by mail or by bringing it by our office in Haarlem.

    You can also specify your Right of Withdrawal by filling in the Withdrawal-form. You are not obliged to use this form - even without the form the Right of Withdrawal applies.



    Using the Right of Withdrawal does not void you from any payment obligation. You will have to pay within the agreed period. When processing the return creates a credit in our administration, we will provide you with a refund as soon as possible.



    The amount will be returned to your account within 10 days after processing the return. We will use the same method of payment for the refund as the one used to pay for the order.
  • Within the trial period of 14 days, an item can be returned or exchanged provided the item has the original packaging, with cards attached and is unworn.

    We maintain the right to decline items that have been damaged or stained. Because of hygienic reasons, it is not possible to return or exchange beauty- and lifestyle products.

    SHARE OUR LOVE FOR CLOTHES!
    Your order has been packed and sent with lots of care. Not happy with your choice and want to return items? Then please treat the clothes with the same amount of love as we do and prevent staining and damaging while fitting and repacking. Think makeup stains, pet hairs and unpleasant odors. Together, we?l make sure that somebody else will be happy with the item.


    Not happy with your product?
    When you are not entirely happy about a received product or about one of our services, then please let our Customer Service team know by sending an e-mail to aftercare@perfectlybasics.nl.

    Please send us a detailed and clear discription, stating:
    - Your order number
    - Customer number
    - Date of purchase
    - A photo (if possible)

    You'll receive response about the handling of your complaint within a few working days (with a maximum of 14 days).
  • Return items
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Payment

  • Pay safely and easily at PB., with one of the payment methods below.

    iDEAL
    Pay safely and quickly with iDEAL, within your own bank’s familiar online payment surroundings. Suitable banks: ABN AMRO, ING, Rabobank, ASN Bank, Friesland Bank, RegioBank, Triodos Bank, Van Lanschot Bankiers and SNS Bank.

    PayPal
    Easily connect your bank or credit card to your PayPal account and decide yourself if your purchase will be credited from your bank account, credit card or PayPay-credit.

    Rembours (only available for Dutch customers)
    Pay the purchase amount with cash or by pin + pay €14,95 to the delivery man. It’s also possible to pick-up your parcel at the post office.

    Credit Card
    Via our secured payment system Igenico, directly paying online with credit card is easy and safe. We accept MasterCard, Visa and American Express.

    Gift Card Perfectly Basics
    Pay with PB gift card by filling in the personal code in your shopping cart. If the credit isn’t sufficient for your order, you can use a different payment method to complete the amount.

    Giropay (only in Germany)
    Pay safely and quickly with Giropay, within your own German bank’s familiar online payment surroundings.

    Bancontant (only in Belgium)
    Pay safely and quickly with Giropay, within your own Belgian bank’s familiar online payment surroundings.

    Klarna (Sofort) (available in The Netherlands, Belgium, Germany, Italy, Austria)
    A Klarna (Sofort) transaction is a direct transfer, using your own bank’s familiar payment surroundings.

    24-hour reservation
    You are expected to transfer the purchase amount to the account below, within 24 hours. Your order will be processed after payment has been received.

    ING Netherlands
    Perfectly Basics B.V. Haarlem | IBAN NL98 INGB 0667 9647 97 | BIC INGBNL2A

    ING Belgium
    Perfectly Basics B.V. Haarlem | IBAN BE55 3101 6047 2644 | BIC BBRUBEBB

    All transactions to Perfectly Basics are secured by payment system Ingenico. All information exchanged to process payments, is coded by the SSL-protocol. This information cannot be traced, intercepted or used by others. The information is not saved in our computer systems.
  • As soon as we've received your package, we will refund the purchase amount within 3 working days.
  • The PB. Gift Card can be purchased here and is available for different amounts.

    Our gift cards contain a single-use code without expiration time. The code can be used at any preferred moment.
    - Fill in the code in the 'promotion code/gift card' box in your shopping cart to process the amount.
    - Our Gift Cards cannot be exchanged for money.

    Promotional codes
    Sign up for our newsletter to stay up-to-date about our SALE, promotions and discount.*

    It is not possible to use multiple promotional, gift or discount codes per order.

    *When signed up, you'll receive the free guide 'Styleguide Body Shapes' in our mail box with valuable information about your body type and the types of clothes that suit you.
  • PB. uses Adyen - a Dutch, publicly traded company that specializes in safe payment systems and was founded in 2006.

    Instead of connecting different payment systems, Adyen offers one complete payment system, which makes paying online safer and easier. That’s why, with every debit from PB. you’ll see ‘Adyen N.V.’ stated on your bank statement. Perfectly Basics is mentioned in the description of the payment.

    - Adyen has been used by different renowned companies - like KLM, Vodafone and Spotify - for many years.
    - Adyen encrypts all data automatically to ensure safety, which prevents the possibility of sharing data with third parties. .
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Styling & Beauty Advice

  • Style advice
    Have you spotted something lovely in the PB shop but are you in doubt if it fits your shape, personal style or if it matches the rest of your wardrobe? Whatever your question may be, ask our fashion editors.

  • Washing Symbols
    The garment is suitable for washing.
    The garment is suitable to wash at a cool temperature.
    The garment is suitable for machine wash at or below 30°.
    The garment can be washed with the normal settings and spin speed.
    The garment is suitable for machine wash at or below 30° on a delicate or wool wash program. Spin speed should be reduced.
    The garment is suitable for machine wash at or below 30°, yet only on a wool wash program. Spin speed should be low.
    The garment is suitable for machine wash at or below 40°.

    The garment can be washed with the normal settings and spin speed.
    The garment is suitable for machine wash at or below 40° on a delicate or wool wash program. Spin speed should be reduced.
    The garment is suitable for machine wash at or below 40°, yet only on a wool wash program. Spin speed should be low.
    The garment is suitable to wash by hand.
    The garment is suitable to wash by hand in water with a cool temperature.
    The garment is suitable to wash by hand in water with a medium temperature.
    The garment is not suitable to wash.


    Drying Symbols
    The garment is suitable to tumble dry.
    The garment is suitable to tumble dry on a low temperature.
    The garment is suitable to tumble dry on a medium temperature.
    The garment is suitable to tumble dry on a high temperature.
    The garment should lay flat to dry. The garment is not suitable to tumble dry.
    The garment should hang to dry. The garment is not suitable to tumble dry.
    The garment is not suitable to tumble dry.


    Ironing symbols
    The garment is suitable to iron.
    The garment is suitable to iron on a low temperature.
    The garment is suitable to iron on a medium temperature.
    The garment is suitable to iron on a high temperature.
    The garment is not suitable to iron.


    Bleach symbols
    The garment is suitable to bleach.
    The garment is suitable to bleach chlorine-free.
    The garment is not suitable to bleach.


    Dry cleaning symbols
    The garment is suitable to dry clean.
    The garment is suitable to dry clean in multiple solvents, like mineral turpentine or perchloroetheylene.
    The garment is suitable to dry clean in multiple solvents, like perchloroetheylene.
    The garment is suitable to delicate dry clean in specific solvents; like Tetrachloroethene, hydrocarbon and perchloroetheylene are permitted.
    The garment is suitable to delicate dry clean in specific solvents. Only with hydrocarbon, fluorocarbon or mineral turpentine.
    The garment is suitable to delicate dry clean in specific solvents and with temperature limitations.
    The garment is not suitable to dry clean.

  • At PB., our customers are always at the top of our list, so we like to share our in-house expertise in different ways - to make online shopping even more fun and easy for you.

    Size advice per item
    Advice on sizing per item can be found on the product page in two different ways:
    - In the Size Guide, you?l find the most important measurements of a garment. We manually measure every piece.
    - In the bullet points, we always describe the fit and in some cases, we add extra information about the sizing and fit of an item.

    Personal styling or wardrobe advice from our Editors
    Need help to find the perfect pair of jeans or are you looking for an outfit for an upcoming event? Our skilled team of Fashion Editors is here to help with any questions you may have. The advice is free of charge. Go to our Editors page to try this free service right now.

    Online help guides
    Deepen your fashion knowledge in a heartbeat with the information in our Style Guide, concerning different body types, building a timeless wardrobe, information on caring for luxurious fabrics and a whole lot more.

    Blogs
    Our blog is bursting with interesting information and how-to? on fashion, beauty, trends and garment care. Get inspired and experience online shopping with more ease and fun!

    Shop the Looks
    We believe in a durable and versatile wardrobe. Insights and inspiration on making different combinations play a crucial role in getting the most out of your wardrobe. Discover our different styling tips on the product page or go to our Looks page for our looks and select the desired color, occasion, brand or style.

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Delivering

  • Orders sent with PostNL (only in The Netherlands) can be traced with a Track & Trace code. When your package has been received by PostNL, an e-mail with a unique code is sent to your mail box.

    Orders outside The Netherlands can be followed with UPS Track & Trace. You will receive a Track & Trace e-mail from UPS at the end of the day.
  • Orders placed before 16.00 hrs are sent the same day and delivered the next working day. For orders outside The Netherlands, different delivery times apply. Go to this overview for the full info per country. Packages via PostNL can be traced with a Track & Trace code.

    When sent with PostNL (The Netherlands only), you have the option to receive your package at a time of your choice - this is possible up to one month ahead.
  • You have the option to receive your package at home or at another delivery address. Fill in the desired delivery address when finalizing your order.

    Prefer a PostNL delivery point? Then don't fill-in the address manually but simply check the box of the delivery point of your choice. Your package can be picked-up using your own name and zip code.
  • What are the shipping costs?
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