Frequently Asked Question

Do you have questions about your order, size, certain items or anything else? You can find many answers on our FAQ page. Is your question not there? Feel free to contact our customer service.

FAQ

What size am I?

Thanks to NYDJ’s specially designed Lift Tuck Technology© the jeans will fit you best if you order a size smaller than the jeans you normally wear. Are you already the proud owner of NYDJ or have you found the perfect size? You can order the same size as the jeans that fit you. Remember that the size in the jeans is US sizing, not to be confused with EU or UK sizing. If you are not sure what size you normally wear you can use oursize guideto find your perfect NYDJ.

Looking for a specific item?

All NYDJs are recognisable by the STYLE number you can find on the last label inside your jeans. Enter this number in the ‘search bar’ at the top of the page on our website and you will find the exact same jeans. You can then see if the jeans are available in different colours or lengths. Are you looking for a jeans made of the same fabric as the jeans you love? You can use this as a filter option when looking at our different styles. 

How do I order?

1. Go to the item of your choice, select your size and click the ‘Add to Cart’ button.

2. You can change the items in your shopping cart at any time. Just click in the top right-hand corner on the ‘cart’ icon to see what items you have chosen.

3. Once you have placed all the items of your choice in the shopping cart, click on ‘Check out’ button. The order will be placed after you have completed the next steps, followed by completed the payment.

Can I return or exchange an item?

Unfortunately, it is not possible to exchange an item. You can return the items you want and then place a new order.

We will refund the purchase amount as soon as possible with a maximum of 14 days and you can place a new order any time you wish. If you need more information about how to arrange a return, take a look here

SHOPPING AT NYDJ

How do I order?

1. Go to the item of your choice, select your size and click the ‘Add to Cart’ button.

2. You can change the items in your shopping cart at any time. Just click in the top right-hand corner on the ‘cart’ icon to see what items you have chosen.

3. Once you have placed all the items of your choice in the shopping cart, click on ‘Check out’ button. The order will be placed after you have completed the next steps, followed by completed the payment.

Prices and shipping costs

The product prices on our website include 21% VAT and exclude shipping costs, customs fees and/or import duties. Go to Shipping and delivery for more information and a complete overview of the shipping costs per country.

Product out of stock

Do you want to order an item, but your size is missing? Because we are keen to offer a varied collection, many articles are in stock for only a few months after which they are replaced with new items. Items in the Core Collection are returning items, and will be restocked in time. 

Online style advice

With a little help from our detailed size guide and specific size advise per jeans jeach product information page it is very easy to find the style that fits you best. Furthermore, you can rely upon customer reviews of certain jeans. Would you rather have direct advice whilst shopping? Then make use of our live chat.

MY NYDJ ACCOUNT

Why a NYDJ customer account?

When you create an account, we will remember your information so the ordering process will be faster next time around. Furthermore you will be able to view the status of your order and details of your order history. You are not obliged to create an account before you place an order, but it does make shopping easier. 

How do I create an account?

You can create an account before or while shopping by clicking ‘Account’ in the top right-hand corner of your screen. Another possibility is to click the ‘Create an account’ option on the payment page before completing your order. Your information will then be stored in your new account. N.B.: When you place an order without first creating an account or without choosing this option on the payment page, your information and ordering information will not be stored. No more than one account should correspond to the specified email address.

How do I log into my account?

You can log into your account by clicking ‘login’ in the top right-hand corner of your screen. When you place an order without logging in, there will be no information stored in your account

How do I change information in my account?

You can change information in your account at any time. You can do this by logging in and going to ‘My account’. You will then see the option to ‘edit’ certain fields.

I forgot my password

Have you forgotten your password? Click here or in the top right-hand corner of your screen on ‘Login’ and then on ‘Forgot Password?’. Enter the email address that your account is registered with. You will then receive an email with a link. Click the link or copy it into your address bar and a new screen will open where you can create a new password.

PAYMENTS AND DISCOUNTS

How do I pay for my order

How do I pay for my order?

We would like to give you sufficient payment options, so you can use the following payment methods:

With credit card (Visa, Mastercard and AMEX). You can safely enter your credit card information via our secure SSL procedure and together with your credit card company we will ensure a proper handling of the transaction. Whe using a credit card, the card must be issued in a country which is on our list of delivery.

Through PayPal. You pay in your own familiar PayPal environment. 

 

Is it safe to pay online?

Safer than ever! We make use of one of the most secure payment systems on the market in cooperation with Buckaroo Online Payment Services. All your confidential information, such as your name, address and credit card details is encrypted by means of secure sockets layer (ssl). Besides this, payments via PayPal and iDeal take place in your own familiar banking environment.

How do I get discount codes?

These will be distributed through special promotions. It could be that you receive this ‘personalised’ discount code in your mailbox. Each code is linked to its own general terms and conditions (such as: who can use it, where and how long it is valid).

How do I use a discount code?

You can enter the code of your discount coupon in your shopping cart (make sure you copy this correctly) after you have added an item, press ‘apply code’ and then the discount will be processed. It is only possible to use 1 discount code at a time. You may save the other code for a future order.

I forgot to use a discount code.

Unfortunately, after you have placed the order and completed the process it is not possible to apply the code. You may use the code for a future purchase. 

SHIPPING AND DELIVERY

Shipping costs and delivery

All orders in The Netherlands and Belgium are delivered by PostNL, in UK by Royal Mail, in Germany by DHL, in France by Colissimo and in all other European countries by DPD. The shipping costs and delivery time vary for each country. The costs are non-recurring regardless of the size and the weight of the package. Any customs fees and/or import duties there may be are chargeable to you (this applies only to non-EU Member States). Free delivery is offered on orders of 149,- or more. Orders less than 149,- will be subject to the following delivery costs.

The Netherlands

1-2 working days

Shipping costs€ 4,95

Belgium, Luxembourg, Germany

1-2 working days

Shipping costs € 6,95

United Kingdom

2-5 working days

Shipping costs€ 6,95

Austria

2 - 3 working days

Shipping costs€ 10,95

France

4 - 5 working days

Shipping costs € 12,95

Denmark, Hungary, Italy, Poland, Sweden

4 - 5 working days

Shipping costs €14,95

Czech Republic, Greece, Portugal, Slovenia, Slowakia, Spain

4 - 5 working days

Shipping costs € 19,95

Ireland

4-5 working days

Shipping costs€ 12,95

Lithuania

4-5 working days

Shipping costs € 9,95

Bulgaria, Finland

4 - 5 working days

Shipping costs € 24,95

 

At this time we don't ship to Cyprus, Jersey, Gibraltar, Guernsey, Isle of Man, Isle of Wight, Malta, Norway, Bulgaria, Czech Republic, Estonia, Greece, Croatia, Hungary, Portugal, Romania, Slovenia, Slovakia and Switzerland.

When will my order be shipped?

All products on NYDJ are supplied from stock. We seek to ensure orders placed with us on weekdays before 15:00 (GMT+1) are shipped on the same day, provided we have received the relevant payment and correct information. Orders placed after 15:00 (GMT+1) will be processed the next working day. Despite these efforts, a delivery may be delayed by one day during busy periods, such as our sale season or around Christmas.

Keep track of your order

When your order is shipped, a confirmation will be sent directly to the email address you provided. You will receive an email as soon as DPD collects the parcel with information about the shipment. This email contains a link for keeping track of your shipment. Please note that the tracking code received will not be processed immediately, so you can normally expect to be able to track the shipment one day after you have received your delivery confirmation.

Haven’t you received the tracking code via e-mail? Please contact our customer service by e-mail so we can send you the code. Click here to trace your package. 

On the day of delivery you will receive an email or text message from DPD stating the 1-hour window in which delivery will take place. In Germany and the UK it is also possible to track your delivery live by logging in on the DPD website or via the DPD app.

Delivery of your order

A maximum of three delivery attempts will be made (depending on the country). If you are not at home, the driver will leave a note in your postbox and try to leave the parcel with your neighbour. If this isn’t possible, the parcel will be brought to the nearest PUDO (Pick-up & Drop-off Point) where you can pick it up yourself or it will be returned to our warehouse. The note provided by the DPD driver will inform you how to be able to collect your parcel.

If your parcel is delivered to a PUDO you will receive a reminder via email or text message after 2 days. If the parcel is not picked up after 5 days, it will be returned to our warehouse and we will contact you.

If at any time you won’t be at home, you can specify on DPD’s website when and where they should deliver your shipment (only available for the UK, Germany and France):

Select an alternative delivery date up to 7 daysOpt for delivery to a nominated neighbourHave the parcel left in a specified safe placeDelivery to a different address – e.g. to your officeCollect the parcel from your local DPD Pickup Shop

Where is my order?

If you have any questions about the status of your order, you can check the following points yourself first:

Check the tracking information for the status of your order. Once the package has been received by DPD, you will be emailed the code and a link to the tracking service of the postal operator.Log into your account or view the order confirmation you have received by email and check if we have received the correct delivery address.Check if you have received an email from us with more information about your order.Check if there is a card in your mailbox from the package deliverer.Ask your neighbours whether they have accepted the package for you.

If you still cannot find your package, please contact customer services by email, quoting your order number. We will then endeavour to supply you with more information about the status and location of your package as soon as possible within 24 hours on weekdays.

RETURNS

How do I return an item?

If you wish to return an item for any reason, you have to inform us about your wish of cancellation within the cooling off period of 30 days after receiving your order. You may return the items free of charge with UPS. NYDJ guarantees that you will receive your money for all returned items, provided the items are returned in the original condition. If the product is not in original condition, you should compensate for lost value.

Refund

If chosen for a refund, the purchase price will be refunded within 30 working days after having received your return. You will receive an email with a credit note as soon as the transfer has been made. The amount will be refunded via the same payment method as you used when placing the order.

Can I exchange my articles?

Unfortunately, it is not possible to exchange an item. You can return the items you want and then place a new order.

Have you received my returned items?

You will receive a confirmation by email once your return is being processed. When you make use of our free return service via UPS, this will most likely be the case within a week. However, if you send your package via a private courier, it can take up to 2 – 3 weeks.

I have received an incorrect or damaged item

However hard we try to prevent this, it may happen that you receive an incorrect or damaged item. If this is the case, we are truly sorry. Please contact our customer service so we can provide a suitable solution.

MAINTENANCE OF YOUR JEANS

Wash tips

Do not wash clothes unnecessarily
Do not wash clothing that is not dirty. It is often sufficient to air the clothing and to brush it off.

Choose a lower temperature
NYDJ always indicates on the washing instructions the highest temperature the clothes can be washed at but preferably wash at a lower temperature to save energy. Most detergents are just as effective at lower temperatures. NYDJ recommends that you always wash heavily soiled clothing at the highest permissible temperature. Make sure that you do not wash clothes at a higher temperature than indicated on the washing instructions.

Avoid chemical cleaning
Chemical cleaning is a process in which clothes are cleaned by means of an organic solvent. These solvents are harmful if they get end up in the environment.

Hang your washing up to dry
Hang your clothes to dry rather than using a dryer. Using a dryer can be harmful for the quality of your clothing. For example, spandex may be harmed as result of the hot, dry air resulting in the familiar wavy and stretched-looking fabric.

Washing instructions

You can rely on receiving top-quality items when you buy clothes at NYDJ. To keep the clothes looking new for longer, we have some helpful tips for you.

DenimWash and iron jeans inside out to preserve the colour. Remove them from the washing machine as quickly as possible at the end of the washing cycle in order to prevent faded wrinkles appearing in the fabric.Denim owes its unique character to a special dyeing process. This also means residual colour pigments on the fabric surface could run. It might help to dip the trousers in lukewarm water with a little bit of vinegar. Then wash the jeans by following the washing instructions. If the colour still runs repeat the washing instructions one more time.Coated denimThe best way to keep your coated jeans looking great as long as possible is soaking them in cold water for ten minutes. Lay the jeans out on a flat surface until they’re dry. This keeps the coating from wearing. It’s also possible to wash the jeans according to the instructions on the label but this can make the coating wear faster.DetailsClose zippers before washing. Always wash jeans with studs, rhinestones or other items by hand. This is better for the jeans and helps to preserve these items. Studs, beads etc. may fall off during washing or wearing. Unfortunately, we cannot offer a guarantee for this.

COMPLAINTS PROCEDURE

Complaints procedure

Should you not be satisfied with any NYDJ products or services , do not hesitate to contact NYDJ. If you have a complaint about a new product that has been delivered or about our service, please contact NYDJ within 3 working days after the defect has been discovered, or when you would have had reasonable knowledge thereof.

Do you have a complaint about an item that you have had for quite some time? NYDJ only processes a complaint when it relates to a complaint about an article that has been purchased through the NYDJ website no later than six months before the date of the customer contact . Should you have a complaint about trousers from NYDJ that you have purchased in the store, we advise you to contact the store. The web shop is regarded as a separate sales outlet and cannot deal with complaints about trousers that were purchased elsewhere.

A complaint about items purchased on the website will be answered by NYDJ within 14 days after the receipt thereof. If a complaint requires a foreseeable longer processing time, NYDJ will reply within a period of 30 days with an acknowledgement of receipt message and an indication of when you may expect a detailed reply.