Customer care

Frequently asked questions

Need a quick answer? Choose a topic or browse the popular questions.

Phone

+31 85 208 7417

Monday to Thursday 9:00 – 17:00
Friday 9:00 – 16:00

E-mail

customercare@profuomo.com

Messages received at the weekend are answered on Monday.

Visit us

Find a brand store

Personal advice and try on your size in store.

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Order

No, creating an account is not required. However, we do recommend it. With an account, you can easily track your order and view your order history. If you complete your account details, you'll also enjoy additional benefits.

Once your order and payment have been completed, you will receive an order confirmation by email, including your order number. Please keep this number handy if you have any questions about your order. If you have an account, you can also find your order details there. Haven't received your confirmation? First, check your spam or promotional folder. If the email isn't there either, please contact our Customer Care team. Please note: the order confirmation is not the same as a shipping confirmation. You will receive a separate shipping confirmation, including your tracking number, as soon as your order is ready for dispatch.

Yes. As soon as your order has been handed over to the carrier, you will receive a shipping confirmation email containing a tracking number. You can use this link
to follow your shipment every step of the way. Please note that it may take up
to 24 hours for the tracking information to become active with the carrier.

Unfortunately, it is not possible to modify or cancel an order once it has been placed. If you're not completely satisfied after receiving your order, you can easily return it through our returns portal.

Yes. During checkout, you can select an alternative delivery address under “Delivery Options”. You can also choose to have your order delivered to a PostNL service point near you.

Delivery

Orders placed on business days before 9:00 PM* are shipped the same day. Delivery usually takes 1 to 3 business days. Orders placed during the weekend will be processed and shipped on Monday.

*This cut-off time may be earlier depending on the carrier selected during checkout.

No problem. The carrier will first attempt to deliver the parcel to one of your neighbours. If this is not possible, the parcel will be taken to the nearest collection point. You will receive a notification from the carrier with details of where to collect your parcel.

No, unfortunately it is currently not possible to have your online order delivered to one of our brandstores.

Orders of €79.99 or more are shipped free of charge within the Netherlands, Belgium and Germany. You can find the shipping costs for your country in the table under 'Delivery costs'.

Western Europe

Netherlands
Delivery time: 1 business day via PostNL, 1-2 business days via DHL
Free shipping above: €79,99
Delivery time:
1 business day via PostNL when a order is placed before 5PM
1 business days via DHL when a order is placed before 9PM
1 business day via PostNL when a order is placed before 8PM
Shipping costs: PostNL €4,95 | DHL €3,95 | Pick-up point €3,95
Free returns

Belgium
Delivery time: 1-2 business days
Free shipping above: €79,99
Shipping costs: €4,95
Free returns

Germany
Delivery time: 1-3 business days
Free shipping above: €79,99
Shipping costs: €5,-
Free returns

Luxembourg
Delivery time: 1-2 business days
Shipping costs: €15,-
Return costs: €8,95

France
Free shipping over: €200,-
Shipping costs: €10,-
Return costs: €4,95

Austria
Delivery time: 2-3 business days
Free shipping over: €250,-
Shipping costs: €10,-
Return costs: €4,95

Switzerland
Delivery time: 2-3 business days
Free shipping over: €150,-
Shipping costs: €9,95
Return costs: €25,-

Northern Europe

Denmark

Delivery time: 2-3 business days
Free shipping above: €300,-
Shipping costs: €10,-
Return costs: €9,95

Estonia
Delivery time: 4-5 business days
Shipping costs: €27,50
Return costs: €11,95

Finland
Delivery time: 3-4 business days
Shipping costs: €17,-
Return costs: €12,95

United Kingdom
Delivery time: 3-4 business days
Free shipping above: €350,-
Shipping costs: €9,95
Return costs: €14,95

Ireland
Delivery time: 2-3 business days
Free shipping above: €250,-
Shipping costs: €10,-
Return costs: €4,95

Latvia
Delivery time: 4-5 business days
Shipping costs: €27,50
Return costs: €11,95

Lithuania
Delivery time: 3-4 business days
Shipping costs: €27,50
Return costs: €11,95

Norway
Delivery time: 5-6 business days
Shipping costs: €25,-
Return costs: €50,-

Sweden
Delivery time: 4-5 business days
Shipping costs: €10,-
Return costs: €9,95

Eastern Europe

Bulgaria
Delivery time: 4-5 business days
Shipping costs: €29,95
Return costs: €11,95

Hungary
Delivery time: 2-3 business days
Shipping costs: €25,-
Return costs: €11,95

Poland
Delivery time: 2-3 business days
Shipping costs: €7,50
Return costs: €14,95

Romania
Delivery time: 2-3 business days
Shipping costs: €25,-
Return costs: €11,95

Slovakia
Delivery time: 2-3 business days
Shipping costs: €25,-
Return costs: €11,95

Czech Republic
Delivery time: 2-3 business days
Shipping costs: €12,95
Return costs: €11,95

Southern Europe

Greece
Delivery time: 4-5 business days
Shipping costs: €25,-
Return costs: €20,95

Italy
Delivery time: 4-5 business days
Shipping costs: €10,-
Return costs: €11,95

Croatia
Delivery time: 4-5 business days
Shipping costs: €25,-
Return costs: €11,95

Malta
Delivery time: 2-3 business days
Shipping costs: €20,-
Return costs: €85,-

Portugal
Delivery time: 3-4 business days
Shipping costs: €16,95
Return costs: €9,95

Slovenia
Delivery time: 3-4 business days
Shipping costs: €25,-
Return costs: €11,95

Cyprus
Delivery time: 2-3 business days
Shipping costs: €27,95
Return costs: €80,-

Spain
Delivery time: 3-4 business days
Free shipping above: €350,-
Shipping costs: €9,95
Return costs: €9,95

Our carriers may not operate during public holidays. Please take this into account, as delivery times may be longer than usual.

Payment

You can use the following payment methods:

iDEAL | Wero
Apple Pay
Visa
Mastercard
American Express
Maestro
PayPal
Klarna (pay later; only in the Netherlands, Germany and Belgium)
Bancontact
Profuomo Gift Card

Over the coming period, iDEAL will gradually transition to Wero: a new European payment method that brings together payment solutions from multiple countries. This makes it easier to pay in other European countries as well, simply via your own bank.

To ensure a smooth transition, you will currently see both the iDEAL and Wero logos displayed side by side. This helps you get used to the new name, without any change to the way you pay.

You don’t need to learn or change anything. iDEAL continues to work exactly as you’re used to.

In short: your payment experience remains safe, familiar, and simple, just as you expect from iDEAL.

All transactions are secured by our payment system PAY. Payment details cannot be traced, intercepted or used by third parties. Nor will your data be stored in our own computer systems.

You can enter a discount code in your shopping basket. Under the blue 'Proceed to Checkout' box you will see the text 'I have a discount code'. Please enter your code here, then click 'Apply discount'. You should see that your code is applied immediately. Please do not include any spaces when entering your code.

Would you like to pay with a Profuomo Gift Card? Simply select "Profuomo Gift Card" as your payment method during checkout. You will find this option among the other available payment methods.

Return

Click here to return your order

We do not charge return costs for orders from the Netherlands, Belgium and Germany. For all other countries, please refer to 'Return costs'.

Please note: for all sale items we charge €2.95 per return, on top of any applicable return costs. You pay this when registering your return.