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Free Shipping On Orders Over £60
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customerservice@bestseller.com

Opening Hours

Monday to Thursdaynull

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My order

How do I place an order? 

Shopping with us is easy and simple. We suggest you go to our Shopping Guide for step-by-step guidelines of how to place an order.

Is it safe to place an order? 

Yes. You can feel entirely safe when placing an order in our online shop, as privacy and data security are our top priorities. We use SSL (Secure Socket Layer) technology to secure your personal information. 

Furthermore, all customers are subject to validation and authorisation by both the payment provider and BESTSELLER to maintain security and prevent fraud. 

Read our Privacy Policy for more information.

Can I change my order?

Unfortunately, you cannot change your order once you have completed the order at the checkout. To ensure fast delivery, we send all orders directly to our warehouse for packing and distribution as quickly as possible.

If you have ordered an item you do not wish to keep, you can easily send it back to us by using the prepaid return label we included in your parcel.

Can I change my delivery address after I placed the order?

Unfortunately, we cannot change your delivery address, as we send all orders directly to our warehouse for packing and distribution. We do this to ensure a fast delivery. 

If your parcel cannot be delivered due to an incomplete or wrong delivery address, the parcel will be returned to us. As soon as we have received the parcel back, we will send you an email and make sure to refund you the full order amount.

Can I cancel my order?

We cannot promise that we will be able to cancel your order, but we will be happy to give it a try. If you contact us as soon as possible after placing the order, we will do our best to stop the order before it is sent to our warehouse. If the order has already been sent to our warehouse, unfortunately there is nothing we can do to stop the process.

You do always have the opportunity to deny receiving the parcel, after which the parcel will be returned to us. As soon as we have received the parcel back, we will make sure to refund you the full order amount. 

Is there a minimum order amount?

No. You can easily place an order without having to think about a minimum order amount.

Why have I not received an order confirmation?

Please be aware that it might take up to 2 hours from when you place your order to receive an email confirming your order. The email is only a confirmation that we have received your order and it is being processed. Your order is not finally confirmed and completed until we send you an email notifying you that your order has been sent. 

If you have not received an email from us after 2 hours, we advise you to contact our Customer Service.

Where can I check my order?

After you have placed an order, we will send you an email. In this email you will be able to see what you have ordered, where the parcel will be delivered to and the terms and conditions of the purchase.

You also have the opportunity to create a user account before you place an order in our online shop. You sign up and log in to your user account by clicking ‘My Account’ in the top right corner. In ‘My Account’ you will be able to see your previous orders, and having an account will make the ordering process even faster next time you place an order.

Delivery Information

Where can I get my parcel delivered to?

We can deliver your parcel to United Kingdom except Channel Islands (post codes starting with GY and JE) and Isle of Man (post codes starting with IM).

Please note: We are unfortunately not able to deliver to areas with special customs regulations.

Which delivery options can I choose from?

  1. Home Delivery by Hermes - Get your parcel delivered directly to your door. Shipping cost £3.95  
  2. Home delivery by Yodel - Get your parcel delivered directly to your door. Shipping cost £3.95 - Orders over £60 shipping costs are £1.95
  3. Parcel Shop Pick-Up - Collect your parcel from your nearest CollectPlus store. Shipping cost £3.95 - Orders over £60 shipping costs are £1.95 *
  4. Express delivery by DHL – Fast delivery directly to your door.  Shipping cost £ 14.95

 

* If you order from a mobile device, we are unfortunately not able to offer you this delivery option at the moment.

 

Home Delivery by Hermes:
Hermes will deliver your parcel to your door. If you are not at home and there is no possibility to hand the parcel over to a neighbour, Hermes will make a 2nd and 3rd attempt. In such case, a notification card will be left in your letter box at 1st delivery attempt. 

Home delivery by Yodel:
Yodel will deliver your parcel directly to your door between 07.30 and 21.00 Monday to Saturday. If you are out when your parcel arrives, the courier will put a card in your letterbox with all the necessary information on how to arrange another delivery. Your parcel will be available for re-delivery for 10 days, after which it is automatically returned to us.

Pick-Up at a CollectPlus store:
You can collect your parcel from Monday to Sunday at the CollectPlus store you have chosen at the checkout. Opening hours vary but are usually between 08.00 and 21.00. After 10 days the parcel will be automatically returned to us, if you have not collected your parcel yet. 
 
Express delivery by DHL:
DHL will deliver your parcel directly to your door within 1 to 2 working days between 08.00 and 18.00. Orders placed on Friday, Saturday and Sunday are often delivered on the following Tuesday. If you are out when your parcel arrives, the courier will put a card in your letterbox with all the necessary information on how to get your parcel delivered. 


Read more about your options for delivery.

How long does a delivery take?

Home Delivery Hermes: 4-7 working days

Home Delivery Yodel: 5-6 working days

Parcel Shop Pick-Up CollectPlus: 4-5 working days

Express Delivery DHL: 1-2 working days

For remote areas of  the United Kingdom, delivery times may be 1-2 days longer than usual (this is true for much of the Highlands and many of the islands of Scotland, Anglesey in Wales, and the Isles of Scilly and the Isle of Wight in England).

Read more about delivery time.

What are the shipping costs?

Home delivery by Hermes: £3,95 - Free shipping on orders over £60

Home Delivery by Yodel: £3,95 - Orders over £60 shipping costs are £1.95

Parcel Shop Pick-Up at CollectPlus: £3,95 - Orders over £60 shipping costs are £1.95 *

Express Delivery by DHL: £14,95

 

Read more about your delivery options.

 

* If you order from a mobile device, we are unfortunately not able to offer you this delivery option at the moment.

Can I track my order?

Yes. You will be able to track your parcel as we will provide you with a tracking number by email. You will receive the email with the tracking number as soon as we have sent the parcel. 

You can also go to ‘My Account’ in the top right corner of the online shop to get the tracking information. 

Please note: It may take 36-48 hours before you can track the parcel.

Do I have to pay customs and/or import charges?

No. Other than delivery costs, there are no extra fees or charges. All customs and import charges are included in the prices you see in our online shop and in your order confirmation.

Do you deliver to PO Box addresses?

No. For security reasons we are unfortunately not able to deliver to PO Box addresses.

Can I pick a specific parcel shop?

Yes. When you choose parcel shop pick up at the checkout, you will be able to choose a specific CollectPlus store where you can collect your parcel. 

Why can I not track my parcel?

We send out your parcel from our warehouse in Germany. Unfortunately, the tracking cannot be done until your parcel has arrived in your country. 

If you still cannot track your parcel after 48 hours, please do not hesitate to contact our Customer Service.

What should I do if I have received a faulty/incorrect item?

We kindly ask you to send back the item using our prepaid return label. As soon as we have processed the claim, we will refund the money. We are unfortunately not able to offer an online exchange, but you do have the possibility to place a new order, if you wish to receive the right item. 

What should I do if part of my order is missing?

If an item is missing from your parcel even though it is listed on your delivery note, please contact our Customer Service. Please state your order number along with the item number or product name of the missing item. We will of course make sure to refund you for the missing item if you have already paid for it. 

What should I do if my parcel is damaged?

Please always check whether the parcel is okay before accepting your delivery. Deny receipt of the parcel if it has obviously been damaged during transportation. The parcel will then be returned to us, and we will refund you the full order amount. 

Payment

How can I pay for my order?

You can pay for your order with either Credit Card or via PayPal. 

Credit Card

We accept the following credit cards:

- VISA
- VISA Electron
- MasterCard

All credit and debit cardholders are subject to validation and authorisation by both the card issuer and us, to maintain security and prevent fraud. All transactions will be completed by Global Collect. On your bank statement you will see BESTSELLER and your order number.

PayPal

PayPal acts like a digital wallet where you can safely store all payment options such as your bank account or credit card details.

You will be charged once the incoming payment is registered with us. PayPal payments are usually confirmed within a few minutes. You will not be charged any fees except for the shipping fees. 

If you have any questions regarding your order, please have your order number ready before contacting our Customer Service.

Read more about our Payment Options.

Is it safe to fill in my personal data online?

Yes. You can feel entirely safe when placing an order in our online shop, as privacy and data security are our top priorities. We use SSL (Secure Socket Layer) technology to secure your personal information. 

Furthermore, all customers are subject to validation and authorisation by both the payment provider and us to maintain security and prevent fraud. 

Read our Privacy Policy for more information.

When will the amount be charged?

Credit Card:

You will be charged as soon as your parcel leaves our warehouse. If we are not able to send your parcel, no payment will be made. The amount might be reserved for us on your account by the credit card issuer, meaning you cannot use the funds for a short period of time (max. 8 days).

PayPal:

You will be charged once the incoming payment is registered with us. Usually a payment is confirmed by PayPal within a few minutes. If we are not able to send your parcel, we will of course make sure to refund the money to your PayPal account. 

Will I be charged any extra fees?

We do not have handling fees. You will, however, be charged for the shipping costs.

Please note that some banks do charge an extra overseas transaction fee as BESTSELLER online shop is registered in the Netherlands. This depends on the bank's policy, and the fee is not issued by BESTSELLER or J.LINDEBERG. The overseas transaction fee will not be refunded by us. For more information, please contact your bank.

Returns and Refunds

Can I exchange an item?

No. Unfortunately we do not offer online exchanges, but you always have the option to place a new order to get the right article. It is easy to return the item you do not wish to keep. As soon as we have received the item back, we will make sure to refund you the amount in question. According to legal requirements you must return an item within 14 days from receipt, but as an extra service we offer you 30 days to return an item. 

How do I return an item?

 

  1. Place the item back into the transparent plastic bag or shoe box in which it arrived.
  2. Write the 'reason for return' code in the yellow field on the outside of the transparent plastic bag.
  3. Peel the return label off the return note.
  4. Place the item(s) and return note into the bag in which your delivery was originally sent.
  5. Remove the white strip from the bottom of the bag.
  6. Close the bag by folding 2-3 cm up from the bottom and carefully pressing the sealing together (no extra tape is needed). Please note: If the bottom piece is folded higher than 2-3 cm from the bottom, the bag will not be sealed tightly.
  7. Stick the prepaid return label onto the bag (covering any existing postage label).
  8. Deliver the return parcel to your nearest CollectPlus store. In case your parcel was delivered with Hermes, please return your parcel to Hermes.
  9. Make sure to ask for a receipt as a proof that you have returned the parcel.

Items bought through this online shop can unfortunately not be returned to a physical shop.

Read more about our Return Policy and how to return

What is the cost of return shipping?

The cost of return shipping is £4.95 – if you use our prepaid return label.

You do not have to pay anything when you deliver your return parcel to CollectPlus. We will automatically deduct the amount from your refund.  

Have you received my return?

Once we have received your returned parcel, we will send you an email to confirm safe receipt. As soon as we have processed your return, we will issue a refund. We will make sure to process your return within 14 days.

Please note: If you used the prepaid return label, we will deduct the return shipping cost (£4.95) from the refund amount.

When will I get my money back?

We will issue the refund within 14 days from the day you returned the parcel.

Credit Card:
As soon as we have processed your return, we will issue a refund and confirm this by email. Please note that it can take 2-30 days before the money is returned to your account. The time period depends on the line of credit on your credit/debit card and the terms and policies of your bank. 
We will refund the money to the same card you used when you placed the order. If your card has expired, we will automatically refund the amount to your new card. 

PayPal:
As soon as we have processed your return, we will issue a refund and confirm this by email. The amount will be credited to your PayPal account. You can then choose if you want to use the funds through your PayPal account directly, or wish to transfer the amount back to your bank or credit card account. We have no control over this process, but you can easily manage all your payments from your PayPal account.

What should I do if I have been refunded the wrong amount?

If you think you have been refunded the wrong amount, please contact our Customer Service and state your order number and the required refund amount. Please note: When you use our prepaid return label, we will deduct the return shipping costs from your refund.  

We kindly remind you, that we only refund the shipping costs in case of an accepted claim. 

Read more about Return Fees.

Why is the cost of return shipping not refunded?

If you are returning items because you have changed your mind or the size is not right, etc., you can use the prepaid return label for an easy return process. We will deduct the return shipping costs from your refund.

If we have made a mistake with your order and you need to return it because of this, we will of course refund you the full amount. Please fill in the return code on the return note.

How do I make a claim for a faulty item?

In case you are in the unfortunate situation of finding errors or defects in an item bought in our online shop, please make sure to claim the item no later than 2 years from the date of purchase.

All you need to do is return the item to us. 
Make sure to clearly mark code 13 as the return reason code. See return guide for guidelines on how to return.

If you no longer have the return note and return label available, please contact Customer Service and we will provide it to you again.

Once we have received the item, your claim will be processed. Faulty items are always refunded in the full amount. We will issue the refund within 14 days, but please note that it can take between 2-30 days before the money is back in your bank account. This time period depends on your agreement with and the terms and policies of your bank.

Unfortunately, we cannot offer to exchange the item. Please place a new order instead.

 

Newsletter

How do I sign up for the newsletter?

You can sign up at the bottom of this site under 'SIGN UP FOR EXCLUSIVE NEWS AND UPDATES'.

Soon after you will receive an email from J.LINDEBERG Member's List. To sign up you have to click the link 'Yes, subscribe me to this list' in the email. After this step you will receive an email confirming your sign up. 

How do I unsubscribe from the Newsletter?

If you have subccribed to our newsletter and no longer wish to receive it,  you can unsubscribe in two ways:

  • by clicking on the link 'unsubscribe here' in the newsletter
  • by sending an email to memberslist@jlindeberg.com

How do I change/update my profile?

Just send an email with your information to memberslist@jlindeberg.com, so we can make the changes for you.

Voucher Codes

How can I apply a voucher code to my order?

If you have received an email with a voucher code and there is a link in the email, it is important that you visit our online shop through the link in the email in order to get the discount. If there is no link in the email, you simply have to enter the voucher code at the checkout. The amount will then automatically be reduced.

To avoid typing errors, it is a good idea to copy and paste the voucher code at the checkout. If you choose to enter the voucher code letter by letter, please make sure to distinguish between lowercase and capital letters.

It is, unfortunately, not possible to use a voucher code after the order has been placed.

Please note: Voucher codes cannot be combined with any other promotions or giveaways, or applied to already-reduced items.

What should I do if my voucher code does not work?

If you have received an email with a voucher code and there is a link in the email, it is important that you visit our online shop through the link in the email in order to get the discount. If there is no link in the email, you simply have to enter the voucher code at the checkout. The amount will then automatically be reduced.

To avoid typing errors, it is a good idea to copy and paste the voucher code at the checkout. If you choose to enter the voucher code letter by letter, please make sure to distinguish between lowercase and capital letters.

If it still does not work, please contact our Customer Service.

Can I combine a voucher code with already-reduced items?

No, unfortunately not. A voucher code cannot be combined with any other promotions or giveaways, or applied to already-reduced items. 

I forgot to add the voucher code to my order. What should I do?

Unfortunately, we cannot deduct the value of a voucher code from an order which has already been placed.

You are of course welcome to add the voucher code to a new order.

My Account

What is 'My Account'?

'My Account' is a user account which you can create in our online shop to make the purchase process easier and faster.

How do I create a user account (My Account)?

Click 'My Account' in the top right corner of the online shop and then click 'Create Account'. On the registration page, all fields marked with a star are mandatory.

We comply with the applicable data protection regulations, which means your personal data will not be passed on to third parties.

What are the advantages of having a user account (My Account)?

Your benefits as a registered user are:

- Quick and easy checkout process

- Access to view your order history

- The option to save multiple shipping addresses
 

Can I order without a user account (My Account)?

Yes, you definitely can. You will just miss out on the benefits of having an account. For instance, you would have to fill in your delivery address each time you go through the checkout process.

How can I delete my user account (My Account)?

You can send an email to our Customer Service, who can delete your account for you. The email is: customerservice@bestseller.com

Styles/Items

Can you provide more information about an item?

To make it easier for you to find the perfect item for you, we do our best to provide as much information as we can about all our items. The product page for every item includes both a product description and images. If you have any further questions, please contact Customer Service, stating the item number, and we will do our best to answer your questions.

I have seen an item in another place but cannot find it on the online shop. Why is this?

We do not make the full collection of items from each brand available for purchase at our online shop, but if you are looking for a specific item, please enter the item number into the search field and the item will appear. If the item does not show after entering the item number, it is either sold out or not available in our online shop.

Do you have the item in my size in stock?

If a size is not available in the online shop, it is unfortunately sold out. When an item is sold out in a specific size, it will most likely not come back in stock. We do our best to always offer the very latest styles and trends in our online shop. To make room for new items, sold-out items do not come back in the online shop.

Do you have the item in a different colour?

If the requested colour is not available in the online shop, it is most likely sold out or it does not exist in this colour. When an item is sold out in a specific colour, it is not likely that we will get it back in stock, as we want to continually make room for completely new items in the online shop.

How do I know which size to order?

To find the right size, we advise you to check out the size guides before you place your order. Keep in mind that size, fit and measurements vary from brand to brand, so make sure to check the size guide of the particular brand you want to purchase items from.

The measurements in our size guides only serve as a guideline. We recommend you compare the measurements with your own body measurements and also compare the measurements of a specific style with clothes from your own wardrobe that fit well.

If your measurements fall in between two sizes, we recommend that you select the largest size or simply order 2 sizes and return the one that did not fit.

Often you will also find detailed information about fit and length in the product description of each style. Keep in mind that some styles are designed for a tight fit and others for a loose fit.

Technical Problems -

Our online shop works best when using the internet browser Google Chrome...

Which browser am I using/technical issue?

 
 

If you are having technical problems, we recommend that you make sure to install the latest updates and patches for your operating system. If you are still experiencing problems using our online shop, please feel free to contact Customer Service and we will be happy to help.

To help us look in to your problem, please include as many of the following details as possible:

  • Your operating system (e.g. Windows Vista, Mac OS 9.0)
  • Internet browser (e.g. Google Chrome version 36, Safari 7.0, Internet Explorer 9, Firefox 31.0)
  • The URL you were trying to access (e.g. http://shop.bestseller.com)
  • The time and date the problem occurred
  • Please cut and paste any error message that appeared on the screen into the email.

Why am I having trouble using the shopping bag?

There can be several reasons why your shopping bag does not work.
If the items are disappearing from your shopping bag, it could be because:

  • You have clicked ‘back’ in your browser instead of using the link ‘continue shopping’ on the shopping bag site.
  • Your cookies settings are not accepting our online shop. We recommend that you check your cookies settings or perhaps delete your cookies. This can be done in your browser settings. 
  • Another customer has purchased the last item before you completed your order.
  • Your browser version is outdated. Make sure to have the latest version of your Internet browser installed on your computer.

Why are the items disappearing from my shopping bag?

When you add an item to your shopping bag, it will not be reserved for you. Therefore, it may happen that another customer has already bought the item before you completed your order at the checkout.
An item can also disappear from your shopping bag if you click the arrows in your browser instead of clicking the ‘continue shopping’ link at the checkout.

Is it only possible to order online?

Yes. For security reasons it is only possible for you to place your order online and not via phone or email.

Contact

How do I find a specific store?

If you are in doubt about where to find a specific store, just click the 'Stores' link at the bottom of the online shop. Here you will also find contact information for a specific store.

How do I get in contact with you?

Enquiries regarding the online shop:
You are always welcome to send us an email or chat from our contact page, or give our Customer Service a call:
+44 (0) 2076 502 065

Opening hours for Customer Service are Monday to Thursday 09.00 to 16.00, Friday 09.00 to 13.30.

Customer Service is closed on the following days: 
1 January, 25 March, 28 March, 5 May, 16 May, 24-26 December and 31 December 2016.

Enquiries that do not concern our online shop:
Phone: + 46 8 506 850 00
Email: info@jlindeberg.com

I need information for a school project - who do I contact?

If you would like to know more about our company, you are most welcome to read more about us in the bottom of our online shop.

If you do not find what you are looking for here, you can write an email with your question to our head office:

info@jlindeberg.com