Orders & Payment
How can I confirm ontour has received my order?
When you've completed your order, you will receive an automatically generated order confirmation by e-mail. Other updates regarding your order will also be communicated by e-mail. So, make sure we have your correct e-mail address. If you created an account, then you can also find your order on your account page.
How can I cancel or change my order?
We can't cancel or change placed orders because it will be automatically processed in our system. After you've received your order, it's possible to return the items for free.
The online shop is missing one size, is it still possible to order it?
Our online shop shows the complete assortment available. When we receive new stock, all items should be visible in our webshop immediately. Unfortunately, we can't deliver products that aren't currently available in our webshop. It's possible that these items are available at our ontour stores. For more information about their stock please contact our Customer Service.
Help with ordering
In case you're unable to complete your order or when you encounter uncertainties you can contact our Customer Service during office hours. We can assist you with the placing of your order. Note that we can't order products which aren't available in the webshop. We can help you find the desired item(s) at our ontour stores.
What payment methods do you accept?
You can pay your order with iDeal, Credit Card (VISA and Mastercard), Paypal. In the Netherlands we also accept payments with a Pay Later system (processed by Klarna).
How do I know if my payment was succesful?
Once the order is completed you'll receive an order confirmation to the email address you've provided. If you have problems with completing your payment, please contact our Customer Service. We'll do our best to resolve the issue quickly.
I got an email from Klarna. What now?
If you selected the payment option ‘Pay Later' at checkout, you will receive a separate invoice and email from Klarna (the company that helps us with processing “pay-later" orders). You pay Klarna directly for your order. Please follow the instructions in this email to complete the payment of your order.
Is it safe to order online?
How about my privacy?