FAQ

Below the answers to some of our most frequently asked questions.
Products

Tell me more! Where can I find information about a product?
Simply click on the Catwalk Junkie style that interests you to find all the product details like style notes, materials and fit. Our size guide helps you to find the best size for you. If this doesn’t entirely answer your question(s), please send an email to catwalkjunkie@uspfashion.com

I’m totally in love with a style that I’ve seen online, but now I can’t find it anymore. Will it be restocked?

We rarely restock products, but in some cases we can try to find a Catwalk Junkie style for you at other selling points. Please send an email to catwalkjunkie@uspfashion.com with a description or picture of the Catwalk Junkie style you wish to have in your wardrobe as well as the preferred size and color. We will let you know what the possibilities are for the style(s) you are craving.

My wardrobe needs a refresh. When will the new collection arrive?
Sooner than you think! A brand new Catwalk Junkie collection drops almost every month, so check back every once in a while. We also recommend to sign up for our newsletter and to follow us at Facebook and Instagram to stay informed about new collections and our latest essential pieces.

Account

I forgot my password or for some reason it doesn’t work. Now what?

Changing your password is super easy. Just click on ‘sign in’ and select 'forgotten’. Enter your email address and your new password will be emailed to you. It can be changed at any time by logging into your account. 

Can I change my address?

Absolutely! You can update your invoice and/or delivery address directly from your personal Catwalk Junkie Account. But keep in mind that this does not affect orders that already have been processed and/or shipped. 

Payment

I’m having payment problems.

Some things take time. Please try again in a few minutes or select a different payment method. Still not working? Please contact us at catwalkjunkie@uspfashion.com.

Is it safe to order online?

We take your privacy seriously. All payments at www.catwalkjunkie.com are done within the secured payment environment of Mollie. Mollie complies with the Dutch Data Protection Act and does not share details from customers to third parties. More info at Privacy Policy. 

Do the prices include VAT?

Yes, all prices include 21% VAT.

Which currency do you use?

All articles are in EUROS.

When will I be charged?

Once you confirmed your order you will be guided to the Buckaroo payment environment. Please note that your order can’t be completed without a succeeded payment. If you leave your order without paying you will receive an email gently reminding you to complete your order. Please note that unpaid items in your shopping back are not reserved for you.

Orders

Do I really need an account to order online?

Not really. You can totally shop at Catwalk Junkie without creating an account. However, we do recommend you to create one if you would like to fully benefit from our online shopping experience. With an account ordering will be much quicker next time, you can check your order history, save your wishlist and so on. 

Whoops, I made a mistake. Can I change or cancel my order?

Once your order has been confirmed you can unfortunately no longer change it. Our warehouse immediately processes your order to make sure it ships as quickly as possible (so you don’t have to wait too long for your ordered Catwalk Junkie styles). If you need to cancel your order, please contact us right away so we can look into its status. Only if it has not been processed yet we can cancel the order for you. Of course you also have the option to return your order once you have received it. 

I had a change of heart. Can I cancel my order?

Once your order has been confirmed you can unfortunately no longer change it. Our warehouse immediately processes your order to make sure it ships as quickly as possible (so you don’t have to wait too long for your ordered Catwalk Junkie styles). If you need to cancel your order, please contact us right away so we can look into its status. Only if it has not been processed yet we can cancel the order for you. Of course you also have the option to return your order once you have received it. 

Can I return my order?

Yes you can! Of course we hope you like your newest Catwalk Junkie staple as much as we do. In case you aren’t completely satisfied with what you ordered you are welcome to return it for a refund within 30 days from the date of dispatch. Check here for more details on returning. 

* Please note: Due to COVID-19 we have extended our exchange and return period temporarily to 60 days. This means that we accept returns within 60 days from the day of dispatch. Returned items must be in their original condition including their tags and must be unwashed, unworn and unaltered in any way. 

How can I return my order from within the Netherlands?

Returns from the Netherlands are free! To return your order simply follow the instructions below:

1. Place the item you wish to return in the original packaging. Make sure it’s unused with all the tags still attached.

2. Fill out the returns form that is included in your parcel and add the completed form to the package. 

3. Please take the pre-paid DHL returns shipping label that was sent with your order and paste it over the old delivery shipping label on your parcel. Take the parcel to a DHL service point. Click here to find one near you.  

It’s also possible to choose a different shipping company than DHL (but we won’t cover these return costs). If you intend to do this, make sure you ship your parcel directly to the following address (this is the address stated on your returns form):

USP Fashion / Triple A Logistics

Industrieweg 2-4

1775 PV Middenmeer

4. You are responsible for returning any item(s), so please always ask for a proof of shipment or a receipt with tracking number and keep it with you until we have processed your return. 

5. Once we have received your return we will process it as soon as possible. Please note this can take up to 14 business days. 

 

How can I return my order from outside the Netherlands?

Returns from outside The Netherlands are at your own expense, however, if you chose PayPal as a payment method, you can request PayPal to refund the return shipping costs. Please note that this a service from PayPal and not from Catwalk Junkie. Find out more about the terms & conditions of this service here.

To return your order simply follow the instructions below:

1. Place the item you wish to return in the original packaging. Make sure it’s unused with all the tags still attached.

2. Fill out the returns form that is included in your parcel and add the completed form to the package. 

3. Drop off your parcel at a postal service of your choice. Make sure you ship* your return directly to the following address (this is the address stated on your returns form):

USP Fashion / Triple A Logistics

Industrieweg 2-4

1775 PV Middenmeer

The Netherlands

4. You are responsible for returning any item(s), so always ask for a proof of shipment or a receipt with tracking number and keep it with you until we have processed your return. 

5. Once we have received your return we will process it as soon as possible. Please note this can take up to 14 business days. 

* Please note if you're based outside the EU you will need to provide correct documents with your return shipment. In case of importing duties paid by USP Fashion, this amount will be subtracted from the return amount.

 

I need a smaller size. Can I exchange an item?

Items can only be returned for a refund. It is not possible to directly exchange your order. If you wish to try a different size, color or style, simply return your items for a refund and place a new order on our website. 

I have received a faulty item. What should I do?

Oh no! We are very sorry about the mix up on our part. We work very hard to make sure only the best quality ends up in your wardrobe, so if you believe there is a fault with an item you have received, please contact us straight away before returning your faulty our damaged item(s). We want to make sure we can resolve this as quickly as possible. 

Delivery & Shipment

When will my order be shipped?

Orders before 3 p.m. on a business day and we will ship your Catwalk Junkie treasure the same day from our warehouse. Orders placed after 3 p.m. will generally be processed the next business day. 

* Please note: Due to COVID-19 the delivery of your order may exceptionally be delayed by a few days. We are doing our very best to make sure you’ll receive your order as quickly as possible. We apologies for the inconvenience this may cause and ask for your patience ♡

How long will it take to receive my order?

Order before 3 p.m. on a business day and we will ship your Catwalk Junkie treasure the same day from our warehouse near Amsterdam. Orders placed after 3 p.m. will be processed the next business day.

Please find the shipping times and methods for each destination below: 

Destination // Courier // Shipping time

THE NETHERLANDS // DHL or BUDBEE // 1-2 BUSINESS DAYS

BELGIUM & GERMANY // DHL // 1-3 BUSINESS DAYS

REST OF EUROPE // B2C EUROPE // local couriers 5-12 BUSINESS DAYS

OUTSIDE EUROPE // B2C EUROPE // local couriers 5 - 12 BUSINESS DAYS

• Worldwide shipping costs: 4,95 euro for orders under €75 

The best things in life are worth waiting for. Although shipping times vary between destinations, we will do our very best to make sure your order ships as quickly as possible.

Orders will be processed and shipped Monday through Friday. Our warehouse is closed on weekends or public holidays. Please keep this in mind when waiting for your favorite Catwalk Junkie styles to arrive.

* Please note: Due to COVID-19 the delivery of your order may exceptionally be delayed by a few days. We are doing our very best to make sure you’ll receive your order as quickly as possible. We apologies for the inconvenience this may cause and ask for your patience ♡

What’s my order status?

The wait is almost over! Check your account to see the current status of your most recent order. Or use the track and trace code in the shipment confirmation email you receive once your order has been shipped. 

Contact

How do I contact customer service?








I have a complaint about Catwalk Junkie or something I bought.


Oh no! We are very sorry to hear you have a complaint and we're here to help you in every way possible. Please email us at catwalkjunkie@uspfashion.com. Will get back to you asap. 

English