Customer Service

We accept, among others:

• iDeal
  
• Maestro
  
• Visa
  
• Mastercard
  
• Apple Pay
  
• Google Pay
  
• Shop Pay
  
• PayPal
  
• Klarna (Pay later, Pay in 3 installments)
  
• Bancontact
  
• BLIK
  
• MobilePay
  
• USDC
  
• Gift card (issued by LOT.)
  
• Store credit (Issued by LOT.)
  

You will see all available options automatically during checkout.

Yes. All our payment methods are processed through secure payment gateways.

These comply with the PCI-DSS standards of, among others, Visa, MasterCard, and American Express.

Try the following:

1. Clear browser cache
   
2. Use a different browser
   
3. Choose a different payment method
   

Has the amount been debited but you have not received an order?

Then email us directly and add a screenshot or export of your bank transaction.

Yes, you can!

You can use one discount code and combine this with both a gift card and store credit in one order. They are automatically applied in the correct order:

1. Discount code – enter it during checkout.
   
2. Gift card – enter it as a code.
   
3. Store credit – choose it as a payment method in the last step of the checkout.
   

Note: For discounted items, the discount is already included in the price you see in your shopping cart. The displayed discount percentage has already been applied.

Gift card (webshop)

• Valid for 1 year
  
• Usable on all items
  
• Can be combined with discount, gift card, and store credit
  

Gift card (Returnista Store Credit)

• Received upon refund via return portal
  
• Valid for 1 year
  
• +10% extra when choosing Store Credit

Gift card (created)

• Valid for 3 months
  
• Used for: special promotions

Store credit

• For compensations
  
• Valid for 3 months
  
• Works as a payment method, just like money

Email us the discount code + your order number, and we will look it up for you immediately.

Note: per order you can use only one discount code.

Yes!

If your item drops in price within 48 hours after purchase, you will receive the difference as store credit (valid for 3 months).

Send us your order number and the item in question.

Note (returns):

The 48-hour policy only applies if you keep the item.

If you want to return the item anyway, the right to price compensation automatically expires.

Note (promotion periods):

During intensive discount periods — such as Black Friday, monthly promotions, or other campaigns with daily changing deals — the 48-hour price guarantee does not apply.

During these periods, prices can change more quickly and we do not compensate for earlier or later discounts.

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. Therefore, you are responsible for managing your payment in the Klarna app or via your Klarna account.

Frequently asked situations:

• Refund after return:
  
  We process your return as soon as it is received. Klarna processes the refund only after we have approved the return.
  
  Note: We cannot speed up this process through Klarna — only Klarna can adjust the status of your payment.
  
  
• Claim or payment pause submitted to Klarna:
  
  This is handled entirely by Klarna and falls under their policy. We cannot view or make changes to your Klarna file.
  
  
• Questions about fees, reminders, or blocks:
  
  This information is only available through Klarna itself.
  
  

For questions about your payment, refund, or any issues, we therefore refer you to Klarna’s own customer service:

👉 https://www.klarna.com/nl/klantenservice/

Would you like to view Klarna’s terms and conditions?

👉 https://www.klarna.com/nl/voorwaarden/

Of course, we are happy to help you if there is something wrong with your order or return. Feel free to send us a message via order@shopatlot.com.

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

Note: if the billing address does not match the shipping address, the order may be automatically canceled to prevent fraud.

Do you still want to have it delivered to a different address? Then choose another payment method such as iDeal or PayPal.

We ship to all countries within the European Union. Shipping costs vary by country and are automatically calculated during checkout. Below you will find an overview of our standard rates:

• 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 countries – €14.95

For the Netherlands and Belgium, we also offer the option to have an order delivered to a PostNL Pickup Point.

We do not ship outside the European Union.

We ship your order from Tuesday to Friday via PostNL — excluding weekends and holidays.

Orders usually leave within 1-2 business days.

As soon as your package has been shipped, you will receive an email with your track & trace number.

With this, you can track your order in real time.

Yes! Choose during checkout Pickup in warehouse – Nijverdal.

You will receive a notification as soon as your package is ready.

That can sometimes happen — the package needs to be processed again by the delivery service.

Keep a close eye on the track & trace.

No update within 5 working days? Then contact us.

We ship pre-orders as soon as the item arrives with us.

Are you ordering multiple items?

Then we will ship the order all at once when everything is complete.

Note: You can find the expected delivery time of your pre-order on the product page on our website.

If an item is unexpectedly unavailable, we will contact you within 1–2 working days. We will refund the purchase amount to the account of the payment method used.

Would you prefer to exchange it for another item? That is possible, provided the new item is in stock.

• Money back? Then we will refund the difference.
  
• Do you need to pay extra? Then you will receive a payment link from us. Once the payment is completed, we will continue processing your order.

1. Go to shopatlot.returnista.com
   
2. Log in with your email and order number
   
3. Select the item(s) you want to return
   
4. Choose: exchange, Store Credit, or refund
   
5. Submit the package and keep your shipping receipt

Returns are accepted when:

• Your return is registered within 14 days of receipt
  
• Item(s) are unworn, unwashed, free of odors/stains, repaired defects and with tags
  
• Items without deodorant, perfume, or makeup traces
  
• Original packaging is present
  
• Not a Final Sale item (≥50% discount) — these are only reimbursed as Store Credit
  
• Jewelry, lingerie, and hair accessories are excluded for hygienic reasons

We process your return within 7 days after it has been received in our warehouse.

As soon as your return is approved, you will automatically receive a confirmation by email.

After approval of your return, we will refund the purchase amount via the payment method used for the order.

We pay within 14 days after receipt of the return back.

Please note that the processing time of your bank or payment provider may affect when you actually see the amount.

Store Credit

If you choose Store Credit, the credit will be added within 14 days after receipt of the return.

Fortunately, that rarely happens, but of course we are happy to resolve it for you.

Report the item in our return portal with one of the following reasons:

• Item is damaged
  
• Received wrong item
  

Our customer service will then contact you as soon as possible and provide a suitable, free solution.

Yes, you can. You can also return or exchange your order directly at our warehouse.

First register your return in the return portal and then choose: Other options › Deliver to warehouse, Nijverheidsweg 23-21, Nijverdal.

Final Sale items (≥50% discount) cannot be returned.
These exceptionally high discounts fall outside our standard return policy.

We always communicate this in advance on the product page, so you know exactly what to expect. Unsure about size, fit, or material? Feel free to send us a message via order@shopatlot.com; we are happy to advise you.

When you return an order, the return costs and shipping risks are always at your own expense.

With a full return you will receive the full purchase amount including the shipping costs of the outbound shipment back

(return costs excluded).

We advise you to always send your return with a track & trace code and keep it safe.

Non-identifiable returns or return shipments received after the 14-day period will be stored for a maximum of 1 week in our warehouse.

Please contact our customer service within this period to collect your package.

After this period, the shipment will be processed administratively and no further correspondence will be possible.

Returns that are sent after 14 days and/or are not registered via our return portal, will not be processed.

LOT.
Address: Nijverheidsweg 23-21, 7442 CH Nijverdal, Netherlands
E-mail: order@shopatlot.com
Website: www.shopatlot.com
Chamber of Commerce: 92737242
VAT: NL004975124B30

1. These terms apply to all orders placed via shopatlot.com.
2. Before you complete an order, you will have the opportunity to read and accept these terms.
3. If specific promotional terms apply in addition to these terms, the provision most favorable to you always applies.

1. We do our best to describe and display our items as clearly as possible.
2. Obvious errors or mistakes, such as price or typing errors, bind LOT. not.
3. All prices include VAT.

1. The agreement is concluded as soon as the order via our webshop is completed and the payment is confirmed.
2. You will always receive a confirmation by email.
3. We take appropriate measures to carry out the delivery safely and reliably.
4. If delivery is delayed or a product turns out to be unavailable, you will be notified. You then have the right to free cancellation and refund. See also article 10 for force majeure situations.
5. The agreement is concluded exclusively with a consumer of 18 years or older.
6. LOT. reserves the right to cancel an order in case of obvious errors in price or product information, or in case of suspected abuse.

1. Payment is made via the payment methods offered on our website.
2. All prices are in euros and include VAT.
3. The order will only be shipped after receipt of payment.
4. Incorrect payment details must be reported immediately.
5. In case of a full return shipment, the paid shipping costs will be refunded. Not in case of a partial return.
6. Ownership of the delivered products remains with LOT. until full payment has been received.
   

1. We ship orders as quickly as possible, usually within the stated delivery time.
2. If the delivery is delayed, you will be notified.
3. Delivery takes place at the address provided with the order.
4. The risk of damage or loss lies with LOT. until the moment of delivery.

1. You have the right to return an order within 14 days after receipt without giving any reason.
2. During this period you may inspect and evaluate the item as you would in a physical store.
3. Returns are easy via our digital return portal.
4. Items should, if possible, be returned in their original condition and packaging.
5. The costs of return shipping are at your own expense.
6. Refunds (full or partial) will be made within 14 days after receipt and processing of the return, using the same payment method with which the order was placed.
7. In case of a full return, you will be reimbursed for the outbound shipping costs.
8. Products that for hygienic reasons are not suitable for return and whose seal has been broken are excluded from returns.
9. Final Sale items (≥50% discount): Items marked as Final Sale are not subject to the right of withdrawal and cannot be returned. This exclusion is clearly stated in advance on the product page.

1. We guarantee that our products comply with the agreement and the expectations you may have of them.
2. Legal warranty always applies.
3. Discover a defect? Then report it as soon as possible via order@shopatlot.com.

1. We are happy to resolve complaints together.
2. Complaints are answered within 14 days. If it takes longer, you will receive a message with the expected timeframe.
3. If a complaint is not resolved, you can submit it to the competent court.

1. In case of force majeure (such as malfunction, strike, pandemic, natural disaster or transport problems), LOT. may temporarily suspend the execution.
2. If this lasts longer than 30 days, you can cancel the order free of charge.

1. LOT. is not liable for indirect damage, such as consequential damage or lost profits.
2. Our total liability remains limited to the amount of the order.
3. LOT. takes care with unique product names, but cannot be held liable for unintended similarities with existing brand or trade names, as long as there is no confusing or intentional infringement.

Only Dutch law applies to all agreements with LOT.

We can change these terms. The latest version is always on shopatlot.com. For existing orders, the terms that were in effect at that time apply.

1. All names, logos, designs, photos, and texts used on the website are the property of LOT. or its suppliers.
2. Without written permission from LOT., nothing from the website may be copied, reproduced, or used for commercial purposes.
3. Product names are used solely for identification and may correspond to existing brand names; LOT. does not intend to infringe on the rights of third parties.

If any provision in these terms proves to be invalid, the remaining provisions shall remain fully in effect. The invalid provision will be replaced by a provision that best approximates the intent of LOT. and the consumer.