POPULAR FAQs
HOW DO I RETURN/EXCHANGE?
- Enter your order number and email address on the return page.
- Follow the instructions and select the items you want to return.
- Send the items back within 21 days after receiving them.
- You will get a confirmation email with the shipping guidelines once the return request is approved.
- If you want a different size or product please select exchange. We'll resend exchanges once we got the returned items. If an item is sold out, we'll inform and send it once it's available again.
- Fill in the return form which you need to download in the approval mail sent after signing up.
- Sale items have different terms. To view these terms and conditions please read: WHAT ITEMS ARE RETURNABLE?
HOW SOON WILL I GET MY REFUND?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment within 10 working days.
HAVE YOU RECEIVED MY RETURNED ITEMS?
We recommend sending with a tracking code to avoid any lost item. We are not responsible for any missing returned parcels. Processing time takes up to 7 days after receiving.
WHERE IS MY ORDER?
1. Your tracking code will be included with the confirmation email when your package has left our fulfillment centre. You can use this code to track your order.
2. Check the estimated delivery date. Please note that this is an estimated date, so your order may arrive before, or slightly after this date.
3. Has your estimated arrival date already been passed? Please give us a few days for your order to be delivered. If your order doesn’t arrive, please contact our Customer Care team and we’ll do our best to help you.
We aim to meet our delivery promise, but delays and changes can happen.
HOW FAST ARE SHIPPING TIMES?
Please head over to the shipping page for more detailed information regarding shipments. For NL orders the shipping time is 1-2 working days.
Can I redeem my burning hearts to purchase sale items?
Yes, you can redeem your burning hearts on sale items, but the discount codes related to your tier will not be applicable to items that are already marked down.
Can I use the discount code related to my tier on sale items?
No, the discount codes related to your tier will not be applicable to items that are already marked down.
RETURNS AND REFUNDS
REFUND
We ship for free in The Netherlands, and worldwide if the order amount is above a specific amount. However we will still charge the shipping costs we made from the total refund amount once a package is returned for a refund.
We recommend sending with a tracking code to avoid any lost item. We are not responsible for any missing returned parcels. Processing time takes up to 7 days after receiving. We'll contact you after receiving and refund the product costs excluding our costs made for shipments. Original shipping charges are non-refundable. You are responsible for the charges of the return shipping.
RETURN FROM SALE
Sale items can be returned but they will be credited as gift cards.
The gift card comes in a code and has no expiration date.
HOW DO I RETURN/EXCHANGE?
- Enter your order number and email address on the return page.
- Follow the instructions and select the items you want to return.- Send the items back within 21 days after receiving them.
- If you choose store credit when returning via Returnista, an additional €5 will be refunded.
- You will get a confirmation email with the shipping guidelines once the return request is approved.
- If you want a different size or product please select exchange. We'll resend exchanges once we got the returned items. If an item is sold out, we'll inform and send it once it's available again.
- Fill in the return form which you need to download in the approval mail sent after signing up.
- Sale items have different terms. Read: RETURNS FROM SALE.
WHAT ARE THE RETURN CONDITIONS OF BUY 3 GET 1 FREE?
1. If you want to return products, always send back two products, then the money of ONE product will be refunded to your account.
2. It is NOT possible to return one product. If you choose to return one product there will be no refund.
3. The exchange of products if possible. You can easily request an exchange through the returns portal.
ARE THERE ANY CHARGES FOR RETURN?
Original shipping charges are non-refundable. You are responsible for the charges of the return shipping.
If you choose store credit when returning, an additional €5 will be refunded.
HOW SOON WILL I GET MY REFUND?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment, within 10 working days.
HAVE YOU RECEIVED MY RETURNED ITEMS?
We recommend sending with a tracking code to avoid any lost item. We are not responsible for any missing returned parcels. Processing time takes up to 7 days after receiving.
WHAT ITEMS ARE RETURNABLE?
You can return your items within 21 days of receipt of your shipment. Returns which arrive later than 21 days after receiving at our warehouse will automatically be rejected and will be sent back to the customer. So please ship immediately after registering the return.
- They must be in original condition
- For clothing, unwashed and unworn- In the original packaging with all tags
- Invoice included, otherwise we can't refund (!)
Free gifts are not returnable!
Warranty
How long is the warranty on my product?
The warranty on your product lasts for 6 months from the date of purchase. During this period, we will cover any manufacturing defects or issues with the product. This includes issues with stitching, zippers, or other construction flaws.
How do I make a warranty claim?
To make a claim, please contact our customer service team with your order number, a description of the issue, and photos of the defect. We will assess your claim and guide you through the process.
What happens if my claim is approved?
If your claim is approved, we will either repair the item, replace it with the same or similar product, or offer store credit, depending on the situation and availability.
Is there a cost for repairs or replacements under the warranty?
No, there are no additional costs for repairs or replacements if your claim falls within the warranty guidelines. However, you may need to cover the shipping costs to send the product to us.
Can I extend the warranty period?
Currently, we do not offer warranty extensions beyond the initial 6-month period. For long-term care, we recommend following our product care guidelines to keep your items in great condition.
What if my issue occurs after the 6-month warranty period?
Shipping
SHIPPING INFORMATION
The shipping time starts once the package is picked up from our warehouse, all our shipments are tracked. For DHL Global Mail shipments, the tracking is available once it arrives in Germany. This takes 1-2 days.
All our orders are shipped out directly from our NL warehouse within 24 or 48 hours after the order is being placed. NL orders ordered before 15.00 PM will be shipped out the same day. Orders placed after this time will be sendout the next day. Weekend orders are shipped on monday.
For worldwide orders, the shipping time begins when the order arrives in Germany and the tracking information is available.
Fees
Don't Waste Culture is not responsible for any import or custom fees from the shipment of your order. Please check your country terms to see if there will be extra costs.
HOW FAST ARE SHIPPING TIMES?
Please head over to the shipping page for more detailed information regarding shipments. For NL orders the shipping time is 1-2 working days.
WHERE IS MY ORDER?
1. Your tracking code will be included with the confirmation email when your package has left our fulfillment centre. You can use this code to track your order.
2. Check the estimated delivery date. Please note that this is an estimated date, so your order may arrive before, or slightly after this date.
3. Has your estimated arrival date already been passed? Please give us a few days for your order to be delivered. If your order doesn’t arrive, please contact our Customer Care team and we’ll do our best to help you.
TRACKING SHOWS RECEIVED, BUT I NEVER RECEIVED MY ORDER
This could happen when items are sent to workplaces. Most of the time it has been delivered to a different company or a colleague. When this happens you can request a proof of delivery certificate by the courier. Please note that we do not refund orders that are tracked as delivered. We recommend shipping your items to a secure address.
We aim to meet our delivery promise, but delays and changes can happen.
FROM WHERE DO YOU SHIP YOUR ITEMS?
We have our own warehouse in the Netherlands. Our workers do their best to pack your orders.
ORDER ISSUES
I RECEIVED A FAULTY OR WRONG ITEM
First of all, we're sorry for any inconvenience. This may happen from factory or warehouse faults, since we are all humans. Please contact shop@dontwasteculture.com within 14 days after arriving.
Please send the following information:
- Ordernumber
- Name of the item
- Problem description
- Photographic evidence
CAN I CANCEL MY ORDER ONCE I’VE PLACED IT?
Unfortunately, we can’t cancel your order once it has been processed. Once your item has arrived, you can request a refund and then send it back, sale items have different terms. To view these terms and conditions please read: WHAT ITEMS ARE RETURNABLE?
MY ORDER IS CANCELED, BUT I DON’T KNOW WHY
We work with fraud filters that select and cancel all orders that have fraudulent signs. This could be that the billing address is far from the shipping address. Or many attempts to buy with a credit card. If this is the case, and you are a legit buyer, please contact us, we'll solve the problem.
DWC Member Club
How can I join the Don’t Waste Culture member club?
To join, create an account by filling in your email address and password, and you'll become part of our community.
How do I log in to my account?
Fill in your email address and password, and you're ready to go.
How does the Don’t Waste Culture member club work?
Each tier offers different rewards. The higher the tier, the better the rewards you'll receive. In total, there are four tiers: bronze, silver, gold, and platinum. You can earn in various ways. For every euro you spend in our store, a burning heart will be credited to your account. Additionally, you'll receive 50 burning hearts for every referral.
How do I earn burning hearts?
You can earn burning hearts in three ways: 50 burning hearts for creating an account, 50 burning hearts for every referral, and 1 burning heart for every euro spent in our webstore.
Do my burning hearts expire?
Yes, once've earned points you got 180 days to redeem your burning hearts. However, your tier will stay the same.
Do my rewards expire?
Yes, once you've redeemed a reward it will expire in 180 days.
Do I earn burning hearts on sale items?
Yes, even when you purchase sale items you will earn 1 burning heart for every euro spent in our webstore.
If I return an item, will my burning hearts be deducted from my balance?
Yes, all returns will result in deductions from your burning heart balance.
How many friends can I refer?
You can refer as many friends as you like.
How can I refer a friend?
Open the panel, copy the referral link, and send it to your friend. When your friend places an order through the link, you'll receive 50 burning hearts.
Is there a time limit attached to the tiers?
No, once you enter a certain tier, you'll remain in that tier until you progress to the next one.
I forgot to log in and placed an order; do I still get my burning hearts?
Please contact shop@dontwasteculture.com, and they will be happy to assist you.
Already made a purchase?
No worries! Your tier will automatically be updated once you create a DWC Member Club account. Furthermore, please contact shop@dontwasteculture.com for assistance.
Can I redeem my burning hearts to purchase sale items?
Yes, you can redeem your burning hearts on sale items, but the discount codes related to your tier will not be applicable to items that are already marked down.
Can I use the discount code related to my tier on sale items?
No, the discount codes related to your tier will not be applicable to items that are already marked down.