Frequently Asked Questions
Orders & Products
Can I change or cancel my order?
We always try to process orders as quickly as possible. If you need to change or cancel your order, please contact us as soon as possible. Once your order has been packed or shipped, we may no longer be able to make changes.
What should I do if an item I want is sold out?
Many of our products are produced in limited quantities and can sell out quickly. Keep an eye on our website and social media, or sign up for our newsletter to be the first to hear about restocks and new arrivals.
How often do you receive new products?
We regularly receive new arrivals throughout the season. Some of our favourite brands release new collections and drops at different times, so we recommend checking back regularly or subscribing to our newsletter for updates.
How often do you receive new Ziggy Zaza drops?
Ziggy Zaza is one of our exclusive brands, and we receive new drops regularly throughout the year — usually every 1 to 3 months. These collections are often produced in limited quantities, so popular styles and sizes can sell out quickly.
Want to be first to know? Sign up for our newsletter or follow us on Instagram for new drop announcements and early updates.
Will you restock Ziggy Zaza?
Whenever possible, yes. However, not every item or collection can be restocked. As an exclusive stockist, we regularly receive new Ziggy Zaza styles and drops, so there is always something new to discover.
Do you sell Vintage Levi's?
Yes! Our Vintage Levi's collection features carefully selected one-of-a-kind pieces for babies and children. Each item has its own unique character, wash and details.
Because vintage pieces are one of a kind, once an item is sold, it is usually gone for good.
Will you receive more Vintage Levi's?
Yes, we regularly add new Vintage Levi's pieces to our collection. New drops are released whenever we have sourced and prepared a new selection. As every piece is unique, the collection is constantly changing.
Shipping
Where do you ship to?
La Gentile Store ships internationally. Available shipping options and rates are calculated at checkout based on your delivery address.
When will my order be shipped?
Orders placed before 12:00 on weekdays are generally shipped the same day. Orders placed after this time, during weekends or on public holidays, are processed on the next working day.
During busy periods, sales or new collection launches, processing times may occasionally be slightly longer.
How long does delivery take?
Estimated delivery times depend on your location and selected shipping method:
- The Netherlands & Belgium: approximately 1–2 business days
- Germany: approximately 2–3 business days
- Rest of Europe: approximately 4–8 business days
- International destinations: approximately 8–12 business days
Please note that these are estimated delivery times and may vary due to the carrier, customs or other circumstances beyond our control.
Do you offer free shipping?
Yes. We offer free shipping on orders over €50 within the Netherlands and Belgium.
Do you ship outside Europe?
Yes! We ship internationally. Shipping options and costs are shown at checkout.
Will I receive tracking information?
Yes. Once your order has been shipped, you will receive a shipping confirmation with your tracking information by email.
Will I have to pay customs duties or import taxes?
For deliveries outside the European Union, customs duties, import taxes and other local charges may apply. These costs are the responsibility of the customer and are determined by the destination country.
What happens if my package is delayed?
Once your order has been handed over to the shipping carrier, delivery times are outside of our direct control. If your parcel appears to be delayed, we recommend checking the tracking information first. Of course, if you need help, you are always welcome to contact us.
Returns
Can I return my order?
Yes. We offer a 30-day return period for eligible items.
Sale and promotional items can be returned within 14 days. Items purchased with a discount of 50% or more are eligible for store credit only.
Please make sure returned items are unworn, unused and returned in their original condition and packaging where applicable.
Who pays for return shipping?
Return shipping costs are the responsibility of the customer, unless otherwise required by applicable law or agreed otherwise by La Gentile Store.
How do I return my order?
Returning an item is easy. Simply download and complete the return form, which can be found on our Delivery & Returns page, and include the completed form with your return.
Please make sure your return meets the conditions outlined in our Delivery & Returns policy before sending it back.
Care & Product Information
How should I care for merino wool?
Merino wool does not need to be washed frequently. The fibres are naturally breathable and self-cleaning, so simply airing the item outside is often enough to refresh it.
Always follow the care instructions provided for each individual product.
Are all your products available in limited quantities?
Many of our brands and collections are produced in limited quantities. This is especially true for exclusive drops, seasonal collections and vintage pieces. If you have your eye on something special, we recommend not waiting too long.
Still have a question?
Can't find the answer you're looking for? We're happy to help. Get in touch with us and we'll do our best to answer your question as quickly as possible.
