How can we help you?

If you cannot locate your order confirmation email, firstly check your Spam and Junk folders. If it is not there, please contact Customer Service for assistance.

Once an order has been placed, it is no longer possible to cancel or change it. Of course, if you change your mind, you can still return your order within 30 days via the Return Portal.

There are a number of conditions for returning items to Hunkemöller:
1. You must return items within 30 days. This period begins on the day you have received your order.
2. Items must be unused and undamaged, and with all original hangtags/labels attached
3. Hunkemoller reserve the right to refuse your refund if the items are not returned to us in their original condition

Once an order has been placed, it is no longer possible to change the delivery address via our website. Once you receive the Track&Trace code via email, you can check on Evri's website if there is an option to adjust the delivery location to a Service Point.

Unfortunately it is not possible to deliver to PO boxes, however, we do offer Pick-up Point deliveries where you can select the nearest point to your desired delivery location.

Your order can be delivered in the following ways:

• Home delivery via Evri
• Pick-up Point delivery via Evri

Please note: We are currently unable to deliver orders to Northern Ireland. Sorry for the inconvenience.

There is a search box at the top of the website. By entering what you want to search for into the box, you can quickly find products or answers to your questions.

It is very easy to order items on Hunkemoller.com. You add the items you want to your shopping bag. You then proceed to the check out page. If you have a Hunkemöller account, you can log in with your e-mail address. If you don’t have an account yet, create an account or order using the “guest checkout” option.

If you are not at home when your order is delivered, the postman will leave a message. You can pick up the parcel within two week at an Evri access point. If you do not pick up the parcel, it will be returned to Hunkemöller and your payment will be refunded.

You can easily divert your parcel to a preferred neighbor, safe place or Evri ParcelShop via the tracking number on Evri website.

Due to the busyness in our stock center and / or busy with the postman it can sometimes take longer. If you want to track your package, you can do so with the Track & Trace code via the Evri website. You can find this in the confirmation that you receive by e-mail when your package has left our stock center. It's good to know that you will always receive a confirmation by e-mail when your package has been sent. We are sorry for any inconvenience this may cause you and thank you for your patience.

At the moment there are no physical stores yet in the UK.

You can find all Hunkemöller stores in our storelocator.

Go to the storelocator, enter your zip code or city name and find your nearest Hunkemöller store.

Delivery within 1-3 working days.

If you have received your Track & Trace code, it can take up to 24h before you are able to actually track your order. If you get an error message, please try again later.

If you want to follow your package you can do this with the Track & Trace code on the Evri - website. We will send your code in the email once your order has left our warehouse or check My Hunkemöller.

Tip: download the Hunkemöller app for an overview of your online orders.

We are very sorry that you have received the wrong size or colour of the item you ordered. Please contact our Customer Service department who can assist you.

The shipping costs are depending on your shipping method:

- Home delivery via Evri £4.95

*Free shipping from £10

Yes, you can easily add a giftbox in your shopping basket. The giftbox comes in one size only. If you have order multiple items and want to make sure they all fit, order multiple giftboxes.

Please note that giftbox can only be returned in unfolded/unused condition, otherwise will not qualify for a refund.

Some of our products are non-returnable, namely products with a view to health protection or hygiene whose seal has been broken after delivery, or personalised products.

Please note that the gift box can only be returned in unfolded/unused condition, otherwise you will not be eligible for a refund.

We kindly ask you to leave the packaging of the items below unopened, sealed, or unfolded, otherwise will not qualify for a refund.

1. Adhesive bras
2. All products in the Beauty line
3. Pantyhose and stockings
4. Vibrators and other toys
5. Gift box

You will not receive a different item if you return an item to Hunkemöller. However, you can place a new order through our website.

Per item returned, a proportional amount will be written back to your (digital) Member card. This can take a few days.

When we receive your parcel, we will confirm this via email. This may take up to 14 days. The amount will be credited to the original payment method 2 to 5 days after the confirmation email has been sent.

If you return the entire order, you will receive the entire purchase price including delivery costs (minus the return costs of £1.95). If you return part of the order, you will only be refunded that part (minus the return costs of £1.95). The return costs of £1.95 will be settled per order.

Hunkemöller B.V. is committed to protecting your personal data. It’s your information, and we respect that. Our Privacy Policy gives you detailed information on when and why we collect your personal data, how we use it and how we keep it secure.

If you would like to delete, update, transfer or have access to your personal data, please use our contact form on the website: 1. Go to ‘contact’ and fill in the mandatory fields 2. Choose subject ‘Data Privacy’ 3. Send the form

We will get in contact with you within 14 days after your request. It is possible that we will ask you for further information.

It's not yet possible to exchange items via Hunkemoller.co.uk. If you want a different size or colour, return the items and place a new order.

After receipt of the product you have a reflection period of 30 days to decide whether you want to revoke / rescind* the agreement. During this period you can examine, consider and/or fit the product as you are also accustomed to in a shop.

As soon as you indicate that you want to rely on your right of withdrawal, you must return your order to us within 14 days.

You can use Right of withdrawal form. However, you are not required to use the model form, because the right of withdrawal also applies without the form.
After the rescission you still have 14 days to return the product**.

Your potential payment obligation does not expire as a result of the reliance on the right of withdrawal. You still need to pay within the imposed time limit.
As soon as possible, however within 14 days after the rescission, the value of the returned products is refunded in the same manner as your original payment. If you return a part of the order then you are only refunded that part. 
If we do not receive your parcel within 14 days after rescission then we can only process the refund if you are in possession of a certificate of posting that demonstrates that you sent the return within these 14 days after rescission.
The reliance on your right of withdrawal is, however, not the same as a regular return. At Hunkemoller we offer the possibility of returns up to 30 days after purchase via our regular returns process.


* Withdrawal: Products must (where reasonably possible) be undamaged.  
** Excluded from returns: products that are not suitable to be returned due to reasons of health protection or hygiene and of which the seal has been broken after delivery, or products that are clearly meant for a specific person.

 

What are the return costs?

Return via an Evri Service Point (£1,95):
The return costs of £1,95 will be settled per order, and will be deducted from the value of the returned items.

Yes, there is a legal guarantee when you shop at Hunkemoller.uk

Can't log in? First check if you have filled in the right email address and/or password. If you get a 'this is email address is not recognised' notification, it means you don't have an account (see also 'How can I make a My Hunkemöller account?').

If you have lost or forgotten your password, click 'Forgotten password?'. You will receive an email from us with a link to where you can change your password.
If you have forgotten the email address you used to create your Member account, please contact our customer service team and provide your Membercard number (see also 'Where can I find my Membercard number?').

If you need to change your details, please log in to the website or app and go to the Members page. Click 'My Profile' and go to the 'Modify' tab. Once you have changed your details, click 'Save changes'. You can also add multiple delivery addresses. You can also change most of your details in store if you provide the cashier with a valid form of ID.

If you need to change your details, please log in to the website or app and go to the Members page. Click 'My Profile' and go to the 'Modify' tab. Once you have changed your details, click 'Save changes'. You can also add multiple delivery addresses. You can also change most of your details in store if you provide the cashier with a valid form of ID.

To change your details, log on to My Hunkemöller. Click 'My Profile' and then 'Change password'. Scroll down to 'Change my password'. Enter your current password, then enter your new password. Double check this information and click 'Change password'.

If you want to delete, update, transfer or access your personal data, please use the contact form on our website and follow these steps:

• Go to the Contact page on the website or type https://www.hunkemoller.nl/contact into your browser and/or fill in the compulsory fields, including your Membercard number.
• We will get back to your request within 2 working days. We may ask you to provide additional information.

 

You can also delete your account by clicking on the “Delete” button via the Hunkemoller app.

Click ‘Sign up’ at the bottom right of the page. You can also sign up to the newsletter via your My Hunkemoller Member account. Log in to My Hunkemöller, go to 'My Profile', click 'Modify' and tick 'I would like to receive the latest news about offers, trends, events and personal recommendations from Hunkemöller'.

The newsletter are only sent out with new Hunkemöller sales and offers or contain personal recommendations based on your previous purchases.
- Frequency: 3 to 4 times per week as standard, but this can change based on your behaviour. 
- This information includes new sales and offers, inspiration, invitations to events, prize contests and personal recommendations. Members will receive special Member offers.
- If you no longer wish to receive our newsletter, click on the link at the bottom of the newsletter. You can also unsubscribe from the newsletter in your account. Log into your My Hunkemöller account, go to 'My Profile' and click 'Edit', then untick the 'I would like to receive the latest news about offers, trends, events and personal recommendations from Hunkemöller' box.

Your Member account doesn't expire, but your Member Points will expire after 6 years of inactivity on your account.
Passion Points will also expire if you have made no purchases in the last 365 days. You will be moved down to the previous points level (see also 'Can I drop levels?').

A new member will start at the level of the number of points earned from their first purchase. This is usually Level 1 but can also be higher depending on the amount spent and the completeness of their profile when registering.

On the website and in the app you will be able to see how many points you have, which level you are in and how many points you need to reach the next level. This information will also be included in every newsletter, meaning you will always be up-to-date in terms of your Passion Points status. You will also receive a monthly overview of your available shop credit and vouchers! You can also check your balance in store when you scan your Membercard at the checkout.

You can up a level and get access to more exclusive benefits by earning more Passion Points. For an up-to-date overview of the benefits of each level, see https://www.hunkemoller.nl/passionpoints-benefits

1) You have made no purchases at Hunkemöller within 365 days, meaning you will go down 1 level and your points balance will be adjusted to the number of points at the end of that level.

2) You have redeemed your Passion Points for a voucher.

3) You have returned a purchase, with the Passion Points earned from this purchase being deducted from your Member Account

Vouchers that you have earned from reaching a (higher) points balance will be removed from your account due to your lower points balance. The Shop Credit you have acquired will not be affected. If you return a purchase for which Shop Credit was used after dropping a level, this credit will be returned to your account.
Given that vouchers can only be used once, dropping a points level will not entitle you to vouchers available at a lower points balance if you have already received these vouchers.

Yes. You can gain access to certain exclusive vouchers by redeeming your points. You will be able to use your vouchers once you have redeemed the relevant number of points.

When you do a purchase in store, your Passion Points balance will be updated within 24 hours after your purchase.

When you do a purchase online, your Passion Points balance will be updated after dispatch of your order, this can take a couple of days. You will receive an email about this. It may take one or two days before your Passion Points are credited to your Membercard. If they are still not credited after a few days, please send an email within 30 days after your purchase to our Customer Service customerservice_uk@hunkemoller.com. Please make sure you mention your Membercard number, the order value and the number of your order/receipt – if purchased in store a copy of your receipt in the email.

If you have earned Passion Points in another way such as via Facebook, please include this in your email as well with a brief summary of the promotion and screenshots if available.

Yes. If you can identify yourself at the checkout with a valid form of ID, the cashier will be able to look you up on our database and add the points to your balance.

Yes, contact customer service to have your points added to your account.

 

As a My Hunkemöller Member you can earn £5 shop credit at several moments. On other moments you will receive personal vouchers that you can use for discounts or to receive a gift or a reward. Your Passion Points, Vouchers and Shop Credit will be added to your Member account automatically. In store, on the website and in the app you always have a up to date overview of your saved Passion Points, your vouchers and your Shop Credit. You can use your Shop Credit and vouchers in store, in the app or in the webshop. The expiration date of a shop credit & vouchers can be found in the Member account.

You can't redeem multiple vouchers as part of one purchase. You can use a maximum of 20 shop credit per order

You can enter and redeem your discount code in your shopping basket on the website and in the app. You will need to enter the code and click 'add'.

You can't redeem multiple vouchers per order. You can only use maximum of 20eu shopcredit per order. You can find all the terms & conditions of a voucher in your account. 

When we have received your package, you will receive a return confirmation by e-mail. This can take up to 10 business days. Once you have received this email, you will be refunded within 3 working days. We will pay you back using the same means of payment as you used for the original transaction. You will only be refunded when we have received the returned items.

If you return the entire order, you will receive the entire purchase price including delivery costs (minus the return costs of £1,95). If you return part of the order, you will only be refunded that part (minus the return costs of £1,95). The return costs of £1,95 will be settled per order.

* Return cost will be applicable from January 2023 onwards

 

If you have used Passion Points and/or Shopcredit: Per item returned, a proportional amount will be loaded back to your (digital) Member card. This can take up to 48 hrs.

If you paid by Hunkemöller Lingeriecard: refunds of your purchase with Gift Card will be refunded to the Gift Card used.

If you paid (partially) with a voucher other than Shopcredit, you will only be able to reuse that voucher if you returned your entire order.

 

Yes. When you return an item, the equivalent amount of Shop Credit returned per item will be refunded to your (online) Membercard. Points earned as a result of this purchase will be deducted from your Member account.

When you exchange an item, the redeemed Shop Credit per returned item will be deducted from the price of the exchanged item and will be included in the price of the new item. Passion Points earned during the order will be deducted from your Member account, while any Passion Points earned from the purchased of the new exchanged item will added back to your account. If you have used a discount voucher that you obtained through redeeming Passion Points, these points will not be returned to you and you will not be able to claim this voucher again. The discount you received per returned item will be deducted from the price of the exchanged item and added to the new item if the discount is still valid.

When you return your order in full in one or multiple parts, the vouchers used will be added back to your Member account as soon as the entire order has been returned. Any Passion Points that were redeemed for these vouchers will also be added back to your Member account.

If you do not return the whole order but just one or more items in the order, the vouchers used in your purchased will not be added back to your Member account. Any Passion Points redeemed for these vouchers will not be added back to your Member account.

Vouchers for gifts, services, prize competitions, invitations to events or free delivery will never be added back to your Member account after a full or partial return.

When you exchange an item, the discount provided by the discount voucher when paying for an item will be deducted from the price of the exchanged item. Passion Points earned from this order will be deducted from your Member account, and Passion Points earned from the new exchanged item will be added to your balance. This does not apply to vouchers that offer gifts, services, competitions, invitations to events or free delivery.

If you no longer want to receive our newsletter, click on the link at the bottom of the newsletter. You can also specify that you don’t want to receive the newsletter on your Hunkemöller account page.

You can view your account statements using “Recent orders” on your “My Hunkemöller” page. To view all your orders, click on “View previous orders”

A Hunkemöller gift card is a gift voucher of which you can determine the value yourself. Perfect to surprise a friend with. You can use the Hunkemöller gift card in our stores and online. Keep the Hunkemöller gift card safe, even after use! Refunds of your purchase with the Hunkemöller gift card will be refunded to the same card.

You can redeem Hunkemöller Membercard credits in all of our stores.

Here you can find our actual promotions .

You can redeem your discount code or voucher in your shopping basket. Fill in your code and click on “Add”.

Shopping on Hunkemoller.co.uk is very safe. We use the secure SSL method. This means that your personal information is encrypted and cannot be read by third parties.

We comply with all the privacy regulations and other legal requirements. We will never share your personal information with third parties without your permission. Read  more about security and privacy.

How long it takes to process a payment depends on the payment method. With Sofort Banking it is fast, and is usually done immediately. If you pay with PayPal, the amount is usually debited immediately from your PayPal account. If you pay by credit card, the amount is only debited when your order leaves the warehouse.

Yes, that is possible. If you have saved enough Passion Points you can redeem the credit in the check-out.

For each item you return, the amount is proportionately transferred back to your (digital) member card. It can take a few days until this happens. 

You can pay for your online order using the following payment methods:

PayPal
Credit Card (Mastercard, Visa and American Express)
Klarna*
Apple Pay

*If you pay with Klarna and you are entitled to a refund for your order, you are still responsible for your payment to Klarna associated with the order. You will then receive your refund through Klarna once it is processed from our side.

Yes, redeemed shop credit will be added back onto your Membercard when you return your order online or bring it back in store. This can take a few days before it’s processed.

Always wash new items before wearing. Red and dark items should be washed separately.

Go to our washing instructions page for more information.

At the moment there are no physical stores yet in the UK.

You can find all Hunkemöller stores in our storelocator.

Go to the storelocator, enter your zip code or city name and find your nearest Hunkemöller store.

After receipt of the product you have a reflection period of 30 days to decide whether you want to revoke / rescind* the agreement. During this period you can examine, consider and/or fit the product as you are also accustomed to in a shop.

As soon as you indicate that you want to rely on your right of withdrawal, you must return your order to us within 14 days.

You can use Right of withdrawal form. However, you are not required to use the model form, because the right of withdrawal also applies without the form.
After the rescission you still have 14 days to return the product**.

Your potential payment obligation does not expire as a result of the reliance on the right of withdrawal. You still need to pay within the imposed time limit.
As soon as possible, however within 14 days after the rescission, the value of the returned products is refunded in the same manner as your original payment. If you return a part of the order then you are only refunded that part. 
If we do not receive your parcel within 14 days after rescission then we can only process the refund if you are in possession of a certificate of posting that demonstrates that you sent the return within these 14 days after rescission.
The reliance on your right of withdrawal is, however, not the same as a regular return. At Hunkemoller we offer the possibility of returns up to 30 days after purchase via our regular returns process.


* Withdrawal: Products must (where reasonably possible) be undamaged.  
** Excluded from returns: products that are not suitable to be returned due to reasons of health protection or hygiene and of which the seal has been broken after delivery, or products that are clearly meant for a specific person.

 

What are the return costs?

Return via a UPS Service Point (£1,95):
The return costs of £1,95 will be settled per order, and will be deducted from the value of the returned items.