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Once you have completed your order, filled in your details, chosen a payment method and agreed to the terms and conditions, your order is finalised. You will then be automatically redirected to your chosen payment provider to complete the payment. We will process your order once payment has been received.

We take your online security very seriously. All orders and the personal details they contain are transmitted via a secure internet connection using SSL (Secure Sockets Layer) encryption.

Once your payment card has been authorised, the payment will be charged immediately and you will receive an email confirming that your order has been successfully placed. Only paid orders will be processed. We do not charge any fees (after the fact) for failed payment transactions.

If you are unable to pay for your order, there may be various reasons for this. If you have any questions or comments regarding your payment, please contact our customer service team via our contact page and the button: All other questions.

All the return policy terms and our return form can be found in THIS DOCUMENT.

Of course, we hope you are satisfied with your new SINNER product(s). If this is not the case, no problem. You have the right to cancel your purchase within 14 days of receipt. After this, you have a further 14 days to return the product, also known as the right of withdrawal. You can find more information about exercising your right of withdrawal and the European Standard Withdrawal Form here. To return products, you can use the returns form included with your order. Have you lost it? Then use the form available here. You can send the return parcel to: SINNER B.V. Attn: Webshop Returns Keurstraat 5A 1382 KT WEESP. Returned products must be in an unworn and unused condition and in the original packaging, where reasonably possible.

We do not accept returns from outside the European Union, including the United Kingdom. We recommend that you carefully review the product specifications before placing an order to ensure you are selecting the correct product.  

It is not possible to exchange products for a different color or size. If you would like to receive a different product, you will need to place a new order.

The costs for returning an item/items are at your own expense. The amount of these costs depends on the carrier you choose. We recommend that you return the parcel using a track & trace number.

Once we have processed your return, we will refund the amount paid for the returned item no later than fourteen days after receiving the return package. We will refund you using the same payment method you used to purchase the item, unless you have expressly agreed otherwise.

• Products that have been worn, used or damaged.
  
• Products without attached labels and original packaging.
  
• Products that are no longer saleable.
  
• Custom-made items, such as prescription glasses. 

Have you received an item that is defective or damaged, or have you received the wrong product? Please contact our customer service team first via our contact page and the ‘Order enquiry’ button before returning anything. This applies to all defective or incorrect deliveries. In this form, we ask you to provide as much information as possible, including specific order numbers or product codes. This allows us to assist you in the best and quickest way possible. Please note that we must be informed within 14 working days if items received are defective or damaged. Once we have assessed your report, we will let you know how we can resolve the issue.

If you decide to return defective, damaged or incorrectly delivered products without consulting us and on your own initiative, we will be unable to track your parcel properly or process it quickly. We will not reimburse any postage costs incurred for returns if the items have been returned without prior consultation. 

We ship your order via UPS, a globally recognised logistics company known for fast and reliable delivery, with a range of shipping options and an extensive network, UPS ensures flexible and punctual delivery, tailored to your needs. UPS is committed to environmentally conscious delivery, with initiatives such as the use of energy-efficient vehicles.

We aim to process and dispatch your order within 24 hours of it being placed, excluding weekends and public holidays. If you place your order before 12:00 noon (CET/CEST), your parcel will usually be handed over to UPS on the same day. As soon as your parcel has been dispatched, you will receive an email from UPS with a tracking link to track your shipment. This email may sometimes end up in your spam/junk folder, so please also check this folder for your email notification. If you haven’t received an email, please contact our customer service team.

As soon as the delivery of your parcel has been scheduled, you will receive a message from UPS. On the day of delivery, you will be given an estimated delivery time slot, and you can track the progress of your parcel using the UPS tracking options.

SINNER has no direct insight into the carrier’s delivery process. We recommend that you first contact the carrier to verify the status of a delivery.

We cannot resend a parcel if you were unable/unavailable to accept or collect your order. 

We will keep you informed via email throughout the processing of your order. You will receive an order confirmation, an invoice and, as soon as your parcel has left our logistics centre, a dispatch confirmation. This dispatch confirmation will include a tracking link. The tracking link is activated once the carrier has collected the parcel and registered it for transport; this is usually after 5.00 pm on the working day you received the dispatch confirmation. You can use the tracking link to track the status of your parcel via the carrier. If no delivery date is visible yet, the parcel is still en route to the carrier’s collection terminal.  If you have not received any confirmations or an invoice from us via email, please contact our customer service via our contact page and the button: Question about order.

Once UPS has processed your parcel, you will also receive an email or text message from them stating the expected delivery date. We do not have direct access to UPS’s systems. Once your parcel has left our logistics centre, only UPS can provide a direct update on its delivery status. You can contact UPS directly to enquire about the delivery of your parcel.

If you have a personal account with us, you can also log in and check the status of your order under ‘My orders’. 

Your parcel is usually delivered within 1–3 working days after placing your order. We dispatch our parcels via UPS and are therefore dependent on their service and speed.

Shipping costs depend on the delivery address and country of destination; they are calculated during the checkout process and shown in the total cost summary before payment can be made. Delivery within the Netherlands is currently free of charge.

Unfortunately, we cannot change your order once you have placed it; this includes changing the size or color of an item, removing an item, or changing the delivery or billing address. However, you do of course have the right to return the order in full or partially within the 14-days Right of withdrawal period.

If you have received the wrong item or something is missing, please contact our customer service team via our contact page and the ‘Question about order’ button. In this form, we ask you to provide as much information as possible, including specific order numbers or product codes. This will enable us to help you in the best and quickest way possible.

You do not need a personal account to place an order in our online shop. However, with an account, you can view previous orders and the status of your current order. Creating a personal account is easy and can be done from the homepage or whilst completing your order.

If you have forgotten your password, click the ‘Forgotten Password’ button at the bottom of the login page to request a new password. Once you enter your email address, you will automatically receive a link to reset your password. If you are (still) having trouble logging in, please feel free to contact our customer service team via our contact page and the ‘Account enquiry’ button.

Unfortunately, we cannot change your order once you have placed it; this includes changing the size or color of an item, removing an item, or changing the delivery or billing address. However, you do of course have the right to return the order in full or partially within the 14-days Right of withdrawal period.

Upon receipt of your order, please check the items for defects. If you believe there is a defect, please contact our customer service immediately via the contact page and the button: Question about order. In this form, we ask you to provide as much information as possible, including specific order numbers or product codes. This will enable us to assist you in the best and quickest way possible.

Please note that we must be informed within 14 working days if items received are defective or damaged. 

If you have a problem or a complaint about a SINNER item you bought in a shop, we refer you to the shop in question. They must deal with your problem or complaint and, if possible, provide a suitable solution.

Twice a year, we launch a collection that is available in our online shop and at other shops that stock our brand. Our Spring/Summer collection is released every year around March/April. Our Winter collection is released every year around October/November.

You’ll find all the information about our products on the product pages, including dimensions, composition and technologies. If you have any other questions, please contact our customer service team via the contact page and the ‘Question about a product’ button.

Our seasonal items are available in limited quantities and are generally not restocked during the season. If the color or size is not listed on the product information page, the item is no longer in stock. Occasionally, a few items may become available at short notice due to returns. Keep an eye on our website or check stock at one of our retailers.

Yes, the prices shown in our online shop include VAT.

For all information regarding your privacy and our processing of personal data, please refer to our privacy policy.