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FAQ - Frequently asked questions

Below you will find the answers to the most frequently asked questions. Is your answer not listed here? We are here for you! Contact us from Monday to Saturday 09:00 - 17:30 hours via:
 
Email: klantenservice@intercityonline.nl
Phone: +31(0) 72 7600023
Whatsapp: +31(0) 6 24756719

Order

When will my package be ready in the boutique?
Your order will be ready for you within 1-3 working days. If you have opted for sustainable delivery, your order will be ready for you within 2-5 working days. You will receive an e-mail from us as soon as the order is ready for you!
Didn't receive an email? Don't forget to check your spam folder.

My parcel still hasn't been delivered, what now?
If the 1-3 or 2-5 working days have passed and your package has not yet been delivered to one of our boutiques, please contact us. Has your package not yet been delivered to your home within 1-2 working days? Have you received a track & trace code? Then check when your package will be delivered. Did you not receive a track & trace code? Then please contact us.

An item is missing from my package. Has something gone wrong?
It may be that your order is sent in several shipments, check if you have received an email from us about this. In some cases an item is not directly available and it will be back-ordered from the supplier. We will keep you informed about the status of this item.

I have ordered an item multiple times but it has only been delivered once.
Unfortunately, sometimes something goes wrong. Please contact our customer service so we can solve it for you.

Is it correct that I have not received an order confirmation?
When you have successfully placed your order, you will receive an email confirmation within seconds. It contains all the information you need and your order number for your reference. It is possible that the message ends up in your spam folder. Sometimes it happens that a typing error is made, so the email does not end up in your inbox.

Shipping costs and delivery: 
If you choose to pick up in a boutique, you currently do not pay shipping costs.
For orders sent by post, you only pay € 3,95 shipping costs for orders up to €100,- the shipping costs are free for orders above €100,-.

I would like to pick up my package at the main office.
We are happy to look into the possibilities with you, would you please have your order number handy and contact our customer service?

 Returns and payment:

I would like to return my package at the main office.
You can! You can visit us Monday through Saturday between 09:00 and 17:30.
 
Can I also return my package in one of the boutiques?
Yes you can! During the opening hours of the boutiques you can return your package free of charge to the boutique.
 
I have returned 1 or more items to you, but now I get a reminder of Afterpay, what should I do?  Please contact Afterpay at 020-7230270. Ask them to put your order on pause and pay for the items you kept. Check your track & trace number to see if your return has reached us. Sometimes it can take up to 10 business days for your return to be processed. Have the 10 working days passed? Please contact our customer service.

I have sent back 1 or more items through the post, but it has not been processed yet.
Did you check your track & trace to see if your package was delivered to us? If so, we will process your return within 10 working days. Have the 10 days already passed? Please contact our customer service.
 
I have returned 1 or more items in the boutique, but my invoice has not been adjusted yet.
In this case, please contact our customer service, so we can find out what went wrong. We ask you to keep your order number handy.

 
Other questions:

I can't find the telephone number of the boutique, is that correct?
Intercity Boutiques customer service accepts all phone calls for the boutiques. The customer service is 6 days a week for you! You can contact them in the way you prefer.

I have received a Gift Card in the boutique, but I would like to spend it online, is that possible? 
Yes you can, you can exchange the Gift card for an online code during opening hours of the boutiques. The boutique will contact us and will give you a code.
 
Your head office also has a PostNL point, how can I get in touch with that?
Our office in Egmond aan den Hoef is a PostNL parcel point. You can send, return or pick up your package here. We are available 6 days a week to help you. Do you have a question about the status, presence or a complaint about your shipment? Then you can contact the customer service of PostNL via 088 - 22 55 602.

I have a PO Box, where can I go?
The entrance to the post boxes can be found on the left-hand side next to the garage. Press the bell and tell us you are coming for a PO Box and we will open the door for you. We receive new mail every working day, excluding holidays. The opening hours are the same as those of the main office

 

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