FAQ
Products
Which clothing size should I get ?
Some of our items fit oversized, however other items have a true to size fit. Therefore, we recommend you take a look at the product page of the item you're interested in for specific sizing information.
The item I want is out of stock. Will it be restocked ?
We're sorry that the item that you are interested in is out of stock. Occasionally, depending on the style, items and sizes are restocked. On the product page, you can subscribe yourself to get notified when your item is back in stock.
Can't wait? It's possible that one of our official retailers still has the item in stock. Just send us an email, so we can check this for you.
My purchased item is damaged. What should I do ?
We’re sorry that the item that you purchased is damaged. To send the item back please us at info@auntclothing.com
Orders & delivery
Can I change my shipping address after my order has been dispatched?
No, the shipping address cannot be modified. For any doubts, please contact us.
What is the delivery time of my order?
All orders are shipped with standard shipping. Please allow 2-5working days for delivery of the order in the Netherlands and 3-5 working days internationally.
I didn't receive an order confirmation. Why not?
It can take up to two hours after you have placed your order for you to receive the confirmation email. Please also check your spam inbox.
If the payment has been processed, and you haven’t received a confirmation email after two hours, please get in touch with us via mail.
When will my pre-order be shipped?.
Pre-orders will ship once stock becomes available. The estimated delivery date will be listed in the product description of the item. You will receive an email with tracking once it’s been shipped. Pre-order shipping dates are subject to delays.
If you have any questions, please contact our customer service at info@auntclothing.com
Returns
Did you receive my return?
Once we have received your shipment, we will process the return as soon as possible. It takes a maximum of 3-5 business days to start processing your return. We will send you an update once the refund is completed.
What are the costs to return an item?
The costs for a return in the Netherlands will be €6.75
How can I return an order?
You have 14 days to return your order after receiving it. Orders must be returned unused and in the original packaging still attached. Furthermore, items have to be unwashed and with all labels still attached.
When can I expect my refund?
We will refund your return as soon as possible and at the latest within 14 days of receiving your return. We always refund your money to the bank account, credit card or PayPal account that was used to place the order.
Is it possible to exchange items?
No its not possible to exchange items because stock is very limited you can return the item and order again as long there is stock
My account
Do I need to create an account to place an order?
If you want to place an order, a AUNT. account is not necessary. You can check out as a guest, checkout fast with a PayPal account or register as a customer.
Do I need to sign in to see my order details?
Yes. In order to see your orders, you should sign in to the site and go to account, and click on the 'orders' section.
What are the advantages of having an account at aunt ?
An aunt. The account makes it faster and easier to place an order. Your address details will be filled in automatically and all your orders can easily be found in one place.
Is my personal information kept private?
For more information, please visit our privacy policy section.
Payment
What are the available payment methods ?
You can pay for your order with the following options:
Klarna
iDeal
Bank contant/Mister Cash
Visa Creditcard
Mastercard Creditcard
Sofort Banking
My payment has failed. What should I do?
A few issues could occur:
Did you get the notification ‘Payment failed’ after you went through the payment procedure? There are a few solutions: delete your cookies and cache data, use a different browser or use a different payment method. If this doesn’t solve the problem, please contact us.
If you have used a credit card that wasn't linked to your shipping address, the ordered will be cancelled automatically for fraud prevention purposes. Depending on your payment method, you will receive the purchase amount within 1 to 5 days.
If the purchase amount has been deducted from your bank account and the order failed, then please contact us as soon as possible, so we can start processing your order. Please send us a screenshot of the payment and we will send you the product.
Will there be any additional costs to my order ?
Orders within the European Union are shipped DDP (Delivery Duty Paid) and will not be subject to any additional charges. Countries outside the European Union are shipped DDU and additional charges may be added by your local customs. These fees are paid to the local carrier and customs and are not collected by AUNT.
How will my order be refunded in the case of a return or faulty item?
If you returned your order and selected ‘money refund’ we will refund you as soon as possible within the 14 days of receiving your return. We always refund the amount to the bank account/credit card you used to place the order.
If you paid for part of your returned order with a gift card, we will add the purchase amount of your return to your gift card. After this is processed, you can place a new order with your gift card.
What is VAT?
VAT is Value Added Tax, which are the taxes paid on top of the value from the sale of products or services.
Both customers inside and outside the EU pay VAT on their purchases. If you purchase from within the EU the VAT is included in the price of our products. If you purchase from another country, you will have to pay this in the form of import duties.