FAQ

Register here as an Issu & Lloyd member.

Upon completion, you will receive a confirmation email. After this, you are officially part of the Issu & Lloyd community!

Once you have registered as a Member and completed your registration via the confirmation email, free shipping will automatically be linked to your account. When you are logged in, you can take advantage of this benefit according to the applicable conditions.

In addition, you will also receive a unique 10% discount code that you can use on the entire range.

If you have created an online account with us, you will enjoy free shipping on orders over €175 and a faster checkout because your details will be filled in automatically. You can also easily save multiple addresses and view your online order history. Don't forget to sign up for our newsletter if you don't want to miss anything!

At Issu & Lloyd, we work with login codes that you receive after entering your email address. Click on the profile icon at the top right of the page, where you can then log in using your email address.

After entering your email address, you will receive a 6-digit verification code. This code is valid for 5 minutes. Enter the code to securely log in to your Issu & Lloyd account.

Ordering your favourite item at Issu & Lloyd is simple and straightforward. Select the desired colour and size and add the item to your shopping cart using the 'Add to cart' button.

In the top right corner of the screen, you will find the shopping cart icon, where you can immediately see how many items you have selected. Once you have completed your selection, click on the shopping cart icon and choose 'Checkout' to start the ordering process.

Follow the steps in the checkout process and confirm your order by clicking on 'Place order'.

Payment

At Issu & Lloyd, all payments are processed via a secure SSL connection, ensuring your data is fully protected. You can identify a secure environment by the padlock icon in your browser and the use of 'https://'.

All prices on our website include VAT.

Payment Methods

You can securely pay with the following payment methods:

iDEAL | Wero. Bancontact (for Belgian customers), credit card (Visa, Mastercard, and American Express), PayPal, Sofort, Riverty & Klarna (post-payment).

iDEAL | Wero

Paying with iDEAL | Wero is done through your own bank's trusted online payment environment. The payment is processed immediately, and your order will then be processed.

Credit Card

We accept Visa, Mastercard, and American Express. Payments are secured using your card issuer's standard verification methods. The amount will be debited once the order has been shipped.

PayPal

With PayPal, you can easily pay through your own account. After completing the payment, you will automatically be redirected to our webshop.

Riverty (Pay Later)

With Riverty, you pay for your order within 14 days. This payment method is subject to approval and involves a small fee. The entire process is handled by Riverty.

Klarna (Pay Later)

With Klarna, you pay for your order within 30 days. This payment method is subject to approval and involves a small fee. The entire process is handled by Klarna.

Klarna in 3 instalments (Pay Later)

With Klarna, you can easily pay for your purchase in 3 equal instalments, without interest. The first instalment is paid directly upon purchase, and the remaining payments are automatically spread over the following months. This way, you can enjoy your order immediately, with added flexibility.

Bancontact

For Belgian customers, we offer Bancontact. Payments are made through your trusted online banking environment.

Sofort (Online Bank Transfer)

With Sofort, you pay via a direct bank transfer in a secure environment. The payment is confirmed immediately.

Payment failed?

If a payment is unsuccessful, this could be due to a technical error, internet connection, or bank security check. We recommend trying again or contacting your bank. If the problem persists, please feel free to contact us.

Once you have confirmed your order, it will be processed immediately. Therefore, it is not possible to make changes or add items.

Do you still want to make an adjustment? You can easily place a new order.

Because we process your order the same day, it is unfortunately not possible to cancel it after placement.

The statutory warranty applies to all items you purchase from Issu & Lloyd. This means that every product must be in perfect condition upon delivery and function properly under normal use.

For Issu & Lloyd Members, shipping within the Netherlands is free for orders over €175. We ship our packages with PostNL, DHL, and DPD.

For customers in the Netherlands without an account, shipping costs are €4.95.

For more information about our delivery options, please refer to the shipping page.

If you place your order on a weekday before 11:59 PM, it will be shipped the same day. As soon as your order leaves our warehouse, you will receive an email with a Track & Trace code, which allows you to easily track your shipment.

Within the Netherlands, your order is usually delivered within one to two working days. For international shipments, the delivery time is approximately five working days, depending on the destination country.

The Track & Trace code becomes active as soon as your package has been scanned at the carrier's sorting centre.

If we hand over your order to the carrier in the evening, it may happen that the shipment is not immediately visible. In most cases, the Track & Trace code will be activated in the course of the next day.

You must return your items to us within 14 days of the delivery date.

After this notification, you have another 7 days to actually send the items back.

Register and receive your return label via our Issu & Lloyd Return Platform

See below for EU return rates:

€5
Netherlands.

€8
Belgium, Germany.

€11.50
France, Austria, Slovenia.

€12.50
Denmark, Hungary, Luxembourg, Poland, Czech Republic.

€17.50
Estonia, Finland, Croatia, Latvia, Lithuania, Slovakia.

€20
Bulgaria, Romania, Spain, Sweden.

€22.50
Ireland, Italy, Portugal.

€31
Greece.

We often don't think about it, but returning orders has consequences for the environment. This includes extra CO₂ emissions from transport and more waste. At Issu & Lloyd, we want to limit this impact as much as possible by using FSC-certified cardboard shipping boxes and resealable & reusable garment bags.

That is why we also ask for your help to order more consciously and to carefully check the correct size, fit and product information beforehand. If you are unsure about your size, you can always contact our experts.

To encourage more conscious ordering, we charge a small fee for returns, see Returns page. In this way, we hope to reduce the number of returns together and contribute to a more sustainable fashion industry.

Are you not completely satisfied with your purchase? You can return the item to us within 30 days or notify us within this period that you wish to cancel your purchase.

After this notification, you have another 14 days to actually return the items.

We reserve the right to apply a reduction in value if an item is not returned in its original condition. This applies, for example, when products are damaged, worn, washed, or altered, or when labels and tags have been removed.

For more information about returns, please refer to our returns page.

It is not possible to exchange articles.

If you would like to receive a different item, we advise you to return the article and simply place a new order.

Sale items can also be returned within the 30-day return period, or you can indicate within this period that you wish to cancel your purchase.

After this notification, you have another 14 days to return the items. The purchase amount will be refunded via the original payment method.

We do everything we can to ensure you receive your order in perfect condition. Should an item unexpectedly not meet our quality standards, you can return it to us within the specified period.

Email us at support@issuandlloyd.com with a detailed explanation and, if possible, photos of the damage(s). We will handle this with urgency.

Please include the return form with your return and select the 'item damaged' option. Upon receipt, the item will be carefully assessed by our production team.

If it is determined that the defect was not caused by you, we will credit the full purchase amount if desired. If the damage occurred in another way, we reserve the right to apply a reduction in value.

It's often underestimated, but returning orders has a significant environmental impact. This includes extra CO₂ emissions, unnecessary transportation, and increasing waste streams.

At Issu & Lloyd, we strive to minimize this impact as much as possible, and we need your help to do so.

To encourage more conscious ordering, we charge a €4.95 fee for returns. This way, we promote thoughtful purchases and together reduce the number of returns.

Together, we contribute to a more responsible and sustainable fashion industry. Thank you for your understanding.

1. Check the contact details

A reliable webshop provides clear contact information, such as an email address, phone number, and physical address if available. Are these details missing or do they seem incorrect? Be alert. Check the address using a route planner and try to make contact.

2. Pay attention to origin via advertisements

Did you find the webshop via an advertisement? Then be extra critical. Malicious webshops regularly use advertisements on platforms such as Facebook, Instagram and X (formerly Twitter).

3. Check the Chamber of Commerce registration

Serious companies are registered with the Chamber of Commerce and list their Chamber of Commerce number on their website. Check this number in the trade register to verify authenticity.

4. View customer reviews

Read experiences of other customers by searching for 'reviews + name of the webshop'. This often gives a good indication of reliability.

5. Pay attention to Social Media pages

Reliable webshops often have multiple social media platforms. Always check the official page; often, a link to a genuine webshop website is provided from there.

6. Choose secure payment methods

Preferably use payment methods with extra protection, such as credit card or post-payment. These offer more security in case of any problems.

7. Check the website URL

Carefully assess the webshop's link. Using tools like check.veiliginternetten.nl, you can check if a website is safe and poses no phishing or malware risk.

8. Pay attention to language use

Webshops with many spelling errors, unclear sentences, or poor language use can be unreliable.

9. Evaluate pricing

Be critical of remarkably low prices for high-quality products. If an offer seems too good to be true, it often is.

1. File a police report

Although the chances of perpetrators being caught immediately are small, filing a report is essential. Only with sufficient reports can the police take action, such as taking down fraudulent websites.

2. Contact your bank

Did you pay by bank transfer to a Dutch account? If so, contact your bank to request the recipient's details. You can then consider legal action.

3. Request a refund

Did you pay by credit card or via PayPal? Contact the relevant party as soon as possible and submit a chargeback request. Also report the fraud.

4. Check your statements

Keep a close eye on your bank and credit card statements. In some cases, your data may be misused for additional purchases.

5. Be cautious with unconventional actions

Some alternative methods for recovering money are circulating online. However, we advise always choosing official and safe routes through your bank or payment provider.

Certain fabrics require more care than others. By carefully following the washing instructions, your clothes will last much longer. This is both sustainable and cost-saving.

Below are some links with explanations about fabrics and sustainability.

Sustainability

Cashmere explained

Merino wool explained

Cotton explained

Lyocell explained

Modal explained

Viscose explained

See this detailed explanation of Washing Instructions & Symbols

Once you have registered as an Issu & Lloyd member, a confirmation email will quickly arrive asking you to confirm your registration. It may happen that this email ends up in your Spam/Junk folder. Once you have confirmed, the Member benefits will automatically be added to your account. You can start shopping immediately with free shipping!

If the confirmation doesn't work, please try to register as a Member again. If it still doesn't work after that, feel free to contact our customer service; we'd be happy to help you.

You can easily apply your (promo) discount code during checkout. Enter the code in the designated 'discount code' field on the payment page and click 'use code'.

Once the message 'discount code accepted' appears, the discount has been successfully applied and will be immediately deducted from the total amount.