PB. Service team

If you have questions about the products or about your order, call our service team on workdays between 9.30 am and 5.30 pm or contact us via mail, chat or Whatsapp.

Our service team is happy to answer all questions about:

• - Products
• - Size advice
• - Delivery terms and times
• - Complaints or exchanges
• - Placing orders

Most Frequently Asked Questions

• When will I receive my order?
  Orders placed (on working days) before 16.00 hrs are sent the same day and delivered the next working day. For orders outside The Netherlands, different delivery times apply. Go to this overview for the full info per country. Packages via PostNL can be traced with a Track & Trace code.
  
  When sent with PostNL (The Netherlands only), you have the option to receive your package at a time of your choice - this is possible up to one month ahead.
• When can I expect my money back?
  As soon as we've received your package, we will refund the purchase amount within 5-10 working days.
• Can I change or cancel my order?
  Do you want to change your order/information? This is only possible during office hours the same day. Please contact our Customer Service team via this online form or by phone, on working days between 9.30 and 17.30 hrs.
  
  The Netherlands
  Phone number: +31 (0) 23 532 03 73
  E-mail: service@perfectlybasics.nl
  
• How do I return an order?
  Within the trial period of 14 days your order or a part of your order can be sent back free of charge, within the European Union and other selected countries . Register your return online within the 14 day trial period and sent back your order or part of your order within the following 14 days. Discover if returning is free for your country by going to the heading 'What are the shipping costs?', select your country and the info will automatically appear. A return can be registered and is easy to do:
  
  - Please neatly pack the items you want to return back into the PB box
  - Shoes need to be returned in the orginal packaging (do not use the shoebox for shipping)
  - Some beauty/home products can’t be returned when the seal is broken after delivery
  - Stick the included return sticker on the box
  - Please note: Always register your return for a quicker procedure, a non registered return may take an extra 5 working days to process and refund
  
  Registering your return online with an account:
  - Log into your account
  - Register our return here
  - Filling in the reason of return is optional
  - Let us know if you want to exchange or receive your money back
  - Check and confirm your return
  - Visibly state your return number on the package. You will receive your return number as soon as you register your return online. It appears on your screen and can also be found in the return confirmation e-mail.
  
  Registering your return online without an account:
  - Go to this page to register your return
  - Fill in your name and your order number
  - Your order number is stated in the order confirmation e-mail - please save this e-mail well!
  - Filling in the reason of return is optional
  - Let us know if you want to exchange or receive your money back
  - Check and confirm your return
  
  When you return your entire order, shipping costs will also be refunded.
  
  As soon as we've received your return registration, we'll send you an e-mail that further explains the returning process. You will receive a confirmation e-mail of your exchange as soon as we've received your package.
  
  Returning from the U.S.A., United Kingdom, Norway and Switserland
  Returns from the U.S.A, UK, Norway and Switserland will only be accepted when sent with UPS. UPS will accept your parcel free of charge at a nearby UPS service point.
  
  Please follow these steps:
  - Print your return label - including the necessary documents - which can be found under ‘get shipping label’ in the email you’ll receive from UPS, after registering your return online.
  - In case you haven’t received an email from UPS, please check your spambox.
  - Place the documents and return label in the plastic holder that came with your order and attach this to the outside of your package.
  - Drop off your package at your nearest UPS point.
  
• Can I exchange an item?
  When you want to exchange an item, please notify us in the return notification. Go to www.perfectlybasics.nl/return to notify us about your exchange.
  
  Exchanging via your account
  - Log into your account and select the item(s) you wish to exchange
  - Let us know how many items you wish to exchange and tell us why
  - Choose 'shop credit' instead of 'money refund', check everything and confirm
  - After having completed your registration, the amount will be added to your account as shop credit
  - Place your new order, your shop credit is processed automatically
  - State the return number on the package and follow further instructions in the confirmation e-mail
  - After we've received your package, we'll start packing your new order as soon as possible
  - Return status: as soon as your new order is sent, we'll send you a confirmation e-mail
  
  Exchanging without an account
  Did you place an order without an account? Then exchanging is not possible. You need to create an account first to register your exchange and to receive shop credit.
  
  Exchange sale
  We believe in the quality and durability of our collection and always decide last-minute which items go on sale - whereas items from our Essentials Shop never or hardly go on sale. Therefore, giving information upfront on which items will go on sale is not possible. Also, as soon as our sale starts, items sell out quickly and the availability of sizes is very limited.
  For exchanging or returning sale items, the same return and exchange conditions apply as with items that are not on sale. Read more under heading 'Return and exchange conditions'.
  
  Bought an item earlier that is now on sale?
  We do not return the discount amount afterwards because the available sizes are often already limited as soon as an item goes on sale - it is very probable that your size wouldn't have been available anymore at that time. The same applies to sale items that are further discounted later.
  
• What are the shipping costs?
• Return items