Frequently Asked Questions

My account

  • What are the benefits of my account?

    Check out faster and have an overview available of all your purchases, points and wishlist items in your online account. By creating an account on geishafashion.eu, you will automatically be a member, and your digital membership card can be found in your online account. The Geisha membership is a free membership with exclusive benefits. Save points with every purchase and receive vouchers. Receive even more benefits by subscribing to the newsletter for extra vouchers, exclusive access to events and updates from Geisha.
  • I forgot my password

    Click on 'Forgot password’ while logging in. An email will be sent with a link to create a new password.

Return policy

  • What is the return period?

    Unused products can be returned within 14 days after receipt of the order.
    Would you like to return multiple orders? Do not combine orders. Make each order a separate return shipment.

    Right of withdrawal
    The return period is 14 days, which starts when you receive your order. In order to exercise the right of withdrawal, you can inform Geisha by means of a clear statement (in writing, by post or e-mail) that you want to withdraw from the agreement. You are not required to do so. To meet the withdrawal deadline, it is sufficient for you to send your notification concerning your exercise of the right of withdrawal before the withdrawal period has expired. In any case, you must return the products to us no later than 14 days after the day on which you have notified us that you have decided to cancel the agreement. You are on time if you return the products before the period of 14 days has expired. Our return address: Singaporestraat 86, 1175 RA Lijnden.
    For expeditious processing, complete the return form with the reason for the return and attach it to the return shipment.
  • How can I return (part of) an order?

    Returns are free if you use DHL as the carrier. Of course, the order can also be returned via another carrier, but then you bear the costs. Place the products to be returned in the original packaging, stick the return label over the original shipping label on the package, and add the completed return form. Products do not need to be registered online for return. Take the return shipment to a DHL service point (find the nearest location on: dhlparcel.nl) and keep the proof of shipment.
  • What are the requirements for a product that I would like to return?

    The original labels must be attached to the product. We only take back unworn, unwashed and undamaged products. Geisha does not see fitting clothes as use. Do be careful with makeup, sharp objects etc.
    You are liable for any reduced value of the products resulting from the use of the products that goes further than what is necessary to establish the nature, characteristics and functioning of the products. Before we determine this value reduction and initiate the further process, Customer Service will contact you.
  • Can I exchange a product?

    If you wish to exchange a product, we recommend that you order the new product and return the received product.
  • I no longer have the original packaging and shipping label

    Please contact our Customer Service. They can provide you with a return label so that you can return the products in sturdy, protective packaging.
  • When will my return be processed?

    The products will be processed within 5 business days after receipt. After processing, the refund for the returned products will take place within 14 days via the payment method used for the purchase.

Ordering

  • What is the status of my order?

    After an order is placed, an order confirmation is sent. When the order is ready for shipment, you will receive a confirmation from DHL with a Track & Trace number so that the shipment of the order can be followed. It may happen that your order is yet to be received by DHL, so that the Track & Trace number does not yet provide exact delivery information. An email will always be sent by DHL with the exact delivery date and delivery time and the option to change it. We recommend that you always wait for this email, which may take up to 48 hours after placement of your order.
  • Can I cancel a placed order?

    Once the order has been placed, it can no longer be cancelled. The order can be returned within 14 days after receipt.
  • What are the shipping fees?

    Shipping within the Netherlands is free for orders over €50.00. Shipping fees for orders within the Netherlands under €50.00 are €5.95 regardless of the number of products. Shipping fees to Belgium and Germany are €7.95.
  • What are the payment fees?

    There are no payment fees associated with the available payment methods with the exception of the payment after delivery method, Klarna. The payment fees when using Klarna are €1.95. The conditions for 'Pay after delivery with Klarna’ can be found here. This payment method is only available in the Netherlands.

Warranty

  • What waranty do I have?

    All items you order online from us are covered by the statutory warranty. The statutory warranty means that a product must be and do what the consumer can reasonably expect from it. If a product is not sound, you are entitled to free repair, a new product or a refund of your money. There is no statutory warranty period in the Netherlands. This is because different products have different lifespans.

    Is the problem with the product your fault? Then you are not entitled to free repair, a new product or a refund of your money. Did you use the product normally, but it has just worn out? Then, too, you are not entitled to free repair.

    You must be able to use a product for a certain time (the first 6 months) without any problems. A product is unsound if it is not complete, if it is damaged, broken, or you cannot do with it what Geisha said. That means that you are entitled to free replacement or repair, unless Geisha can prove that you have used the product improperly. After a certain period of time, you must be able to demonstrate that you have used the product normally.

    If a product does not meet your wishes, always contact Customer Service.

    Should we not find a solution, you can always send an email or (registered) letter explaining the problem clearly and chronologically and requesting a response within 2 weeks. If we do not respond, you can then make use of your legal assistance insurance. If you do not have this, you can contact the Consumentenbond.