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Frequently asked questions

1. RETURN AND REFUND

1.1 How do I return a product? I have an account with Mom in Balance.

We do everything we can to deliver you a perfect product. If the ordered product nevertheless does not meet your expectations, you can return it within 14 calendar days after receipt of the order.

Log into your Mom in Balance account. Go to my orders in your account and click on 'return articles'. Select the article(s) you want to return. Here you can indicate why you want to send back your product. Now press 'Send' and your return request is sent!

Subsequently, you can return the product at your own expense, to the following address: Mom in Balance, Wagenweg 146, 2012 NK Haarlem

If you cancel the order, we will refund the purchase price (including standard shipping costs) as soon as possible, but no later than 14 days after the cancellation. We can wait with the refund until we have received the products back, or that you have shown that you have returned the products, whichever comes first.

1.2 How do I return a product? I don’t have an account with Mom in Balance.

We do everything we can to deliver you a perfect product. If the ordered product nevertheless does not meet your expectations, you can return it within 14 calendar days after receipt of the order at your own expense, to the following address: Mom in Balance, Wagenweg 146, 2012 NK Haarlem.

Fill in your details on the return form that you received with your order. Put the completed form in your return package. Place the shipping label on your package, frank your package and send it. Make sure that the original barcode is removed from the box and save the shipping receipt for your own administration.

1.3 What are the return conditions?

We will resolve any problem as quickly as possible. If the solution does not meet your expectations, you can cancel the order without additional costs. The amount you have already paid will be refunded to you within 14 working days after the order has been returned. This warranty expires when a. The product has been worn and / or washed, b. you yourself have tried to repair a defect, c. the instructions and / or instructions for use have not been followed.

If you do not wish to purchase a product for any reason, you have the right to return the product within 14 calendar days. Return shipments are only accepted in this case if the packaging of the product is undamaged, the product is not worn and / or washed and is provided with all labels. The return costs are for your own account. Mom in Balance will refund the paid amount directly to your bank account within 14 working days after a product has been returned in good condition.

1.4 When can I expect my refund?

As soon as we have registered your return shipment, we will refund the purchase price. We will do this as soon as possible, but no later than 14 days after the receipt of the return.

We can wait with the refund until we have received the products back, or that you have demonstrated that you have returned the products, whichever comes first.

Below you see the settlement method and duration per payment method. The duration starts from the moment you deliver your order at a delivery point.

Payment method	Settlement method	Duration*
Ideal \| Bancontact \| Maestro \| SofortBank	Bank account	2 weeks
Mastercard \| Visa \| American Express	Creditcard account	With your next credit card statement **

* Normal processing time, except for exceptions.

** With a credit card account the refund can be found on the next monthly overview or on the day of debit.

A description of how to prepare your order for return can be found under How do I return a product?

If you have any questions, please contact our customer service, we are happy to help you.

1.5 Can I exchange a product?

Yes, that's possible! Products can be exchanged by returning the products received and indicating on the Return Form that you want to exchange the product and by indicating for which product you want to exchange it. Look at How do I return a product? to see how you can return a product.

Our customer service will replace the product for you, settle it or place a new order.

1.6 I want to return a part of my order, how can I do that?

Look at How do I return a product? to see how you can return a product.

The overpaid amount will be returned to your account after receipt and check of the return.

If you cancel the purchase, we will refund the purchase price as soon as possible, but no later than 14 days after the cancellation. We can wait with the refund until we have received the products back, or that you have shown that you have returned the products, whichever comes first.

1.7 I have a complaint, what can I do?

We’re sorry to hear that! We always try to provide the best possible service, keep our website up-to-date and deliver products with the best quality. Unfortunately it can happen that you are not satisfied. Please contact our customer service. We will do our utmost best to answer your complaint within 3 working days.

1.8 I have not received a return form, what can I do?

Oops! You can download the return form here. If you're still having difficulties, please contact our customer service. We are happy to help you!

1.9 Can I return a defective product?

We do everything we can to deliver you a perfect product. When a product nevertheless is damaged or defective, you can use your right of withdrawal.

For this we kindly ask you to do the following:

Make a clear and complete description of how the damage or the defect has occurred.
Take 3 to 4 photos that prove the damage or the defect. The damage or the defect must be clearly visible on at least one photo. In addition, the complete product, once with front and once with back, must be photographed.
You can send the photos to [email protected]. Keep in mind that your email, including photos, does not exceed 25 MB. We therefore recommend that you send your photos as a JPEG file.
After receiving the photos, your request will be processed as soon as possible. You will receive a message within a few days about the further processing of your request.

Do you want to order a replacement product? More information about this can be found under Can I exchange a product.

You are always entitled to the legal warranty. That means that a product is or must do what you can reasonably expect from it. If this is not the case, please contact us.

You can return multiple orders in one package.

1.10 What’s my warranty on the products that I purchase from Mom in Balance?

We do everything we can to deliver you a perfect product. If the ordered product nevertheless does not meet your expectations, you can return it within 14 calendar days after receipt of the order.

In addition, you always have the legal right to guarantee. That means that a product is or must do what you can reasonably expect from it. If this is not the case, please contact our customer service, we are happy to help you.

1.11 Are all defects covered by the warranty?

We do everything we can to deliver you a perfect product. If the product nevertheless is defective due to normal wear and tear, unfortunately we can not reimburse this. Complaints for which we can not offer compensation are:

Defects caused by incorrect or intensive use
Excessive perspiration
Passing colour or discoloration of clothing
Clothing that peels
Defects caused by washing or drying
Defects caused by external influences, for example friction, sharp objects or chemicals
Defects in water and wind tightness of clothing, unless strictly stated in the product description in our webshop
Products that cause physical discomfort because of the fit, such as sweating or blistering.

1.12 Can I track my returns?

When you deliver your return at a PostNL point, you will receive a PostNL Track & Trace code that allows you to track your shipment on the PostNL website.

When we subsequently receive and process your return, you will receive the money back into your account as soon as possible, but no later than 14 days.

If you have not received any money back from us two weeks after returning your order, please contact our customer service, we are happy to help you.

1.13 What is right to withdrawal?

According to the law, we are obliged to include the following text on our webpage. Although the text may be a little confusing, we want to assure you that this text does not affect our return policy: you still have 100 days to return your order. Additional requirements apply to an appeal to this extra scheme. You can read this here:

Right to withdraw

You have the right to withdraw your purchase agreement within 14 days without giving any reason.

The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, physically receive the good.

In order to exercise the right to withdraw, you must inform us by means of an unambiguous statement (for example, in writing, by post, fax or e-mail) that the agreement will be withdrawn. You can use the template for withdrawal (PDF), but you are not obliged to do so.

In order to comply with the withdrawal period, it is sufficient to send your communication regarding your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of the withdrawal

If you withdraw the contract, you will receive all payments you have made up to that moment, including delivery costs (with the exception of any additional costs resulting from your choice for a different method of delivery than the cheapest standard delivery that we offer). in any case not later than 14 days after we have been informed of your decision to withdraw from the contract, from us back. If you only return part of your order, the costs for delivery will not be refunded. We will pay you back with the same payment method with which you made the original transaction, unless you have expressly agreed otherwise; in any case, you will not be charged for such reimbursement. We may wait with reimbursement until we have received the goods back, or you have shown that you have returned the goods, whichever comes first.

You must return or hand over the goods to us without delay, but in any case no later than 14 days after the day on which you notify us of the decision to cancel the agreement. You are on time if you return the goods before the 14-day period has expired.

The direct costs of returning the goods are for your account.

You are only liable for the depreciation of the goods resulting from the use of the goods, which goes beyond what is necessary to determine the nature, characteristics and functioning of the goods.

2. ORDERING

2.1 What is the delivery time?

We ship all orders that are made on working days before 17:00 and after receiving the payment via our courier service Frama on the same day to the indicated delivery address. If we deviate from this for particular reasons, you will receive a message via e-mail. However, in principle, an order will always be sent within 4 working days after receipt of the payment. We send all packages through Frama.

If you have not received the confirmation e-mail, it may be that these are being blocked by the spam filter of your e-mail program. We advise you to check your spam filter settings and adjust them if necessary. If you can not solve it, please contact our customer service, we are happy to help you.

2.2 Am I entitled to compensation if the product is delivered later?

In the unlikely event that we exceed the agreed delivery times, you will not be entitled to compensation, dissolution of the agreement, or non-fulfillment of any obligation that may arise from this or from any other related agreement.

2.3 I have not received a confirmation email, what can I do?

If you have not received the confirmation e-mail, it may be that this is being blocked by the spam filter of your e-mail program. We advise you to check your spam filter settings and adjust them if necessary. If you can not solve it, please contact our customer service, we are happy to help you.

2.4 How can I cancel my order?

Have you ordered the wrong product or do you want to cancel your order alltogether? Not an issue! As long as your order has not been shipped, you can cancel your order.

Please contact our customer service, we are happy to help you.

2.5 How can I order a product?

To place an order at Mom in Balance, complete the following steps:

Search for the product you want to order. More information about searching for products and filtering the search results can be found under How do I search for producs?
Once you have selected a product, you can select the right size and click the "Add to cart" button. Your product will now be placed in your shopping cart.
If you have collected all your products you can go to your shopping cart.

4a. If you have a discount code, you can insert that here and press 'Proceed to check-out'.

4b. If you don’t have a discount code, you can press 'Proceed to check-out'.

You can now log into your account or proceed as a Guest.
You can now fill in your details if your proceding as a Guest or check your existing information if you have an account.
Next you can choose the shipping method, which is a. pick up in Store or b. shipping costs.
Next step is selecting your desired payment method. More information about the different payment methods can be found under Which payment methods at offered at Mom in Balance?.
Subsequently, check all the information in the confirmation screen.
To place your order you must first accept the 'General Terms and Conditions. Then click on ‘Buy’.
You will be redirected to the payment method you chose.
After your order has been paid, your order has been placed!

We do our utmost best to keep the website as up to date as possible, but it can happen that a product is no longer available. In this case, we will contact you as soon as possible.

2.6 How can I place a product in my shopping cart?

You place a product in your shopping cart by selecting the desired size on a product page and then clicking 'Add to cart’.

2.7 Can I reserve products?

Unfortunately, it is not possible to reserve products for a certain period of time. Products on the website remain available to everyone, even if you have placed them in the shopping cart or if they are on your wish list. It is therefore possible that a product disappears from your shopping cart during shopping, because someone else has bought the product at that moment. If you want to be certain of your purchase, we advise you to order the product directly.

2.8 How do I search for products?

There are various ways on our website to find the product you are looking for. With the search bar at the top of the site you can search specifically by typing in your search. Simply enter the desired term and all relevant search results will be displayed. With the search bar you can search for example 'pregnancy shirt', 'legging' or 'book'.

Another way to search is to browse through the different categories. First select the desired category in the navigation on the left on the homepage of the website, for example 'Sportswear Pregnant' or 'Books'.

The products can therefore be sorted according to a number of specifications. You can find this under the category on the right. The specifications are:

Popularity (the most sold products are shown first)
Newest products (the newest products are shown first)
Lowest price
Highest price
Name ascending
Name descending

2.9 How can I sort products?

To easier find the product you are looking for, you can sort the displayed products. You can sort our products on a number of specifications:

Popularity (the most sold products are shown first)
Newest products (the newest products are shown first)
Lowest price
Highest price
Name ascending
Name descending

3. SHIPPING & DELIVERY

3.1 What is the delivery time?

3.2 I miss one or more products with your order, what can I do?

In the event that you have ordered one or more products, but have not received these products, then please contact our customer service, we are happy to help you.

3.3 I received a wrong product, what can I do?

It may happen that we have accidentally sent a product with the wrong size or color to you. Sorry for the inconvenience! You can request a replacement product via the return form. The customer service department can replace products for you, set off or place a new order for you.

3.4 How does the shipping process work?

The shipping process of Mom in Balance is done via the following steps:

Your order will be sorted in our store in Haarlem.
Your order will be given to our courier service.
Your order will then be sorted by the courier service based on the postal codes.
Your order will be delivered by the courier service to the delivery address specified by you.

3.5 Can I determine when and where my order is delivered?

Unfortunately, it is currently not yet possible to determine the delivery time of your order. We are working hard to offer you this opportunity in the future.

You can determine where your package is delivered.

3.6 What happens to my order when I am not at home?

Most of our products fit through the mailbox, so you do not have to stay at home. However, if you order multiple products, this will not fit through the mailbox. If the package does not fit through the mailbox and if your are not at home when we come to deliver your package, or if missed the deliverer, please check the following:

Not at home at the first delivery attempt
The deliveryman will try to hand over your package to the neighbors. If this does not work, the deliverer will leave a card and he will visit you again on the next delivery day (Monday to Saturday).

Not at home with a second delivery attempt
If you are not a home the next day, the deliverer will leave another ticket with you. The card will detail where you can pick up your package.

3.7 Is it possible to deliver abroad?

Yes, besides the Netherlands, we ship to the following countries:

Austria
Belgium
Germany
France
Japan
Luxembourgh
Norway
Singapore
United States
Sweden
Switzerland

3.8 Is it possible to deliver to a PO Box?

Most products fit through the mailbox, so this is possible. However, if you order multiple products, this will not fit through the mailbox and then it won’t work.

If you are not sure about it, please contact our customer service, we are happy to help you.

3.9 Which size should I order?

You can keep your own size for our clothes. Because of the elastic material, the clothing forms around your body. Need help? Check the size chart below.

Sportswear

Size	Borstomvang (cm)	Heupomvang (cm)
S/M (34/36/38)	83-97	91-105
L/XL (38/40/42	98-114	106-120

Maternity sportswear

SIZES	EU	UK	CM	INCHES
S	36-38	8-10	88-98	34-38
M	40-44	12-16	94-106	36-42
L	46-48	18-20	100-112	40-44
XL	50-52	22-24	108-118	42-46

4. DISCOUNT CODES

4.1 What are the conditions for discount codes?

The following conditions apply to the use of a discount code:

One per order
May not apply to discounted products
Possibly bound to certain categories, products, or actions
Limited validity
Possibly linked to a minimum and / or maximum order value
Subsequent settlement and payment in cash is NOT possible

Note: Unfortunately it is not possible to settle a discount code after placing an order. However, you can use the discount code with your next order. The customer service can not help you with this.

4.2 How can I use a discount code?

You can enter a discount code in your shopping cart: under step 4a, in the 'discount code' box. Please note that each discount code has specific conditions that the order must meet before the discount on the order is settled. These conditions are stated with the discount code.

After filling in the discount code, a notification will appear that the promotion code has been successfully processed or will be indicated to which the order must comply in order to qualify for the promotion.

If the discount code has been processed, the discount amount will be settled with the total price. The discount amount is also shown separately.

Do you want to delete the discount code? Then click on the cross after the discount code.

4.3 My discount code does not work, what can I do?

If your discount code does not work, please contact our customer service, we are happy to help you.

4.4 I forgot to use my discount code, what can I do?

Unfortunately it is not possible to settle a discount code after placing an order. However, you can use the discount code with your next order. The customer service can not help you with this.

5. PAYMENT

5.1 Can I pay on account?

No you can not. We have chosen not to offer payment on account. You can use one of the other payment methods that we offer.

5.2 What is SEPA?

Due to new European regulations you can no longer use current Dutch payment standards for euro transfers and direct debits from 1 February 2014. There is then one common European payment market: Single Euro Payments Area (SEPA). SEPA no longer distinguishes between domestic and cross-border euro payments within Europe. You should from now on always use the IBAN and BIC.

5.3 Are all prices including VAT?

The prices quoted for the products are in Euro's and all including VAT.

5.4 Do I have to pay shipping costs?

Yes, we charge a fixed amount per order for transport including insurance. The amount depends on the country of shipping.

Moreover, for orders within the Netherlands over € 75, we do not charge shipping. Unfortunately, this is not possible for countries other than the Netherlands.

After placing your order you will immediately receive a confirmation by e-mail detailing the total costs, including shipping, stated. Payment can be made by credit card (Mastercard and Visa) or iDEAL, but after agreement of the payment mediator. No additional costs are charged for these online payments.

5.5 Which payment methods at offered at Mom in Balance?

At Mom in Balance you have a choice of different payment methods:

Pay with iDEAL
Pay with Credit Card

5.6 How can I pay with iDEAL?

With iDEAL you will be redirected to the payment environment of your bank during the payment process. You have the option to pay by iDEAL if you use internet banking at ABN AMRO, ASN Bank, Friesland Bank, ING, Rabobank, SNS Bank, SNS Regio Bank, Van Lanschot Bankiers and Triodos Bank. With this method of payment your payment will be directly debited from your account. To pay with iDEAL you go through the following steps from the point where you choose your payment method:

Select your bank
Click on 'Next', this will take you to the 'Check and send order' page.
After you click on 'Confirm and continue to iDEAL' you will receive an order confirmation from us by e-mail
You will be redirected to the payment environment of your bank
Finish your payment here
Do not forget to return to the Mom in Balance site after your payment. Your order will be completed here and you will see a confirmation of your payment

5.7 What are Mom in Balance’s bank details?

Beneficiary: Mom in Balance B.V.
IBAN: NL23RABO01139044582
BIC: RABONL24
Account number: 13.90.44.582
Bank: Rabobank

5.8 How can I pay with credit card?

With us you can pay easily and safely with a credit card. We accept MasterCard, Visa and American Express. To pay with credit card you go through the following steps from the point where you choose your payment method:

Select your type of card and enter your card details
Click on 'Next', this will take you to the 'Check and send order' page.
After you click on 'Submit order' you will receive an order confirmation from us by e-mail
In some cases you will be redirected to the payment environment of your bank where you pay with your card reader
After completing the payment you will be redirected to the Mom in Balance website where you will see a confirmation of the payment

Your credit card details are encrypted via the SSL method. Because of this high security standard, buying with a credit card at Mom in Balance is very safe. More information about safety when paying at Mom in Balance can be found here.

After your first purchase with your credit card, your credit card details are stored in a secure environment so that you do not have to re-enter them for each order.

5.9 Can I pay with a foreign credit card?

If you pay with a foreign credit card, Zalando reserves the right to complete your transaction via 3D-Secure or 3DS. 3D-Secure is an extra security for online payments via Visa and MasterCard, or via your BNP Paribas Fortis bank card. Note: It is possible that you will not be redirected to 3DS, then it will not be possible to pay with a foreign credit card.

5.10 How long does it take to process the payment?

Your payment is processed almost immediately when payment is done via iDEAL and credit card; however, when you have paid with credit card, your account will credited later than when you pay via iDEAL.