FAQ's & contact

We understand that the clothes you purchased should stay beautiful after washing them. That is why it is important to carefully study the care label before washing and to follow the instructions.

For most items the following applies: wash at 30°, iron 1 dot, do not tumble dry or dry clean. However, always check the washing instructions.

No unfortunately not. 

Unfortunately, an item may not be available in the web shop.

This can have two reasons:

1. The article is completely sold out.

2. The article is not available. Unfortunately, in exceptional cases the supplier may not deliver items that are in our catalog. We are also very sorry for this and hope you can make another nice choice from the items in the collection.

You may place the items of your choice in your shopping cart. Click on your shopping cart and then click on 'order'. When you scroll all the way down you will see the option for discount codes to the left of the total amount. Click on 'apply' and the discount will be deducted.

Check that no typing errors have been made. When you click on 'apply', the discount code will only then be actually processed.
Take a good look at the conditions of your discount code, for example, some codes are only valid when spending a certain amount or are not valid for discounted items.

It is not necessary to cancel your order, we are happy to settle the discount for you afterwards. You can email your order number and the discount code to info@dirkje.nl We will credit this amount.

If you have chosen to pay afterwards, you will receive an adjusted invoice by e-mail. If you have opted for iDeal, we will refund the amount to you within a few working days.

Do you have a discounted item in your shopping cart? Then it is not possible in our system to enter the code of the voucher (as soon as you do that, the item prices will go back to the original value). Of course you are entitled to both! We can manually settle the voucher for you. You then initially pay the full amount with the sale prices. Send an email to info@dirkje.nl with your new order number and the code of your voucher and we will refund the value of your voucher.

When shopping online, it is helpful if you know what size to order. We recommend choosing the size based on your child's height, not the age that some brands associate with a size. For example: size 68 will be suitable for a child of +/- 68 cm tall.

1. Place your item(s) in the shopping cart;
2. Once you have finished shopping, please check your order;
3. Click ‘Finish order’;
4. Create a guest account, log in or register as a new customer;
5. Check your personal details and change your shipping address if necessary;
6. If your information is correct click ‘Pay’;
7. Choose how you wish to pay and click on ‘Place order’.

No. It is not possible to come pick up your order at our head office.

If you choose an online payment method, we will receive your payment immediately after successful processing of your order. Transactions with credit cards are processed securely; for the processing of these transactions we use the Ogone internet cash register. You can recognise a secure website by the padlock at the bottom of your screen during payment. We offer the following online payment methods:

• iDEAL, online payment through: ABN AMRO, ING, Rabobank, ASN Bank, bunq, Handelsbanken, Knab, Moneyou, Regiobank, Revolut, SNS Bank, Triodos, Van Lanschot.
• Klarna - retrospective payment 
• Credit card: we accept MasterCard, Visa, American Express
• Bancontact
• Belfius
• KBC
• SOFORT Banking
• Paypal account
• Giropay
• A gift or credit voucher, issued by nowaymonday.com (enter the code at the discount code option)

When using an offline payment method, it may take a few working days before we receive your payment. Because your order will only be processed after we have received your payment, you should take into account a longer delivery time. Our account number is NL47 INGB 0005 3015 82 our BIC is INGBNL2A.

Each completed order is finally confirmed by e-mail with an order confirmation. It is therefore important that you enter your e-mail address correctly! The order confirmation by e-mail is not a proof of payment, but indicates that the order procedure was successful and that we have received your order.

With Klarna you pay afterwards, so you only pay for the items you want to keep.

Klarna:

1. Shop your favorite products and place them in your shopping cart;
2. Fill in your personal details and continue;
3. In the payment section choose Klarna;
4. Complete the order (note: you will receive a verification code via SMS which you must enter on the payment page) and you have paid;
5. We will start processing your order;
6. After sending the order Klarna will also send you a digital payment slip. The 14 or 30 day payment period starts when you receive the products. This means you can take your time to try and experience your product(s);
7. If you have decided to keep the products, you can easily pay for your order via the Klarna app. With one push of a button you can pay your Klarna invoice with iDeal.

No problem, we can still do this for you. Do you have an account? Then you can log in and go to your account and see your orders. When you open the most recent order you will see that you can still complete the payment.

Don't have an account? Please send an email to info@dirkje.nl. We will email you a payment link and as soon as it is paid your order will be processed.

The payment was probably completed too early. With Klarna you are linked to the payment page of Klarna itself, only when this is fully completed the order will be placed.
You can still do this. Do you have an account? Then you can log in and go to your account to see your orders. When you open the most recent order you will see that you can still complete the payment.
Don't have an account? Please send an email to info@dirkje.nl. We will email you a payment link and as soon as it is paid your order will be processed.

We ship your order (order placed before 1pm on working days) the same day, so you get your package as soon as possible. This makes it difficult to change or cancel an order. But of course we will always try to see what is possible. Please call us at +31495745648 and we will see what options are available.

At Dirkje we have cute gift boxes to give your present in! You can choose a big or small box and add it to your order. Once you receive the package you can wrap the gift yourself.

We understand that it is annoying that certain items are now having a discount, which was not the case the time you purchased your product.
Unfortunately, we are not able to correct this afterwards and therefor are not able to offer retroactive discounts on pre-sale orders.
In any case, you are now assured of your desired item as it might well be that you run the risk of an item sold out or not in stock in your desired size.

Unfortunately, we can’t do anything about this and do not grant extra discounts (with retroactive effect) on orders that have already been placed during the sale. But at least you are now assured of your desired item and have purchased it with a discount. If you wait, you run the risk of an item selling out or that your size is being out of stock.

Standard shipping costs for the Netherlands and Belgium are €5.95 per order and €4.95 to a pick-up point. 
Standard shipping costs for Germany are €7.95 per order and €6.95 to a pick-up point.

Shipping costs are free from €30 when delivered to a pick-up point in the Netherlands and Belgium and free from €50 when delivered to a pick-up point in Germany.

Shipping to other countries is only possible on special request. The shipping costs will be calculated in advance by us and communicated to you as a customer.

If you do not collect the parcel from a collection point, we will unfortunately have to charge €5.95 for the return costs. Once the parcel is back with us, your order will be (partially) cancelled. This also applies if you refuse the parcel at the door.

Dirkje sends its packages with UPS. 

We currently ship to the Netherlands, Belgium and Germany as standard.
Shipping to other countries is only possible on special request. The shipping costs will then be calculated in advance by us and communicated to you as a customer. Send an email to info@koko-noko.com and we will look at the possibilities.

We aim to ship all orders placed on a working day before 13.00 on the same day. You will receive a confirmation e-mail once we have received your payment and once your order is shipped. Orders made around the holidays and/or during the weekends can have a longer delivery time. All the items that we sell online are in supply and available in our warehouse at the time that the products are placed online. However, it can happen that multiple customers place an order during the same period of time. That is why it can sporadically happen that a product is still sold out.

If you do not want the package delivered to your home because you have to work that day, for example, you can choose to have it delivered to a collection point. Choose the shipping method for 'Pick up at pick-up point' and select the pick-up point of your choice. You will receive an email when the package is ready for you.

If you do not collect the parcel from a collection point, we will unfortunately have to charge €5.95 for the return costs. Once the parcel is back with us, your order will be (partially) cancelled. This also applies if you refuse the parcel at the door.

Unfortunately, our office/warehouse is not accessible to consumers. There is not always someone present, in addition you have no proof that the package has been handed over to you.

You can follow your package by using the track & trace-code. You receive this code after you have placed an order. Since the package is not scanned until DHL receives it, it can take a while before the track & trace-code works.

If the track & trace is not clear about the delivery, or if it is incorrect, please contact us at info@dirkje.nl. We will then start an investigation and will keep you informed by email.

We will contact the carrier's depot and inquire about the delivery. By means of the GPS signal, it can be determined with great certainty where a package has been delivered. Inquiries are also made with the driver who made the delivery. There are still some resources we can use to track a delivery. The investigation takes a few working days to a week, unfortunately we cannot do anything about this. We will of course keep you informed of the status of the investigation.

All items that we sell online are also in stock and available from the warehouse when the products are put online. However, it may happen that several customers place an order in the same time period. It can therefore occasionally happen that a product is still sold out. If this occurs, we will send you an email and the item will be credited.

If you have not received an email about this, please contact us at info@dirkje.nl. We are happy to help you!

All items that we sell online are also in stock and available from the warehouse when the products are put online. However, it may happen that several customers place an order in the same time period. It can therefore occasionally happen that a product is still sold out.

We stopped using packing slips to save ink, energy and paper, thus doing our bit for the environment. This is in line with our sustainability efforts. All details of your order can be found in the confirmation email or in your account. To do so, go to My Account at www.dirkje.nl 

We do our best to inform you about the items on our website. Should an item still not meet your expectations, then it can be returned within 14 days.

Unfortunately, purchased items cannot be exchanged. You are of course welcome to place a new order on our webshop www.dirkje.nl or buy from one of our Dirkje points of sale to get your favourites.

We make every effort to inform you about items via our website. Should an article nevertheless not meet your expectations, it can be returned (within 14 days). We would appreciate it if the article is returned in its original packaging.

Click here for more information on returns.

For returning items with a fixed discount, the same rules apply as above. Different rules apply during the stack discount. When you return an item during the stack discount, the discount is recalculated over the total number of items after return. You will receive any difference on your account. If you would like to order an item in a different size, you can do this via the webshop. The discount then depends on the number of items ordered again (so the number of previously ordered items is not taken into account.)

For the Netherlands, Belgium and Germany, you can buy a return label via our returns module. For the Netherlands and Belgium, the cost of a return label is € 5.95 and for Germany the cost of a return label is € 7.95. Click here to create a return label.
You can of course also choose a parcel service yourself, for the current costs please visit the website of the respective parcel service.

Unfortunately, we cannot yet provide return labels for other countries.

Unfortunately, a return shipment cannot be issued to us, this can only be done by post. There is not always someone present at our office, and you also have no proof that the package has been returned.
We have a parcel mailbox at the gate on the road. If your package fits in it, you can leave your package in the parcel mailbox, this is at your own risk, unfortunately we cannot give you a proof of delivery.

The following items are not covered by the right of withdrawal and cannot be returned:

- Items that have been worn or washed;
- Swimwear without hygiene strips;
- Items without original price tags;
- Dirkje gift card.

For products that are damaged or show signs of use, we reserve the right to refuse the return or offset the damage.

If you have purchased clothing by Dirkje at a shop, then you can return it to the shop you purchased it at. They will help you!

No, if you have purchased clothing by Dirkje online (www.dirkje.nl), then you should return it back to us. 

Once we have processed your return, Klarna will send you an adjusted invoice within a few working days. If you haven't kept anything then the account will be closed.

If you have received an e-mail from us that your return has been processed, it may take a few working days before you receive the adjusted invoice. If you have not received a correct invoice after 5 working days, please let us know and we will sort it out for you.
Have you not yet received an e-mail that your return has been processed? Check, via your track & trace, whether your return has already been delivered to us. If it has been delivered, it can take 3-4 working days for it to be processed.
If it has not yet been delivered, please contact us (if you have purchased a return label via our GoParcel portal) or the parcel service of your choice.

We are available Monday to Thursday from 09:00 to 17:00 and on Friday from 09:00 to 15:00.
By phone or by e-mail +31 (0)495-745648 /  info@dirkje.nl

What a pity that a complaint has arisen. Unfortunately, it is not possible to complain directly to us. It is best to report to the store or webshop where you bought the item. They will assess the complaint.

When it is purchased in our webshop at www.dirkje.nl you can report your complaint via info@dirkje.nl and our customer service will handle it. If you already e-mail an order number and a photo of the complaint, the handling will go a bit faster.

Of course that shouldn't have happened, sorry about that. You can email your order number, item number plus the size to info@dirkje.nl within 5 days. We would also like to receive a photo of the complaint, so that we can immediately look at it with you.
You can expect a substantive response via email within a few working days.

The legal guarantee applies to all our products. Legal guarantee means that a product is or must do what the consumer can reasonably expect from it. Is your order damaged or defective or are you not satisfied with an item and do you think you are entitled to a warranty? Then please contact us. You can send an email to info@dirkje.nl or call +31 (0)495-745648.