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La Machine Frequently asked questions

Covid-19

Can I still place an order?

Yes, it’s business as usual at La Machine. La Machine will continue to accept and ship orders worldwide. For some areas, delivery will only take a little bit longer.

Will I get my package on schedule?

Deliveries in the EU are business as usual but could experience a small delay. Deliveries outside the EU may experience 48hrs delays however, this will be displayed on your courier tracking information. We will keep you posted regularly.

Can I still return a product?

To accommodate customers affected by the COVID-19 the 30 day return period has been extended to 60 days for ecommerce orders placed in April, May and June 2020.

Is your customer service available?

Yes, The La Machine customer service team just keep working and be ready for you if you want fashion advice or just have a question.

How is my order packed?

We’ll wrap your order Covid-19 free. Our packing team treats the products with the greatest care. They wash their hands extra often and keep an appropriate distance from each other. We also only work with a team that feels very fit and healthy.

We continuously ensure compliance with WHO regulations.

How do our deliverers (DPD) deal with Covid-19 guidelines?

The carriers are respecting all the local regulations and will not be handing over their hand-held devices to capture signatures. They will knock on your door, leave the parcel and stand back ensuring you do not come in to contact.

Products

Which clothing size should I get?

We use Easysize. An online clothing size advice tool. You can enter your data here anonymously, then EasySize advises your perfect La Machine fit based on an algorithm. Great right?

We also have size charts attached to every product.

The item I want is out of stock. Will it be restocked?

We’re sorry that the item that you are interested in is out of stock. Occasionally, depending on the style, items and sizes are restocked. On the product page, you can subscribe yourself to get notified when your item is back in stock.

Can’t wait? It’s possible that one of our official retailers still has the item on stock. Just send us an email, so we can check this for you.

Can you give more information about a specific product?

No problem! Mail or send us a message and we will assist you to provide you with some extra advice.

Where is the clothing produced?

90% of what we produce is made within the EU and nearby regions. We only work with carefully selected small-scale family factories with a main focus in the Braga region of Portugal. This ensures us of the highest quality workmanship and fair conditions for both people and the environment.

Which sort of fabrics do you use?

We’re a bit picky when it comes to choosing the fabrics we use. We’re constant on the look out for the perfect mix between, comfort, quality and durability. We prefer sustainable and only buy from trusted sources.

Do you produce in sweatshops?

We work with skilled professionals throughout Europe and Asia with a main focus in the Braga region of Portugal. Carefully selected by us to ensure all our products are manufactured under fair, sweatshop-free conditions.

In what sort of clothing factories do you produce

We prefer to not make use of large-scale factories but rather small or mid-scale family owned factories.

How do you deal with making the textile industry more sustainable?

Long lasting business relationship with our production partners is of high importance to us. These are partners that share our aim of continuous reduction of their and our environmental footprint. We try to deal with raw materials as economically as possible in all processes. No waste of cotton and paper are one of our highest priorities. Furthermore, we aim to design and produce our products to be timeless and durable so you can wear that favourite item over and over again.

Returns

What is your return policy?

Our returns policy allows you to return products unused within 30 days of receiving them. You can open the parcel and check the contents. Once we’ve received your returned item(s), we will refund the purchase amount as soon as possible. Returns will only be accepted when items are unused, unwashed, with all original La Machine labels attached and in the original packaging.

For hygiene reasons, Boxer shorts, (cycling) socks and gift cards cannot be returned or exchanged unless they are damaged.

Please consult the size chart before you buy something. A decrease in returns leads to a decrease in pollution and a happier world to live in.

How can I return products?

Customers in the EU can return for free. Register your return here and download your return label:

La Machine Return Label

To return products please follow these steps:

  1. Use the return form included in your package or download it here using the ‘return form’ button.
  2. Fill out the form completely.
  3. Include the form in the package with the goods you want to return.
  4. Download your label at La Machine Return portal
  5. Bring the package to your nearest shipping depot
  6. We will process your return request within 5 days after receiving your returned goods. You’ll be notified when we’ve done so automatically.

Return address:
La Machine Cycle Club
Staarten 1
5281 PK Boxtel
The Netherlands

Do I have to pay for returns?

Customers in the EU can return for free. Outside of the EU? Take care of your return label yourself.

When will I receive the refund for my return?

You will receive the refund in the same payment method used for the purchase within approximately 1-4 days after your parcel has arrived to at our warehouse, depending on your bank.

I received damaged goods?

We’re sorry that the item that you purchased is damaged. You can contact us via phone or mail and we will provide you with a solution as soon as possible. Please do not send damaged items back to us without contacting us first. You will receive a free shipping label for the damaged goods since it’s not your fault.

I paid my order with a gift card, but I want to return it. How does that work?

You can return your order following the regular returns procedure. Instead of a money refund, we will add the purchase amount of your return to your gift card. After this is processed, you can place a new order with your gift card.

Do you exchange for another size?

We don’t offer an exchange service. If you’re in need of a replacing size you can make a new order with the replacing size at any moment in the return process.

How do I know whether La Machine has received the item I returned?

Once your parcel arrives at the warehouse and your return has been approved, you will receive a refund confirmation email.

Order & Delivery

I didn't receive an order confirmation. Why not?

It can take up to two hours after you have placed your order for you to receive the confirmation email. Please also check your spam inbox.

If the payment has been processed and you haven’t received a confirmation email after two hours, please get in touch with us via phone or mail.

I've just placed an order, is it still possible to modify or cancel my order?

In order to process all orders quickly, we immediately send all orders to our warehouse to be picked, packaged and shipped. Once your order has been paid and processed, it is no longer possible to change the order.
If you wish to modify or cancel your order, please contact us immediately. We will look into the status of your order and if it hasn’t been picked by our warehouse yet.

Once your order is picked, it’s no longer possible to cancel or change the order. Please refuse the package at the door upon delivery. It will then be returned to our warehouse at our expense. Once the return has been processed in our warehouse, we will process your return and your purchase amount will be refunded.

I made a mistake with my shipping address. What can I do?

Everybody makes mistakes! When you accidentally filled in the wrong address, please contact us as soon as possible. We will try our best to solve this issue for you. Please note that the delivery of your package may be delayed.

In order to guarantee fast processing, orders are sent to our warehouse immediately so they can be packed and shipped as soon as possible. Once your order is processed, unfortunately, it is no longer possible to make adjustments.

What are the shipping costs?

Netherlands, Belgium, Luxembourg, and Germany
Standard: €4,95
Pick Up Point: €3,95
Free Shipping for all orders above €100,00

Other European Union Countries
Standard: €9,95
Pick Up Point: €8,95
Free Shipping for all orders above €100,00

Worldwide (the United States, Switzerland, Norway, Australia etc.)
Standard: €19,95
Free Shipping for all orders above €150,00

What is the delivery time of my order?

Deliveries within the Netherlands, Belgium and Germany:
All orders placed before 15:00 on business days, will be delivered the next business day. We offer standard shipping to your preferred address or you can pick up your order at a local Pick-up point whenever suits you best. Please be advised you will need to show an ID document when picking up your order

Deliveries within the European Union:
2-5 business days

Deliveries in all other countries:
5-10 business days

Where do you deliver?

We currently ship worldwide.

Do I have to pay customs or import duties?

If you place an order from outside the EU, customs charges may apply. For orders placed in countries inside the EU, there are no customs charges.

How is my order shipped?

We ship your order in an impact-free cardboard box or envelope with a La Machine appearance of course.

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We blend in (cycling) tradition with a sense of understated, clever design and the best possible materials to create beautiful, timeless products that you’ll find nowhere else.
Need help?

Do you need advice from one of our fashion experts? Feel free to contact us anytime, anywhere. We are there for you.

service@lamachine.cc

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