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    General questions

-        Where can I find the terms & conditions?

-        How can I contact customer service?

-        I have a question, which I cannot find an answer for in the FAQ?

-        How do I change my personal information?

     

    Ordering questions

-        How do I place an order in the webshop?

-        I am having trouble with signing in

-        How can I track my order?

-        How do I know what size to order?

-        Can I specify a different shipping address?

-        I forgot my password. Can I get a new one?

-        Can I change my order?

-        Can I cancel my order?

-        What is wishlist?

-        How do I know that my order has been received?

     

    Payment

-        What payment methods do you offer?

-        Do I receive an invoice?

-        How does paying with iDEAL works?

-        How is the safety of my payment guaranteed?

     

    Delivery

-        How long do deliveries take?

-        Can you deliver orders to different countries?

-        What happens when I am not at home when the order is delivered?

-        What happens when I am again not at home at 2nd delivery?

     

    Returning

-        What are your rules on returns?

-        When will I recieve refund for a returned product or order?

-        Why does it take 30 days to process my refund?

-        How should I return a product when the packaging is damaged?

-        Where do I send the products I want to return?

     

 

Do you have questions about your order or other questions?

If you still have questions, than our customer service has the answers.

You can reach us anytime by e-mail [email protected] or call us on working days during office hours between 09.30 and 17.00 CET at +31 20 487 88 29

 

 

Where can I find the terms & conditions?

Click on “Terms & Conditions” or click on Terms and Conditions on the bottom of any page.

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How can I contact customer service?

You can reach us anytime by e-mail [email protected] or call us on working days during office hours between 09.30 and 17.00 CET at +31 20 487 88 29

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I have a question, which I cannot find an answer for in the FAQ?

Questions you do not get answered here, you can ask by e-mail. You can contact us by clicking on Contact Us (through the button at the bottom right hand corner of the screen). Or by e-mail, see previous question.

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How do I change my personal information?

Click on “My Account” on the top right hand corner of any page. Enter your sign-in information, then update your personal information as required.

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How do I place an order in the PME Legend Official webshop?

When you have selected a garment you wish to purchase, click "Add to Bag". To complete the purchase, click on “Proceed to checkout”. This will take you through to the checkout process, where you will enter your shipping address and select payment details - (credit card or iDEAL).

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I am having trouble with signing in

If you have trouble signing into our webshop, first check the specific text of the error message you received. The most common problem is a misspelled address or password (ensure both your CAPS LOCK and NUM LOCK facilities are off). If the problem persists, contact Customer Services (through the button at the bottom right hand corner of the screen) and we will email you a new password.

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How can I track my order?

You can find the tracking number for your order in the dispatch email that you receive as soon as your order is shipped from our warehouse. You can track your order by entering your tracking number on the GLS Track & Trace page . Should you need any assistance then please Contact us.

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How do I know what size to order?

If you do not have a current PME LEGEND garment on which to base your size, click on the 'Size Chart', which you will find on every product page in the webshop. This converts body measurements to PME LEGEND clothing sizes.

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Can I specify a different shipping address?

Yes. In the checkout process, select "Ship to different address” then – upon request - enter a different address from the billing address.

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I forgot my password. Can I get a new one?

Yes. Click on "Login" on the top right-hand corner of any page. Choose "Forgot your password?". Fill in your e-mailaddress and click on "Submit". Within a few minutes you will receive an email with a link to a page where you can enter your new password. If you forgot your e-mailaddress than contact us by e-mail [email protected]

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Can I change my order?

If your garments are still in the Shopping Bag, you can delete them at any time and choose alternative items. If you have completed the checkout process, including payment, then you can no longer make any changes. When you receive your order, you can return those products you do not wish to keep.

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Can I cancel my order?

That depends on its shipping status. Contact the Customer Service as soon as possible, quoting your order number.

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What is a wishlist?

The wishlist is your personal product wish list, where your favourite PME Legend garments can be saved for later purchase. Items can be easily moved from “Wishlist” to your Shopping Bag.

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How do I know that my order has been received?

After receiving your order, we will send a confirmation email. Receipt of this confirms your order has been successfully placed. If you are an account holder, you can also find your order listed in "My Account".

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What payment methods do you offer?

You can pay your order with iDEAL, credit card (VISA / Mastercard) or choose for PayPal.

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Do I receive an invoice?

Yes. During the checkout process you will enter a billing address. We will send you an invoice in .pdf format by e-mail. You can view this invoice by using (or donwloading) Adobe Acrobat Reader.

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How does paying with iDEAL works?

Available to Dutch customers of ABN AMRO, Fortis, ING, Rabobank and SNS Bank, iDEAL is a system that instantly connects you to your own bank’s online banking application when you purchase items on the web. It does not require you to register, download files or create an account, maximizing your security. Once your bank has authorized your purchase, the order is processed immediately.

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How is the safety of my payment guaranteed?

Like the vast majority of online stores, we use SSL (Secure Socket Layer) technology to protect user’s personal information when transmitted via the Internet. SSL is the standard for internet payments and is supported by Firefox, Microsoft Internet Explorer and other popular browsers. We use it to encrypt sensitive information before it is sent over the Internet.

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How long do deliveries take?

We normally deliver within 2 working days.

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Can you deliver orders to different countries?

Currently we deliver to the Netherlands, Belgium, Germany and Austria. More countries will follow soon.

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What happens when I am not at home when the order is delivered?

Your goods are shipped by our reliable partner DHL. You will receive a not-at-home note ("Niet Thuis Bericht") if DHL cannot deliver your package. The note describes one of the next steps to get your package:

1)          Your package has been deliverd at another address (for example at your neighbors)

2)          DHL will deliver your package the next day.

3)          If your not at home during the second delivery attempt, your package is stored in the nearest depot where you can pick up your order.

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What happens when I am again not at home at 2nd delivery?

After the second attempt we give you the opportunity to pickup your package at the nearest DHL parcel shop. This allows you, or a person authorized by you, to pick up the package when it suits you. You will receive a not-at-home message ("Niet Thuis Bericht").

This document gives you details like address and opening hours of the nearest DHL parcel shop, and gives you the possibility to authorize someone to pickup the order on your behalf.

A packet is only given on presentation of the "Not Home Message" and a valid ID.

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What are your rules on returns?

Unworn items still bearing the original label and in original packing can be returned within 14 days of receipt. Full details of the return policy are outlined in the Terms and Conditions. To read it click on “Terms & Conditions” or click on Terms and Conditions on the bottom of any page.

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When will I recieve refund for a returned product or order?

Funds will be debited to your bank or credit card account within 30 days after your order is delivered to a DHL location.

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Why does it take 30 days to process my refund?

From the point at which you drop off your order to a DHL location, it can take a further week to arrive back at our warehouse. Once a satisfactory check is completed on the returned item(s), we instruct our payment service provider to refund the relevant payment. Depending on your bank / Credit Card Company, it may take several days to one week before the money is credited to your bank or Credit Card account.

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How should I return a product when the packaging is damaged?

Place the items you wish to return in a sturdy carton box to ensure no damage is caused during transit.

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Where do I send the products I want to return?

All return orders are processed through DHL locations. Find your closest return location on the website of DHL to find the most convenient one in your neighbourhood. The return address of DHL is: PME LEGEND OFFICIAL WEBSHOP, Antwoordnummer 375, 3260 WB OUD BEIJERLAND, Nederland. Don't forget to add the return form, which is attached to the invoice receipt and to state the reason for the return. We suggest you also make a copy for your administration.

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