FAQ

Do you have a question about ordering, payments, delivery, exchanging, returning items or about your account? Check the frequently asked questions below, or contact us at customercare@profuomo.com.


Ordering

-          Do I need an account to place an order?
           At Profuomo you need to make a personal account to place orders. In your account, you can check the status of orders, see your order history, edit your personal details, manage
           your password and manage your delivery addresses. You can also order online without a personal account.

-          I have lost my password, what should I do?
           By ‘My Account’ you can log in to your personal account. If you have forgotten the password, you can use the ‘Forget Your Password’ button to retrieve it. You will receive an email
           with a link that enables you to change your password.

-          How do I know if an item is in stock?
           Go to the article on the website that you wish to order. If your size is not available in the selection menu, means that this is unfortunately no longer in stock. If you have special                        requests regarding dimensions and availability, please contact us at customercare@profuomo.com.

-          How do I know if my order has been received by Profuomo?
           After successfully placing your order, you will receive an order-confirmation via email. You will also receive Track & Trace information from the carrier.

-          I have not received my order-confirmation?
           If you have an email account with Gmail or Hotmail, it is possible that it has ended up in your junk e-mails.

Payments

          -          What payment methods can I use at Profuomo?
                     Profuomo accepts the following payment methods: Visa, MasterCard, eMaestro, V PAY, PayPal, Bancontact/Mister Cash, SOFORT Banking, giropay and iDEAL.   

           -         I have paid, but have received no order-confirmation. What should I do?
                     Sometimes it takes a little longer for your order to be processed. If you are unsure if things are going well, please contact us at customercare@profuomo.com

           -         My payment has failed, what to do?
                     There are many reasons why a payment may fail. You can take a number of actions to resolve those errors. Please check your personal details and credit card information if                              everything is entered correctly. You can also use another payment method, such as PayPal, or credit card. If problems persist, contact your bank. It may be that you do not have                        enough financial resources or that your account has been blocked for security reasons. For other problems or questions, please contact us at customercare@profuomo.com

                        Click here for more information about payments.

Delivery time and cost

         -          Can I trace my order?
                    After placing you order, you receive an email with Track & Trace information. With this, you can stay updated about the status of your order.

          -         To what countries does Profuomo deliver?
                    Click here for an overview of delivery countries.

          -         What are the delivery times?
                    Click here for an overview of delivery times and costs.

                    Click here for more information about delivery and costs.

 
Returning and exchanging items

          -          Can I return or exchange items?
                     At Profuomo you can always return items free-of-charge within 14 days after the date of receipt. If you want to exchange an item, please return the item and place a new order.
                     Unfortunately exchanging is not possible.

          -          When do I receive my purchase amount back?
                     For payments by credit card, the purchase amount is automatically returned to your credit card account within 1 to 4 weeks. For other payment methods click here.

          -         Can I return items to one of the Profuomo stores?
                     It is not (yet) possible to return items to the Profuomo stores. Please use our free return-service by UPS.

                     Click here for more information about returning and exchanging items.

 

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