How can we help you? 

Maybe your answer is among the frequently asked questions.

Ordering

What is the delivery time?
If you have placed an order before 22.00 hours we will ship your order the same day. In most cases it will be delivered the next business day.
How can I order?
Browse the webshop, see something you like? Then place the item in your desired size in the shopping cart. Then fill in your details on the 'payment' page. You can pay for your purchase in a secure environment. You can choose from a number of payment methods including: iDEAL, PayPal, Credit Card, ApplePay, Bancontact (Belgium) and gift cards. You will receive a confirmation on the e-mail address you have provided.
I haven't received confirmation. What now?
Once you have placed an order you will automatically receive a confirmation email with the details of your order. It may take a few minutes before this email is delivered. Didn't receive a confirmation email? Then this mail probably ended up in your spam- or unwanted messages folder. Can't get out? Please contact us.
Can I cancel my order?
If you change your mind and your order hasn't been shipped yet you can contact us. Then we can cancel your order and refund the amount paid to you. If your order has been shipped, we advise you to return it to us upon receipt. More information about returns can be found at here.

Pay

How do I know if my payment has been successful?
If the payment is successful after placing an order, you will receive a confirmation email at the email address you provided.
My payment failed. Now what?
If your payment has failed you will receive an email from us with a payment link where you can still pay.
What payment methods do you offer?
With us you can safely use iDEAL, PayPal, Credit Card, ApplePay, Klarna, Bancontact (Belgium), Giropay (Germany) and gift cards such as VVV gift card, YourGift, fashion chequeand DE Cadeaukaart.
How does paying with iDEAL work?
Select your own bank. You will then be redirected to the secure environment of your selected bank. Complete the payment by following the steps. If your payment is successful you will be redirected to the Golden Ass website. Then you will receive a confirmation email of your order on the email address you provided.
How does paying with PayPal work?
If you select PayPal you will be redirected to the PayPal website. Log in with your own PayPal E-mail address and password. Complete the payment by clicking on the blue 'pay' button. If your payment is successful you will be redirected to the Golden Ass website. Then you will receive a confirmation email of your order at the email address you provided.
How does credit card payment work?
On the secure page, enter the cardholder's name, credit card number, expiry date and your CVV code. Then click on the blue button. If your payment is successful you will be redirected to the Golden Ass website. You will then receive an email confirming your order at the email address you provided.
How does paying with ApplePay work?
If you place an order with an Apple device such as an iPhone, iPad or Macbook with FaceID/TouchID and using Safari as a web browser, our webshop detects this and shows ApplePay between the payment methods. You then confirm the payment with FaceID or TouchID. If your payment is successful you will be redirected to the Golden Ass website. You will then receive an email confirming your order at the email address you provided.
How does paying with Klarna work?
Klarna makes it possible to pay your order afterwards. You will receive an invoice by email and this should be paid to Klarna within 30 days. Klarna will not charge you any extra costs or interest.
How does paying with Bancontact work?
Bancontact is only available for Belgian customers. If you store with a smartphone and use the Bancontact app, you only need to enter your PIN to complete the payment. If you do not store using your smartphone, a QR code will be displayed on your device. You scan this with the Bancontact app on your smartphone, then enter your PIN to complete the transaction. Not using a Bancontact app? Enter your card details via the familiar banking environment. Then insert your Bancontact card in the card reader and enter the corresponding details via the banking environment to complete your payment. If your payment is successful you will be redirected to the Golden Ass website. You will then receive an order confirmation email at the email address you provided.
How does paying with Giropay work?
Giropay is only available for German customers. Enter the name or BIC code of your bank and proceed to the next screen. Fill in your account information and continue. Next, you will be directed to your own bank. Login and complete the payment. If your payment was successful you will be redirected to the website of Golden Ass. You will receive a confirmation e-mail of your order at the e-mail address you provided.
How does paying with a gift card work?
We accept VVV gift cards, YourGift, fashion cheque, DE Cadeaukaart and WinkelCheque. By selecting the option gift card during checkout you can pay with the balance of the gift card. The remaining amount can be paid with the other available payment methods we offer.

My Account

How do I log in to my account?
Click on the little puppet at the top of the website. This will take you to the 'my account' page. Here you can log in to your account. Don't have an account yet? Through this page you can easily create an account.
What are the advantages of an account?
Creating an account is free. Once you've saved your information, you won't have to enter it again when you place an order. This will speed you through the ordering process. Have you placed multiple orders? By logging into your account you can easily view all your orders. You also save points automatically with our loyalty program.
How does the loyalty program work?
For every euro you spend in our shop you will receive 1 point. The points are registered in your account. By logging in with your account you can go through the account dashboard to the Loyalty page. Here you have a complete overview of your saved points and options to earn extra points. You can earn extra points by completing your profile, leaving reviews and inviting friends.
I forgot my password. How do I log in?
Click on 'Forgot your password?' on the login page. You will receive an E-mail at our known E-mail address to recount your password. Click on the link and follow the steps. Then you can log in with your new password.
How can I change my password?
Log in to your account and click on 'account details'. On this page you can change your password.

Shipping & Returns

What are the shipping costs?
This varies which country we need to ship your order to.
Where are you sending to?
We ship to the Netherlands, Belgium, Germany, Austria, France, Denmark, Spain, Italy, United Kingdom (UK), Finland, Poland, Latvia, Portugal and Switzerland.
Can I track my order?
When your order leaves our warehouse you will receive an E-mail with a track & trace code. Through this code you can track the package.
How can I return my order?
You can return your purchase up to 30 days after receiving it. More information can be found at here.
Who is the carrier?
We usually ship our packages with PostNL. Depending on the destination, we may use UPS or DHL.
What happens when I am not at home?
Most products fit through the letterbox, if you are not at home that is no problem. Does your order not fit through the letterbox? The deliveryman will try to deliver your order at your neighbours or at a pickup point in your neighbourhood.

Complaints

How can I make a complaint?
If you have a complaint about our products or our service, you can contact us via the
us via the contact form. You will receive a substantive response within 14 days of receipt of your complaint.
a substantive response. If you do not agree with the solution or if we cannot work out a solution together, please contact us.
solution together? Then you can submit your complaint to the Dispute Commission via the European ODR Platform (https://ec.europa.eu/consumers/odr/).
What if I am not satisfied with the handling of my complaint?
Are you not satisfied with the handling of your complaint? You can submit your complaint to the Geschillencommissie Thuiswinkel, Postbus 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Disputes Committee via the European ODR Platform(http://ec.europa.eu/consumers/odr/).

Warranty

What does our guarantee entail?
All items purchased from us are covered by the statutory warranty. Legal guarantee means that a product is or should be what the consumer may reasonably expect from it.