HELP & FAQ

How can we help?

Help & FAQ

FAQ

Do I have to pay the shipping costs?

The Netherlands:

You get FREE SHIPPING on orders over €50,00.

For orders under €20,00 we charge €5.99 for shipping.

For orders between €20,00 - €50,00 we charge €3.99 for shipping


Belgium & Germany:

You get FREE SHIPPING on orders over €75,00.

For orders under €20,00 we charge €8.99 for shipping.

For orders between €20,00 - €75,00 we charge €5.99 for shipping.


Other countries within the EU:

The shipping costs for each order are €19.99

What is the return period?

At thingsilikethingsilove.com you always have the option to return your order within 30 days after the shipment date. Please ensure that you return the products unworn, undamaged and with the attached labels. 

Unfortunately, we cannot investigate a missing package without a proof of return.

When returning via shipment, the track & trace code serves as a proof of return. When returning to one of our stores, you will receive a receipt as proof of return. 

Please keep your return receipt until we have processed it.

Is it possible to use my Gift Card online?

If you are in possession of a TILTIL Gift Card, you can also use it to pay for your order online.

I have a paper Gift Card

If you have a physical, paper Gift Card, you need to take some steps first. Our system is not (yet) completely up to date... Send a photo of your Gift Card and make sure the text is visible and another photo where the Gift Card is torn into 4 pieces to online@thingsilikethingsilove.com. Once the photos have been received, a unique code will be created for you that you can use online.

I have an online Gift Card code

You can enter your code at checkout in the "Discount code / Gift Card" field. You do not have to use up the Gift Card in one go. If you have any money left over, save your code for your next purchase!

I have a complaint about my item, what should I do?

Have you received broken items or does it have a manufacturing defect? Please contact our customer service. We will then look for a suitable solution.

Did you accidentally receive the wrong item? We are very sorry to hear that. Please also contact our customer service. We can be reached via the email address online@thingsilikethingsilove.com from Monday to Friday from 9.00-17.00 and Saturday from 12.00-17.00.

SHIPPING & DELIVERY

Do I have to pay the shipping costs?

The Netherlands:

You get FREE SHIPPING on orders over €50,00.

For orders under €20,00 we charge €5.99 for shipping.

For orders between €20,00 - €50,00 we charge €3.99 for shipping


Belgium & Germany:

You get FREE SHIPPING on orders over €75,00.

For orders under €20,00 we charge €8.99 for shipping.

For orders between €20,00 - €50,00 we charge €5.99 for shipping.


Other countries within the EU:

The shipping costs for each order are €19.99

My package has not yet been delivered, what now?

It’s possible that your package has been delayed by the carrier. We therefore advise you to first check the track & trace code. This indicates the status of the delivery. If you are experiencing any difficulties, don’t hesitate to contact us to find out where your package is!

If you can’t figure it out, you can always get in contact with us and we will immediately get to work to find out where your package is located!

Can I change my address?

Unfortunately you cannot change your address yourself. You can have your address changed by our customer service within 15 minutes after placing your order.

You can reach us by email online@thingsilikethingsilove.com or by telephone on +31 (0)20 244 53 66. Our customer service is open from Monday to Friday from 9.00-17.00 and Saturday from 12.00-17.00.

Can I track my order?

Yes, as soon as your package has been received and registered by PostNL, you will receive an email with a track & track link, you can follow the package via this link.

Can I have my package delivered to someone else?

Are you ordering for someone else or do you want a gift delivered? This is possible! You can enter the address details of the person where the package must be delivered.

Do you want to send the package to a different address after ordering?

Unfortunately you cannot change your address yourself. You can have your address changed by our customer service within 15 minutes after placing your order. 

You can reach us by email online@thingsilikethingsilove.com or by telephone on +31 (0)20 244 53 66 or by telephone on +31 (0)20 244 53 66. Our customer service is open from Monday to Friday from 9.00-17.00 and Saturday from 12.00-17.00 

How quickly will I receive my order?

During sale and Holidays, the delivery time may be bit a longer than usual.

All orders will be shipped within 0-2 days except for orders placed on Friday afternoon and Saturday. These orders will be picked up by PostNL on Monday and will therefore take a little longer. If an item is out of stock in our warehouse it will be sent from one of our stores, and so it may occur that your order has a small delay. In case of any exceptions, we will always inform you. As soon as your package has been registered with PostNL, you can track your order via the track & trace code that you can find in the email.

How do I cancel my order?

If you have accidentally placed a double order or you have changed your mind, please contact our customer service. We will cancel the order for you and the purchase amount will be automatically refunded by the same method of payment. 

You can reach us by email online@thingsilikethingsilove.com or by telephone on +31 (0)20 244 53 66 or by telephone on +31 (0)20 244 53 66. Our customer service is open from Monday to Friday from 9.00-17.00 and Saturday from 12.00-17.00.

RETURNS & REFUNDS

If you are not happy with your purchase and wish to return an(y) item(s), please return your order within 30 days from receiving your order. Orders must be returned unused and in the original packaging.

You can return items by scanning the QR code on the packing list or going to returnform.com/thingsilikethingsilove. You will need your order number and email address used to place the order.

Free returns in one of our stores (Amsterdam & Utrecht)

You can always return your order free of charge in one of our stores.

You can return items by scanning the QR code on the packing list or going to returnform.com/thingsilikethingsilove. You will need your order number and email address used to place the order. Select Return in store as your shipping method.

When your package has been returned in one of our stores, you will receive proof of this with a receipt. Always keep your receipt until we have refunded your return. We process the returns in our e-commerce warehouse and not in the store. Therefore it is not possible to immediately get your money back, but your return will be processed and refunded within 5 working days.

What is the return period?

At thingsilikethingsilove.com you always have the option to return your order within 30 days after the shipment date. Please ensure that you return the products unworn, undamaged and with the attached labels. 

Unfortunately, we cannot investigate a missing package without a proof of return.

When returning via shipment, the track & trace code serves as a proof of return. When returning to one of our stores, you will receive a receipt as proof of return. 

Please keep your return receipt until we have processed it.

How long does it take before my return is processed?

As soon as your return has arrived at us, we will process it within 5 days. You will receive an email when the return has been processed. The money will be refunded to the same bank account you used to pay within a few days of processing.

Are the return costs for your own account?

This depends on the return method you choose.


Returns in one of our stores is always free of charge. 

We process returns in our e-commerce warehouse and not in the store. It is therefore not possible to immediately get your money back, but your return will be processed and refunded within 5 working days.


Returns by post is at your own expense.

Always make sure that you send the package with a track & trace code. If the package is lost during shipment, we cannot help you if you cannot provide a track & trace code to start an investigation.

How do I pack my return?

1. Pack your item well and firmly, so that it cannot slide back and forth in the packaging.

2. Seal the packaging with wide tape.

3. Make sure that only one address label (the return address label) is visible on the packaging to avoid any confusion.

4. Add the return form to the package.

I have lost my return form, what now?

That's no problem! In the order confirmation which you can find in your email, there is a link to your return form. Can't print it? Then add a note inside the package with your name, order number and e-mail address.

Can I exchange my items?

Unfortunately it is not possible to exchange an item. Do you want a different size or color? Then you can place a new order yourself. You can then return the items you wanted to exchange to us and you will receive the money back within 5 working days.

Is it possible to return a sale item?

If online sale purchases do not meet expectations, it is possible to return them. As soon as we have received and processed your return, we will refund the purchase amoun

Can I return multiple orders in one package?

That's possible! Please ensure that the return forms of all orders are included in the package so that we have enough information to process the returned items.

How can we help you to send fewer returns?

Tip1: Choose the perfect size

Are you shopping clothing? And are you in doubt between multiple sizes? Then take a good look at the size advice. You can also contact our customer service for sizing advice.

Tip 2: View an article from all sides

Zoom in on the different photos. Read everything we know about the item in the description and specifications. If an article is large or small, we will clearly state this.

PAYMENTS

What are the payment possibilities?

You can pay with the following payment methods:

iDeal

With iDeal you can pay the amount for your order directly and securely.

Credit card
If you choose to pay by credit card, first indicate which type of credit card or Debit Card you want to use. Then you fill in your credit card number, expiry date, CID/CVC code (often on the back of your card) and possibly with an extra password. If you return items, the amount will be refunded to your credit card within six weeks.

Bancontact / Mister cash

We have this payment option for our Belgian customers. With this you pay the outstanding amount for your order directly and safely.

TILTIL Gift Card

If you are in possession of a TILTIL Gift Card, you can also use it to pay for your order online.

I have a paper Gift Card

If you have a physical, paper Gift Card, you need to take some steps first. Our system is not (yet) completely up to date... Send a photo of your Gift Card and make sure the text is visible and another photo where the Gift Card is torn into 4 pieces to online@thingsilikethingsilove.com. Once the photos have been received, a unique code will be created for you that you can use online.

I have an online Gift Card code

You can enter your code at checkout in the "Discount code / Gift Card" field. You do not have to use up the Gift Card in one go. If you have any money left over, save your code for your next purchase!

Paypal

Paypal is a safe way to pay. You link your bank account or credit card and pay within a few clicks. PayPal helps protect your credit card information with advanced security and fraud prevention systems. In addition, PayPal will not disclose your financial information to TILTIL.

My gift card has expired, what can I do?

In this case, please contact our customer service. We can be reached by email from Monday to Friday from 9.00-17.00 and Saturday from 12.00-17.00 at online@thingsilikethingsilove.com

I forgot to apply my discount code and have already paid. What should I do now?

Unfortunately, after placing an order, it is no longer possible to add a discount code or make changes to the bill. Keep an eye on our website and Instagram for active promotions!

Is it possible to use my Gift Card online?

If you are in possession of a TILTIL Gift Card, you can also use it to pay for your order online.

I have a paper Gift Card

If you have a physical, paper Gift Card, you need to take some steps first. Our system is not (yet) completely up to date... Send a photo of your Gift Card and make sure the text is visible and another photo where the Gift Card is torn into 4 pieces to online@thingsilikethingsilove.com. Once the photos have been received, a unique code will be created for you that you can use online.

I have an online Gift Card code

You can enter your code at checkout in the "Discount code / Gift Card" field. You do not have to use up the Gift Card in one go. If you have any money left over, save your code for your next purchase!

WARRANTY & COMPLAINTS

I have a complaint about my item, what should I do?

Have you received broken items or does it have a manufacturing defect? Please contact our customer service. We will then look for a suitable solution.

Did you accidentally receive the wrong item? We are very sorry to hear that. Please also contact our customer service. We can be reached via the email address online@thingsilikethingsilove.com from Monday to Friday from 9.00-17.00 and Saturday from 12.00-17.00.

Do I have a warranty on my ordered items?

All items you buy from us come with a 2 month warranty.

You can send an email with the complaint to online@thingsilikethingsilove.com. Please make sure to add a photo to the email of the broken, defective or incomplete item, so that it is clear for us what the complaint is about.

After you have emailed us with your complaint, our customer service will assess whether your complaint can be refunded. We will always let you know whether your complaint falls within the warranty. That way you won't be faced with surprises.

Does your complaint fall within the warranty? Then the costs for the exchange or return of your item including shipping costs will be paid by us. 

Get in touch

Any other question? We're here for you!