Customer Service

Order and pay

1. Pay the way you want

iDEAL, Bancontact, Klarna, PayPal, or credit card — choose what suits you.

2. Secure checkout

All payment methods comply with PCI-DSS security standards. Your data is always protected.

3. Always a confirmation

Immediately after ordering, you will receive an order confirmation. Upon shipment, a track & trace link will be sent automatically.

We accept multiple payment methods and ensure a secure checkout process.
More information: Terms of Service · Privacy Policy

Question 1 — Which payment methods do you accept?

You can pay at LOT. with iDEAL, Bancontact, PayPal, Klarna, credit card (Visa, Mastercard, Maestro), Apple Pay, Google Pay, and MobilePay. All available payment methods are shown at checkout, on the product page, and at the bottom in the footer.

Question 2 — Klarna — what do I need to know?

Klarna is an external payment provider. When you choose Klarna (Pay later or Pay in 3), you enter into the payment agreement directly with Klarna — not with LOT. This means a few things that are useful to know:

Returns and refunds: we process your return as soon as it is received. Klarna then adjusts the payment. We cannot speed up this process through Klarna.
Claim or payment pause: this is handled entirely by Klarna and falls under their policy. We do not have access to your Klarna file.
Fees, reminders, or blocks: these are only available through Klarna itself.

For questions about your Klarna payment: klarna.com/nl/customerservice
Klarna terms and conditions: klarna.com/nl/terms

Questions about your order or return with LOT.? Email us via order@shopatlot.com.

Question 3 — Credit Card — What Do I Need to Know?

The purchase amount will be charged to your credit card within 1–5 business days.

Please note: if the billing address does not match the shipping address, your order may be automatically canceled to prevent fraud. Would you like to have it delivered to a different address? Then choose another payment method, such as iDEAL or PayPal.

Question 4 — Is it safe to pay with you?

Yes. All payment methods are processed through secure payment gateways that comply with PCI-DSS security standards. LOT. does not store any payment data.

Question 5 — My payment failed — what can I do?

Try the following:

Clear your browser cache or try a different browser
Choose a different payment method
Check if your payment details are correct

Has the amount been charged but you haven't received an order confirmation? Then email us directly at order@shopatlot.com and attach a screenshot or export file of your bank transaction.

Question 6 — I haven’t received a confirmation email. What now?

Check your spam or junk folder. Is the email not there either? Contact us via order@shopatlot.com and provide the email address you used to place the order. We will look into it for you.

Question 7 — How does a pre-order work?

With a pre-order, you pay immediately when placing your order. Your order will be shipped as soon as all items are in stock — you will then automatically receive a shipping notification. Would you like to receive the items that are already in stock earlier? Send an email to order@shopatlot.com — we will send those to you right away for the shipping costs.

Question 8 — How do discount codes work?

You can use one discount code per order. Enter the code during checkout. You can combine a discount code with a gift card and store credit in the same order — they will be applied automatically in that order.

Is your discount code not working? Send us the code and your order number via order@shopatlot.com, and we will look into it for you.

Question 9 — How do gift cards and store credit work?

LOT. has three types of credit:

Gift voucher — valid on all items, 1 year after issuance. Redeemable via the code at checkout.

Store Credit — received through our return portal if you choose credit instead of a refund. Choose Store Credit? Then you receive 10% extra. Valid for 1 year.

Store credit — granted as compensation (such as the 48-hour price guarantee). Valid for 3 months. Select it as a payment method in the final step of checkout.

Discount codes, gift cards, and store credit can be combined in one order.

Question 10 — My item was discounted within 48 hours after purchase. Will I get the difference back?

Yes — if the price of the item drops within 48 hours after your purchase, you will receive the difference as store credit (valid for 3 months). Send your order number and the relevant item to order@shopatlot.com.

Note: the guarantee only applies if you keep the item. If you return it, the right to compensation expires. During intensive discount periods such as Black Friday or monthly promotions, the 48-hour guarantee does not apply.

Question 11 — Can I order as a company?

Yes. Please mention your company name and VAT number at checkout. You can download invoices via your customer account at account.shopatlot.com. For business inquiries, email to order@shopatlot.com.

Shipping and delivery

1. Always track & trace

As soon as your package is shipped, you will automatically receive a tracking link.

2. Free shipping

Free shipping to NL, BE, DE, AT, and FR from €75.

3. Pickup in Nijverdal

Prefer to pick it up yourself? You can do so at our warehouse in Nijverdal — free of charge.

We ship via PostNL to all EU countries. Below you can read everything about shipping costs, delivery times, pickup, and pre-orders. Also check out our Shipping Policy for the full details.

Question 1 — What are the shipping costs?

We ship via PostNL. The shipping costs per country:

Netherlands — €4.95 (free from €75)
Belgium — €4.95 (free from €75)
Germany — €5.95 (free from €75)
Austria — €7.95 (free from €75)
France — €7.95 (free from €75)
Other EU — €14.95

We do not ship outside the European Union.

Question 2 — When will my order be shipped?

We process orders from Monday to Friday and aim to ship within 2 business days. During peak periods — such as holidays and sale days — this can take up to 3–4 business days.

Question 3 — How do I track my package?

As soon as your order has been shipped, you will receive an email with a track & trace link. This allows you to track your package in real-time via the PostNL website.

Question 4 — Can I pick up my order?

Yes. Choose Pickup at warehouse – Nijverdal at checkout. You will receive a notification once your order is ready.

Address: Nijverheidsweg 23-21, 7442 CH Nijverdal.

Question 5 — Can I have my package delivered to a PostNL pickup point?

That is possible, as long as your package has not yet been sorted by PostNL. Once your package has been received by PostNL, you can choose "Change delivery" via the PostNL app or Track & Trace and select a PostNL point. Has the package already been sorted or is it on its way? Then changes are no longer possible.

More info: postnl.nl

Question 6 — How does shipping work for a pre-order?

With a pre-order, you pay immediately when placing your order. We will ship your entire order as soon as all items are in stock. You can find the expected shipping week on the product page. Would you like to receive the items that are already in stock earlier? Send an email to order@shopatlot.com — we will send those to you right away for the shipping costs.

Question 7 — My package was sorted incorrectly — what now?

That can sometimes happen with the delivery service. Keep an eye on your track & trace link — the package is being processed again. No update within 5 working days? Then contact us via order@shopatlot.com with your order number.

Question 8 — What if an item turns out to be unavailable?

If an item is unexpectedly out of stock, we will contact you within 1–2 business days. You will receive a refund via the original payment method. Would you prefer to exchange it for another item? That is possible, provided it is in stock. If the price is lower, we will refund the difference; if it is higher, you will receive a payment link.

Cancel and revoke

1. Cancellation can be done immediately

Order not yet shipped? You can still cancel it in your account.

2. 14-day reflection period

Received and yet not what you hoped for? You have 14 days to cancel.

3. Register a return in a few steps

Through us return portal you can register your withdrawal quickly and easily.

Do you want to cancel or withdraw an order? You can easily do this through your account or our returns portal. Read below to see how it works. Also check out our Cancellation Policy for the full details.

Question 1 — Can I cancel my order?

Yes, as long as your order has not yet entered the shipping process. Log in via account.shopatlot.com or via the account icon at the top right of the menu. Enter the email address you used to place the order — you will then receive a login code. Here you can view your orders and change or cancel them as long as they have not yet been shipped. After confirmation, you will receive a full refund including shipping costs.

Is your order already in the shipping process? Then cancellation is no longer possible. You can return the package after receipt via our return portal shopatlot.returnista.com.

Question 2 — My order has already been shipped — can I still cancel?

Cancellation is no longer possible once the shipping label has been created. You can return the package after receipt via our return portal shopatlot.returnista.com. You have 14 days from the date of shipment to do so.

Question 3 — I have received my order but do not want to keep it after all.

No problem. You have 14 days after receiving your order to register a return via our return portal shopatlot.returnista.com. After registration, you will receive a confirmation by email.

Question 4 — Can I cancel my pre-order?

Yes, as long as the pre-order has not yet entered the shipping process. Log in via account.shopatlot.com and cancel your pre-order item or order. Only canceled your pre-order item? Then send an email to order@shopatlot.com, and we will ship your order as soon as all items are in stock. Has your pre-order already been shipped? Then follow the return process after receipt.

Question 5 — Which products are excluded from withdrawal?

The right of withdrawal does not apply to:

Final Sale items — products with a 50% discount or more, clearly marked on the product page and at checkout.
Custom-made or personalized products.
Hygiene-sensitive products, such as jewelry, lingerie, and hair accessories.
Products whose seal has been broken.

For more information, see Returns and refunds.

Returns and refunds

1. Register a return via shopatlot.returnista.com

2. 14 days reflection period after shipping

You have 14 calendar days after shipment to register a return.

3. Refund within 14 days after receipt of return

Upon receipt of your return, we will refund the purchase amount to the original payment method.

We make returns as easy as possible and ensure a quick refund.
More information: Return and Refund Policy

Question 1 — How do I return an item?

Go to shopatlot.returnista.com and enter your email address or postal code along with your order number. Follow the steps to register your return and create a shipping label. You will receive an immediate confirmation by email.

Question 2 — What conditions must a return meet?

The item is unworn and unwashed.
The original labels are still attached.
The item will be returned in the original packaging.

Trying on to assess the fit is allowed. If you go beyond assessing the fit, we may deduct the depreciation from the refund amount.

Question 3 — Am I responsible for the return shipping costs?

Yes, return costs are the responsibility of the customer — unless the item is defective or does not match your order. In that case, we will reimburse the return costs.

Question 4 — Which products can I not return?

The right of return does not apply to:

Final Sale items — products with a 50% discount or more, clearly marked on the product page and at checkout.
Custom-made or personalized products.
Hygiene-sensitive products, such as jewelry, lingerie, and hair accessories.
Products with broken seals.

Question 5 — Received the wrong item or an item with an unexpected defect?

Report this via the return portal at shopatlot.returnista.com. We will review your request — if approved, you will receive a shipping label for free return.

Is it a Final Sale item? Send an email to order@shopatlot.com with a photo and description as proof, so we can assess it.

Question 6 — When will I receive my refund?

We refund within 14 days after receiving your return to the original payment method. For a full return, you will receive the full purchase amount including the outbound shipping costs — return shipping costs are excluded and remain your responsibility.

Question 7 — What happens to a non-identifiable return shipment?

If we cannot link a return shipment to an order, we will keep the package in our warehouse for a maximum of 1 week. Please contact us within this period via order@shopatlot.com so that we can identify the package. If we do not hear from you, the shipment will be marked as processed administratively and no further correspondence will be possible.

Question 8 — What if my return was sent late or not registered through the portal?

Returns must be registered through our returns portal at shopatlot.returnista.com. If this was not possible, you can also register your return via order@shopatlot.com — provided this is done within the 14-day period and can be proven.

If the registration cannot be proven within the period, or if the return is sent after the deadline, it will not be processed. The package can be returned to you at your expense for the shipping costs.