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Frequent Asked Questions

 

I have placed an order, but I still have not received an order confirmation e-mail. What should I do?

Please ensure that you have entered the correct e-mail address. The order confirmation is always sent to the e-mail address saved in your customer account, i.e. the e-mail address you log in to your Blue Tomato customer account with.
If this e-mail address is correct, please check whether the confirmation e-mail may have been filtered into your spam folder.
Your customer account gives you an overview of all of your orders. Please check this overview to ensure that your order has been correctly entered and received by us. Please also take note of the order status.
If you can not find your order in this overview and also haven’t received a confirmation e-mail, please contact our Customer Service!

 

My size is not displayed on the product detail page, what does this mean? 

If your size is not displayed, it means that we do not have that size in stock at the moment or it might be sold out.
Only the products and sizes that are visible in the online shop are available for purchase.

 

What is Paypal and how does it work?

1. What is Paypal?
Paypal is an online banking system that can be used to pay in online shops like Blue Tomato. The aim of Paypal is to make online payments easy and safe to use for buyers and sellers.

2. How does PayPal work?
PayPal is pretty much an online bank. This means that a user of PayPal will have an account, with which they can manage payments they have made or received. 

There are several ways to transfer money with PayPal:
-You can transfer money directly to PayPal through simple bank transfers, and then pay online with that credit.
-You can use your credit card for payments. Like this the money doesn’t first need to be transferred to PayPal, but will go straight to the receiver.
Members’ information is protected with SSL during every transaction. Senders' financial details like credit card or account information is kept secret from the receiver, keeping them safe from abuse by payees.

 

How much does delivery cost?

Delivery costs vary depending on the country that your delivery address is located in.
A full overview of all costs is available here.

 

How long does delivery take? 

We process all of your orders as quickly as possible. However, the delivery time depends on several factors, such as your selected payment method, the availability of the products and the destination.
The order can only be dispatched once the payment process is finished.
We do not have any direct influence over the exact time of the arrival of your delivery! More information about delivery is available here.

 

Which countries do you deliver to?

For more information about deliveries, click here.

 

How do i track my Order?

You will receive your parcel number and its corresponding link by e-mail on the day it has been dispatched.
The tracking number is only activated once the courier service has scanned the parcel. For example, if you receive your delivery confirmation e-mail from us on Friday, you will only be able to begin to track your parcel on Monday, because that is when it will be scanned by the parcel service.

 

My delivery has gone missing, what should I do?

Don’t worry – we will do everything we can to make sure you receive your order!
If this is the case and your delivery has gone missing, please contact our Customer Service immediately.

 

I was never at home when the courier service came with my delivery, now the parcel has been sent back. What should I do?

Please contact our Customer Service immediately.
The parcel will be sent back to you again. You will also have the opportunity to provide us with a new delivery address where someone will definitely be available to accept the parcel (e.g. office, neighbour, friend…)

 

How do I proceed with returning or trading in an item?

We have a 22 day return policy . This gives you the possibility of sending back items purchased from us within the previous 22 days.

If you don’t like what you got, you can undo the entire order within that period. The cancellation does not require any stated reason you just have to fill the return form.

Details on the return process can be found HERE.