Frequently asked questions about our clothing collection. Find answers to questions about shipping, returns, payment, and more. Everything you need to know for a smooth shopping experience at Miss19.
Frequently Asked Questions
Order & Pay
Placing an order is very simple:
- Browse through our collection and choose your favorite items of clothing.
- Select the desired size and click on 'Add to cart'.
- Done shopping? Click on your shopping cart in the top right and proceed to checkout.
- Enter your address details, choose your preferred shipping and payment method, and complete the payment.
As soon as the order has been placed, we will immediately send you a confirmation email containing an overview of your items.
We offer various secure payment options, so you can always pay in a way that is convenient for you. At Miss19, you can use:
- iDEAL (all Dutch banks)
- Bancontact (for our Belgian customers)
- Credit card (Visa, Mastercard, American Express)
- Klarna Pay Later (pay only after you have tried on your clothes at home)
All payments are processed via a secure connection.
Because we want to deliver your package to your home as quickly as possible, we start working in our warehouse immediately after you place your order. As a result, changing a size, address, or item is often no longer possible. Would you like to cancel your order? Please contact our customer service as soon as possible by phone or email. If your order has not yet left our warehouse, we will adjust it for you free of charge.
It can occasionally happen that the confirmation email ends up in your spam or junk folder. Please check this folder first. If you still have not received an email within an hour of ordering and the amount has been debited from your account, please contact us, and we will check your order and send the summary to you after all.
Delivery & Shipping
If you place your order on business days before 5:00 PM, we will hand your package over to the delivery service the same day. In most cases, your order will be delivered to your home the next business day. Do you order during the weekend? Then your package will be packed on Monday and delivered on Tuesday.
Please note: around holidays or busy promotional periods, delivery may sometimes take longer than you are used to from us.
What are the shipping costs?
We like to keep shipping costs transparent:
- Free shipping on orders of €90 or more within the Netherlands.
- €4.95 shipping costs for orders under €90 within the Netherlands.
- For shipping to other EU countries, the exact costs are automatically calculated at checkout.
As soon as your order has been packed and leaves our warehouse, we will send you an email containing your Track & Trace code. You can use this link to track the status of your delivery live and, if necessary, adjust the delivery time or location via the carrier's app.
Returns & Exchanges
Is an item not quite what you expected or is the size not right? No problem! You have 14 days (from the day you received the package) to return your order to us.
To receive a full refund, we do ask you to take the following conditions into account:
- The items are unworn, unwashed, and undamaged.
- All original tags and labels are still attached to the garment.
- There are no signs of wear such as makeup stains, perfume scent, or pet hair.
How does the return process work?
Registering a return is very simple:
- Go to our online return portal on our website and enter your order number and email address.
- Select the items you wish to return and choose the reason for the return.
- Download and print the return label and stick it onto the original packaging.
- Drop off the package at a DHL point near you. Keep the proof of shipment safe until your return has been processed!
Would you prefer to receive an item in a different size or color? The fastest way to reserve the desired item is by placing a new order directly in our webshop. This prevents your size from selling out in the meantime. You can then simply return the item that does not fit via our standard return procedure.
Yes, absolutely! If you are near our store in Utrecht, you can drop off your return there for free. Please always bring your digital order confirmation or invoice as proof. Our store colleagues will accept the package for you, and we will refund the purchase amount within a few business days using the payment method you used for the online order (no cash refunds are issued in the store for webshop orders).