Frequently Asked Questions

 

  • What are the shipping costs?

For orders in the Netherlands, the shipping costs are €7.25. From €150,- we ship (within the Netherlands and Belgium) for free!

  • When do I receive my order?

If you order before 17:00, your order will be delivered the next day, also on Saturday, if in stock and subject to exceptions (we will inform you on the same day).

*Due to COVID-19 and the associated measures, which we have to take into account, we unfortunately also have to deal with logistical challenges and are dependent on carriers with extra large crowds, which can cause your package to be delayed. We hope for your patience and understanding.

  • Do you also send packages abroad?

Yes, we ship worldwide!

  • How can I pay?

Via Ideal, Visa, MasterCard.

  • Can I pay afterwards?

No, you can only use Ideal, Visa, Mastercard.

  • I have a different delivery address?

You can specify a different delivery address during the ordering procedure. Did you enter an incorrect address? Please contact us as soon as possible. Then we can see if we can still adjust this.

  • I’m not home tomorrow, can I change it?

Yes, you can, during the ordering process you can indicate when you want to receive the package. It is also possible to pick up your order at one of the collection points.

  • I haven’t received my order yet?

You can follow the package via the Track & Trace code that you receive from the parcel service. If you do not receive your order within 2 (working) days after receiving your Track & Trace code, please inform us as soon as possible. Then we help you to trace your package.

  • I have ordered, but want to change my order?

We always try to see if it is still possible. Please give us a call on +31 (0)55 203 22 72

  • I would like to receive another size

You can return the item with the incorrect size and place a new order with the correct size. Ordered the wrong size? Please contact us as soon as possible. Then we can see if we can still adjust this.

  • I want to return (part of) the order?

For return instructions, go to returns.

  • When will I receive a response to my return?

We handle returns within 5 (working) days after receipt of the return. Do you want to know whether your return has already been received by us? Follow your return package via the Track & Trace code that you received from the post office.

  • Do I get my money back upon return?

If the items are returned within 14 days, unworn, undamaged and neatly in the original packaging, you will receive a full refund.If we do not receive the return in good condition (see return conditions), we cannot credit the amount, but in most cases you will receive a shop credit.

  • Do I get the return costs back?

No, the costs for sending your return package to Terry-Ray are for your own account.

 

TERRY_RAY_HD-290

Payments

For payments we accept the payment methods below

Ideal

Visa

Mastercard

RETURNS TO TERRY-RAY

We have shipped your order with love. It is of course possible that you are not completely satisfied with your purchase. You can cancel and return your order up to 14 days after receipt. Returns are at your own expense.

If you want to order a different item or size, create a new order, so you can be sure that it is still in stock.Send the package via a PostNL or DHL delivery point to:

Terry-Ray / Returns

Watermanstraat 86

7324 AK Apeldoorn

Order number.:

Include the packing slip with your products in the original packaging. Have the package franked and sent. Keep the receipt well, it contains the track & trace code with which you can follow the package and see whether it has arrived with us in good order. Write your order number on the label at the return address and always include your packing slip, otherwise we cannot process the return package.

This is the only way we take items back:

– Return the items to their packaging, undamaged and unworn. We appreciate it very much if we get the items back in the same way as you received them. This means with all tags attached and neatly packed in the original packaging.

– We cannot take the items back if we suspect that the items have been worn more often than during the fitting.

– Do you return shoes? Do not use the shoe box as a shipping box. Put the shoes back in the shoe box and then pack this box in the packaging you received it in.Processing As soon as the return package has been approved by our returns department, you will receive a confirmation from us by e-mail. We will then arrange the refund as soon as possible. In the meantime, are you curious where your return package is? You can view the current status of your return with the Track & Trace code you received from the post office.

RETURN CONDITIONS

– You can cancel and return your order up to 14 days after receipt.

– The costs for sending your return package to Terry-Ray are for your own account.

– Terry-Ray is not liable for the loss or damage of a return package. We therefore advise you to send your return package by registered mail.

– When we have received and processed the return package and the returned items in good order, you will receive a confirmation from us by e-mail. We aim to process your return within 3-5 business days of receipt. After this, we will transfer the refund amount to your account as soon as possible. The aim is a refund within 7 working days after processing your return. Repayment will in any case take place within the legal term of 30 days.

Have you received a damaged product or a complaint about a product? These items cannot be sent as a regular return package, but must be reported to customer service via info@terry-ray.com (see general terms and conditions, article 7).Exceptions:   Bikinis must be tried on with underwear and cannot be returned without a hygiene strip in the bottom due to the risk of damage. hygiene regulations.

Toggle
 
Start return form?
 Fill out the form below to initiate a return. 
  • This field is for validation purposes and should be left unchanged.
 
 [/accordiongroup]

Dispatch

Orders placed before 17:00 will be delivered the next (working) day!

Orders placed before 5:00 PM can be shipped the same day (exceptions are made).

As soon as your order has been shipped, you will receive a direct message from us. In most cases your order will be delivered the next day.

* Unfortunately, due to COVID-19 and the associated measures, which we have to take into account, we are faced with logistical challenges and are dependent on carriers with extra large crowds, which can cause your package to be delayed. We hope for your patience and understanding.

We ship orders from €150 for free.The shipping costs for orders within the Netherlands & Belgium are €7.25 and above €150 free!