Frequently Asked Questions
Frequently Asked Questions
You can reach us during opening hours via WhatsApp on +31 (0) 6 27 92 42 62 for fast and personal service.
Please note: This number is only available via WhatsApp. It is not possible to call us on this number.
Want to change or cancel your order? Please contact us as soon as possible via WhatsApp .
As long as your order hasn't been processed or shipped yet, we're happy to discuss your options with you. If your order has already shipped, you can, of course, use our returns policy.
You can check the status of your order by logging in to 'My Account' on our website. Then go to 'Orders' and click on the relevant order to view its details and current status.
You'll also automatically receive emails as soon as your order is confirmed, processed, and shipped, so you'll always be kept informed of progress.
Don't have an account or is something unclear? Feel free to contact us via WhatsApp, and we'll help you right away.
Although our stock is carefully maintained, in exceptional cases it may happen that an item is no longer available.
In that case, we will always contact you personally to discuss a suitable solution. If the item is definitively unavailable, we will refund the purchase price within 2-4 business days via the original payment method.
Once your order has been successfully placed and paid, you'll automatically receive an order confirmation email. This email will include a summary of your order and your order number.
Didn't receive a confirmation? Check your spam or junk mail first. Still haven't received anything? Feel free to contact us, and we'll check it for you right away.
You can enter your discount code during checkout. Enter it in the "Discount code or gift card" field and click "Apply." The discount will be applied immediately to your order total.
Please note: some discount codes are not valid on discounted items and cannot be combined with other promotions.
At VIP Roermond and VIP for Kids, we offer both physical and digital gift cards. Our physical gift cards are only available and can be used in our stores.
For online convenience, we also offer digital gift cards, which you can order directly through our website. These gift cards are automatically sent by email.
Sent to your chosen recipient. You can choose to give the gift card to someone else or have it sent to yourself. Order your digital gift card here .
We do not offer post-payment or payment in installments. All purchases must be paid immediately via the usual payment methods .
Payments via iDEAL, Bancontact, credit card, Apple Pay, Google Pay, and Shop Pay are processed immediately. Once your payment is complete, you'll automatically receive an email confirmation and your order will be processed.
In exceptional cases, a bank transaction may be delayed by a few minutes, but this is rare. Didn't receive a confirmation? Please contact us, and we'll check it for you right away.
Yes, all prices on our website include 21% VAT.
After placing your order, you'll automatically receive an order confirmation email. This email contains all the details of your purchase and serves as your invoice.
Would you like to receive a separate invoice as a PDF? Please feel free to contact us via WhatsApp at +31 (0) 6 27 92 42 62.
Yes. We use Shopify Payments, Shopify's integrated and secure payment platform. All transactions are encrypted via an SSL-secured connection, ensuring optimal protection of your data. Shopify is trusted by millions of online stores worldwide and meets the strictest security standards.
Want to learn more about our payment methods? See the overview below .
Payments
For our Dutch customers, iDEAL is the easiest way to pay directly via your own bank.
We accept Visa, MasterCard, Maestro, American Express and UnionPay. Simply enter your card details during checkout.
Especially for our Belgian customers, Bancontact offers a safe and trusted payment method.
Pay easily and securely with your Apple or Google device. Select the option during checkout and follow the instructions on your device.
With Shop Pay you can checkout securely and quickly, and save your details for future purchases.
Send
THE NETHERLANDS
€6.50, free above €150,
delivery time between 24 - 36 hours
BELGIUM & GERMANY
€9.90, free above €250,
delivery time between 24 - 48 hours
FRANCE
€12.50, delivery time between 24 - 48 hours
SPAIN & ITALY
€15.00, delivery time between 24 - 48 hours
REST OF EUROPE
€22.50, delivery time between 24 - 48 hours
REST OF THE WORLD
€35.00, delivery time between 48 - 72 hours
Yes. As soon as your order has been shipped, you'll automatically receive an email with a track & trace link. You can easily track your package using this link.
The shipping information can also be found in your account under 'Orders'.
Yes, that's possible. Select the "Pick up in store" option during checkout.
After placing your order, you'll receive an email confirmation. Once your order is ready for pickup, you'll automatically receive a second email with further instructions.
Yes, that's possible. During checkout, you can enter a different delivery address so your order can be shipped directly to the recipient.
Please note: we cannot deliver to PO Box addresses.
First, check the track & trace link in your shipping confirmation. Sometimes a package is delivered to a neighbor or a collection point. Also check around your home or in your mailbox.
If you still haven't received your package after this check, please contact us as soon as possible via WhatsApp . We'll immediately initiate an investigation with the carrier to resolve this for you.
Sale items are exempt from free shipping. Shipping costs are:
- Netherlands: €6.50 (expected delivery time 1–2 business days)
- Belgium & Germany: €9.90 (expected delivery time 1–3 working days)
The delivery times stated are indicative and may differ during busy periods.
Returns
Returns or exchanges are easy through our returns portal . Through the portal, you can:
- Select the item you wish to return
- Select a return reason
- Choose money back, store credit or exchange
- Select your label option (QR code or print label)
After receiving and inspecting your return, we will process the refund, store credit, or exchange as quickly as possible via the original payment method.
You have 14 days after receiving your order to register your return.
Please note: Items marked as Final Sale cannot be returned or exchanged.
Please note: All personalized products, such as engraved bottles, are non-returnable and non-exchangeable. Since these items are personalized especially for you, we cannot accept exchanges or returns.
Please carefully review the personalization information before placing your order to ensure everything is to your liking.
Privacy Policy
At VIP Roermond and VIP for Kids we respect the privacy of our customers and visitors to our website. This privacy statement describes how we collect, use, share and protect personal information obtained through our website.
VIP Roermond, located at Paredisstraat 13, is responsible for the processing of personal data as described in this privacy statement.
VIP Roermond's Data Protection Officer can be reached via sales@viproermond.com .
We collect personal data that you voluntarily provide to us when placing an order, creating an account or registering for our newsletter. This may include your name, address, email address, telephone number and payment information.
We only process data of persons under the age of 16 with their consent
parents or guardian. We do not actively check the age of our visitors and advise parents to be involved in their children's online activities.
We use the collected data to:
- Process and deliver your orders.
- Manage your account.
- Provide communication about your order or account.
- Improve and personalize our website.
- To inform you about promotions and new products, if you wish.
We do not share your data with third parties for commercial purposes. However, your data
may be shared with service providers that perform services and functions on our behalf, such as payment processors and delivery services. We ensure that all these parties also comply with privacy legislation.
VIP Roermond and VIP for Kids use the following automated systems
decision:
- Shopify, for managing and processing orders
- Mollie, Analytics, for analysis of website usage, external social networks and platforms such as Instagram and Facebook
- Google Analytics, for analyzing website use
We take appropriate technical and organizational measures to protect your data against unauthorized access, loss or other forms of unlawful processing.
You have the right to view, correct or delete your personal data. Also
you can object to the use of your data for marketing purposes. Please contact us at sales@viproermond.com if you want to exercise these rights.
VIP Roermond and VIP for Kids do not store your personal data for longer than is strictly necessary. The
retention periods are as follows:
- Personal details and customer data: 7 years (for tax authorities and correspondence)
- Activities on website: 2 years (for website optimization)
Our website uses cookies to improve functionality and analyze the use of our website. You can find more information about our use of cookies in
our Cookie Policy .
We may update this privacy statement from time to time. We recommend that you review this regularly so that you are aware of any changes.
For further questions, or if you would like to file a complaint, please contact sales@viproermond.com .
Cookie Policy
This cookie policy explains what cookies are and how we use them on the VIP Roermond and VIP for Kids website ( viproermond.com ). By using our website, you agree to our use of cookies in accordance with this policy.
Cookies are small text files that are placed on your computer or mobile device
when you visit a website. They are widely used to make websites work or work more efficiently, and to provide information to site owners.
We use cookies for various reasons, such as:
- Improving the functionality and performance of our website.
- Analyzing how visitors use the site and to collect statistical information about the use of the website.
- Adapting the content of our website to your interests and needs.
- Enabling social media integration and interaction with social networks.
- Strictly necessary cookies: These cookies are essential for navigating the website and using its features. Without these cookies, certain parts of the website cannot function properly.
- Performance cookies: These cookies collect information about how visitors use our website, such as which pages they visit most often and whether they receive error messages from web pages. These cookies do not collect information that identifies a visitor. All information these cookies collect is aggregated and
therefore anonymous. - Functional cookies: These cookies enable the website to remember choices you make
(such as your username, language, or the region you are in) and provide enhanced, more personalized features. - Targeting cookies or advertising cookies: These cookies are used for advertisements
that are more relevant to you and your interests. They are also used to limit the number of times you see an advertisement and to measure the effectiveness of advertising campaigns.
You can manage or delete cookies at any time via the settings of your internet browser. You can set your browser to notify you when cookies are being placed, and you can choose to block cookies. Please note that blocking cookies may affect the functionality of the website.
We may change or update this cookie policy from time to time to reflect changes in our practices. We recommend that you check this page regularly for any changes.
If you have any questions about our cookie policy, please contact us at sales@viproermond.com .
Terms and conditions
These general terms and conditions apply to all transactions between VIP Roermond / VIP for Kids and its customers. By using the services or products of VIP Roermond / VIP for Kids, you agree to these conditions.
- VIP Roermond: VIP Roermond, located at Paredisstraat 13, Roermond, Netherlands.
- VIP for Kids: VIP for Kids, located at Neerstraat 21, Roermond, the Netherlands.
- Customer: Any natural person or legal entity who enters into a transaction with VIP Roermond / VIP for Kids.
- Services: All products and/or services offered by VIP Roermond / VIP for
Kids, including but not limited to sales of clothing, shoes and accessories, payment processing, customer service and delivery. - Products: All goods and items offered by VIP Roermond / VIP for
Kids via its website or physical store.
- By placing an order with VIP Roermond / VIP for Kids, the customer agrees to the prices and descriptions of the products as stated on the website.
- Payment for the ordered products must be made according to the payment methods such as
offered on the VIP Roermond / VIP for Kids website. - VIP Roermond / VIP for Kids reserves the right to refuse or cancel orders
cancel if there are errors in the pricing or description of the products.
- VIP Roermond / VIP for Kids strives to deliver orders as soon as possible, but cannot guarantee delivery on specific dates.
- Delivery of products takes place at the address specified by the customer during
the ordering process. - Delays in delivery due to force majeure, transport problems or
other unforeseen circumstances are beyond VIP's responsibility
Roermond / VIP for Kids.
1. Right of withdrawal
You have the right to cancel your order within 14 days after receipt of the products without giving any reason. The cancellation period expires 14 days after the day on which you or a third party designated by you (who is not the carrier) takes physical possession of the products.
2. Return request
- You can easily request a return via your account within 48 hours of receiving your order, provided that the products are in their original condition and the packaging is unopened.
- If you would like to request a return later than 48 hours after receipt, please contact our customer service via WhatsApp on +31 6 27 92 42 62 or by email via sales@viproermond.com . Our customer service will assist you further and provide you with the necessary instructions for the return shipment.
3. Return conditions
- Products purchased with a discount of 60% or more cannot be returned, but you will receive a credit note or can exchange the product for another product of equal value.
- The products must be in their original condition and may not be used or damaged. If a product is damaged by you, we reserve the right to charge a reduction in value, depending on the condition of the product.
- Returns may be refused if the products are in an unacceptable condition, for example if they have been damaged by you, used or do not meet the return conditions (such as missing the original packaging). In such cases we reserve the right to charge a depreciation fee, which may affect the amount of the refund depending on the condition of the product.
4. Cancellation of orders
- Cancellation of orders is possible as long as the order has not yet been shipped.
- Once an order has been shipped, the regular return conditions apply as described above. You then have the right to return the order within 14 days of receipt.
5. Consequences of revocation
- If you cancel this agreement, you will receive all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a different method of delivery than the one offered by us), without delay and in any event not later than 14 days after we have been informed of your decision to cancel this agreement.
- We will only make the reimbursement once we have received the returned goods. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
- You must return or hand over the goods to us without undue delay and in any event not later than 14 days after the day on which you communicated your withdrawal from this agreement to us. You are on time if you send back the goods before the period of 14 days has expired.
- You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
- VIP Roermond / VIP for Kids offers a guarantee on its products in accordance with the legal provisions.
- VIP Roermond / VIP for Kids is not liable for any damage or loss caused by the use of its products, unless there is intent or gross negligence.
- All intellectual property rights relating to the website, its content and the
products from VIP Roermond / VIP for Kids remain the property of VIP Roermond / VIP for Kids. - It is not permitted to use its logo, brand name or other intellectual property without permission from VIP Roermond / VIP for Kids.
- Dutch law applies to all agreements between VIP Roermond / VIP for Kids and its customers.
- Disputes between VIP Roermond / VIP for Kids and its customers will be submitted to the competent court in the district where VIP Roermond / VIP for Kids is located.
If you have any questions about these terms and conditions, please contact us at sales@viproermond.com .
