Question 1

What is the status of my order?

Accepted Answer

You will receive an email with the shipping confirmation and track & trace within 24 hours.

Question 2

How can I return my order?

Accepted Answer

Returns from inside Europe

Return within 14 days using the included return label and drop it off at a Service Point.
Return costs will be deducted from the refund.
All products must be returned in new and unused condition, with all protective materials in place and labels attached.

Returns from outside Europe

Return within 14 days at your own expense to:

Mode Express

Handelsweg 4

2404 CD Alphen aan den Rijn

Netherlands

We advise sharing tracking information with us: service@summumwoman.com. We are not responsible for loss or damage of returned items.
All products must be returned in new and unused condition, with all protective materials in place and labels attached.

Question 3

What payment methods are available?

Accepted Answer

iDEAL
Pay through the secure online environment of your own bank.
Credit Card
We accept Mastercard, VISA, and American Express.
Apple Pay
Easily pay with Apple Pay on iPhone, iPad, Apple Watch, or Mac. With one click and biometric verification, your details are auto-filled for a faster checkout.
Klarna (Pay Later)
Pay up to 14 days after receiving your order. You’ll receive an invoice from Klarna, and you can also manage your payment details via the Klarna app or website. Contact Klarna if you have questions or if your payment authorization is declined.
Bancontact
For Belgian customers: securely pay via your own bank environment.

Question 4

My item is damaged.

Accepted Answer

Sorry to hear your item is damaged! We’re here to help.

Bought at a Summum store?
Visit a Summum store or contact one by phone for the fastest help.
Bought from a reseller?
Please contact the reseller directly for a solution.
Bought from our webshop?
Contact our Customer Service with your order number ready.

Question 5

Cotton

Accepted Answer

Cotton is breathable, durable, and abrasion-resistant but may shrink after washing. Wash inside out at no more than 40°C with liquid detergent. Cotton may bleed, especially during the first washes, and can fade in sunlight. Avoid drying in direct sunlight and use the dryer inside out to prevent wear. Tip: Don’t leave laundry in the washing machine too long to avoid wrinkles and color bleeding.

Question 6

Measurement Instructions

Accepted Answer

Not quite sure of your Summum Woman size?

Take your measurements by holding the measuring tape against your skin or underwear. Or you might want to ask someone else to take your measurements.

BUST SIZE

Hold the measuring tape in a relaxed fashion around the fullest part of your bust

WAIST SIZE

Hold the measuring tape in a relaxed fashion around the fullest part of your waist

HIP SIZE

Hold the measuring tape in a relaxed fashion around the fullest part of your hips

INSIDE LEG

The inside leg length is measured from the crotch to the floor

Need help?

Still need help, you can always contact us.

Question 7

When does my parcel arrive?

Accepted Answer

In the EU, delivery is handled by DHL or DPD, between 1-3 working days.

Outside the EU, DHL Express handles delivery for UK, Switzerland and Norway: between 1–3 workdays.

Question 8

Do I need to register my return in the return portal?

Accepted Answer

Orders placed after October 31, 2024, will include a return label with your order. The return label costs will be deducted from the purchase amount. If the label is missing, please contact our customer service.

Question 9

I couldn't pay with my credit or debit card.

Accepted Answer

We’re here to help:

Contact your bank or credit card provider to check for issues.
If they find none, try clearing cookies or using a different browser/device.
Still no luck? Contact our customer service with your order number.

Question 10

What's the policy?

Accepted Answer

If your purchase has a defect, we will be ready to help you. For questions about the exact warranty period, please contact the shop where you made your purchase.

Did you buy your items in our brand store's?

In this case, it would be best and the fastest to contact the store where you made the purchase. Click here to see contact information from our brand store's.

Did you buy your item from a reseller?

Please contact the reseller, as we do not have the purchase information. They will find a suitable solution for you.

Did you buy the item in our webshop?

Please contact Customer Service. We will make sure to find a suitable solution.

Question 11

Viscose

Accepted Answer

Viscose is a soft, breathable fabric made from natural fibers.

Wash it at a low temperature and always check the care label. Viscose may shrink, but you can easily press it back to shape while damp with a low iron setting.

Hang it to avoid wrinkles. It resembles silk in both appearance and feel.

Question 12

Suize guide

Accepted Answer

SIZE	size EU/FR	size iT	size uk	size us	CHEST cm	WAIST cm	HIP cm
xxs	32	36	4	0	84-86	66-68	89-91
xs	34	38	6	2	88-90	70-72	93-95
s	36	40	8	4	92-94	74-76	97-99
m	38	42	10	6	96-98	78-80	101-103
l	40	44	12	8	100-102	82-84	105-107
xl	42	46	14	10	104-106	86-88	109-111
xxl	44	48	16	12	108-110	90-92	113-115
xxxl	46	50	18	14	112-114	94-96	117-119

Question 13

How can I change my order

Accepted Answer

No, changes are unfortunately not possible. To ensure quick delivery, we immediately process your order in our warehouse.

Question 14

Can I return multiple orders at once?

Accepted Answer

Order placed inside the EU?

Yes, multiple orders can be returned in one box.
Use one return label, include packing slips and completed return reasons, and affix the label to the package. Return costs will be deducted from the refund.

Orders placed outside the EU / Zone 5?

Yes, you can return multiple orders in one box.
Add all items and packing slips together in one box.
Return at your own expense to:

Mode Express

Handelsweg 4

2404 CD Alphen aan den Rijn

Netherlands

Question 15

Can I pay and order abroad?

Accepted Answer

We deliver to below countries:

Zone 1

The Netherlands, Belgium, Germany, and France

Zone 2

Denmark, Austria, Poland, Luxembourg, Czech Republic, Slovakia, and Lithuania

Zone 3

Monaco, Slovenia, Italy, Latvia, Hungary, Croatia, Bulgaria, Estonia, Portugal, Ireland, Sweden, Spain, and Finland

Zone 4

Romania, Greece, and Malta

Zone 5

Cyprus, United Kingdom, Switzerland, and Norway

Question 16

Polyester

Accepted Answer

Polyester is a synthetic fiber that adds elasticity, shape retention, and wrinkle recovery. It is durable, colorfast, easy to maintain, and quick-drying.

Wash polyester at a maximum of 40°C with liquid detergent, and spin at a low speed to prevent wrinkles.

Tip: Use fabric softener to reduce static and make the fabric easier to iron.

Question 17

Brand store redirect

Accepted Answer

Hi,

Thanks for your message!

Because you bought the item in one of our brand stores, we unfortunately cannot solve the question for you.

Our store systems are not integrated with the online system.

We advise you to contact the brand store! They will be happy to solve it for you. 😊

If you have any further questions, please let me know!

Question 18

Size guide shoes

Accepted Answer

SIZE	size EU/FR	size iT	size uk	size us	CHEST cm	WAIST cm	HIP cm
xxs	32	36	4	0	84-86	66-68	89-91
xs	34	38	6	2	88-90	70-72	93-95
s	36	40	8	4	92-94	74-76	97-99
m	38	42	10	6	96-98	78-80	101-103
l	40	44	12	8	100-102	82-84	105-107
xl	42	46	14	10	104-106	86-88	109-111
xxl	44	48	16	12	108-110	90-92	113-115
xxxl	46	50	18	14	112-114	94-96	117-119

Question 19

How can I change my address?

Accepted Answer

No, address changes are unfortunately not possible. To ensure quick delivery, we process your order immediately. Questions? Contact our customer service and have your order number ready.

Question 20

Can I return my online order in-store?

Accepted Answer

No, online orders cannot be returned in our brand stores.

Question 21

Imitation leather

Accepted Answer

Faux leather (polyurethane) is animal-friendly, won’t wrinkle or shrink, and is easy to maintain.

Wash at 30°C with liquid detergent and air dry. Note: Faux leather cannot be ironed.

Question 22

Kann ich im Nachhinein bezahlen?

Accepted Answer

Mit Klarna können Sie bis zu 14 Tage nach Erhalt der Bestellung bezahlen. Geben Sie Ihre Daten ein und zahlen Sie, wann es Ihnen passt. Sie erhalten eine Rechnung von Klarna und können Ihre Zahlungsdetails auch über die Klarna-App oder -Website verwalten. Wird Ihre Zahlung nicht autorisiert, wählen Sie bitte eine andere Zahlungsmethode. Bei Fragen wenden Sie sich an den Kundenservice von Klarna.

Question 23

Can I cancel my order?

Accepted Answer

No, cancellations are unfortunately not possible. To ensure quick delivery, we immediately process your order in our warehouse.

Question 24

What are the general terms and conditions for returns?

Accepted Answer

Return Conditions:

You can return your order within 14 days.
Return items unworn, undamaged, with attached price tag, and in secure packaging. Any loss in value may be deducted.
Report incorrect or damaged items to customer service before returning.
Preferably use the original packaging.
Ensure the return label is attached over any old label and the order number is visible.

Questions? Contact our customer service at service@summumwoman.com.

Question 25

Linen

Accepted Answer

Linen is lightweight, perfect for warm days, and resists stains. Wash by hand at a max of 30°C, or use the hand wash setting on your machine.

Wash in a half-full drum to minimize wrinkles. Air dry immediately after washing, never use the dryer. Iron while still damp at a max of 200°C.

Tip: Don’t wash linen above 30°C, it should feel cool to the touch.

Question 26

Kann ich mehrere Rabattcodes kombinieren?

Accepted Answer

Nein, es ist nicht möglich, Gutscheine und Rabattcodes zu kombinieren.

Question 27

Can I ship my order to a pick-up point?

Accepted Answer

This depends on which country you're ordering from. After your package is sent out for delivery, you will receive an email from the carrier, with delivery options.

Question 28

Can I exchange my order?

Accepted Answer

No, unfortunately, it is not possible to exchange your online order for another item or size. You can return the item and place a new order.

Question 29

Wool

Accepted Answer

Washing wool is easy if done correctly.

Use the wool program at 30°C, with a maximum spin of 600 rpm. Use a small amount of wool detergent and wash wool items together. Don’t wash with jeans with zippers. Handwashing isn’t better; you tend to use too much detergent, and wringing harms the wool.

Make sure the water is no warmer than 30°C, as hotter water may shrink the wool.

Question 30

Kann ich meine Geschenkkarte mit einem Rabattcode kombinieren?

Accepted Answer

Ja, Geschenkkarten können mit Rabattcodes und Gutscheinen kombiniert werden.

Question 31

My order is "delivered", but I don't have my order.

Accepted Answer

Have you received your Track & Trace information by email? Use it to track your package. It might have been delivered to your neighbors. Questions? Contact our customer service and have your order number ready.

Question 32

When will I receive my refund?

Accepted Answer

You will receive your refund within 14 workingdays after we receive your return package, refunded via the original payment method.

Question 33

Denim

Accepted Answer

Our Blue Daze collection features beautiful denim pieces.

Wash denim only when necessary to prevent fading. Air it out between washes, even in the bathroom. Wash jeans at a max of 30°C with a gentle cycle or rinse only with cold water.

Question 34

My VIP account isn't working. What should I do?

Accepted Answer

1. What will change for me with the new loyalty program?

For you, nothing will change in how you earn rewards. You will continue to earn points and vouchers with every purchase, just as before. The only temporary change is that your vouchers and points will not be visible in your account. Starting in mid-October, you will be able to fully view your details again. We will keep you informed through our newsletter and/or notifications on the website.

2. Can I still earn points and vouchers during the transition?

Yes, you will continue to earn points and vouchers with every purchase, even during the transition period.

3. When will I be able to see my vouchers and points again?

Starting in mid-October, the new loyalty system will be fully operational, and you will be able to view your vouchers and points again.

4. Can I use my vouchers during the transition period?

No, starting next week, vouchers will be temporarily unavailable and cannot be used. We recommend using your vouchers before the transition. After the transition, your unused vouchers will be available again.

5. What will happen to my existing vouchers and points?

Your existing vouchers and points will remain valid. They will only be temporarily unavailable but will be visible in your account again by mid-October.

6. How will I stay updated on the new loyalty program?

We will keep you informed via our newsletter and/or notifications on the website as new information becomes available. Keep an eye on your inbox and our website.

7. What should I do if I have questions or encounter problems?

If you have any questions or encounter issues, feel free to contact our customer service team. We’re happy to help!

Question 35

My item is damaged or dirty by arrival.

Accepted Answer

Sorry to hear this, that shouldn't happen!
Please contact our customer service right away so we can find a solution together.

Question 36

I used my voucher for a returned order. Will I receive this voucher back?

Accepted Answer

Savings vouchers are not reissued when you return or exchange an item. The amount of the savings voucher will be divided equally among the items in your order.

Do you return one or more items? Then you will receive a refund of the amount you actually paid for those items, including the settled discount from the savings voucher.

Exchanges are only possible in our stores. Here you can easily exchange your article for another article of equal value.

Question 37

Refund of savings vouchers

Accepted Answer

Savings vouchers will not be reissued if an item is returned or exchanged. The amount of the savings voucher will be divided equally between the items in your order.

Order.

Are you returning one or more items? Then you will receive a refund of the amount

that you actually paid for these items, including the discount deducted from the savings voucher.

Discount from the savings voucher.

Exchanges are only possible in our stores. Here you can simply exchange your

for another item of equal value.

Question 38

Wash & Care information

Accepted Answer

For all washing instructions and fabric information, please visit our Wash & Care page.

Here you will find explanations and instructions for each fabric.

Question 39

An item is missing from my order.

Accepted Answer

Apologies, this is not the intention!
It’s possible that one of your items is still on its way. If there’s no other package in transit, please contact our customer service and have your order number ready

Question 40

Can I return my brand store purchase?

Accepted Answer

Returning in Our Brand Stores
You can return your purchase within 14 days at any brand store with the receipt or bank statement. Return items unworn, undamaged, with tags, and in original condition. The refund will be processed to your bank account (no cash refunds). Exchanges are possible, but please note: the return period is 14 days, and sale items cannot be returned.

Question 41

Explanation of compositions

Accepted Answer

CO: COTTON

EA/EL: ELASTANE

MD: MODAL

PES: POLYESTER

CLY: LYOCELL

VI/CV: VISCOSE

WO: WOOL

AC: ACETATE

PA/NY: POLYAMIDE/NYLON

PU: POLYURETHANE

PAN/PC: ACRYLIC

SE: SILK

ME/MTF: METAL FIBRE

WP: ALPACA

WM: MOHAIR

Question 42

Do I have to pay import fees for deliveries outside the EU?

Accepted Answer

For deliveries outside the EU, import fees such as customs duties and local taxes may apply. You are responsible for paying these fees to clear your order through customs.

Question 43

I got an different item, then I ordered.

Accepted Answer

Oops, packing mistake!
We’d love to resolve this for you. Please contact our customer service, and we’ll assist you right away. Have your order number ready.

Question 44

How does a refund work with a discount code?

Accepted Answer

A discount code is applied per product. In case of a refund, the discount will be recalculated per product. If you keep any products, the discount remains applicable to those items.

Question 45

My package was not delivered, but returned to Summum.

Accepted Answer

Sorry to hear your order was returned.
Please contact our customer service; we’ll assist you with a solution.

Question 46

How does a refund work with a gift card?

Accepted Answer

For returns, the amount is refunded to the same gift card, which can then be reused. If you paid partially with a gift card and partially with cash, the gift card is credited first, and the remaining amount is refunded in euros.

Question 47

Why was my item canceled?

Accepted Answer

Occasionally, an item is canceled after ordering. You’ll receive an email, and the amount will be refunded automatically within 2 business days. If the item becomes available again, you can reorder it using the discount code provided.

Question 48

Hoe werkt de terugbetaling met een Giftcard?

Accepted Answer

Bij het gebruik van een *Giftcard op een bestelling, zal het bedrag geretourneerd worden op de Giftcard.

Bij bestellingen waarbij de betaling groter is dan de Giftcard, zal het bedrag eerst terug worden gestort op de Giftcard en het overige bedrag wordt terugbetaald in euro's.

*Het niet mogelijk om de Giftcard in te wisselen in ruil voor geld. *Het is ook niet mogelijk om aanpassingen te laten doen aan het bedrag van de Giftcard.

Question 49

How many times can I use a discount code?

Accepted Answer

A discount code can only be used once. If you return items, the code cannot be reused. Questions? Contact our customer service.

Question 50

Can I return discounted items?

Accepted Answer

Yes, discounted items can be returned under the same conditions as "full price" items.

Question 51

My return is lost during transportion!

Accepted Answer

Sorry to hear your parcel is stuck.
If your return is registered in our return portal, we can track the shipment. In case of delays or loss, please contact our customer service.

Did you receive a return label with your order?
Check the track and trace code. If delayed or lost, contact customer service and provide the code.

Returning from Norway, the UK, or Switzerland?
This is at your own risk. Keep the track and trace code, and you can start an investigation with the carrier.

Question 52

Can I use my vouchers on every purchase?

Accepted Answer

Your vouchers are a means of payment and for that reason it is possible to use them at all times, with the exception of sale items. With a minimum spend of €70.

Question 53

Why do I have to pay delivery/return-costs?

Accepted Answer

Thank you for your order!

We will send you an order confirmation within 10 minutes. Haven’t received it yet? It’s possible that the confirmation email has ended up in your junk or spam folder. You can also find the status of your order in your account.

Still can’t find it? Feel free to contact our Customer Service . Please have your order number ready.

Question 54

I am outside the return period!

Accepted Answer

Unfortunately, it is not possible to register a return in our return portal outside the established return period of 14 days.

Outside this statutory return period, it is still possible to return your order: the refund will be in the form of a gift card.

If you were not able to return the order in time, please contact our Customer Service, we would love to help you out.

Question 55

Why do I have to pay shipping and return costs at Summum?

Accepted Answer

Help us reduce CO₂ emissions!
We’ve introduced shipping and return costs to encourage customers to be more mindful about ordering and returning packages. Will you join us?

Question 56

Do I have to pay import fees for deliveries outside the EU?

Accepted Answer

For deliveries outside the EU, import fees such as customs duties and local taxes may apply. You are responsible for paying these fees to clear your order through customs.

Question 57

How is my voucher/discount applied?

Accepted Answer

When you use a voucher during a purchase, the discount gets split between the items based on each product's margin.
For example:
You use a €10 voucher on an order with two items:

A fancy singlet for €44.95 (36% of the total price)
A basic turtleneck for €79.95 (64% of the total price)
Total: €124.90

The €10 discount is split like this:

€44.95 - €3.60 = €41.35
€79.95 - €6.40 = €73.55
New total: €114.90

Question 58

How can I order safely?

Accepted Answer

Warning: Fraudulent Websites

Unfortunately, we have learned that there are fraudulent (fake) websites active pretending to be Summum webshop. These parties offer our products at (very) high discounts and advertise on fake social media channels. The lured in visitors who make a purchase on these websites will lose their money and no clothes will be delivered by these parties. This is an extremely annoying issue, and it is unfortunately a phenomenon of the current times.

We would like to remind you that summumwoman.com is our only legitimate webshop, and there are no other Summum webshops under our control. We very much regret that our brand name is being abused, we have reported it to the police and are making efforts to have the websites taken down.

We are very sorry that there are duped people and advise if you are duped yourself to make a report to the police and/or credit card company. Summum is not liable for damages incurred in these types of fraud cases.

Question 59

Can I order online from abroad?

Accepted Answer

We deliver to the following countries:

Zone 1

The Netherlands, Belgium, Germany, and France

Zone 2

Denmark, Austria, Poland, Luxembourg, Czech Republic, Slovakia, and Lithuania

Zone 3

Monaco, Slovenia, Italy, Latvia, Hungary, Croatia, Bulgaria, Estonia, Portugal, Ireland, Sweden, Spain, and Finland

Zone 4

Romania, Greece, and Malta

Zone 5

Cyprus, United Kingdom, Switzerland, and Norway

Question 60

How many times can I use credit in the form of a gift card?

Accepted Answer

Credit in the form of a gift card can be used multiple times.

You do not have to spend this amount at once.

Click here for questions about refunds when using a gift card.

Question 61

Can I order a gift card on the webshop?

Accepted Answer

Currently, it is not possible to order a gift card online. However, you can buy a Summum gift card in our brand stores. Please note: this gift card can only be used in our brand stores, not online. Click here for an overview of our brand stores.

Question 62

Can I order an item from a Summum brand store?

Accepted Answer

Yes, this is possible.

If your desired item is no longer available online, but is available in one of our brand stores, please feel free to contact the brand store in question.

They will help you with the payment and delivery of your order.

Shipping is free for orders over €100 with new collection items. Would you like to purchase a sale item? Shipping costs will apply.

Please ask the store staff for the shipping costs amount.

Here you will find all contact details: Summum brand stores

Question 63

An meiner Bestellung ist noch ein Sicherheitsetikett befestigt. Was kann ich tun?

Accepted Answer

Ups, wir haben vergessen, das Sicherheitsetikett zu entfernen. Du kannst mit dem Artikel und dem Kaufbeleg in einen Brand Store deiner Wahl gehen, und wir werden das Sicherheitsetikett sofort für dich entfernen. Du kannst uns nicht besuchen? Dann schicke den Artikel kostenlos zurück und wir werden das Etikett für dich entfernen. Wende dich einfach an unseren Kundenservice. Bitte halte die Bestellnummer deiner Bestellung bereit.

Question 64

My welcome discount does not work

Accepted Answer

Hi,

Bedankt voor je berichtje! Wat vervelend dat de welkomskorting nog niet werkt.

Als het goed is heb je na de eerste mail nog een tweede mailtje gekregen met daarin de voorwaarden.

Je moet in deze e-mail de voorwaarden accepteren. Daarna krijg je de code toegestuurd.

Vanaf dat moment kun je de code gebruiken via het winkelmandje op de website! 😊

Ik hoor het heel graag als je vragen hebt!

FAQ