Customer care

Have you taken measures in your brand stores?

At Profuomo, the health and safety of our customers, employees and the community is the top priority. To keep you and others healthy amid growing concerns about the coronavirus (COVID-19), we are also taking steps to be extra vigilant and to help prevent the further spread of this virus. We monitor the situation from day to day and follow the advice of RIVM and WHO. Any decision we make about this will be in line with local safety regulations.

Due to COVID-19, all Profuomo brand stores are closed until further notice. Our webshop will remain open. You can still always reach out to our customer service if you have questions or would like to receive more information.

Can I still order online on your webshop?

Our webshop is still available and our delivery times remain applicable. Also returning items is still possible. We are still able to process your return. Additional precautions have also been taken in our distribution center to prevent the virus from spreading as much as possible.

If the situation changes and we need to adjust our operation for this, you will receive an update again.

Have additional measures been taken for the delivery of my package?

As of today, the delivery person signs for receipt after receiving permission from the recipient. This is to minimize contact between people. The recipient is asked to enter the last 3 characters of the ID and enter them in the signature field.

In addition, there is currently an extension of delivery times and other measures for deliverers. Additional measures are taken to keep working conditions as healthy and safe as possible and to reduce the risk of contamination.

If you have any further questions, you can always reach out to our customer care.

We advise you to always check your spam inbox as email confirmations sometimes end up here. If you’re sure you didn’t receive a confirmation of your order, please let our customer care know as soon as possible by filling out the contact form.

Please note: Due to the high volume of parcel delivery and the impact of government measures, there may be some delay in delivering your order. It is possible your order will be delivered around 1-2 business days later than u are normally used to. Our apologies.

If you live within the Benelux, orders placed on Monday to Friday before 5 pm will be sent the same day. Orders that are placed on Friday after 5 pm and orders placed during the weekend will be sent on Monday. For orders outside the Benelux, a delivery time of 1 to 4 working days applies. View the table in ''Delivery & costs’’ for our delivery times per country.

If you would like to return an item, you can do so free of charge within 14 days after the date of receipt. Exchanging is unfortunately not possible. Visit www.profuomo.com for the return conditions.
How to return with DHL:
- Fill out the number of items you are returning;
- Fill out the number of your reason for returning the item and include the return form with your parcel;
- Return the item in the original Profuomo packaging and pack the item in the originally delivered packaging;
- Cover your own address details with the DHL return label. Make sure the package is closed well;
- Drop your return parcel off at a DHL Service Point. Find your most nearby Service Point at 
https://locator.dhl.com/ServicePointLocator/;
- Don’t forget to ask for a return receipt. This will serve as proof of return when the package does not arrive at our external warehouse.
How to return with UPS:
- Fill out the number of items you are returning;
- Fill out the number of your reason for returning the item and include the return form with your parcel;
- Return the item in the original Profuomo packaging and pack the item in the originally delivered packaging;
- Cover your own address details with the UPS label. Make sure the package is closed well;
- Make your pick-up appointment at www.ups.com or drop your package at a UPS Access Point or call the UPS customer service in your country;
- Click on ‘Schedule a Pickup’ or ‘Schedule a Collection’ at www.ups.com and use the pre-printed UPS label;
- Enter the tracking number starting with 1Z. You can find this on the pre-printed UPS label.
- Choose UPS Domestic Services: UPS Standard to schedule your return;
- Don’t forget to ask for a return receipt. This will serve as proof of return when the package does not arrive at our external warehouse.
How to return with PostNL:
- Fill out the number of items you are returning;
- Fill out the number of your reason for returning the item and include the return form with your parcel;
- Return the item in the original Profuomo packaging and pack the item in the originally delivered packaging;
- Cover your own address details with the PostNL return label. Make sure the package is closed well;
- Drop your return parcel off at a PostNL point. Find your most nearby Service Point at https://www.postnl.nl/locatiewijzer;
- Don’t forget to ask for a return receipt. This will serve as proof of return when the package does not arrive at our external warehouse.

In case you are returning your item(s) in another way and/or carrier than described above, we can not hold responsible for the costs incurred or any loss or damage of package.
Please feel free to contact us via our contact form if you have any questions.

Items that have been ordered online can be exchanged within 14 days in one of our stores. Returning one of your items in one of our our stores is not possible. The conditions for exchanging your item is that article is unworn, although trying the items on is of course permitted, and that the exchange for this item is only possible for items with the same purchase value. Please note that online purchased items are not always in stock in the store. When exchanging online purchased items, please make sure you bring the order slip and that the labels are still attached to the items. Click here for the contact details of our stores. 
It is not possible to exchange items through our webstore. You can however return an item for free and order it again in the desired colour or size.

Did you send us any returns? The amount of your purchase will be refunded as quickly as possible via the payment method you used to place your order.
- Refunds within the Netherlands: purchase amount will automatically be transferred back to bank account (within 5 working days)
- Refunds outside of the Netherlands: purchase amount will automatically be transferred back to bank account (within 4-5 working days)
- Credit card: purchase amount will be automatically transferred back to credit card account (within 1-4 weeks)
- PayPal: refund will automatically be processed by PayPal

First of all, we apologize for this inconvenience. It seems that one or more items from your order are no longer available. You will therefore receive a refund within 5 working days. If this is not the case or if you have any further questions regarding your credit invoice you can of course always contact us via our contact form.