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My Hunkemoller

How can I create an account for MyHunkemöller?

Currently you cannot create an account for the My Hunkemöller loyalty program. This program is not applicable for this website. You can create a regular account on the Hunkemöller website. To create an account, you click on the bar in the top at 'log in' to go to the registration page. Do you not yet have an account? Under the header 'I am new' please fill in all the requested fields and accept the conditions. Pay attention: you will receive an e-mail to confirm your registration. When you click on the link in the e-mail, you are confirming your account.

What is My Hunkemöller?

Currently you cannot create an account for the My Hunkemöller loyalty program. This program is not applicable for this website. You can create a regular account on the Hunkemöller website. To create an account, you click on the bar in the top at 'log in' to go to the registration page. Do you not yet have an account? Under the header 'I am new' please fill in all the requested fields and accept the conditions. Pay attention: you will receive an e-mail to confirm your registration. When you click on the link in the e-mail, you are confirming your account.

Can I also use My Hunkemoller Member Account in other countries?

Yes, you can use your Membercard in other countries and by logging on to your Member account on the websites and apps. You can earn Passion Points and use shopping credit and vouchers in shops in other countries and on the associated websites and apps of these countries. Check our store finder to see which countries Hunkemöller operates in. The advantages per level are the same.

I can't log in to my account, what can I do?

If you have trouble logging in, first check if you entered the correct email address. If you receive the message “Log in failed”, you may not have any account yet.

If you have forgotten your password, click on “Password forgotten?'' to receive your new password by email. Please note that receiving our promotional emails doesn’t necessarily means that you are a Member and have an account.

How do I change my address?

To change your password, log into your account. Go to “My addressbook” and click on “edit”. Once you have changed your billing and/or delivery address, click on “Save”. You can also add more delivery addresses.

How do I change my e-mailaddress?

To change your email address, log into your account. Go to “My profile” and under the heading Personal Details click on “edit”. Once you have entered or edited your email address, click on “Save”.

How do I change my password?

To change your password, log into your account. Go to “My profile” and under the heading 'personal details' click on “edit”. Once you’ve entered your old password and your new password, click on “Change password” to confirm.

How can I delete my account?

 

If you would like to delete, update, transfer or have access to your personal data, please use our contact form on the website:

1. Go to ‘contact’ and fill in the mandatory fields as well as your Membercardnumber

2. Choose subject ‘Data Privacy’

3. Send the form

We will get in contact with you within 30 days after your request. It is possible that we will ask you for further information.

Hunkemöller B.V. is committed to protecting your personal data. It’s your information, and we respect that. Our Privacy Policy gives you detailed information on when and why we collect your personal data, how we use it and how we keep it secure.

*Pay attention: when you have deleted your account, you cannot log in to your account anymore to see your personal data.

I would like to receive the Hunkemoller newsletter, what do I need to do?

Enter your email address in the bar at the bottom of the home page of the website and click on “subscribe to our newsletter”. You will receive a confirmation email. Click on the link in this email to confirm your subscription.

It is also possible to subscribe to the newsletter using your account. Log into “My Hunkemöller”, click on 'My Profile' and click on 'edit' and check the box saying 'Via e-mail I want to stay in touch with the latest news of Hunkemöller'. Than click on 'Save'.

How long are Passion Points and shop credit valid for?

Your Member account doesn't expire, but your Member Points will expire after 6 years of inactivity on your account.
Passion Points will also expire if you have made no purchases in the last 365 days. You will be moved down to the previous points level (see also 'Can I drop levels?').

What level do Members start at?

A new member will start at the level of the number of points earned from their first purchase. This is usually Level 1 but can also be higher depending on the amount spent and the completeness of their profile when registering.

How do I know which level I'm on?

On the website and in the app you will be able to see how many points you have, which level you are on and how many points you need to reach the next level. This information will also be included in every newsletter, meaning you will always be up-to-date in terms of your Passion Points status. You will also receive a monthly overview of your available shopping credit and vouchers! You can also check your balance in store when you scan your Membercard at the checkout

How do I go up a level?

You can up a level and get access to more exclusive benefits by earning more Passion Points. For an up-to-date overview of the benefits of each level, see https://www.hunkemoller.nl/passionpoints-benefits

My (Passion Points) balance has gone down. How did that happen and what happens next?

1) You have made no purchases at Hunkemöller within 365 days, meaning you will go down 1 level and your points balance will be adjusted to the number of points at the end of that level.

2) You have redeemed your Passion Points for a voucher.

3) You have returned a purchase, with the Passion Points earned from this purchase being deducted from your Member Account

Vouchers that you have earned from reaching a (higher) points balance will be removed from your account due to your lower points balance. The Shop Credit you have acquired will not be affected. If you return a purchase for which Shop Credit was used after dropping a level, this credit will be returned to your account.
Given that vouchers can only be used once, dropping a points level will not entitle you to vouchers available at a lower points balance if you have already received these vouchers.

Can I exchange Passion Points?

Yes. You can gain access to certain exclusive vouchers by redeeming your points. You will be able to use your vouchers once you have redeemed the relevant number of points.

I didn't receive Passion Point with my purchase, what to do?

When you do a purchase in store, your Passion Points balance will be updated within 24 hours after your purchase.

When you do a purchase online, your Passion Points balance will be updated after dispatch of your order, this can take a couple of days. You will receive an email about this. It may take one or two days before your Passion Points are credited to your Membercard. If they are still not credited after a few days, please send an email within 30 days after your purchase to our Customer Service customerservice_uk@hunkemoller.com. Please make sure you mention your Membercard number, the order value and the number of your order/receipt – if purchased in store a copy of your receipt in the email.

If you have earned Passion Points in another way such as via Facebook, please include this in your email as well with a brief summary of the promotion and screenshots if available.

I've forgotten my phone/my phone's battery died/I don't have my Membercard with me but I still want to make a purchase in-store. Will I still be able to earn Passion Points?

Yes. If you can identify yourself at the checkout with a valid form of ID, the cashier will be able to look you up on our database and add the points to your balance.

I forgot to log in during my transaction but I would like to make a purchase on the Hunkemoller website. Will I still be able to earn Passion Points?

Yes. If you choose the 'Add Passion Points' on the order confirmation page and log in to your account, Passion Points will still be added.

When do I receive rewards such as Shop Credit and vouchers for the Passion Points I have saved up?

With 250, 500, 750, 950, 1500 and 2000 Passion Points you will receive €5 Shop Credit. The Shop Credit is valid for 3 months. On other moments you will receive personal vouchers that you can use for discounts or to receive a gift or a reward. Your Passion Points, Vouchers and Shop Credit will be added to your Member account automatically. In store, on the website and in the app you always have a up to date overview of your saved Passion Points, your vouchers and your Shop Credit. You can use your Shop Credit and vouchers in store, in the app or in the webshop.

How do I use my Shop Credit, discount code or voucher?

You can't redeem multiple vouchers as part of one purchase. You can use a maximum of 20 shop credit per order

Where can I redeem discount codes on the website or in the app?

You can enter and redeem your discount code in your shopping basket on the website and in the app. You will need to enter the code and click 'add'.

Are there any conditions for using shop credit, a discount code or a voucher?

You can't redeem multiple vouchers per order. You can only use maximum of 20eu shopcredit per order

How is the return amount determined if I return online and have used my Passion Points discount credit with my order?

Per item returned, a proportional amount will be refunded to your (digital) Membercard. This can take a few days to process.

Will I get my Shop Credit back if I return my order in part or in full online or in store and what will happen to my Passion Points?

Yes. When you return an item, the equivalent amount of Shop Credit returned per item will be refunded to your (online) Membercard. Points earned as a result of this purchase will be deducted from your Member account.

What happens to my used Shop Credit if I exchange all or part of my order in store and what happens to my Passion Points?

When you exchange an item, the redeemed Shop Credit per returned item will be deducted from the price of the exchnaged item and will be included in the price of the new item. Passion Points earned during the order will be deducted from your Member account, while any Passion Points earned from the purchased of the new exchanged item will added back to your account. If you have used a discount voucher that you obtained through redeeming Passion Points, these points will not be returned to you and you will not be able to claim this voucher again. The discount you received per returned item will be deducted from the price of the exchanged item and added to the new item if the discount is still valid.

Will I get my voucher back if I return part/all of my order and what will happen to the Passion Points I redeemed to claim this voucher?

When you return your order in full in one or multiple parts, the vouchers used will be added back to your Member account as soon as the entire order has been returned. Any Passion Points that were redeemed for these vouchers will also be added back to your Member account.

If you do not return the whole order but just one or more items in the order, the vouchers used in your purchased will not be added back to your Member account. Any Passion Points redeemed for these vouchers will not be added back to your Member account.

Vouchers for gifts, services, prize competitions, invitations to events or free delivery will never be added back to your Member account after a full or partial return.

What happens to my used voucher if I exchange all or part of my order in store and what happens to my Passion Points?

When you exchange an item, the discount provided by the discount voucher when paying for an item will be deducted from the price of the exchanged item. Passion Points earned from this order will be deducted from your Member account, and Passion Points earned from the new exchanged item will be added to your balance. This does not apply to vouchers that offer gifts, services, competitions, invitations to events or free delivery.

How can I unsubsribe from the e-mail newsletter?

If you no longer want to receive our newsletter, click on the link at the bottom of the newsletter. You can also specify that you don’t want to receive the newsletter on your Hunkemöller account page.

Shipping & Delivery

Where is my package?

For current delivery times, please see in the checkout where you place the order. Once your order ships, you will be sent an auto-email containing tracking information.

Once activated, you can also track your order via Service.Global-e.

If there has been no update on the tracking information for more than 5 business days, please let us know so that we can open an investigation.

If for any reason it is determined the parcel is lost in transit you will be issued a full refund.

I have not received my order. What should I do?

Unfortunate it can happen that you will not receive all items. Best thing to do is to contact our Customer Service department via here.

I have received an item I did not order, what should I do?

If you have not received all the items you ordered or received items you did not order at all, please contact our Customer Service department via here

I have not received a confirmation email, what to do?

It can happen that your confirmation email ended up in your Junk- file. Please first check this. If you still did not receive anything you can contact our customer service.

Can I cancel an order?

Unfortunately once an order has been placed, it is final and cannot be canceled. You can return it once received.

Can I arrange for my order to be delivered to a different address?

You can always arrange for your order to be delivered to a different address within the same country. You can specify the billing address and delivery address during the check out procedure. You can also edit these in 'My Hunkemöller' if you have an account for future orders.

Can my order be delivered to a postbox address?

Unfortunately this is not possible, we only deliver to a home/business address.

How will my order be delivered?

Your order can be delivered to your home/business address.

How can I find articles on the website?

There is a search box at the top of the website. By entering what you want to search for into the box, you can quickly find products or answers to your questions.

How do I order something on hunkemoller.com?

It is very easy to order items on Hunkemoller.com. You add the items you want to your shopping bag. You then proceed to the check out page. If you have a Hunkemöller account, you can log in with your e-mail address. If you don’t have an account yet, create an account or order using the “guest checkout” option.

What will happen if I am not at home when my order is delivered?

If you are not at home when your order is delivered, the postman will deliver it to the nearestby DHL Express Point. You will be notified when this occurs.

My order is too late, what now?

Due to the busyness in our stock center and / or busy with the postman it can sometimes take longer. If you want to track your package, you can do so with the Service.Global-e.. You can find this in the confirmation that you receive by e-mail when your package has left our stock center. Good to know that you will always receive a confirmation by e-mail when your package has been sent.

Is there an overview of all Hunkemöller stores?

At the moment there are no physical stores yet in the US.

How long does it take for an order to be delivered?

Delivery 6-7 working days.

My Track & Trace code is not working, what should I do?

If you have received your Track & Trace code, it can take up to 24h before you are able to actually track your order. If you get an error message, please try again later.

Where can I find my Track & Trace code?

If you want to follow your package you can do this with the Track & Trace code via here. We will send your code in the email once your order has left our warehouse or check My Hunkemöller.

I have received the wrong size and/or colour, what should I do?

If you have received the wrong size or colour of the item you ordered we are very sorry, you can send the item(s) back to us free of charge and mention this on the return form and order it again on the website.

What are the shipping costs?

The shipping costs will be displayed at checkout. This will be 6 dollars

*Your delivery is free for orders exceeding $80,-

Can I giftwrap my purchase?

Yes, you can easily add a giftbox in your shopping basket. The giftbox comes in one size only. If you have order multiple items and want to make sure they all fit, order multiple giftboxes.

Payment, Voucher & Promotions

Are there conditions attached to using a online discount or voucher?

A discount code can be used once only. After it has been used, it is no longer valid. Discount codes are only valid for orders placed through Hunkemoller.com. You cannot exchange a voucher for cash or apply a voucher to an order that has been placed already.

Price information at Hunkemöller.com

All our prices are including VAT & import fees, excluding shipping costs.

Where can I find more information about my Passion Points and shopcredit?

More information you can find in my Hunkemoller.

Where can I find my invoice?

You will receive an invoice with your order and it will be attached to your shipment email. On your “My Hunkemöller” page you can view all your orders by clicking on “Order History".

What is a Hunkemöller gift card?

A Hunkemöller gift card is a gift voucher of which you can determine the value yourself. Perfect to surprise a friend with. You can use the Hunkemöller gift card in our stores and online. Keep the Hunkemöller gift card safe, even after use! Refunds of your purchase with the Hunkemöller gift card will be refunded to the same card.

Where can I redeem my Membercard credits?

You can redeem Hunkemöller Membercard credits in all of our stores.

Where can I find the promotions and discounts on the website?

Here you can find our actual promotions.

How can I use my discount code or voucher?

You can redeem your discount code or voucher in your shopping basket. Fill in your code and click on “Add promo/voucher code".

Is it safe to shop on Hunkemoller.com?

Shopping on Hunkemoller.com is very safe. We use the secure SSL method for browser traffic. This means that your personal information is encrypted and cannot be read by third parties.

We comply with all the privacy regulations and other legal requirements. Read more about security and privacy on our Privacy Policy in the footer.

How long does it take to process my payment?

How long it takes to process a payment depends on the payment method. If you pay with PayPal, the amount is usually debited immediately from your PayPal account. If you pay by credit card, the amount is only debited when your order leaves the warehouse.

Can I redeem my Passion Points Shoppingcredit with my online order?

Yes, that is possible. If you have saved enough Passion Points you can redeem the credit in the check-out.

How is the return amount determined if I return my online order and I have used my Passion Points shoppingcredit with my order?

For each item you return, the amount is proportionately transferred back to your (digital) member card. It can take a few days until this happens. 

How can I pay on Hunkemoller.com?

The following payment methods are available on Hunkemoller.com:

1.Credit card. We accept Mastercard, Visa and American Express.

2.Paypal and Paypal Express.

3. Apple Pay

4. Klarna Pay in 3 installments

5. Amazon Pay

Will I receive my Passion Points shoppingcredit back if I (partly) return my online order?

Yes, redeemed shop credit will be added back onto your Membercard when you return your order online or bring it back in store. This can take a few days before it’s processed.

Returns & Refunds

When will I receive my refund?

When we receive your parcel, we will confirm this via e-mail. This can take up to 5-10 days. If you return the entire order, we will refund the whole amount including the shipping costs. If you return only part of your order, we will refund you for the returned items.

How can I return an item ordered through Hunkemoller.com?

Not fully satisfied with your items? No problem, you can return ordered items to us free of charge within 30 days. Follow the following procedure:

1. Put the items in a parcel together with the return form. For example, you can use the original packaging.

2. Go to Global-e.com to register your return.

3. Print the return label and and affix it securely to the outside of the parcel.

4. Go to DHL.com, choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points and drop-off the parcel at this location.

 

 

How much are your return costs?

Not fully satisfied with your items? No problem, you can return ordered items to us free of charge within 45 days. Follow the following procedure:

1. Put the items in a parcel together with the return form. For example, you can use the original packaging.

2. Go to Global-e.com to register your return.

3. Print the return label and and affix it securely to the outside of the parcel.

4. Go to DHL.com, choose your country and fill in your location (address or zip code) to locate your nearest DHL Express points and drop-off the parcel at this location.


If you use another carrier you need to pay for your return.

Are there any products that cannot be returned?

No but please leave the items listed below sealed and unopened as we cannot accept returns of opened items for reasons of hygiene.
1. Adhesive bras
2. All products in the Beauty line
3. Pantyhose and stockings
4. Lingerie cards and Membercards

Will I automatically receive a different item if I return an item?

You will not receive a different item if you return an item to Hunkemöller. However, you can place a new order through our website.

How is the return amount determined if I return my online order and I have used my Passion Points shoppingcredit with my order?

Per item returned, a proportional amount will be written back to your (digital) Member card. This can take a few days.

How long does it take to process a returned item?

When we receive your parcel, we will confirm this via e-mail. This may take up to 5 days. The amount will be credited to the payment method used within two days after the confirmation e-mail has been sent. If you return the entire order, we will refund the whole amount including the shipping costs. If you return only part of your order, we will refund you for the returned items.

Data Privacy related questions.

Hunkemöller B.V. is committed to protecting your personal data. It’s your information, and we respect that.
Our Privacy Policy gives you detailed information on when and why we collect your personal data, how we use it and how we keep it secure.
If you would like to access or rectify your personal data, please contact us by mail.
We will get in contact with you within 14 days after your request.
It is possible that we will ask you for further information.
For California residents, please see “Supplemental Privacy Notice for California Consumers” in our Privacy Policy for additional information on your data subject rights.

Can I exchange items ordered via hunkemoller.com?

It's not yet possible to exchange items via Hunkemoller.com. If you want a different size or colour, return the items and place a new order.

Service & Contact

I have a complaint, who should I contact?

If you are not happy with a product or our service, we would like to know.
You can use the contact form via Service.Global-e.

Can I cancel an order?

Unfortunately once an order has been placed, it is final and cannot be canceled. You can return it once received.

How can I determine the right size and fit?

Bra sizes are based on two values: a number representing your band size (measured around your body just under your breasts), and a letter representing your cup size (size (determined by calculating the difference between the size measured over your breasts and your band size). Learn how to determine your correct bra size.

What is the best way to wash my items?

Always wash new items before wearing. Red and dark items should be washed separately. Go to our washing instructions page for more information.