Question 1

Tracking your order

Accepted Answer

Once your order is ready to be shipped, you will receive an email with a link to the Maersk track and trace page. On this page, you will find a link to the last-mile carrier in the evening. For orders outside the Netherlands, it can take up to 24 hours before the link to the last-mile carrier is available. Please note: for orders placed on Friday and during the weekend, it may take longer for tracking information to appear.

Question 2

What to do if your order isn't delivered (on time)?

Accepted Answer

Once a package has been dispatched, we are unable to control the shipping process with the carrier or the customs clearance process. If your order has not arrived on time or if you have not received your package, you can do the following:Check the track and trace via the code you received with the shipping confirmation.There might have been a delay in the shipping process, or the package might have been delivered to another location.In case something looks wrong, or you never received a tracking code, contact our customer service via service@succubus.com or call +31(0)75-628 5590. We are here to assist you and will do our best to resolve any issues as quickly as possible.

Question 3

How can I change my delivery adress after placing an order?

Accepted Answer

If you want to change your delivery address after placing an order, please contact our customer service as soon as possible. If your order has not yet been processed or shipped, we may be able to update the address.You can reach us during office hours, from 9:00 to 17:00 on weekdays, (Amsterdam time zone, GMT+1) at +31(0)75-628 5590, and you can always send an email to service@succubus.com. Please include your order number and the new address details in your message.

Question 4

What to do if you recieve an incorrect or damaged item?

Accepted Answer

Sometimes the items you recieve can be damaged, broken or simply not the item you ordered. If this is the case, please contact our customer service as soon as possible on service@succubus.com or +31(0)75-628 5590. If possible, please attatch pictures of the damaged item and packaging.

Question 5

Shipping costs

Accepted Answer

We do not charge shipping costs within the Netherlands, Belgium and Germany. Shipping costs may apply to other countries, partly depending on the order value. Check what applies to your delivery adress on the page Shipping Policy.

Question 6

Shipping options

Accepted Answer

Standard delivery: Select "Delivery address" during the first step of the checkout process. The carrier used for delivery can vary. This is usually DHL for the Netherlands and Germany and Bpost for Belgium.Collection point Netherlands and Belgium: Select "collection point" during the first step of the checkout process, enter your zip code and choose the desired collection point near you.Express Shipping: DHL Express is available for some countries. This is a quicker delivery method that requires extra payment. During the payment process at the step shipment, the rate and the expected shipping duration are displayed under "Standard Shipping". Take into account time differences, weekends and holidays.Store Pickup: Do you want to come to the store but are you afraid that the item may be sold before you can visit us? Choose Store Pickup and we will let you know when it is ready for you. We keep articles reserved for you for a maximum of one week. Maximum 5 articles.

Question 7

Shipping time

Accepted Answer

The time a delivery takes isn't always in our control. We process your orders as quickly as we possibly can. Please note that the information below is an estimation and not a guarantee.Orders posted on workdays before 4:00 PM are mostly sent out the same working day.Delivery within the Netherlands Is usually the next working day.Delivery to Belgium and Germany Takes 2-4 business days.For other countries see: Shipping Policy.

Question 8

Do you ship to the UK and the US?

Accepted Answer

We do ship to the US again!Right now we are sadly not able to ship any orders to the UK, because of import difficulties between UK and EU.Thank you for understanding.

Question 9

Reserve items and pick-up in store

Accepted Answer

Want to try on the items before buying? Or want to make sure your item is still available when you visit us? You can reserve items and pick up your order in our store. Choose 'Store Pickup' during checkout. By choosing this option you only have to pay for the items you bring home from the store. You will receive an email as soon as your order is ready to be picked up. We keep articles reserved for you for a maximum of one week. Maximum 5 articles.

Question 10

Import duties and taxes

Accepted Answer

Take into account possible import duties and taxes for deliveries outside the European Union. We are obliged to calculate VAT for countries within the European Union.

Question 11

What countries do you ship to?

Accepted Answer

We ship to many countries around the world. View our page with Shipping Policy For more information. We do our best to expand this regularly. Unfortunately we are currently not shipping to the United Kingdom.

Question 12

Do you have Express Shipping?

Accepted Answer

For fast shipping within Europe, we offer DHL Express for €29.95, with a delivery time of 1 to 2 working days for most destinations. For remote areas, the delivery time may extend up to 4 working days.Outside the EU, costs and estimated delivery times are dynamically calculated based on your location and the size of the package. This information is displayed at checkout.Note: Express shipments placed on weekends or after 12:00 PM (Amsterdam time) on weekdays will be shipped the next business day.

Question 13

My package got lost with the mail, what is the procedure?

Accepted Answer

Is your order taking longer than you expected? Follow the steps with the question ''What to do if your order isn't delivered (on time)?''If something actually seems wrong, please reach out as soon as possible. Your first step is to contact our customer service via service@succubus.com. Please always include your ordernumber starting with #100.If we can't track the package either, we will start an investigation with our shipping company. This is the indication they give to start investigating:- Lead-time in Europe We would like to inform you about the average lead-time. This can be different per country. Suppliers handle different SLA's to start an investigation. For an indicative overview, please see below: Country Average Leadtime NLD 5 working days BEL 5 working days GBR 5 working days DEU 5 working days FRA 10-14 working days ESP 10-14 working days - Lead-time outside of Europe It takes approx. 5 to 10 working days for the supplier to start an investigation. Inquiries for shipments outside of Europe can take up to 90 working days - please take this in account. Our customer service team will always strive to get a prompt response and keep you updated as much as possible during the inquiry. If you have any new information about your package, please let us know aswell!

Question 14

Payment methods

Accepted Answer

At Succubus you can pay with the following methods:iDealKlarna (pay afterwards, limit € 500)BancontactKBC/CBCMastercard (limit € 1000)Visa (limit € 1000)American Express (limit € 1000)Cartes BancaRaires (limit € 1000)PayPalGoogle PayShop Pay

Question 15

How do I place an order?

Accepted Answer

Ordering at Succubus is easy:Select the desired size and click on "ADD TO CART".Finished shopping? Click on the shopping basket and follow the checkout process.Enter your details and choose your payment method.Around the order and you will receive a confirmation email.

Question 16

Minimum order value

Accepted Answer

You might notice that it is not possible to place any orders with a value lower than €19,95. This is because shipping costs have become too high for us to benefit from smaller orders.This is a test and the amount might change in the future. Thank you for understanding

Question 17

Oh no, your favorite item is sold out! Will it restock?

Accepted Answer

Click on your size and then on "Notify Me". You can register your e-mail or phonenumber. You will receive a notification if your size is available again.If you want to know if an article will be restocked, send an e-mail to our customer service (service@succubus.com). They can check this at our purchasing department.

Question 18

Troubles when ordering

Accepted Answer

Try to delete cookies or use another browser.Contact our customer service via service@succubus.com.

Question 19

Changing or cancelling your order

Accepted Answer

Changing or canceling an order is not always possible. Contact us as soon as possible service@succubus.com Or call us +31(0)75-628 5590 To inquire about the possibilities.When shipped we are unable to change or cancel your order.

Question 20

How to use giftcards and discount codes

Accepted Answer

Use your gift voucher or discount code during the checkout process. Enter the code in the designated field and the discount is automatically settled. We have no general discount codes in circulation.

Question 21

Payment failed or refused

Accepted Answer

Please check if any of these limits might be the issue:Klarna: Maximum order limit is € 500.Credit card: Maximum order limit is € 1000. In the event of problems, contact the card publisher or our customer service.Postpay: Klarna carries out the acceptance, we have no influence or insight into this process. If you still can't complete your payment please contact us at service@succubus.com.

Question 22

Express checkout

Accepted Answer

Use Shop Pay, PayPal or Google Pay by clicking on the relevant logo at the start of the checkout process. (Do not use for DHL Express Shipping)

Question 23

I have problems with Klarna

Accepted Answer

If you choose to buy via Klarna you make an agreement with them, not with us. This means we do not have direct control over your transactions with Klarna. While we manage our payments to and from Klarna, your Klarna account remains outside our oversight.For instance, if you haven't received a refund after returning an item, or if you've cancelled an order but continue to receive payment notifications, these issues need to be addressed through Klarna's Customer Service.We appreciate your understanding and recommend reaching out to Klarna directly to resolve such matters efficiently.

Question 24

Return conditions

Accepted Answer

Not entirely to your liking? No problem. Return your order within 14 days, provided that the item has only been tried on and the return conditions are met. Return costs are your own responsibility. You can choose to register your return on our website or to send the return directly to our warehouse.Items such as Earrings, Socks, Make-Up, Underwear and Shapewear are not to be returned after unpacking or trying on for sanitary reasons. If kept in original packaging, you can return within your return period.Visit our Return policy page For more information.

Question 25

Are returns free?

Accepted Answer

No, return costs are for yourself.Because of our free shipping it is not possible for us to provide free returns aswell. We do however offer a way to buy return labels at reduced prices. See the exact costs for returns from your country on our Return Policy Page. Register your return via your account on our website to enjoy this discount.

Question 26

How to return via the Website

Accepted Answer

Log in to your Succubus account, go to your orders, select the correct order, and choose the product you want to return. If this order is eligible for return, you will receive an email with the shipping instructions within five minutes. The shipping costs will be deducted from your refund.

Question 27

How to return items without registering

Accepted Answer

Without registration you can always send your package directly to our warehouse with a carrier of your choice:Succubus B.V.Dorpsstraat 10701566 JM AssendelftThe NetherlandsPlace the packing slip back in the box so that we know what order it is and the return can process quickly.For orders outside the EU, it is important that the correct products and amounts are filled out on the CN22 customs form to ensure that your return is processed smoothly and without delay.

Question 28

Can I send my return after the 14 day review period has ended?

Accepted Answer

No, you cannot.Once the items have been delivered to you, you get 14 days to try them on and decide if you are happy with your purchase. After this period of time has passed, we will no longer accept your return. If you have any issues with the products later on, please contact our customer service on service@succubus.com to see if we can provide a solution.

Question 29

When does the 14 day review period start?

Accepted Answer

We start counting the days for your review period once the package has been marked as delivered to your given adress.

Question 30

In-store returns

Accepted Answer

You can also return your items in our store in Assendelft. You will receive a delivery certificate at the checkout.

Question 31

Refund process

Accepted Answer

After receiving and approval of your return, the purchase amount is usually repaid within a few days via the same payment method that you used when placing the order, except for gift cards, where the credit is added back on your gift card.

Question 32

How long will it take before I recieve my refund?

Accepted Answer

Refunds are not instant. They can take between 4 to 48 hours, depending on the payment method and the timing of the refund. Please note that this duration might be slightly off during weekends or holidays.

Question 33

What to do if you haven't recieved a refund

Accepted Answer

It can take up to 2 working days for the reimbursement to be credited to your account. With credit card payments, it may take up to 30 days due to the card provider's processing times, over which we have no control. Note that the transaction may appear as 'Mollie' rather than 'Succubus' on your bank statement

Question 34

How to return without printing a label

Accepted Answer

No printer? When registering your return, choose a DHL option for which no printer is needed. Or buy a shipping label online and choose the no printer option and send it directly to our warehouse in Assendelft.Adress:Dorpsstraat 10701566JM AssendelftThe Netherlands

Question 35

Can I exchange my item?

Accepted Answer

Immediate exchange is not possible. Please place a new order and return the unwanted item.

Question 36

How to return multiple orders at once

Accepted Answer

You can return multiple orders together, even if you have purchased them separately. Register a maximum of one of the orders for the return shipment and make sure you put the packing vouchers of all orders in the box. If you no longer have the packing vouchers, clearly note the order numbers on a separate piece of paper. This helps us to verify that the return shipment contains multiple orders.

Question 37

Measuring instructions

Accepted Answer

See our Size and measurement instructions for detailed instructions.

Question 38

Size chart

Accepted Answer

On almost every product page you will find a size chart by clicking on the line icon with 'Size guide'. If the size chart is not available or if you have extra questions, feel free to send an e-mail to service@succubus.com. Our customer service is happy to help you further!

Question 39

Care instructions

Accepted Answer

Wash the articles according to the instructions on the product page or the sewn-in washing advice label. Sort clothes by color and material. We recommend washing new items separately the first few times; especially with new and dark clothing, it is advisable to wash them by hand initially to prevent color bleeding. Continue this process until the clothing no longer releases color into the water.

Question 40

Log in via e-mail

Accepted Answer

Go to the ''account'' page at the top of the webpageEnter your e-mail adressYou will recieve a code to login in your mailboxDo not receive a login code or facing other problems? Send an e-mail to our customer service service@succubus.com.

Question 41

I haven't recieved an e-mail

Accepted Answer

It can happen that the system doesn't work as smoothly as we'd hope and that you don't see our e-mail in your inbox.Firstly, it might sound obvious but it's very easy to miss, check if the e-mail maybe landed in your Spambox. If this is the case, you can probably filter it out and put the mailadress on your ''safe-list''.If you can't find the e-mail anywhere, please try adding our mailadress to your contacts. You should put down service@succubus.nl under the name Succubus. This way, your device will trust our e-mails more and allow them to enter your inbox.Still no luck? Please contact our Customer Service at Service@succubus.com.

Question 42

Why can't I enter my password?

Accepted Answer

To prevent loss of passwords, we have chosen to operate via a new system.Your account is protected by your e-mailadress.We confirm the e-mailadress is yours by sending you a login code.

Question 43

Can I save my login for later?

Accepted Answer

Yes, after login via the e-mail code you can still choose the option ''remember me''.This way you won't have to complete the two-step verification everytime you want to shop with us.

Question 44

Wishlist

Accepted Answer

Use the Wishlist function to save your favorite items:Log in to your account.Click on the heart icon with a product to add it to your wishlist.View and manage your wishlist via your account page.

Question 45

Loyalty Points

Accepted Answer

We like to reward our loyal customers for their contributions to our company! There are lots of different ways save up Loyalty Points. Follow our social media, sign up for the newsletter or gain points with every order you place. These points can be used for a discount on your next order.Check the details on our Loyalty Page.

Question 46

Suspension in case of mindless ordering

Accepted Answer

At Succubus, sustainability means being careful and considerate with our resources. As a small business, high return rates can significantly affect us. We encourage our customers to be mindful in their ordering to help us continue providing quality products and services.If your return percentage is consistently high, we may suspend your account. This policy ensures that we can manage our resources effectively and continue serving all our customers fairly.Before placing an order, please make sure the items are what you truly want or need. Thoughtful purchasing decisions help reduce the strain on our operations and support the sustainability of our business.Thank you for being considerate and helping us to maintain a balanced and mindful approach to our business.

Question 47

Where are you based?

Accepted Answer

We are a small company based in the Netherlands. We have our own store and Warehouse located in Assendelft, North-Holland.Our full adress isDorpsstraat 10701566JM AssendelftEvery order is hand packed here and our lovely fashion experts are always ready to give you the best advice. We look forward to seeing you (or your order) pass by!

Question 48

When is your store open?

Accepted Answer

You can visit us from Monday till Saturday between 10:00 and 17:00. Opening hours might differ on national Holidays.

Question 49

When and how can you contact us?

Accepted Answer

Our customer service is available between 9:00 and 17:00 (GMT+1) on workdays. You can call +31 (0)75-6285590 or send an e-mail to service@succubus.com. You can e-mail us outside of working hours but be aware that our response might take a while.

Question 50

How do I travel to your store?

Accepted Answer

We are located very close to the local NS-trainstation, Krommenie-Assendelft. From here it is only a 10 minute walk. We also have free parking spaces across the street.

Question 51

Try on your favourite items

Accepted Answer

The largest benefit of in store shopping is the ability to try on all your favourite items. Feel our wonderful fabrics, and find out what shape and size fits you best. Our stylists are more than happy to help you fall in love with your new outfit.

Question 52

Do you sell everything from the online collection in your store?

Accepted Answer

Yes! We keep our entire stock in our physical store in Assendelft. Everything we have available on the website is waiting for you to be admired in our beautiful 500m² retro paradise!A little secret: We even have some exclusive in store items. Come check them out!

Question 53

Customer reviews

Accepted Answer

Read what our customers say about their experiences with Succubus:Succubus B.V. Reviews - Google ZoekenKiyoh reviewsPositive expierence with us? Leave your own review!Google: Google reviewsKiyoh: Beoordeel Succubus.nl

Question 54

Follow our social media

Accepted Answer

Also follow us on social media to stay up to date with the latest trends, offers and more:InstagramFacebookPinterestYouTubeX - TwitterTikTok

Question 55

Succubus in the news

Accepted Answer

Do you want to read more about Succubus and our presence in the media? Then view these (Dutch) articles:"Succubus in Assendelft: It looks like advertising ?" - The hurricane"Because of our dresses, the woman radiates good energy; standing upright with the chest forward" - Succubus: Clothing that is inspired by vintageSanne at Succubus: 'Without petticoat feel naked'

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