Here you will find answers to the most common questions our customers have asked. Whether you want to learn more about our ordering process, shipping options, returns policies or are looking for product information, the FAQ section is your quick guide to answers.

Frequently Asked Questions (FAQ)


How do I create an account
You can easily create an online account. Click on 'Icon' at the top right of the page. On a smartphone, click on 'Menu' and then on 'Account'. On the next page, click on 'Create account' and then fill in the form. After you have entered all the details correctly, click on 'Create account' again. You will receive an email confirming the creation of your Span Herres account.

I forgot my password, how can I request a new password?

You can easily create a new password online. Click on 'Account' at the top right of the page. On a smartphone, click 'Menu' and then 'Account'. On the next page, click on 'Forgot your password?' and then fill in the form. Then click on 'Reset password'. If the email address you entered is known to us, you will receive an email with information to use your account again.


How do I place an order?
You can easily order the item you want by selecting the item in the right color and size and clicking the 'Add to cart' button. At the top right of the screen you will find a shopping cart icon and next to it is how many items are in your shopping cart. When all the desired items have been placed in the shopping cart and you have clicked on the shopping cart icon, the 'Checkout' button will appear. Clicking on it will start the checkout process. Place your order by going through the ordering process and clicking the 'Place order' button.

Is it possible to cancel my order?
Because we process your order the same day, it is not possible to cancel an order once it has been placed.

Can I add another item to my order?
As soon as you have confirmed the order, it will be started immediately. It is therefore unfortunately not possible to add items to the order or to change items. You can, however, place a new order.


How do I use my discount code?
You can use the (promo) discount code by entering the code in the box under 'discount code' on the payment page. Then click on 'use code'. When the message 'discount code accepted' appears, the code has been processed and you will see that the reduction has been charged.

My promotional code is not accepted, how is this possible?
If your discount code is not accepted, you may have entered the code incorrectly. For example, if you have copied and pasted the code, it is possible that a space has been copied, so that the code does not work. Is the discount code still not accepted? Please contact our customer service, we are happy to help you!


What is the estimated delivery time for my order?
Estimated delivery time varies depending on your location and the product. On average it takes 5-8 working days for standard deliveries.

How can I track my order?
Once your order has shipped, you will receive an email with a tracking number and instructions to track your package via our courier service.

Can I change my delivery address after I have placed my order?
Unfortunately we cannot change the delivery address once the order has been processed. Please ensure you provide the correct address when placing your order.

What should I do if my order arrives damaged or incomplete?
Please contact our customer service immediately and we will do everything we can to resolve the problem. Please include photos of the damaged items and packaging to help us resolve your case more quickly.

Do you offer international shipping?
Yes, we offer international shipping, but delivery times and costs vary by country. You can view shipping options and rates during the checkout process.

What happens if I am not at home during delivery?
If you are not home for the delivery, the courier will usually attempt to deliver your package to a neighbor or leave a notice with instructions on how to schedule a second delivery.

Can I change my delivery date?
In some cases you can contact the courier to adjust your delivery date. However, this depends on the courier service and your location.


How do I return my order?
If you are not satisfied with an item, you can return it to us within 14 days or indicate within this period that you wish to cancel your purchase. After this notification you still have 14 days to return the items. We may charge a depreciation if the item(s) are not returned in good condition. This is the case when items are damaged, dirty, washed, altered or worn or labels have been unnecessarily removed. For more information on how to return, click here .

Is it possible to exchange items?
It is not possible to exchange items. If you want to exchange an item, we advise you to return the item and place a new order.

I have received a damaged item, what can I do?
We will of course do our best to ensure that you receive our products in perfect condition. If you have received a product that is defective, you can return it to us within the specified period. You then add the returns form (just like with a normal return) and check 'item damaged'. Returned items are thoroughly inspected by our production team. If the damage or defect occurred through no fault of your own, we will credit the full item amount if desired. We can charge you for the depreciation for damage or defects caused in other ways.

Is it possible to return sale items?
You can also return sale items within the return period of 14 days or you can indicate within this period that you are canceling the purchase. After this notification you still have 14 days to return the items. The credit will be applied to your original payment method.

Why are there return costs?
We usually don't realize it, but returning packages has a major impact on the environment. The environment does not benefit from the CO2 emissions from reverse logistics, waste and a growing waste mountain. Span Herres wants to minimize the impact of returning goods, which is why we ask our customers to bear the return costs themselves. We hope this approach will encourage customers to shop more consciously and only consider returns when absolutely necessary.

Together we are taking positive steps towards a sustainable fashion industry.


How do I submit a complaint?
You may have a complaint about our products and/or service. Of course we find this very annoying and we would like to solve this together with you. If you have a complaint, you can contact our customer service. They will do everything they can to handle your complaint satisfactorily and to respond substantively to your complaint as soon as possible (in any case within 14 days).

Our customer service is available on working days from 09:00 AM - 05:00 PM (closed on public holidays)



Which payment method do you offer?
You can pay in our webshop with the following payment methods: Visa / Mastercard (credit card), PayPal, iDeal, KLARNA (pay afterwards), American Express, Mister Cash (only for Belgian customers) and Online transfers (Solfort Banking).

My Payment was not successful, how can I complete my order now?
If your payment has not been completed correctly, this can have various causes; such as problems with the internet connection or a technical problem at the bank. We therefore advise you to try again later and/or to contact your bank if the problem persists. It may also have to do with a difference in the country of origin of your payment card and your IP address. The payment system may refuse your payment to prevent fraud. In that case, we advise you to pay with a different payment card or to place your order via a different device.