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COVID-19 Information

A Message For Our Customers:

In these challenging and uncertain times, you likely have questions about our processes and concerns surrounding the safety of your order. We want to reassure you that the health and well being of our customers and employees will always be our number one priority. As an international company, we are closely monitoring the situation on a country-by-country basis, and are taking all necessary steps to follow the World Health Organisation and local governments’ guidelines. You can read more about the specific measures we’ve put in place below in our COVID-19 FAQs.

Following local authorities’ measures, we’ve had to temporarily close many of our stores. As a result, Click & Collect is currently unavailable across all stores, and other in-store services might be impacted depending on your area. Online, it’s business as usual. We continue to deliver right to your doorstep, and you still have free 100-day returns. Depending on your location, delivery times might be affected; you can find more information about deliveries in your area here.

Our phone lines are currently closed, but our customer service team is available to answer any questions you might have via email and, for selected regions, WhatsApp. You can find their contact details here.

Thank you for your continued support and understanding as we navigate this unprecedented situation.

Stay home. Stay safe.

 

FAQ

Q. Have delivery times been impacted?

A. For the vast majority of our customers, orders continue to be delivered within our standard delivery times. However, in some countries, we are operating with slightly longer delivery times:

  • France: 1 day delay.
  • Click & Collect is currently unavailable in all countries.
  • Service Point is currently unavailable in France and Spain.

The situation is changing daily and we will continue to update this page with the latest information.

 

Q. What is your online returns policy?

A. You have 100 days from the date you receive your order to return any items. However, some areas are experiencing delays in processing returns:

  • Due to COVID-19 it might take a few days longer for your parcel to be delivered back to our warehouse, processed and refunded.
  • Online Return In Store service is currently unavailable in all countries. 

 

Q. How will my online orders be delivered safely

A. Our carriers are doing their utmost to ensure the safe delivery of your orders. They will deliver straight to your door and are no longer asking for signatures.

 

Q. Will my order be clean of virus transmission?

A. At our warehouse, the safety of both our staff and customers is our primary concern and we are following all local guidelines and recommendations. It is important to note that the risk of virus spread from products or packaging that are shipped over days/weeks is extremely low. Therefore, it is perfectly safe to receive and open your order. 

   

STORES

Q. Is my local store currently open?

A. Following local authorities’ measures, we’ve had to temporarily close many of our stores. The situation varies from country to country, and we will continue to update this page with the latest information.

 

Austria Belgium Denmark Finland France Germany Italy Netherlands Norway Sweden Switzerland
VERO MODA Austria VERO MODA  Belgium VERO MODA Denmark VERO MODA Finland   VERO MODA Germany  

VERO MODA Netherlands

VERO MODA Norway VERO MODA Sweden VERO MODA  Switzerland
ONLY Austria ONLY Belgium ONLY Denmark     ONLY Germany   ONLY Netherlands ONLY Norway ONLY Sweden ONLY Switzerland
JACK & JONES Austria JACK & JONES Belgium JACK & JONES Denmark JACK & JONES Finland JACK & JONES France JACK & JONES Germany JACK & JONES Italy JACK & JONES Netherlands JACK & JONES Norway JACK & JONES Sweden JACK & JONES Switzerland
NAME IT  Austria   NAME IT Denmark NAME IT Finland   NAME IT Germany   NAME IT Netherlands NAME IT Norway    

 

Q. What is your in-store returns policy?

A. Our in-store returns policy varies depending on the brand. Due to the current situation, our usual return periods have been extended. Below you can find a summary of these new policies:

JACK & JONES

Once the stores reopen, you will have the number of days left on your warranty when the stores closed to return your items - i.e. if you had 6 days left, you’ll have 6 days to return your items.

ONLY

Once the stores reopen, you will have the number of days left on your warranty when the stores closed to return your items - i.e. if you had 6 days left, you’ll have 6 days to return your items.

VERO MODA

30 days from the day the stores reopen

VILA

30 days from the day the stores reopen

NAME IT

Once the stores reopen, you will have the number of days left on your warranty when the stores closed to return your items - i.e. if you had 6 days left, you’ll have 6 days to return your items.

SELECTED

365 days from the day of purchase

 

Q. Can I return items purchased in-store using your online returns service?

A. Unfortunately, we cannot accept returns of items purchased in-store via our online returns service. Please see above for brand-specific, in-store returns information. 

 

Q. Can I still pick up my NAME IT Baby Box (DK/AT)?

A. Due to the current situation in Austria and Denmark, we have decided to pause the pick-up email for the Baby Box. Customers who sign up now will receive their pick-up email once our shops reopen. Unfortunately, we are not able to deliver the Baby Box directly to customers. Please also be aware that the clothes in the Baby Box will only fit your baby in the first 30 days. You can find out more information about the Baby Box here.

 

OUR ACTIONS

Q. How are you ensuring the health and safety of your warehouse staff?

A. We have implemented increased safety measures in our warehouse to ensure the health and wellbeing of our staff. These include providing masks, protective gloves, and hand sanitiser to all staff, respecting safe distance guidelines, and staggering break times. We’ve gone above and beyond the government’s requirements, introducing 50 new safety measures over the last month compared to the recommended 14. 

 

Q. How is BESTSELLER supporting the community during the COVID-19 pandemic?  

A. To support the incredible work of front line healthcare workers, BESTSELLER is working alongside the Danish Health Authorities to help procure personal protective equipment (PPE). By making its teams, experience and logistic capabilities available, BESTSELLER is helping to procure much-needed face masks and laboratory coats for Danish healthcare workers. 

The BESTSELLER Foundation is also doing its part to help during these challenging times. In recognition of the global nature of the crisis, it has donated $500,000 to Médecins Sans Frontières (Doctors Without Borders) to support them in their fight against COVID-19. Additionally, the Foundation has committed $250,000 to fund several initiatives in vulnerable communities in Sub-Saharan Africa and India that are working to minimise the spread of the virus.

Closer to home, the BESTSELLER Foundation recently donated 100,000 COVID-19 antibody testing kits to the Capital Region of Denmark to support the crucial research into virus immunity.