Can anyone write a review about our products?

No, only customers who have purchased one of our products can write a review. You’ll receive an email with an invitation to write a review once you’ve purchased a product. These reviews allow customers to share their experiences with the product they have purchased, subsequently making it easier for other customers to make their own personal purchasing decisions.

Can I unsubscribe from review emails?

Yes, you always have the option of unsubscribing from review emails. This is very simply done by clicking on the unsubscribe link at the bottom of the review email. This will only unsubscribe you from the email address the review email was sent to.

How does the product rating system work?

Customers who’ve made a purchase will receive a request to leave a review within a few days of their order being confirmed. You’ll be redirected to a form which you can use to leave a review about one or several products from your order. The form contains an overall rating, ratings about specific product features and information about you.

How long does it take before a review is visible on the website?

Reviews are never visible immediately. That’s because the origin and content will first need to be either automatically or manually checked. We conduct these checks ourselves, or have them done by a third party. Your review will usually be online within a day. The date stated alongside a review is the date on which your review was written.

Submitting a review to Hunkemöller means you confirm:

  • You are the review’s author and voluntarily waive all “intellectual property rights” associated with this content.
  • The content is accurate and truthful.
  • The content is free from inappropriate language, is not misleading and doesn’t infringe any third party’s copyright, patent, trademark, trade secret, or privacy rights.
  • The content is not defamatory, inflammatory or discriminatory.
  • The content was not obtained via a third party against payment or other form of compensation.

You agree that

You grant Hunkemöller an irrevocable, royalty-free, transferable right to use, copy, delete in its entirety, publish, translate and/or include the content in any form, media or technology.

How does Hunkemöller process negative product reviews?

All reviews are processed in the exact same way.

How are product review rankings determined?

The latest reviews will be displayed at the top of the review list on the product pages as standard, but you can also sort the reviews by the number of stars, or by ones which include an image/video.

Can I submit a negative review about a product?

Yes, you are completely free to submit a negative product review. You won't just be helping us, but other customers too.

How long will my review remain visible?

Your review will remain visible until we remove the product in question from our range. Would you prefer for us to no longer display your review? Then please contact our customer service department.

When is a review rejected?

We only reject reviews if they don’t meet the relevant conditions. A review will be rejected if:

  • The review includes personal information, like telephone numbers and (email) addresses.
  • It contains links to other websites, like YouTube or competitors.
  • The review is a description of the service, rather than the product. You can include a brief reference to our service in a few sentences, but the review must predominantly be about the product.
  • Prices are mentioned.
  • If the review contains offensive or discriminatory language.
  • If the review is about product information which was incorrect at the time of purchase, but has since been adjusted. We may opt to remove the review in a bid to avoid confusing customers.
  • When the automatic check establishes a deviating pattern and we therefore have reason to believe the review is fake.
  • The review includes a photograph which is not relevant to the type of product.

A review therefore can contain spelling errors, consist of one single sentence or be negative about the product.

In which cases can Hunkemöller change or remove a review?

This will only ever happen in very specific situations. For example, if the customer comes to the conclusion that he/she has changed his/her mind after (prolonged) use of the product, or wants to add extra information to the review. Or when the customer wants to have the review removed, because he/she no longer wants to have his/her first or last name displayed on our website.

Does Hunkemöller also post reviews for payment or a reward?

The customer who is deemed to have written the best review is crowned our Review Shero of the month and will receive a Hunkemöller lingerie voucher worth €50!

Hunkemöller can adjust these terms and conditions at any time. We would then post a new version on our website as soon as possible.

Measures for Reviews/Feedback Verification

Any real experience with the purchase or use of a service of a company can be rated with up to 5 stars. Reviews refer to experiences which have taken place no earlier than 6 months before the submission of the reviews. Afterwards, the overall rating is calculated on the basis of a simple average of the rating scores of all verified reviews from the last 12 months. Customers describe the experience in their own words by adding comments.

Trusted Shops offers no advantages, special conditions, price reductions or other incentives for submitting a positive review or withdrawing a negative one. All reviews, both positive and negative, are published.

The Terms and Conditions of Use for the Trusted Shops Feedback Platform apply.

Score calculation based on the stars rating

5.00 - 4.50 Excellent
4.49 - 3.50 Good
3.49 - 2.50 Fair
2.49 - 1.50 Poor
1.49 - 1.00 Very poor

Measures for Reviews Verification

Trusted Shops has taken various measures in its review system to ensure that the published reviews only come from consumers who have actually used or purchased the products or services (hereinafter “Verified Reviews”).

How does Trusted Shops ensure that these are authentic reviews?

Technical measures:

Trusted Shops uses various technical measures to ensure that review invites via e-mail are only sent to the e-mail addresses which were used to complete a purchase or buy a service.

Online shoppers who use the Trusted Shops Services, including the buyer protection, receive a review invite from Trusted Shops after completing their order. The link in the e-mail can be used to submit a review of the authentically completed purchase.

Additionally, users of the Trusted Shops Services can also rate their orders by calling up their purchase in the Consumer World (Trusted Shops login area). Technical measures have also been taken here to ensure that only transactions documented in the Consumer World can be rated.

Online shops can also ask their customers to submit a review via the Trusted Shops system. As part of the automatic dispatch of invites, the customer’s e-mail address is transferred via API or the so-called Review Collector to Trusted Shops for the purpose of sending an invite mail. These technical measures ensure that a review invite is only sent to the e-mail addresses which were used to complete a purchase.

In addition, in selected cases there is the possibility to submit a rating directly on the rating profile of a company. Again, the e-mail address and reference number must be entered. A double opt-in procedure is used to confirm the authenticity of the e-mail address.

At the same time, further order reference data is collected in all cases to ensure that the Trusted Shops Services are in general securely allocated as well as that an individual review is assigned to a real purchasing transaction.

Manual measures:

Further manual measures are also used to ensure that only the customers who have in fact purchased the product or used the service provide reviews.

In order to make it possible to verify whether the review is authentic and legitimate, the reviews cannot be submitted anonymously. The e-mail address used to process the purchase always serves as a verifiable reference for submitting the review.

In the event of inconsistencies or of indications that a review is not based on experience, despite the implementation of the above-mentioned technical measures, evidence is requested to prove that the submitted review is legitimate, and is checked accordingly. If it is not possible to demonstrate by means of the requested evidence that the product has been purchased, or that the service has been used, the review will be deleted.

Notes on special cases:

Imported Reviews

In the case of these reviews, we do not ensure that all of them originate from consumers who have actually used or purchased the products or services. Therefore, these reviews (labelled as "Imported Reviews") are not included in the calculation of the overall rating, and are labelled as Imported Reviews.