Frequently asked questions

Orders

• How can I track my order?

  Once your order has been dispatched, a shipping confirmation email containing your personal Track & Trace link will be sent to the email address used at checkout.

• Can I change or cancel my order?

  Once an order has been submitted, our fulfilment process starts quickly. For that reason, we cannot guarantee that an order can be cancelled or changed. Please contact Customer Care as soon as possible if you have made a mistake. If your order has already entered the packing or dispatch process, changes or cancellation may no longer be possible.

• I haven’t received my order confirmation. What should I do?

  Your order confirmation is sent automatically to the email address provided at checkout. Please check your spam or junk folder first. If you still cannot find it, contact our Customer Care team through the Contact page and include the name and email address used for your order.

• Can I change the shipping address of my order?

  If you accidentally entered the wrong shipping address, contact Customer Care as soon as possible and provide your order number and the correct address. We will do our best to help, but there is only a short window before an order is processed. Once an order has been packed or dispatched, the delivery address can no longer be changed.

• I entered the wrong email address. What should I do?

  Please contact Customer Care and provide your order number, full name and the correct email address. We will check whether your customer details can still be updated.

• Can I combine two separate orders?

  Orders are processed individually and we cannot guarantee that separate orders can be combined. If both orders have just been placed, contact Customer Care as soon as possible and we will check what is still possible.

Shipping & delivery

• What are the shipping fees?

  Shipping costs are calculated automatically during checkout based on your destination and the available shipping service. The total shipping cost will always be shown before you complete your purchase.

• When will my order be dispatched?

  We aim to process and dispatch orders as quickly as possible on working days. You will receive tracking information by email as soon as your order has been dispatched.

• What are the delivery times?

  Delivery times depend on the destination and shipping service selected at checkout. The estimated delivery time will be shown where available. Please note that delivery times are estimates and may be affected by the carrier, public holidays, customs or other circumstances outside our control.

• Do you ship worldwide?

  In general we ship worldwide and ship to the countries that are available for selection during checkout. If your country is not listed, we are unfortunately unable to ship to that destination at this time.

• Do I have to pay customs duties and taxes?

  For deliveries outside the European Union, local customs duties, import VAT, taxes or other governmental charges may apply. These charges are determined by the destination country and are normally the responsibility of the customer. ActiveModesty does not control charges imposed by local customs authorities.

• What should I do if my order is delayed or has not arrived?

  First check the Track & Trace link in your dispatch email. The estimated delivery time may have changed, the carrier may have left additional instructions, or the parcel may have been delivered to a collection point or alternative location. If the tracking information has not updated for an unusual period or your parcel appears lost, contact Customer Care with your order number.

• What if my parcel is marked as delivered but I have not received it?

  Please check around your delivery address, with household members or neighbours, and any collection point mentioned by the carrier. If you still cannot locate the parcel, contact the carrier and our Customer Care team as soon as possible with your order number and tracking details.

• What happens if I entered an incorrect address and the parcel is returned?

  If a parcel is returned to us because the delivery address supplied at checkout was incorrect or incomplete, please contact Customer Care. We will explain the available options once the parcel has been returned and processed. Additional costs may occur in that matter.

Returns & exchanges

• What is your return policy?

  If you change your mind about an online purchase, you may return eligible items within the applicable return period. Returns must be registered through our Returns Portal. Items should be handled only as necessary to assess their nature, characteristics and fit, and should be returned clean and with the original hangtags and packaging where reasonably possible.

  Our full return policy applies and is leading.

• How do I return my order?

  Use your order number and email address to start a return through the ‘Request Return’ link in the footer of our website. Select the item you wish to return, choose the return reason, select the available return method and submit the request. Follow the instructions provided in the Returns Portal. Please do not send products back without first registering the return.

• Can I exchange an item?

  We currently do not offer direct exchanges. If you would like a different size or colour, return the original item in accordance with our return procedure and place a new order through our webshop.

• Do I have to pay for return costs?

  For returns from the Netherlands, the applicable return fee will be shown in the Returns Portal and may be deducted from your refund. Customers returning from other countries are responsible for the applicable return shipping costs unless the return concerns an incorrect, damaged or defective item for which ActiveModesty is responsible.

• When will I receive my refund?

  Once your return has been received and processed, you will receive confirmation by email. Approved refunds are made to the original payment method in accordance with the applicable legal refund period. Your bank or payment provider may need additional time before the amount appears in your account.

• How can I check the status of my return?

  Where return-status information is available in the Returns Portal, you can use your order details to follow the return. You will also receive email updates when your return has been received and processed.

• Can I return sale items?

  Unless a specific lawful exception applies, eligible sale items purchased online follow the applicable consumer return rules. Any additional commercial conditions for final-sale or promotional items will be clearly stated before purchase.

• Can I return an item that I have worn?

  You may try on an item to assess its fit in the same way you reasonably would in a store. Items without hang tag and that show use beyond what is necessary to assess their nature, characteristics or fit may be subject to a reduction in refund value where legally permitted. For hygiene and quality reasons, please return garments clean and free from stains, odours, make-up, deodorant marks or other signs of use.

• What if I receive the wrong or a damaged item?

  We are sorry if your order is incorrect or arrives damaged. Contact Customer Care as soon as possible, include your order number and clear photographs of the item, packaging and relevant labels. We will review the issue and provide the appropriate solution.

• What if my item develops a fault?

  Please contact Customer Care with your order number, a description of the issue and clear photographs. We will assess the product and your statutory rights and let you know the next steps.

Payments

• Which payment methods do you accept?

  The payment methods currently available to you are displayed during checkout. Depending on your country and device, these may include major credit cards and supported digital or local payment methods.

• Is payment secure?

  Payments are processed through the secure payment providers integrated into our webshop. ActiveModesty does not need to store your full payment-card details in order to process your purchase.

• What currencies can I use?

  The currency options available to you are shown in the webshop and at checkout. If your payment account uses another currency, your bank or payment provider may apply its own exchange rate or conversion fee.

• My payment failed. What should I do?

  Check that your payment details are correct and that your payment method has sufficient funds or authorisation. You can also try another available payment method. If the problem continues, contact your bank or payment provider first and then Customer Care if necessary.

• When will I be charged?

  Your payment is authorised and processed as part of completing your order. The exact moment the amount appears on your account can depend on the payment method and provider.

• Can I receive an invoice?

  Your order confirmation and payment information are sent electronically. If you require additional invoice documentation, contact Customer Care with your order number.

Product & sizing

• What size should I order?

  Fit can vary by style, fabric and the way you prefer to wear your activewear. Please check the product description on each product page for product-specific fit information. If a style runs smaller, larger, shorter or more relaxed than usual, we aim to state this clearly on the relevant product page.

  Where available, we also provide practical fit details such as whether a style is fitted, regular or relaxed, garment length, fabric stretch, and the model’s height and size worn.

• How do I care for my ActiveModesty items?

  Always follow the care label inside your garment, as care instructions may vary by product.

  As a general guideline, wash garments inside out at 30°C with similar colours and avoid fabric softener unless the product care label states otherwise. Air drying is generally preferable for technical activewear.

• Can I use fabric softener?

  We generally advise against fabric softener on technical activewear because it can affect fabric performance. Always follow the care label for the individual product.

• Will colours stay the same after washing?

  Follow the care instructions carefully, wash with similar colours and avoid leaving wet garments in contact with other textiles. Some colour release can occur with deeply dyed fabrics, particularly during early washes.

Product availability & promotions

• An item I want is sold out. Will it come back in stock?

  Some styles, colours and sizes may be restocked. Where available, use the back-in-stock notification on the product page or follow ActiveModesty for product and restock updates.

• Do you offer discount codes?

  From time to time, ActiveModesty may offer promotional codes. The conditions and validity period of each promotion will be stated with the offer.

• My discount code is not working. What should I do?

  Check the spelling, validity period and conditions of the code. Some promotions may not be combined or may apply only to selected products or order values. If you believe a valid code should apply, contact Customer Care before completing your order.

• Can I apply a discount code after placing my order?

  Discount codes must normally be applied during checkout and cannot be added retrospectively after an order has been completed.

Contact

• How can I contact Customer Care?

  If you have any questions, our Customer Care team will be happy to assist you. Please contact us through the Contact page on our website. To help us respond efficiently, include your order number when your question relates to an existing order.

• When can I expect a reply?

  We aim to respond to Customer Care enquiries as soon as possible on working days.

• What information should I include when contacting you?

  For order-related questions, please include your order number, the email address used at checkout and a clear description of your question. For damaged, incorrect or defective items, include clear photographs where relevant.