Frequently Asked Questions
We have already answered the most frequently asked questions for you. Can't find the answer? Then please contact us.
Do I need an account to place an order?
You do not need to create an account to place an order . You can fill in your details during the checkout process and the order will be sent to you. However, there are advantages to creating an account. Your address details are saved, so that you can get started faster with your next order. You also have more insight into your previous orders.
How can I change the number of items in my shopping cart?
You can remove items or adjust the number of products in the shopping cart by clicking on the icon (shopping cart) at the top right of the website. You can make changes at any time while ordering.
How can I change the address during checkout?
You can change the delivery address during checkout before placing the order.
Can I add an item to my order or change my order if it has already been completed?
When an order has been completed, it is no longer possible to add an extra item, change a size or make any other change. In this case a new order will have to be placed.
Can I still change or cancel my order?
After you have placed your order, we will send you a confirmation email with the details of your order. We remind you that it is not possible to cancel or change your order after it has already been processed.
I have not received a confirmation email, what should I do?
You always need a confirmation e-mail, first check your e-mail for unwanted e-mail and spam or contact us via chat or email@example.com . We will always do our very best to help you.
How will my order be packed?
We make every effort to ensure that our packaging is minimal and environmentally friendly. We package all orders in boxes and envelopes made from recycled paper – just like the tape we use. The unavoidable polybags used to protect your items are also made from recycled plastic. Would you like to know more about our sustainable choices? Visit our sustainability page (link).
Will my chosen product be reserved as soon as I add it to my shopping cart?
No, this is not the case. But as soon as you go to checkout, the items in your shopping cart are briefly held for you so that you can easily complete your order.
Which payment methods do you accept?
You can pay with iDeal, almost all credit cards, PayPal and SUITE702 gift card.
Is it possible to pay afterwards?
Unfortunately it is not possible to pay afterwards.
Are there costs associated with payment methods?
You will never be charged for payment.
Do you always pay securely?
Paying at SUITE702 is of course safe. Whether you pay via iDEAL, credit card or PayPal, your data is optimally protected.
How do I use my discount code?
If you have received a discount code, you can enter it during checkout. In the shopping cart you will find under the summary of your order the heading 'Check your order' the box "Gift card or discount code". You can enter your discount code in this field. You can enter a maximum of 1 discount code per order. Certain products may be excluded from the discount.
How do I use my gift card?
If you have received a gift voucher, you can enter it during checkout. In the shopping cart you will find under the summary of your order the heading 'Check your order' the box "gift card or discount code". In this field you can enter your gift voucher code.
What is the delivery time of my order?
If you order on a working day, your order will be packed the same day or the next day and delivered within two days. We try to deliver as much as possible the day after ordering. We are a small company and don't want to make promises that we can't always keep. It may be that it takes not one but two days.
Orders placed over the weekend will be shipped on Monday or Tuesday and delivered the following day. As soon as the order has been packed, you will receive an e-mail with the Track & Trace code. During the busy periods it may take a little longer, we ask for your understanding. International orders may also take a little longer.
What are the shipping costs?
SUITE702 charges no shipping costs in the Netherlands and Belgium from €50. If you place an order under €50, we will not send a package, but a postal item. The shipping costs will then be €5.
Can I track my order after it has been shipped?
When your order is shipped, you will automatically receive an email with a Track & Trace code from DHL. With this code you can track the status of your package and see what time it will be delivered to you.
What should I do if I don't receive my order?
We strive to deliver your order as quickly as possible. Has your order been marked 'Shipped' for more than three working days? Call or e-mail us (left), we'll get right back to you.
How will my order be shipped?
We always ship our products double wrapped, the item is first wrapped in paper and then put in a cardboard box. We value our products and do our best to ensure that the package arrives in perfect condition, without having to use unnecessary packaging material.
Can I still change the delivery address after my order has already been placed?
No, unfortunately this is not possible. In order to deliver your order as quickly as possible, we will get started right away. Unfortunately we can no longer make changes.
I am not at home when the package is delivered. What can I do?
We send all our packages with DHL. If DHL fails to deliver the package to your home the first time, it will be offered again the next day. If it is therefore not possible to deliver your order to you, you can collect the package at the nearest service point. You will receive a notification from DHL, where you can pick up the package.
What should I do if my products are damaged or if I have not received what I ordered?
Extreme care is taken in the development, quality and implementation of the SUITE702 products and services. Unfortunately, however, it can always happen that something has gone wrong here, resulting in an item being delivered damaged or incomplete. If this is the case, please contact us as soon as possible: firstname.lastname@example.org or +31(0)20 7370652 . We will then let you know as soon as possible whether we can replace the product or solve it in another way.
Which countries do you ship to?
We deliver worldwide because we can well imagine that everyone around the world would like to have this fantastic bedding and we are of course happy to contribute to that. We do not yet have standard ordering options for this. Call or email us and we will let you know immediately how high the shipping costs to the specific country are. We will immediately let you know within how many days you can expect your order. It is possible (only outside the European Union) that customs in the country to which the package is sent will charge costs and import duties. These costs are always for the recipient.
Do I have to pay taxes?
All countries within the European Union ship on a DDP (Delivery Duty Paid) basis, which means that taxes and duties are included in the final price. Unfortunately, this is not the case for Switzerland and the United Kingdom and for countries outside the European Union. These costs are always for the recipient.
Is my package insured?
Yes, SUITE702 insures each package for the full order value during the transport period. It is insured until the package has reached you.
How sustainable is SUITE702's shipping process?
All our orders are shipped in recycled FSC certified boxes with no unnecessary packaging material. We encourage customers to reuse or recycle the boxes.
RETURN AND EXCHANGE
How can I return an item?
We want you to be satisfied with your SUITE702 purchases. If that is unfortunately not the case, the item can be returned within 30 days of receipt of the product. You can only return an order if the items are unused and unwashed and in the original and undamaged packaging. We are strict about this from a hygiene point of view. You can register your return via our return portal. https://suite702.shipping-portal.com/rp/
The steps you have to go through are simple and self-explanatory. Don't forget to include # with the order number, otherwise it won't work. As soon as we have received the return shipment in good order (unused / unwashed / including original packaging) we will refund the purchase amount minus the return costs via the payment method you used to pay for the order. A personal contribution of €7.50 is charged for a return shipment in the Netherlands and €10 in Belgium. For other countries, it depends on the country.
I want to return something, can I also hand it in at the studio in Amsterdam?
You are of course also very welcome to bring the package to our studio in Amsterdam. Call before you come so you don't stand in front of a closed door.
Element Street 14-B
1014 AR Amsterdam
Can I return two different orders in one box?
It is no problem to return multiple orders in one box, but please let us know by e-mail or by telephone (link). This makes it possible for us to process your return quickly and correctly. Orders cannot be placed more than 30 days ago.
How long does it take to process my return?
As soon as we have received your return, we will immediately start working on it. After receipt, it takes a maximum of 5 working days for your return to be processed. The purchase amount of your return will be refunded within 14 working days to the account number with which your order was paid. During the busy sale or holiday periods, the processing of returns may take a little longer. We ask for your understanding for this. If you have not received a message 7 working days after you have returned the item, please contact email@example.com.
How and when will the purchase amount of my return be refunded?
As soon as we have received and processed your return, you will receive an email from us about this. The purchase amount minus the return costs will be refunded within 14 working days. The purchase amount of your return will be refunded in the same way you paid for the order.
Do I have to pay shipping costs if I return something?
Let's be aware of the impact we have on our environment. Together we can make a change. Make more conscious choices, shop smarter and return less. For this reason you cannot return for free at SUITE702 and you are responsible for the return costs of your package. the cost depends on the shipping method you choose. If you return the order via our return portal, we charge a personal contribution of €7.50 in the Netherlands and €10 in Belgium. For other countries, it depends on the country.
Can I exchange an item from my order?
Would you like to order a different size and/or colour? Return the item in question and then place a new order for the correct size and/or colour. The purchase amount of your return will be refunded within 14 working days to the account number with which your order was paid.
The product/size I am looking for is out of stock. What can I do?
If a product or size that you want to order is no longer in stock, you can leave your e-mail address on the page of the relevant article by clicking on the item. You will be immediately emailed as soon as the item is back in stock.
Where can I find more product information?
You can find more information about a specific item on the product page. Here you can find information such as description of the material, sustainability labels, details of the item and washing instructions. If you have any questions, please let us know at firstname.lastname@example.org . We are happy to tell you all about our products.
What size do I need?
To do this, go to our size chart (link).
Where can get product advice?
Our customer service is at your service for all questions about size, fabric and color advice. We are happy to answer all your questions and give you tips and advice. Our customer service can be reached from Monday to Friday from 10:00-16:00 via email@example.com, +31(0)20 7270652 and via the chat on the webshop.
Are SUITE702 products vegan?
All our bed & bath textiles are made of organic cotton or linen. The down and feathers are duck or goose and have the DownPass. This is the strictest quality mark in the field of animal welfare. More about the Downpass quality mark here.
In addition, SUITE702 also offers a vegan alternative, namely Dreamball. Dreamball is a high-quality synthetic down. It is incredibly soft and looks nothing like the synthetic latex flakes (chunks) you see. Dreamball are very small super soft snowflakes that mimic the feel of down in a fantastic way.
Where are SUITE702 products made?
All our products are designed in Amsterdam and produced in Europe with the exception of the jugs and plaids, which are made in India. All bedding comes from Portugal. The bathroom textiles from Turkey. We only work with professional suppliers who strictly adhere to all the rules set by the European Union for the textile industry. Regardless of where the products are made, they are always GOTS certified. This means that they meet the strictest sustainability criteria and strict social criteria
Which (sustainable) materials are used for SUITE702 products?
Go to our materials page (link).
What sustainability certificates does SUITE702 have?
To do this, go to our sustainability page .
How do I take care of my products?
Each material needs its own kind of care. Go to our materials page for this.
Why does a SUITE702 duvet cover not have a tuck-in strip?
We are not a fan of the tuck-in strip. It is typically Dutch, some people would like a tuck-in strip. We like it better and more beautiful without it. More comfortable because you are freer to move with your blanket. We also like it better without a tuck-in strip. Our duvet covers are finished with a twinstitch. Our duvet therefore forms a nice tight right angle, where all corners are nicely pronounced on your bed. That looks a bit tighter and nicer (we think).
I lost a button on my duvet cover. Can I order these somewhere?
Some of our duvet covers are finished with a blind closure with buttons. This way the duvet is neatly tucked away. Unfortunately, it sometimes happens that a button falls off. Tip: it is wise not to button the duvet when it is in the wash.) A few missing buttons, a great pity, because otherwise the duvet would last for years. Send us an email ( firstname.lastname@example.org ) and we will send you a few new buttons. We prefer to send them together with any other items you have ordered. Let us know and we will send everything together. Better for the environment and it saves us a stamp.
What kind of closure does the duvet cover have?
We are not such a fan of the tuck-in lane. We like color very much. It is not so nice when you see the (often white) duvet sticking out of your duvet cover. Our bedding is therefore finished with a blind closure with (hidden) buttons. This way your duvet is neatly stored.
Do you offer a discount or will there be SALE?
You don't buy bed linen (and clothing, for that matter) for one season. SUITE702 therefore carries a seasonless collection. For a fair price a high-quality sustainable product that you can enjoy for a long time. We have therefore never done a sale or End-of-Season Sale . Should we decide to stop producing an item, we may announce a discount promotion on that item. In that case you will be informed via our newsletter. If you register for the newsletter, you will also receive a 10% welcome discount .
If you sign up for the newsletter you will receive a 10% welcome discount . The discount applies with a minimum spend of 50, - and not on pillows & duvets or in combination with other discounts.
Where can I find the latest information about SUITE702?
All SUITE702 updates will be published on our website: www.suite702.com. You can also sign up for our newsletter and receive regular updates about our activities directly in your inbox. You can also stay informed by following us on Instagram and Facebook .
Where can I find your contact details?
Our contact details can be found on the contact page