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Teym - FAQ - 1 - Mobile

Frequently asked questions

Find all the answers to your questions on shipping, returns and Teym.

Shipping

  • To reduce emission we ship our parcels 2 times a week, this makes our processing time 2-5 business days. You will be notified via email once your order has been shipped. We always ship from The Netherlands. The Netherlands 1-2 business days after shipping Belgium & Germany 1-2 business days after shipping All other countries 2-9 business days after shipping Please note that deliveries to rural addresses may result in longer delivery times.
  • Netherlands: Orders above €75 – Free shipping Orders below €75 – €4 shipping Belgium and Germany: Orders above €99 – Free shipping Orders below €99 – €5 shipping Rest of Europe: Orders above €99 – Free shipping Orders below €99 – €7 shipping United States & Canada: All orders – €15 shipping Australia & New Zealand: All orders – €20 shipping
  • Yes, as soon as we ship your order, you will receive an email with a Track & Trace code. Simply click on the link in the email in order to keep track of your new items.
  • If you do not receive an email from us within 3 days of placing your order, please first check your junk mail and spam folder, if you haven’t received an email from us please contact us at customercare@teym.eu as your email or shipping address might be incorrect. During peak periods such as the Christmas holidays, delivery times may vary 2-3 days.
  • We always ship your items double packed, your garment will first be packed in paper and then placed in a cardboard box. We value our products highly and do our best to make sure they arrive in perfect condition without the use of excess packaging.
  • Please contact Teym’s customer care at customercare@teym.eu before returning the item, so we can give you instructions on how to proceed.
  • If you haven’t received your package within 10 business days and no delivery note has been left for you, track your package online to see its current location. Still no promising prognosis? Please contact customercare@teym.eu and we’re happy to assist you.
  • We ship to countries within the European Union including France, Monaco, Greece, Bulgaria, Cyprus (EU), Romania, Germany, Belgium, Italy, Luxembourg, the Netherlands, the United Kingdom, Malta, Denmark, Ireland, the Czech Republic, Austria, Spain, Finland, Hungary, Poland, Portugal, Sweden, Slovenia, Estonia, Latvia, Lithuania, Slovak Republic, Croatia. We also ship to the United States of America, Australia and New-Zealand.
  • In case an item is listed as pre-order, it means it’s available for sale but not available for direct shipping. As soon as we receive it, we will ship it out to you. In case your order contains a pre-order item, we will contact you and discuss together if you’d like to have the other items already shipped.
  • All countries within the European Union are shipped on a DDP (Delivery Duty Paid) basis, meaning that taxes and duties are included in the final price. This is unfortunately not the case for Switzerland and the United Kingdom.
  • Yes, Teym insures each package for the transit period for the full order value. It is ensured right up to the moment when it reaches you.
  • Yes, our store holds the same stock as our website. We’re open every Saturday at Iepenplein 17-O, Amsterdam. Want to make sure that your item is there? Send an email to customercare@teym.eu to check availability and we’ll have it reserved for you.
  • All orders within The Netherlands will be shipped by Fietskoeriers, who deliver by bike in over 60 cities in The Netherlands and Belgium with new cities added weekly. If their service is not yet available in your hometown, they will hand over the parcel to DHL for you. As soon as your order is sent you will receive a tracking code by mail. International packages will be delivered by national and local couriers via Skynet.
  • By choosing Fietskoeriers, the CO₂ emissions on the total journey of a package is reduced by 60% compared to delivery by delivery van. The packages are picked up by bike, brought to a local hub where they are sorted and brought to your nearest hub in green gas vans. From here they will be delivered by bike or handed over to DHL for you if bike couriers are not available in your hometown yet. All our orders are shipped in recycled FSC certified boxes without any excessive packaging. We encourage customers to re-use or recycle the boxes after the order arrives.

Returns & Exchanges

  • In order to streamline the returns and exchange process, we have a special page for you with all the information you need.
  • Return within 14 days Returns & exchanges are accepted on all unworn, undamaged items within 14 days after receiving your order. Return conditions Returned items must be unwashed, unworn, with original tags attached, its original packaging and free from any odours or pet hairs. A quick try-on is accepted, a long bike ride through the rain makes us less happy. Try to fold the items as neat as possible – avoid cramming them up as we would like to pass it on to someone else nicely.
  • All of Teym’s products are modern day classics and will usually come back in stock after a short while. To be kept informed when your product will be available for you again, please send an email to customercare@teym.eu.
  • 1. Find the return form enclosed with your order for the item(s) you want to return. Can’t find it? Download it here. 2. Fill in the return code. 3. Send the item with the form, well packed and with appropriate insurance to: Teym Iepenplein 17-sous 1091JN Amsterdam The Netherlands 4. Your refund will be made within 30 days from the date of returning the package, to the payment card used for the purchase.
  • I want a different style, color or size 1. Find the return form enclosed with your order. Can’t find it? Download it here. 2. Fill in the return code and style, color and size you wish to receive. 3. Send the item with the form, well packed and with appropriate insurance to: Teym Iepenplein 17-sous 1091JN Amsterdam The Netherlands 4. We’ll ship the new item to you right when we receive yours
  • To avoid excessive shipping, we don’t print return labels with our orders. You can choose any forwarder of your choice to get your parcel back to our warehouse in case of a return or exchange. The cost may vary per forwarder. Please note to send the parcel well packed and with appropriate insurance, as your return can only be handled if it reaches our warehouse in good condition.
  • Depending on the forwarder you’ve chosen to return your parcel, once it arrives with us it generally takes a maximum of 5 days to be processed and sent back your way in case of an exchange. Your refund will be made within 30 days from the date of returning the package, to the payment card used for the purchase.

Orders

  • Unfortunately not on the website itself. If you wish to change or cancel your order, please contact us at customercare@teym.eu. We will do our utmost to assist you in the best way possible.
  • As soon as your order is shipped, you will receive an email from us with shipping information. To reduce emission we ship our parcels 2 times a week, this makes our processing time 2-5 business days. You will be notified once your order has been shipped. Shipments within the Netherlands usually take 1 day to arrive, international shipping 3-5 business days.
  • Please first check your junk mail and spam folder as sometimes emails from unknown addresses can end up here. No luck? Contact us at customercare@teym.eu as the given email address may be incorrect. We will do our very best to assist you and send the confirmation email to you directly.
  • Unfortunately, if an item is low on stock we cannot always 100% guarantee its availability. If it appears that a product you ordered has become unavailable or delayed, we will instantly notify you by email. If you have already paid for the item, you will receive a full refund immediately if requested.
  • Because all Teym products remain permanently in the collection, the stock will be replenished shortly. Depending on how often we can run a production, the delivery time is on average 3 months. If you want to be updated when a product comes back in stock, please use our handy ‘notify me’ functionality in the size dropdown on each product page. We’ll notify you when the exact item you’re looking for comes back in stock.
  • We put our best effort forward to ensure our packaging is minimal and eco-friendly. We pack all orders in boxes and envelopes that are made of recycled paper – just like the tape we use. The inevitable poly bags used to protect your items are made of recycled plastic. Want to know more about our sustainable goals? Visit our sustainability page.

Size & fit

  • We recommend using a tape measure to find your perfect fit. Each of our products features a size-chart with complete sizing information – you can find these charts on the product pages under ‘what is my size’. Also to help you find the right size, we describe the height of our models and the sizes they wear on the product pages. If you’re still unsure about your size, drop us a line at customercare@teym.eu and we’d be happy to assist.

General

  • As we’re a very small and efficient team, we do not offer phone support at this time. For support, please contact us here, and we’ll get back to you as quickly as possible, typically within 24 hours. Please include any relevant details like an order number, account email, photos, or anything else that will help us answer your question.
  • Teym’s studio and store is located at Iepenplein 17-O, 1091JN Amsterdam, The Netherlands.
  • In order to give our customers the best price for our quality items we do not partner with resellers of our items.
  • Teym is solely sold at www.teym.eu and in our physical store.
  • All Teym updates are published on our website: www.teym.eu. Alternatively, you can sign up for our mailing list and receive regular updates about our activities directly in your inbox. You can also stay up to date by following us on Instagram and Facebook.
  • You can register on our website by entering your email address into the newsletter sign up form which is in the footer of every page. This will ensure that you will receive updates on all Teym-related news.
  • As part of our business model, Teym does not offer any promotions or sales on any of our products. As we do not let you pay for the expensive middlemen and marketeers, we are able to produce top-notch products that sell for far less than traditional luxury brands. Teym avoids these excessive markups by selling directly to you whilst maintaining a high level of service and the quality you might expect from the top of the line labels. In the case that we discontinue an item, we might announce a promotion on the item in question. In this case, you will be notified through our newsletter.
  • Your privacy is very important to us. For this reason Teym stores as little of your information as possible. We do not store your credit card details anywhere; your payment passes directly and securely through Teym to our service provider. We only work with reliable software partners and take all possible steps to provide you completely safe access to our services. Want to know more about our cookies? Visit our cookies page.
  • It’s in Teym’s DNA to put quality and durability first when designing a product. We believe that as a fashion brand that is the most sustainable way. If you want to know how and why we make those decisions and what goals we have for the future, please go to our sustainability page.

Products

  • All of our products are designed in Amsterdam and manufactured in Europe. Most of our materials come from Italy, France or Spain. We only work with reputable suppliers that strictly adhere to all the rules set out for the textile industry by the European Union. Want to know more? Discover our factories page
  • Because all Teym products remain permanently in the collection, the stock will be replenished shortly. Depending on how often we can run a production, the delivery time is on average 3 months. If you want to be updated when a product comes back in stock, please use our handy ‘notify me’ functionality in the size dropdown on each product page. We’ll notify you when the exact item you’re looking for comes back in stock.
  • All basic information on our products is shown on the product page – Size & Fit, Where it’s made, Materials, How to care and Sustainability. If you have additional questions relating to the fit and materials, or you would like specific measurements, please let us know via customercare@teym.eu. We’re happy to tell you everything about our products.
  • Every material needs its own type of care, for this reason a care card with tips and tricks is provided with your order! You can also find these on our care page.
  • No, we are not. We put the quality and durability of our products first, and in case of use of any materials from animal origin we always pay great attention to the animal-welfare. Want to know more about our material choices? Visit our sustainability page.

Payment

  • We currently accept Credit Card, PayPal, Klarna, SOFORT banking, and iDeal (for Dutch bank accounts) for all orders.
  • On your checkout page, you can enter your discount or gift card code into the bar “discount code” and click apply. Your total amount will then be updated!

Contact

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