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My Hunkemoller
What is My Hunkemöller?
At Hunkemöller, our customers are everything. My Hunkemöller is a points-based loyalty programme by Hunkemöller which in-store, online and app customers can join and become Members. My Hunkemöller is designed to value these Members in a personal and inspiring way and given them an incredible experience. We reward our Members with discounts, gifts and exclusive services. The more you shop and engage with us, the more points you earn, the higher the level you reach. Each level has new and increasingly more exclusive benefits for you! These include limited edition products, invites to events, discount vouchers, a gift on your birthday, an invitation to the Members pre-sale and many more. Take a look at all the programme's benefits at: https://www.hunkemoller.nl/passionpoints-benefits
We use the information we receive from our Members to better meet the needs of our customers.
Members save points (Passion Points), which add up to a points balance.
The programme has 4 levels. Your number of points determines your level within the programme. Each level has a start and end balance.
The points balance determines which vouchers you will receive. Members receive Shop credit to the value of £5 and a variety of discount and gift vouchers.
You recieve at:
250 punten = £5
750 punten = £5
1000 punten = £5
1500 punten = £5
2000 punten = £5
If you don't make any purchases within 12 months, you will go down a level and you points balance will be reduced to the number of Passion Points for the end of that level..
How can I create an account for MyHunkemöller?
-To create an account, you click on the bar in the top at 'log in' to go to the registrationpage.
-Do you not yet have an account? Under the header 'I am new' please fill in all the requested fields and accept the conditions.
-You can also register and become a Member via the Hunkemoller app.
*Pay attention: you will receive an e-mail to confirm your registration. When you click on the link in the e-mail, you are officially an Member of MyHunkemöller. When you complete your registration and fill in all the fiels, you receive 100 extra Passion Points! For more information, see the question 'How do I save for Passion Points?''
Can I also use My Hunkemoller Member Account in other countries?
I can't log into My Hunkemöller, what do I do?
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 get a 'this account is not yet activated' notification, you need to resend the activation email to your inbox. Please note: you will receive an email asking you to activate your account. Your My Hunkemöller Membership will only begin once you have clicked the activation link in this email and you then be able to use rewards such as vouchers and Shop Credit both in store and online (on our website and in the app)!
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?').
How do I change my address?
How do I change my e-mailaddress?
How do I change my password?
How can I delete my account?
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.
I would like to receive the Hunkemoller newsletter, what do I need to do?
Click ‘Sign up’ at the bottom right of the page. You will then receive a confirmation email. Click on the link in this email to confirm your registration. 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 reading behaviour and will be sent at a time of day when you are most likely to read it.
- This information includes new sales and offers, inspiration, invitations to events, prize contests and personal recommendations. Members will receive special Member offers.
- If you know 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.
How long are Passion Points and shop credit valid for?
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?').
What level do Members start at?
How do I know which level I'm on?
How do I go up a level?
My (Passion Points) balance has gone down. How did that happen and what happens next?
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.
Can I exchange Passion Points?
I didn't receive Passion Point with my purchase, what to do?
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.
I've forgotten my phone/my phone's battery died/I don't have my Membercard with me but I still want to make a purchase in-store. Will I still be able to earn Passion Points?
I forgot to log in during my transaction but I would like to make a purchase on the Hunkemoller website. Will I still be able to earn Passion Points?
When do I receive rewards such as Shop Credit and vouchers for the Passion Points I have saved up?
How do I use my Shop Credit, discount code or voucher?
Where can I redeem discount codes on the website or in the app?
Are there any conditions for using shop credit, a discount code or a voucher?
How is the return amount determined if I return online and have used my Passion Points discount credit with my order?
Per item returned, a proportional amount will be refunded to your (digital) Membercard. This can take a few days to process.
Will I get my Shop Credit back if I return my order in part or in full online or in store and what will happen to my Passion Points?
What happens to my used Shop Credit if I exchange all or part of my order in store and what happens to my Passion Points?
Will I get my voucher back if I return part/all of my order and what will happen to the Passion Points I redeemed to claim this voucher?
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.
What happens to my used voucher if I exchange all or part of my order in store and what happens to my Passion Points?
How can I unsubsribe from the e-mail newsletter?
Shipping & Delivery
Where is my package?
Pick up in a couple of working days.For current delivery days please check the banner. If you want to follow your package you can do this with the Track & Trace code on the UPS - website. We will send your code in the email once your order has left our warehouse or check My Hunkemöller. Your package will be saved for 14 days at the UPS access up point. After this period your order will be returned and within 10 days your money will be wired back to your account automatically.
Tip: download the Hunkemöller app for an overview of your online orders.
I have not received my order. What should I do?
Unfortunate it can happen that you will not receive all items. Best thing to do is to contact our Customer Service department. We are no longer able to deliver any more purchases to Northern Ireland for the moment. Sorry for the inconvenience.
I have received an item I did not order, what should I do?
If you have not received all the items you ordered or received items you did not order at all, please contact our Customer Service department. We are no longer able to deliver any more purchases to Northern Ireland for the moment. Sorry for the inconvenience.
I have not received a confirmation email, what to do?
Can I cancel an order?
Can I arrange for my order to be delivered to a different address?
Can my order be delivered to a postbox address?
How will my order be delivered?
Your order can be delivered as following:
- Home delivery via UPS
- Pick up at an UPS Accesspoint
-Delivery: Pick up in a couple of working days. For current delivery days please check the banner. Your package will be saved for 14 days an an UPS access up point. After this period your order will be cancelled and within 10 days your money will be wired back to your account automatically.
How can I find articles on the website?
How do I order something on hunkemoller.co.uk?
What will happen if I am not at home when my order is delivered?
My order is too late, what now?
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 UPS 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.
Is there an overview of all Hunkemöller stores?
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.
How long does it take for an order to be delivered?
My Track & Trace code is not working, what should I do?
Where can I find my Track & Trace code?
If you want to follow your package you can do this with the Track & Trace code on the UPS - 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.
I have received the wrong size and/or colour, what should I do?
What are the shipping costs?
The shipping costs are depending on your shipping method:
- Homedelivery via UPS €4.95
- UPS Accespoint €3.95
*Free shipping from £10
Can I giftwrap my purchase?
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.
Payment, Voucher & Promotions
Are there conditions attached to using a discount code or voucher?
Price information at Hunkemöller.co.uk
Where can I find more information about my Passion Points and shopcredit?
Where can I find my invoice?
What is a Hunkemöller gift card?
Where can I redeem my Membercard credits?
Where can I find the promotions and discounts on the website?
Here you can find our actual promotions .
How can I use my discount code or voucher?
Is it safe to shop on Hunkemoller.co.uk?
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 does it take to process my payment?
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.
Can I redeem my Passion Points Shoppingcredit with my online order?
How is the return amount determined if I return my online order and I have used my Passion Points shoppingcredit with my order?
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.
How can I pay on Hunkemoller.co.uk?
The following payment methods are available on Hunkemoller.co.uk:
1.Credit card. We accept Mastercard, Visa and American Express.
2.Paypal.
3.Klarna.
For all payment methods: if you return something, the amount will be credited within 2 days.
Will I receive my Passion Points shoppingcredit back if I (partly) return my online order?
Returns & Refunds
When will I receive my refund?
How can I return an item ordered through Hunkemoller.co.uk?
Due to the Corona virus Hunkemöller has extended the return period from 14 to 30 days.
You can return ordered items to us free of charge within 30 days. Follow the following procedure:
1. Put the items in a parcel together with the return form. For example, you can use the original packaging.
2. Stick the return sticker over the address sticker on the parcel.
3. Hand the parcel in at your UPS.
What are the return costs?
Not fully satisfied with your items? No problem, you can return ordered items to us free of charge within 14 days. Follow the following procedure:
1. Put the items in a parcel together with the return form. For example, you can use the original packaging.
2. Stick the return sticker over the address sticker on the parcel.
3. Hand the parcel in at your UPS.
4. When we receive the parcel, we will confirm this via e-mail. This may take up to 10 days. The amount will be credited to the payment method used within two days after the confirmation e-mail has been sent.
If you use another carrier you need to pay for your return.
Are there any products that cannot be returned?
No but please leave the items listed below sealed and unopened as we cannot accept returns of opened items for reasons of hygiene.
1. Adhesive bras
2. All products in the Beauty line
3. Pantyhose and stockings
4. Lingerie cards and Membercards
Will I automatically receive a different item if I return an item?
How is the return amount determined if I return my online order and I have used my Passion Points shoppingcredit with my order?
Per item returned, a proportional amount will be written back to your (digital) Member card. This can take a few days.
How long does it take to process a returned item?
Due to the current situation it might take longer than normal to process your return.
When we receive your parcel, we will confirm this via e-mail. This may take up to 10 days. The amount will be credited to the payment method used within two days after the confirmation e-mail has been sent.
If you return the entire order, we will refund the whole amount including the shipping costs. If you return only part of your order, we will refund you for the returned items.
Data Privacy related questions.
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.
Can I exchange items ordered via hunkemoller.co.uk?
Service & Contact
I have a complaint, who should I contact?
If you are unhappy with an article or our service, we would like to hear from you!
CHAT
If you have any questions, Customer Service is available via chat, from Monday to Friday from 9 am to 5 pm.
You often get the fastest response via chat.
TELEPHONE
If you have any questions, Customer Service is available on: +44-80 0368 0351, from Monday to Friday from 9 am to 5 pm.
You can also contact us by filling in the contact form.
We are extremely busy at the moment so it may take 3-5 working days for you to receive a reply.
How can I determine the right size and fit?
Bra sizes are based on two values: a number representing your band size (measured around your body just under your breasts), and a letter representing your cup size (size (determined by calculating the difference between the size measured over your breasts and your band size). Learn how to determine your correct bra size.
What is the best way to wash my items?
Always wash new items before wearing. Red and dark items should be washed separately.
Go to our washing instructions page for more information.
Where can I find my nearest Hunkemöller store?
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.