Frequently asked questions

How to shop & place an order?

Do I need an account to place an order?

Yes, in order to start the order process you will need to register and create your Springkode account. With this account you will be able to add products to your wish list and access information regarding the shipping process of your order.

I have forgotten my password: what should I do?

Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

How do I receive Springkode email updates?

Stay informed of new arrivals, trends and exclusive promotions by registering for our newsletter at the bottom of our homepage. Email preferences can be easily managed under "My Account".

How do I place an order on your site?

Placing an order is easy at Springkode. Here’s how:

  1. Choose shop on the top navigation menu.
  2. Choose an item you like, by browsing through the items available or filtering for a specific item.
  3. Select the size of your item and click ‘Add to cart’. Once you have finished adding your items, proceed to checkout by clicking ‘Checkout’ on the top right of your page where the total sum of your cart is.
  4. Carefully fill in the checkout details regarding billing, payment and delivery information.
  5. Once your purchase is confirmed, it will be carefully prepared and shipped to you. We’ll be sure to keep you updated every step of the way.

Can I place an order over the phone?

Orders can only be placed through our website www.springkode.com/shop.

Where can I find size & fit advice?

Click on Size Guide on the item’s page to view our conversion chart. If you need any additional information on a specific product feel free to contact us by email to [email protected].

Can I cancel or make changes to my order?

As your purchase will be prepared quickly for dispatch, please contact us via email or Facebook as soon as possible to cancel or make changes to an order.Unfortunately, we are unable to add items to an existing order but we welcome you to place a new order for any additional pieces. Further information on cancelling an order can be found in our Return & Refunds Policy.

Which currencies can I shop in?

Our products are sold in Euros so your orders will be placed in this currency and so will be the payment.

When will my card be charged?

If you pay by debit card or PayPal, Springkode will take payment at the point your order is placed on our site. If you pay by credit card, full payment is usually taken once your order is ready for shipping, though your bank or card issuer may reserve the order amount in your account immediately.

What payment methods do you accept?

  • Visa
  • MasterCard
  • Visa Electron
  • PayPal
  • iDEAL (only available to The Netherlands)
  • Sofortbanking (only available to Germany, Austria, Switzerland and Belgium)
Please note: We do not accept cash on delivery or installments as payment.

Will my personal details stay safe?

We keep your personal data private and confidential and only give it out with your consent or if legally permitted to. For further details, please see the Springkode Privacy Policy.


Product availability & authenticity

Are you going to have my size again?

Our items are exclusive pieces from a very small production set so you will have to act quickly, because chances are that your size will not be available again.

Can I reserve an item to buy later?

We aim to provide a fair opportunity to shop our most in-demand styles and as items are often limited, reservations are unavailable. As a result, placing an item in your shopping bag or wish list does not reserve it.

Are Springkode items authentic?

Our offering is expertly designed and produced by the best textile manufacturers in the world, the ones who produce for the best luxury fashion powerhouses around the world. We guarantee all items are genuine and authentic high-quality garments, straight from the factory to you.

How will my order be packaged?

Your order will be carefully packaged in a protective Springkode box to ensure it arrives to you in great condition.


Shipping, taxes & duties

How much will I be charged for shipping?

Every Springkode order is unique so our shipping costs vary depending on the size, weight, shipment origin and destination of your chosen items. This information will appear at the checkout.

Do you offer same day delivery?

For the time being we do not offer same day delivery.

When will I receive my item and how can I track delivery?

Once your order details are confirmed, your item will be carefully prepared and sent on its way within 2 business days. Delivery will normally take 2-7 days after dispatch, depending on your location.We will keep you updated with tracking information and an estimated delivery date. You can also follow the progress in your Springkode account under ‘Orders’. If you ordered from multiple Springkode partners, please bear in mind that your items will arrive separately.

Can I collect my order?

You may be able to collect your order from a convenient location near you; simply select 'Click & Collect' at checkout to view your options. If available, we will confirm when your package is shipped and then ready for collection.

Will I need to pay taxes and duties?

Springkode ships to the EU on a DDP (Delivery Duties Paid) basis, so this means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.

What is your returns policy?

If your purchase isn’t quite right, you can return it for a refund within 14 days of your delivery date using our free returns service.We recommend that your item is sent back within 7 days of receipt to ensure it will be returned to the original location in time. If you would like to exchange an item, you will need to return it and place a new order. Simply go to your Springkode account to arrange a return. For further information on returning an order, view our Return & Refunds Policy.

How do I book a free collection or return in store?

To book a free collection, go to ‘My Orders and Returns’ and then ‘Return Order’ in your Springkode account. Select return ‘By courier’ as well as your collection date, and we will send you a confirmation email with the next steps.If you would prefer to drop off your return, select the ‘drop-off’ option instead. Prepare your package with the documents included in your order, and take it to your chosen location along with our returns confirmation email.

How do I package my item for return?

Simply follow these steps to prepare your item:

  1. Place any unwanted items with original packaging inside the protective Springkode box and leave it open until the driver has checked the contents.
  2. Attach the return label and a signed copy of the return note to the outside of the Springkode box.
If you are returning to multiple locations, please pack the items separately for each of our partners, with a corresponding return label attached to the outside of each box.

When will I receive my refund?

You can follow the progress of your return in your personal Springkode account or using the tracking number assigned to your returns label with our courier. As soon as your item is received and accepted by our partner we will send an email to confirm the completion of your refund.Refunds are issued via the original payment method and will normally appear within 14 business days, depending on the processing time of your payment provider. To ensure your refund is as quick as possible, please ensure all items meet the conditions of our Returns & Refunds Policy.

Will shipping & duties be refunded on return?

You will receive a full refund for all the items returned. Items should be returned undamaged, in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy. For details please see our Returns & refunds Policy.

January 6th, 2019Springkode