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Customer Service

FAQ

What is the status of my order?

Your order can have multiple statuses. You can find the status of your orders in the “Orders” overview of your account. The following statuses are possible:

  • Being processed: Your payment has been received and the orders are being processed by our partner.
  • Sent: Your order is on its way to you
  • Received: Your order has been delivered
  • Return requested: By using the “Return” button you have requested a return
  • Return received: Your return shipment has been received and processed by our partner, within approximately 10 working days you will receive your refund.
  • Cancelled: Your order has not been received correctly and has not been paid. Try again.

Can you inform me when an article becomes available again?

If you want to be kept informed about new articles of a certain brand, you can follow the brand. Go to the page of the brand and press “Follow”.

I want to order something but my size is not listed, what do I do now?

If your size is not listed, it is unfortunately sold out. The sample sales on Otrium are regularly supplemented with new articles or new sizes. To make sure that you are kept informed about a brand, press “Follow” on the page of the brand.

Can I also pay by bank transfer?

On Otrium there are various payment options; iDeal, Maestro, Bankcontact / Mistercash, PayPal, Mastercard and Visa. Unfortunately it is not possible to pay the amount by separate transfer. For all information about payments, please click here.

 

I did not receive a confirmation mail after I have placed an order, what do I do now?

Check if the money has been debited from your account, PayPal or credit card. If this is the case, your order will also be in the “Order” overview of your account. If you have not received any email for this, these are the possible reasons:

  1. The mail has ended up in the spam folder. First check whether the mail is there.
  2. There is an error in your e-mail address. Check whether you have given the right e-mail address with your order.
  3. If neither of the options are the cause, please contact us via [email protected]

I want to order several articles, so do I have to pay the shipping costs several times?

All articles offered on Otrium are sent from the same warehouse (unless indicated otherwise). When you order items of several brands, only one shipment is needed. So you will only pay the shipping costs once.

The status of my order is "Received" but I have not received anything yet?

By using your Track & Trace code you can see where your order is. Your order is probably delivered to your neighbours. Are you still unable to find your parcel? Please contact [email protected]. We are happy to sort this out for you!

Do I have to pay the costs for a return shipment myself?

The return costs are for your own account. We strongly recommend you to do this with a Track & Trace code. After all if the parcel goes missing you will be responsible for this.

When an item is damaged, wrong etc, please contact our customer service.

 

How do I return an order or article?

Click here for an overview of all the steps that you must take. → (in overview).
You return the parcel to our warehouse with the following address:

Otrium
Handelsweg 4
2404 CD
Alphen aan de Rijn

Are you living in Belgium? Please check out the page Return Instructions Belgium.

Can I also exchange an order?

If you want to exchange an order for another item with the same purchase price or lower, you best contact the customer service via telephone number 0031 20 221 71 84. You must still return the order in accordance with the return conditions.

How long will it take before I receive my refund after I have returned something?

Once we have received your return it might take a few days before the status of your order changes to “Return received”.

Once your order has the status “Return received” your payment will be refunded within approximately 10 days. But the full purchase amount is in any case refunded within 14 days after dissolution.

How can I report my complaint to you?

If you have a compliant you can report this to [email protected] or you can call us on 0031 020 221 71 84. We will then immediately deal with this and make sure that this is solved as well and as quickly as possible!

We  will respond within 14 days. If you do not agree with the solution or we cannot sort this out between us, you can submit a complaint to the Geschillencommissie Thuiswinkel, Postbus 90600, 2509 LP in The Hague (www.sgc.nl) or via the European ODR Platform http://ec.europa.eu/consumers/odr/

I have received the wrong article/size/colour/quantity?

First of all we like to apologise for the inconvenience! You may just return this article and keep the receipt for the costs made. Subsequently you may mail this receipt to us so we can refund the costs as soon as possible. You can best contact our customer service for this on 0031020 221 71 84.

My order cannot be delivered. When will I receive my refund?

We are really sorry that your order cannot be delivered! The refund will be processed as soon as possible. Depending on your bank and payment method this will be paid to your account within a few days. If it takes longer than usual, please contact us via [email protected]

What is the delivery time?

Orders are usually transferred to PostNL within 2 working days.

Can I collect my order at the store of the brand?

Unfortunately this is not possible.

Can I come to fit the article?

The articles are neatly packed in our central warehouse, therefore it is not possible to fit these.

Do you also deliver abroad?

Currently the orders are delivered in the Netherlands and Belgium. In the near future we will also deliver internationally.

How can I unsubscribe from the newsletter?

At the bottom of the newsletter you will find a link to unsubscribe. If you are unable to, please contact us and we are happy to help you!

How can I delete my account?

Sorry to hear that you want to delete your account. Please contact our customer service for this via [email protected]. We will immediately take care of this!

My shopping bag is still active but I have already paid. Is my order being processed?

Once you have paid your order will be processed. We are happy to check all the orders for you just to reassure you! You can contact us for this per telephone or per mail.

How can you offer such high discounts?

Do not be alarmed by our high discounts! ? We have a close cooperation with the most beautiful fashion brands and therefore we can offer the best prices to our customers.

Would you like more information? Check out the reviews of all our satisfied customers on KiyOh.

What is the warranty on the product I have purchased?

The legal warranty applies on all the articles that you purchase from us. Legal warranty means that a product must be or do that what the consumer may reasonably expect from it.

Are the prices shown including VAT?

All prices shown on Otrium are including VAT.

How do I order at Otrium?

The order process is very simple at Otrium.

  • First you choose a nice item from one of our many sales pages.
  • Select your size and press the black ‘Click & Order’ button.
  • In the popup you can directly choose to go to ‘Order’ after which you will come to your shopping cart.
  • From your shopping cart you can checked the ordered items and continue via the “Proceed with Order” button.
  • In step 1 you enter your delivery address, you can skip step 2 unless you want another invoice address. In step 3 you can indicate how you want to pay for your order (iDEAL, PayPal, Credit Card or one of the many other payment methods).
  • Once you are completely satisfied with your order you press ‘Pay Order’ to be referred to our payment provider Mollie or Klarna.
  • You pay with the selected payment method after which you finally come to our confirmation page and we will quickly start to pick & deliver your order.

Do you have any questions or problems? Please do not hesitate to call (0031 020 221 71 84) or mail ([email protected]) us, we are happy to help you!

How can I cheaply return an order from Belgium?

We have set up a special return process for Belgian customers. So if you are a Belgian customer you can cheaply return your order via DHL. You will then pay the same rate (€6.95) as in the Netherlands. You can find all information on the page Belgium Return Instructions. You can find all information on the page Belgium Return Instructions.

What is the delivery time?

The delivery times are as follows:

 

The Netherlands and Belgium:

Monday – Friday: Order before 19:30, receive it the next day.

Weekend: Second next working day

 

Germany and Denmark:

3 to 4 working days

 

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