Frequently Asked Questions

Payment

Which payment methods do you accept?

You can pay securely through our payment partner Mollie using iDEAL, Klarna, credit card (Mastercard and Visa), Apple Pay, Google Pay and PayPal. In Belgium, you can also pay with Bancontact. All available payment methods are displayed at checkout. Your data is encrypted and transmitted over a secure connection.

Can I pay later?

Yes. Select Klarna at checkout: you'll pay only after your order arrives, within the timeframe Klarna displays at checkout. Klarna will assess your application; if it's not approved, please choose another payment method. If you have a GENTS gift card or credit, you can apply it directly at checkout.

Can I receive an invoice under my company name?

Yes. During checkout, tick Order for business and enter your company name and, if applicable, your VAT number; these will appear on your invoice. Already placed an order? Email your order number to klantenservice@gents.nl, and we'll send you an invoice under your company name.

Can I use multiple discount codes at once?

No, you can use one discount code per order, unless stated otherwise in a promotion. A gift voucher or GENTS credit is not a discount code — you can simply apply those separately at checkout.

Ordering

Can I pick up my order in store?

Yes, and it's always free. At checkout, you select pickup and choose your preferred store. You'll receive a message as soon as your order is ready. If you choose pickup, you can order alterations at the same time; our tailor will take measurements when you collect your order.

Can I order a blazer and trousers in different sizes?

Yes, with our Mix & Match suits you can put together your suit from a blazer and trousers in their own individual sizes. Go to build your suit.

Can I track the status of my order?

Yes. Your order confirmation contains a button to your order page, where you can see the status. Once your order has been shipped, you'll receive a shipping confirmation with a track-and-trace link. When logged in, you can view all your orders in your account.

Can I still modify or cancel my order?

Please contact us as soon as possible at klantenservice@gents.nl. As long as your order hasn't been shipped yet, we'll be happy to adjust or cancel it for you.

How can I change my delivery address?

You can do it yourself: in your order confirmation you'll find the Change Address button, and you'll also find it on your order page. You can change it as long as we haven't started packing your order. The delivery country cannot be changed. Has the button disappeared? Email klantenservice@gents.nl and we'll see what we can do.

An item is sold out in my size. What now?

Click Notify me on the product page: you'll receive a message as soon as your size is back in stock. Under Select your store you can also see which store still has the item available to try on. Our stylists in-store are happy to search other locations for you as well.

How do I log in to my account?

Without a password. Enter your email address and you'll receive a login code by email. This way you can view your orders, your savings points, your sizes and your favorites.

Shipping

What are the shipping costs?

Orders from € 75,00 are delivered free of charge to your address in the Netherlands. Below that amount, we ask € 3,95 as a contribution to shipping costs. Pickup at one of our stores is always free. You'll find rates for other countries in the question about international delivery.

What is the delivery time for my order?

We deliver with DHL, typically within 1 to 3 business days. If an item is in stock and you order on a weekday before 23:59, it often arrives at your door the next business day. If part of your order comes from one of our stores, it may take an additional business day. Orders placed over the weekend are dispatched on Monday.

Which delivery options can I choose?

At checkout, you can select from three options: home delivery with DHL, delivery to a DHL parcel point or parcel locker near you, or free collection at one of our stores.

Do you also deliver abroad?

Yes. We deliver to these countries:

• Belgium: € 4,95, free from € 75,00 (+ 1 working day)
• Germany: € 4,95, free from € 100,00 (+ 2 working days)
• Austria: € 7,95 (+ 3 working days)
• France: € 12,95 (+ 3 working days)
• Luxembourg: € 15,00 (+ 3 working days)
• Spain: € 25,00 (+ 3 working days)
• Italy: € 25,00 (+ 3 working days)
• Ireland: € 12,95 (+ 3 working days)
• Portugal: € 12,95 (+ 4 working days)
• Denmark: € 12,95 (+ 2 working days)
• Sweden: € 12,95 (+ 3 working days)
• Finland: € 12,95 (+ 4 working days)
• Poland: € 12,95 (+ 3 working days)
• Czechia: € 12,95 (+ 3 working days)
• Slovakia: € 12,95 (+ 3 working days)
• Hungary: € 12,95 (+ 4 working days)
• Slovenia: € 12,95 (+ 4 working days)
• Croatia: € 12,95 (+ 4 working days)
• Romania: € 12,95 (+ 5 working days)
• Bulgaria: € 12,95 (+ 5 working days)
• Greece: € 12,95 (+ 5 working days)
• Estonia: € 12,95 (+ 4 working days)
• Latvia: € 12,95 (+ 4 working days)
• Lithuania: € 12,95 (+ 4 working days)
• Malta: € 12,95 (+ 5 working days)
• Cyprus: € 12,95 (+ 5 working days)

Please allow for additional working days on top of our standard delivery time. Returns from abroad go through the same returns portal; return costs are shown to you in advance.

Where is my order?

Haven't received your order after 3 working days? First, check the track-and-trace link in your shipping confirmation. If you can't find it, email klantenservice@gents.nl and we'll sort it out for you.

I've only received part of my order. How is that possible?

Your order may be shipped from multiple stores or our warehouse. You'll then receive several packages, each with its own tracking code. If anything is still missing after 3 business days, please contact us.

What happens if I'm not home to receive my order?

DHL will attempt to deliver your package to your neighbours. If that's not possible, you'll receive notification about a pickup point or a new delivery attempt. If you'd prefer to avoid this, you can select delivery to a DHL parcel point at checkout.

Returns and Exchanges for Online Orders

How can I return my order?

Report your return via our returns portal. You choose how you'd like to return:

• By post: you'll receive a DHL return label by email and can drop off your package at a DHL point.
• At one of our stores: always free of charge.

Do I need to register my return?

Yes, even if you're returning the item in-store. This allows us to process your return more quickly, and you'll be able to see when it's been received and handled.

Is returning free?

That depends on your choice. If you return your item at a GENTS store or opt for GENTS credit, returning is free. If you'd like the amount refunded to your account, we charge € 4,99 for the return label.

How long do I have to return my order?

You have 14 days to reconsider your purchase from the moment you receive your order. Please notify us of your return within this period and send the package back as soon as possible or return it to the store.

Can I try on the clothing?

Yes, you may try on the items as you would in a store. Please return them unworn, undamaged and with all tags still attached.

Can I return my online order in store?

Yes, at any GENTS store. First notify us of your return via the returns portal and show your return confirmation, then we'll process it in store within a few minutes.

Can I exchange an item for a different size?

We don't process exchanges directly online: return the item (if you choose GENTS credit, that's free of charge) and place a new order for the correct size. In-store, we're happy to exchange directly, as long as we have your size in stock.

Can I return an altered item?

No. An item that has been tailored to your measurements cannot be exchanged or returned. This is also noted when you add tailoring to your order.

Who is responsible for my return shipment?

Until the package arrives with us, you are responsible for it. Always keep your DHL receipt of handover. If a package goes missing or is delayed, please contact us with that proof.

What should I do if my item is defective?

Please contact our customer service team at klantenservice@gents.nl, preferably with a photo. We'll work together to find the right solution before you return anything.

When will I receive my refund?

Once we've received your return, we'll process your refund as quickly as possible, within 14 days at the latest. The money will be returned to the payment method you used. If you paid (partly) with a gift voucher, that amount will be credited back as GENTS credit. If you chose GENTS credit, it will be available to you immediately after processing.

What happens to my discount if I return part of my order?

We distribute any discount on your order proportionally across the items. You'll receive a refund for the amount you paid for the returned item, including the portion of the discount that applied to it. Shipping costs for the outbound delivery are not refunded for partial returns.

Returns and Exchanges for In-Store Purchases

Can I return a store purchase?

Yes. Bring the item back to one of our stores within 14 days in its original condition and with your receipt. You can return it to any GENTS store, not just the one where you bought it. Lost your receipt? Ask in-store and we'll see what we can do.

Can I exchange a store purchase?

Yes, within 14 days with your receipt and the item in its original condition. If your size is no longer available at that store, the staff will help you find an alternative or check another location.

Can I return a store purchase online?

No. The return portal is for web orders; please bring a store purchase back to one of our stores.

Alterations

Can I have clothing tailored at your stores?

Yes, at all of our locations. We pin the garment and our tailor adjusts it to fit. This applies to clothing purchased from us, as well as to a suit you already own.

What does tailoring cost?

We work with a fixed price list, the same in every store:

• Shorten/lengthen trousers: € 15,00
• Taper trousers at 3 seams: € 30,00
• Taper/widen trousers: € 17,50
• Lower front waistband: € 26,00
• Taper trouser leg: € 22,00
• Shorten blazer: € 29,00
• Remove blazer lapel crease: € 20,00
• Shorten/lengthen blazer sleeves: € 30,00
• Tailor blazer: € 25,00
• Tailor blazer at 3 seams: € 35,00
• Take in gilet side seams: € 19,50
• Shorten shirt: € 15,50
• Shorten shirt sleeves: € 18,00
• Tailor shirt via cut seams: € 13,00
• Tailor shirt via side seams: € 21,00

The store will tell you in advance what your alteration will cost. Tailoring is never complimentary, even with the purchase of a new suit.

Can I order alterations online?

Yes, if you choose to pick up in-store. At checkout, you select the alterations you'd like for each garment and pay for them immediately. When you collect your item, you try it on, our tailor takes your measurements, and it goes into our alteration service. Should the tailor find that more or less work is needed in-store, the shop will adjust the charge accordingly. With home delivery, alterations cannot be ordered: there's no one to take measurements.

Save with GENTS MEMBERS

What is GENTS MEMBERS?

Our rewards programme. Membership is free; every purchase you make with us, online and in our stores, earns you points. You can redeem those points for a voucher that you simply use at checkout. Learn more about the programme on the MEMBERS page.

How do I earn points?

You earn 1 point per euro spent, calculated on the amount you pay after discount. Online, we automatically add your points to the account you order with. In store, have your membership card or email address scanned at checkout; in-store purchases count equally towards your points.

When can I use my points?

New points become available 21 days after your purchase; this gives you time to return items if needed. After that, you can redeem them. If you return an article, the points you earned for it will be forfeited. Your points themselves do not expire.

How do I redeem my points?

From 500 points you can exchange for a voucher worth € 25,00, and then for every 500 points thereafter. You can do this in your account or at the till in store. The voucher is issued in your name, is valid for 365 days and can be used online or in store.

Can I earn extra points without making a purchase?

Yes. You'll receive 50 points as soon as you create your GENTS account. After that, you earn one-time bonus points by doing a few things that help ensure you order what truly fits: saving your measurements, choosing your preferred store, completing your profile, and adding your membership card to Apple or Google Wallet. The MEMBERS page shows what each step earns you.

What is the membership card?

Your savings card for Apple Wallet or Google Wallet, with your balance always at hand. At checkout we scan the QR code, so your points are added to your account immediately. Don't have your phone with you? Your email address is enough.

Gift Card

What is a GENTS gift voucher?

A digital gift voucher that is sent directly to the recipient by email, with a personal message if you wish. It is valid for 24 months and can be spent on our entire collection in our webshop and in our stores, and you don't need to spend the full amount at once. The voucher cannot be exchanged for cash. You can order it on our gift voucher page.

How do I redeem a gift voucher?

Online, you enter the code at checkout under Discount code or gift voucher. In store, we scan the QR code from your email. If the voucher value exceeds your purchase, the remaining balance stays on the voucher.

Advice and Appointments

What size am I?

Use our size guide: in half a minute you'll receive personalized advice based on your height, weight, and fit preference. You'll also find a size chart with each product. If you're still unsure, visit one of our stores; our stylists are happy to take your measurements.

Can I make an appointment at the store?

Yes, via booking an appointment. You can choose a bridal consultation, a fitting appointment or personal shopping, plus the store, day and time of day. The store will then confirm the exact time. Of course, you're always welcome to visit without an appointment.

What does a dress code like white tie or black tie mean?

On our etiquette page we explain for each dress code what goes with it, from tenue de ville to white tie.

Do you also make bespoke suits?

No, we don't offer full bespoke tailoring. However, we do alter a suit in-store so it fits better, and with Mix & Match you can choose your jacket and trousers in their own individual sizes.

Do I get a discount as a student or through my association?

We offer special promotions for student and other associations. Visit For students & associations or ask about it in store.

Contact

How do I reach customer service?

Email klantenservice@gents.nl or ask your question to the assistant on our customer service page. For fitting advice, our stylists are available at all our stores.