Frequently asked questions

HEATDRY® Clothing is a specialist brand in high-quality heated clothing. We offer a range of products, including heated gloves, body warmers, and socks, designed for comfort and warmth in cold conditions. We maintain a close collaboration with our international suppliers to ensure that we can present an updated collection every season. Our focus is on four core aspects: comfort, design, quality and innovation. To sum up: HEATDRY®'s quality manifests itself in comfortable and warm garments that fit perfectly and evolve in terms of style and functionality every year.

For more information about our company and products, you can read the rest of this page, or visit our 'About us' page on our website, where you will find our history, mission and values. In addition, you can follow us on social media such as Instagram and Facebook, and read our blogs for the latest updates, stories and tips related to our products.

You can reach our customer service team via e-mail, phone, or by leaving a message via the contact form on our website. This can be found in the customer service.

You can stay informed by subscribing to our newsletter and following us on our social media channels. To subscribe to the newsletter, scroll down the page and enter your e-mail address where you would like to receive the newsletters on.

We ensure quality through strict quality controls and the use of high-quality materials. Every product undergoes a thorough inspection to ensure it meets our strict standards. We also have a strong focus on sustainability and make conscious choices in the fabrics and materials we source from our suppliers. We strive to adopt environmentally friendly and sustainable production methods. Our commitment to knowledge and innovation is at the heart of our product development process, resulting in clothes that are not only comfortable and warm, but also durable and of high quality. Moreover, we offer warranty on our products as a vote of confidence in their durability and quality, for added peace of mind for our customers. Our garments come with a standard two-year manufacturer's warranty, and a one-year battery warranty.

Yes, our customer service team is ready to help you choose the perfect product to suit your needs. Contact us here.

Placing an order starts by adding a product to the shopping basket on the product page. Select the product, choose your size, choose the quantity you wish to receive, and add these items to your cart by clicking the blue button. Complete your purchase by going to the checkout and filling in the requested information.

When you enter your details in the check-out page, you automatically create a customer account with us. So you don't have to do anything extra for this, this process is completely automatic.

It is possible to change an order as long as it has not been shipped. Please contact our customer service for assistance.

After placing your order, you will receive a confirmation e-mail with your order details and a unique order number.

You can cancel your order by contacting our customer service team, provided the order has not yet been shipped.

If you have made a mistake in your address, please contact our customer service to change it.

After placing your order, we start processing and preparing it for shipment. You will receive an e-mail with a tracking number as soon as your order has been dispatched.

HEATDRY® Clothing does not charge customers for shipping costs for orders placed. Orders are therefore always shipped free of charge.

We ship internationally to almost all countries. The countries we can ship to can be found in the country list in the check-out.

Depending on the country the parcel containing your order is to be shipped to, we try to ensure that your order is delivered to your door as soon as possible. We deliver within the Netherlands for 93% within 24 hours (*if ordered before 12:00 on business days), and deliver to Belgium for 96% within 48 hours (*if ordered before 12:00 on business days). Below is an overview of the most common countries we ship to and the corresponding delivery time:

Orders within Europe are delivered by DPD, orders outside Europe are delivered by DHL.

Once your order has shipped, you will receive an e-mail with a tracking number that allows you to track the shipment.

If you are not at home, the delivery driver will check if your neighbour is at home and try to leave your parcel there. If this fails, the delivery driver will take the parcel back. In total, we will track 3 delivery attempts, if the parcel cannot be successfully delivered, it will be returned to sender.

You can provide additional delivery instructions to the delivery service if you have them so that we can take them into account.

It is possible to change your delivery address as long as your order has not yet been dispatched. Please contact our customer service department as soon as possible to do so.

In case of damage, contact our customer service and provide us with photos of the damage for further assistance.

If your order does not arrive within the specified delivery time, we kindly request that you contact our customer service team immediately for assistance in tracking your package. Should the tracking data show that the package is registered as 'delivered', we will work with the delivery service to initiate a comprehensive investigation into the exact location of your shipment. At HEATDRY® Clothing, we always strive to provide a customer-focused and satisfactory solution in such situations, with the highest priority on your satisfaction.

Customers can return or exchange unused products within 14 days of receipt. Products must be in their original packaging and with all labels intact. If we will receive products in used condition or incomplete, you will be contacted and a depreciation will be taken into account.

To serve you best, we have streamlined and simplified the return and exchange process:

Return

You can easily return your item via our return portal on our webshop.

Exchange

You can easily exchange your item size via our return portal on our webshop.

To promote responsible use of our services and encourage environmental awareness, there is a charge for returning orders. This measure aims to reduce unnecessary returns. However, we will only charge the transport costs for the return package; no additional handling or administration fees will be applied.
The customer is responsible for return shipping costs unless the product is defective or incorrectly delivered. The cost per return is EUR 6.95 and must be paid in advance in our returns portal.

We aim to process your return within 3-5 working days of receipt. You will receive a refund to your account no later than 7 working days after receiving your return.

Refunds are processed via the same payment method used for the purchase.

Each return shipment will be equipped with a track-and-trace number to accurately track the shipment. In the unlikely event of loss, we will rely on objective information from the tracking system to assess the situation. Should it turn out that the carrier is responsible for the loss of the package, we will take responsibility and provide a refund of the purchase amount to your account.

Yes, items bought in the sale can be returned according to our standard return policy.

If you have received an incorrect item, please contact our customer service team as soon as possible to exchange it for the correct item.

We accept various payment methods, including iDEAL, ApplePay, PayPal, credit cards (Visa, MasterCard), and bank transfers.

Yes, your online payments are safe with us. We use advanced encryption technology to protect your payment details.

Currently, we do not offer an option for payment on delivery. All orders must be paid online in advance.

Your credit card will be charged the moment your order is confirmed and ready for shipment.

After receiving and processing your return, we will refund the amount to the original payment method you used.

Yes, an invoice will automatically be sent to you by e-mail as soon as your order is completed.

Subscribe to our newsletter and follow us on social media to be the first to know about our latest promotions and exclusive offers.

Enter your promotional code at checkout in the field provided. The discount will then be automatically applied to your order.

In case of a return, the discount will be settled proportionally and you will receive the actual amount paid back.

The validity period of promotions and offers varies. Check the terms and conditions listed with the promotion for specific details.

Unfortunately, missed promotions cannot be applied retrospectively. We advise you to follow our newsletter to avoid missing any offers.

We use advanced encryption technologies and follow strict data protection protocols to keep your personal information safe and private.

Yes, your payment details are processed securely and not stored on our servers. We use secure payment gateways for all transactions.

We respect your privacy and will not sell or share your personal data with third parties for marketing purposes without your explicit consent.

Our privacy policy, which contains detailed information on how we collect, use and protect your data, is available on our website.

Please contact our customer service if you want your data to be deleted. We will process your request in accordance with applicable laws.

Our website is secured with SSL (Secure Socket Layer) technology, which ensures a secure connection and the protection of your data.

Yes, we inform our customers of important changes to our privacy policy via e-mail or by an announcement on our website.

After deactivating your account, your personal data will be securely stored according to the applicable legal retention periods and then deleted.

You can manage your account settings through your account dashboard on our website, where you can choose what information you share with us.

If you suspect that your account has been compromised, please contact our customer service team immediately. We will assist you in taking the necessary steps to secure your account.