FAQ'S

Shipping and returns

How will my order be shipped and how much are the costs?

We ship worldwide and make use of PostNL shipping service. Within The Netherlands and Belgium you pay no shipping costs. For other countries, the amount of the shipping will be displayed when purchasing your order.

When will my order be shipped?

Orders placed before 4pm from Monday till Friday will be shipped the same day.
Orders placed during the weekend will be shipped on Monday.

Packages will be picked up from Monday till Friday before 6pm. If your shipping status is not available immediately, please try again later. PostNL tries to update the shipping status of your package as quick and accurate as possible.

Can I return an item?

Of course that is possible. At your order you will find our return form, please fill it in and indicate whether you want to exchange or return the item(s). Items should be returned new, unused, and with all Sketch tags and designer garment tags still attached. 

Sketch is not responsible for the shipping of the returned items, nor the costs thereof. We therefore recommend that you always send the return shipment by registered post.

Returns that are damaged, soiled or altered may not be accepted and may be sent back to the sender.

Who is responsible for the return shipping costs?

Sketch is not responsible for the shipping of the returned products, nor the costs thereof. We therefore recommend that you always send the return shipment by registered post.

When will I receive the refund from my returned item(s)?

If we have received the returned item(s) in good order, refund is initiated within one week. You will receive an email about this. Depending on your bank, it may take a few days after receipt of the refund confirmation (by email) before the amount is actually at your account.

An item is missing in my package. What should I do? 

Please contact our Customer Service: +31 (0)43 850 0302 or contact us at info@sketch-store.com.

I have received a defective item. What should I do?t

Please contact our Customer Service: +31 (0)43 850 0302 or contact us at info@sketch-store.com. 

Secure payment environment

Payment handling

All payments are referred by Sketch to Mollie. Mollie is a payment provider that provides the customer with a secure payment environment to pay for orders easily and in a trusted way. Your data is therefore not visible to Sketch and fully protected.

Payment methods

Multisafepay

Multisafepay offers various payment methods such as: IDEAL, Paypal, Visa, Bancontact/ Mister Cash, Mastercard, Maestro, American Express, Klarna and more.

Dutch customer: As a Dutch customer, it is best to choose IDEAL. By indicating that you want to pay with IDEAL, you will be redirected to the equally secure payment environment of your own bank after choosing your bank. Here you have to make the payment on the basis of the well-known online banking.

Belgian customer: Belgian customers can use the confidential payment method Bancontact/ Mistercash, comparable to the Dutch IDEAL. By indicating that you want to pay with bank contact, you will be redirected to the equally secure payment environment of your own bank after choosing your bank. Here you have to make the payment on the basis of the well-known online banking.

Credit card

With every credit card you must enter the 13 to 16-digit code as well as name, expiry date and the CVV or validation code. This is on the back of the credit card. Depending on the issuer of this credit card, you may still need to use your reader.

American Express

With the worldwide reach of American Express you can pay for your purchases directly online. Trusted and accessible everywhere. Before paying, you will be directed to AMEX's additional 3D Secure verification step called American Express SafeKey. This confirms the security of your payment.

Klarna

Choose Klarna to first receive your order and then pay within 30 days. When your purchase is approved by Klarna, you can complete your order without credit card numbers or other information. The payment term of 30 days starts as soon as your purchase is sent. You will receive payment instructions via email. Klarna always reminds you to pay on time. Via email and a push notification in the Klarna App. Only if you pay late will you be charged a reminder fee.

Do all prices in this webshop include VAT?

Yes, all prices mentioned in our webshop include VAT.

 

Enquiries

How do I contact Sketch?

Please contact us at info@sketch-store.com.

 What’s the best way to hear about new drops?

Subscribe with your email address at our home page and follow us on social media. All the links you need are in the footer.

 

Complaints

How do I file a complaint?

Sketch is constantly optimizing the webshop. We would therefore appreciate it if you let us know if you have a complaint or if you think something could be improved.

You can submit your complaint via our Customer Service: +31 (0) 43 850 0302. We can be reached from Monday to Friday from 11.00 to 18.00. You will immediately receive a substantive response by telephone. Not satisfied with the answer? Send your complaint by e-mail to info@sketch-store.com. You will receive a substantive response to your complaint from us within 48 hours.

From 15 February 2016 it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at https://ec.europa.eu/consumers/odr/.