FAQs

Sustainability


What is future-proof fashion?

We design everything digitally and produce our clothes exclusively using upcycled, dead-stock, and certified organic fabrics. It is our contribution to the slow-fashion movement, which reflects our values for quality, sustainability, and only producing things we truly believe in. Lastly, we do not work with seasons, as we do not want to pressure our community to buy something new every 6 months.


What is upcycling?

Upcycling is the process of using waste materials, finding new use for them, and repurposing them into new items. It significantly reduces the need for new materials, and thus reduces the impact on our environment.


What is dead-stock?

When we refer to fabric as being dead-stock, it means that it is unused, leftover fabric that is no longer being produced. Using dead-stock fabrics is how we avoid having to produce new fabrics, which requires resources and puts pressure on our environment. It also means that some of our garments will be limited edition; not as a sales strategy, but simply because there is no more of the fabric left that was used to produce the garment.


Where do you produce your garments?

Since we are currently operating in Europe we produce everything in Europe. We produce exclusively in Portugal, Paris, and our own atelier in Amsterdam, in order to avoid having to ship our materials and product all over the world. Each item we sell has a care label sewn into it, which also specifies where it has been produced.


What haven’t you figured out yet?

We’d love to exclusively work with deadstock and only use upcycled materials Offering a repair program What to do with garments when they are worn out? Transitioning to partially being a digital fashion house



Products


Which clothing size should I get?

Some of our items fit true to size, however other items have a boxy fit. Therefore, we recommend you take a look at the product page of the item you're interested in for specific sizing information.


Can you give more information about a specific product?

Definitely! Get in touch with us via email or slide in our DM’s when you desire more information about a product. We are happy to help!


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. Some items are made exclusively using waste and dead-stock fabrics, which often come in limited quantities. So once this particular fabric runs out, we won’t be able to make the item in the exact same way. That being said, we might bring back the same item style, but made from different fabrics and materials.


My purchased item is damaged. What should I do?

We’re sorry that the item that you purchased is damaged. You can contact us via phone or mail and we'll provide you with a solution as soon as possible. Please do not send damaged items back to us without contacting us first. You will need an authorization code to ship back a damaged product.


How should I take care of my HOME garments?

We have put together specific care instructions for each of our garments. You can find this information on the care label that is sewn into the inside of your garment, or check out the 'Materials & Care' tab on the garment's product page.



Orders & Delivery


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 phone or mail.


I've just placed an order, is it still possible to modify or cancel my order?

In order to process all orders quickly, we aim to have your items picked, packaged and shipped within 48 hours. If you contact us immediately in order to request a change to your order, and we haven’t shipped it out yet, then we can accommodate your request. If the order has already been shipped, then please refuse the package at the door upon delivery. It will then be returned to us at our expense. Once the return has been delivered to us, we will process your return and your purchase amount will be refunded.


I made a mistake with my shipping address. What can I do?

Everybody makes mistakes! When you accidentally filled in the wrong address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed.


What is the current status of my order?

Right after you've placed an order, you will receive a confirmation email. Your order will be processed as soon as possible. Once your order is ready to be shipped, you will receive an additional email with the tracking information. You can use this information to track the shipment of your order until it is delivered.


I am expecting a parcel but it has not been delivered. What happened?

We’re sorry to hear that your parcel hasn’t been delivered yet, but don’t worry! Always check the tracking link you've received via email. It might be possible that the estimated delivery time has changed, or that you accidentally filled in the wrong address.
Is the delivery address correct and is the estimated delivery time unchanged? Then please check your email to see if you received a note from your shipping company. The package may have been delivered to your neighbours’ or your delivery window may have been rescheduled. In case there is an issue with the delivery of your order or your parcel has not been delivered, please get in touch with us via phone or mail. We will look into the whereabouts of your parcel to ensure a quick delivery.


What is the delivery time of my order?

We offer the following shipping schedule:
Deliveries within the Netherlands and Belgium: All orders will be delivered within two working days. We offer standard shipping to your preferred address or you can pick up your order at a local PostNL Pick-up point whenever suits you best. Please be advised you will need to show an ID document when picking up your order.
Deliveries within Germany: All orders placed before 2 pm on working days, will be delivered within three working days
Deliveries within the European Union: Three to five working days
Deliveries in all other countries: Three to six working days


Where do you deliver?

We currently ship worldwide except for Russia and Belarus. Furthermore, we do not ship to APO, post office boxes or FPO addresses.


What are the shipping costs?

At HOME we offer the following shipping costs:
The Netherlands €4,95 Inside Europe €12,95 Outside Europe €19,95
Inside Europe: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Germany, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom


Do I have to pay customs or import duties?

If you place an order outside the EU or the United States, customs charges may apply. For orders placed in countries inside the EU, there are no customs charges.


How will my order be shipped?

We will ship your ordered items wrapped in a biodegradable plastic bag, and placed in an envelope or box made from recycled craft paper, depending on the size of your order.



Returns


What is your returns policy?

Our returns policy allows you to return products unused within 30 days of receiving them. You can open the parcel and check the contents. Once we've received your returned item(s), we will refund the purchase amount as soon as possible. Returns will only be accepted when items are unused, unwashed, with all original HOME labels attached and in the original packaging.


How can I return an order?

You have 30 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. Return costs are not covered by HOME.
Fill in the merchandise return form and add it to the parcel. Then attach the return sticker to the box. Please be aware that the sticker is not a prepaid return label. You will have to pay for the return costs.
The order is ready to be returned.
Please go to your preferred postal service point and ship the box to:
HOMECLOTHING V.O.F. Nieuwendijk 121 1012MD Amsterdam The Netherlands
After shipping your return, you should receive a receipt with a tracking code so you can track the shipment. Please hold onto this receipt as it is your proof of shipment. To ensure the arrival of your return, we strongly recommend sending the parcel by registered mail. If the return is not shipped using registered mail, HOME cannot be held liable for missing items.
Once we have received your return, we will do our best to process it quickly.


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.


What are the costs to return an item?

The costs of a return differ based on the shipping company and country that you ship it from. Please check with your local post office for current pricing.
We strongly recommend you that every item is returned using registered mail. If the return is not shipped using registered mail, we cannot be held liable for missing items. Also, hold on to the tracking code of your return until your return is processed.
Please note that return shipments are at your own expense.


My purchased item is damaged, what should I do?

We’re sorry that the item that you purchased is damaged. You can contact us via phone or mail and we will provide you with a solution as soon as possible. Please do not send damaged items back to us without contacting us first. You will need an authorization code to ship back a damaged product.


Is it possible to exchange items?

We don't exchange products. If you would like to return your item for another item or size, you can follow our regular return process and order a new item.



Payments


What are the available payment methods?

You can pay for your order with the following options:
PayPal Google Pay Apple Pay iDeal Maestro Bank contant Visa Creditcard Mastercard Creditcard


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 order 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.


Where can I find my invoices?

Your invoice is always included in the order confirmation email. You can also find the invoice in your HOME account. If you can’t find the invoice, don't hesitate to contact us so we can send a new copy to you.


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 HOME.


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.


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.



My Account


Do I need to set up an account to order something online?

If you want to place an order, a HOME account is not necessary. You can checkout as a guest, checkout fast with a Paypal account or register as a customer.


What are the advantages of having an account at HOME?

A HOME 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.


How do I create an account?

Click the ‘My account’ icon in the top right of our website. In order to register, all fields with a star need to be filled in.


How can I delete my account?

We can delete your account whenever you want. Send us an email at team@homeclothing.eu and we’ll delete your account.



Contact


How do I contact you guys?

You can email us via our contact page, or shoot us a message via our social media channels :)

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