VIP Stores consists of three high-fashion shops located in the centre of Roermond - VIP Diverso, VIP Roermond & VIP for Kids. Each has its own assortment of designer brands, consisting of clothing, shoes and accessories.
Can I amend / cancel my order?
It is possible to amend / cancel an order, if this is done within 24 hours after the order was placed and provided that the order has not yet been shipped. You can make this amendment / cancellation of your order by phone (+31 (0)475 317 812
) or by e-mail ([email protected]
Where can I find the status of my order?
You can check the status of your order yourself by following the steps below:
1. Choose the option My account
in the left green menu for and log in.
2. Choose the option Orders in the left menu in My account.
3. Click on your order for more information about the status.
Do you not have an account or is the status not clear to you? You can always contact us by phone (+31 (0)475 317 812
), via WhatsApp (+31 (0) 6 27 92 42 62
) or via e-mail ([email protected]
Can I order a sold out item?
Unfortunately, this is not possible. However, we can see if we can offer an alternative for the sold out item. To do this, please contact us by telephone (+31 (0)475 317 812
) or through WhatsApp (+31 (0) 6 27 92 42 62
My ordered item is not in stock, what now?
If one or more items of your order are sold out, we will refund your money to your account. Please note it takes 2 - 4 working days before the money appears on your account, depending on your bank.
How do I know if VIP Diverso has received my order?
After you have ordered, you will receive a confirmation by email within 24 hours if the item is in stock. Have you not received this after 24 hours? Then it is possible that our confirmation is in your junk mail or spam folder. You can also find the status of your order in My Account
How can I enter a discount code?
When paying for your order, you will be given the option of entering the discount code, which will then be automatically applied and deducted from the total amount of the order.
Please note: discount codes can not be used on item(s) that are in the sale.
Can I order and/or use a gift voucher for online purchases?
Unfortunately, it is not possible to order a gift voucher online or to redeem it online with your order. Gift vouchers can only be purchased in-store and can only be used in-store.
What payment methods are available at vipdiverso.com?
The most common online payment method in the Netherlands.
- SEPA transfer
With SEPA, transfers can be made from any European payment account to any other European payment account. SEPA transfers are supported in 34 countries.
The most common online payment method in Belgium.
- SOFORT Banking
Easy online payment method available in Germany, Austria, the Netherlands, Switzerland, Italy, Spain, Belgium and Poland. It works with most consumer banks in these countries.
- KBC payment button
The online payment method for the customers of KBC and CBC, Belgium's largest bank.
- Belfius payment button
The online payment method for customers with a Belfius account, one of the biggest banks in Belgium.
Is it possible to pay with Credit Card / PayPal?
VIP Diverso does not take Credit Card and/or PayPal payments.
Is post-payment or payment in instalments possible?
VIP Diverso doesn't use the option to pay afterwards and/or spread the payment. AfterPay and/or Klarna are no payment methods used by VIP Diverso.
Are the prices mentioned inclusive or exclusive of VAT?
All prices on the website are always including 21% VAT.
Where can I find my invoice?
You can download the invoice of your order(s) by following the steps below:
1. Choose the option My Account
in the left blue menu and log in.
2. Choose the option Orders
in the left menu in My account.
3. Click on the pdf icon next to the relevant order to download the invoice with VAT.
Do you not have an account or is it not clear? You can always contact us by phone (+31 (0)475 317 812
), via WhatsApp (+31 (0) 6 27 92 42 62
) or via e-mail ([email protected]
How long will it take for my payment to be processed?
The processing of a payment depends on the country and/or the payment method. We therefore assume that if you choose to make a SEPA payment, you will process it immediately. This ensures a faster handling. As soon as we receive the money, your order is prepared for shipment.
Please note that it can sometimes take 2 - 3 working days before a payment is processed - depending on the country and/or the payment method.
Is it safe to pay on the vipdiverso.com website?
We use the payment platform Mollie, which is trusted by more than 110,000 companies. For more information click here
What delivery options can I choose?
- VIP Fast service
Receive your order the same day. Place your order before 16:00 and the delivery driver will come to you the same day between 18:00 and 22:00. This only applies to addresses with a radius of 50 km. Please note that the VIP Fast service option is only available from Monday to Friday before 16.00.
Be sure that your item(s) are ready. Order online and collect the package at a later time. To avoid confusion, we prefer to work by appointment. WhatsApp us (+31 (0) 6 27 92 42 62) to schedule a Click&Collect moment in the shop.
With UPS, the delivery driver will make one delivery attempt to the address you provided. If you are not at home, a note will be left in your letterbox. If your package is delivered to a UPS Access Point, it will remain with them for a maximum of 7 days for you to collect.
Note: keep a close eye on the track and trace code. You will receive this via e-mail, with which you can track your package. You can also find the track and trace code of your order in My Account on vipdiverso.com.
This depends, please see the next question
How much are shipping costs?
Within the Netherlands we ship all items from the new collection for free through UPS.
Outside the Netherlands, or during sale, we use the standard rates of UPS:
Netherlands (SALE): 9,90 euro
Belgium: 15,00 euro
Germany: 15,00 euro
France: 17,50 euro
Spain: 25,00 euro
How long will it take to receive my order?
We strive to ship orders within 3 working days after receipt of payment. If for some reason this deviates, you will receive an e-mail about this.
What happens to my order if I am not at home?
The UPS driver will make one delivery attempt to the address you provided. If you are not at home, a note will be left in your letterbox. If your package is delivered to a UPS Access Point, it will remain with them for a maximum of 7 days for you to collect.
Note: keep a close eye on the track and trace code. You will receive this via e-mail, with which you can track your package. You can also find the track and trace code of your order in My Account
Is it possible to track my order?
Once your order has been dispatched, you will receive the track and trace code by e-mail. With this code you can track your order. You can also find the track and trace code of your order in My Account
My package has been delivered, but I have not received anything. What do I do now?
Have you already had a look at the track and trace? With the track and trace code you can see where your package is at this moment. It is possible that it has been delivered to a UPS Access Point.
Do you have any questions about this? You can always contact us by phone (+31 (0)475 317 812
), through WhatsApp (+31 (0) 6 27 92 42 62
) or via e-mail ([email protected]
Can I have my order delivered to another address?
When placing your order, you can fill in the desired delivery address. Note: delivery to a PO Box is not possible.
Can I also collect my order from the shop?
When ordering, choose 'Click&Collect' as the shipping method. To avoid confusion, we prefer to work by appointment. Please WhatsApp us (+31 (0) 6 27 92 42 62
) to schedule a Click&Collect moment in the shop.
Can I have my order delivered to a PO Box?
Parcels can only be delivered to regular addresses, delivery to a PO Box is not possible.
Can someone else collect/accept my parcel?
It is not possible to have someone else to collect or accept the order. This applies to the option VIP Fast Service, Click&Collect and UPS. It is necessary that only the person whose name is on the order picks up the parcel. A valid identification document is required.
Where do I find the return form?
You will receive the return form in the box of your order. Have you accidentally thrown away the return form or do you no longer have it for another reason? Download the return form here
How can I return an order?
It is unfortunate that your order does not meet your requirements and that you want to return it (partially) to us. In order to receive your return, you must follow the steps on the return form within 7 days of receipt. Returns are only accepted if the product is unworn and undamaged. Put the article(s) to be returned in the original packaging or in another cardboard box. Add the enclosed invoice and return form.
Please note: Items on sale with a discount of 60% or more may not be exchanged or returned.
How do I exchange an item?
If you wish to exchange an item, please contact us so we can check whether the desired item is in stock. If it is, please return it according to the explanation above (How can I return an order?).
Within what timeframe do I have to return and/or exchange my order?
To return and/or exchange your order you need to follow the step-by-step plan of the return form within 7 days after receipt of the order.
Can I return and/or exchange an order without a receipt?
It is not possible to return an order without proof of purchase, this can be either a receipt or an invoice. A bank statement does not count as a valid proof of purchase.
What does it cost me to return an order?
The buyer is responsible for the costs and risk of the return shipment. VIP Diverso assumes that the buyer will return the shipment in the same way as it was received - insured and with track and trace code. In this case you can follow the return shipment. Return packages must always be sufficiently stamped, insufficiently stamped return packages are never accepted by VIP Diverso and therefore will not be credited.
Is it possible to return my order in the shop?
To return your order in the shop, you need to bring the item(s) within 7 days of receipt.
Once we have received your package and have approved the return item(s), we will do our best to refund the purchase price to you as quickly as possible. This takes up to 7 days, but is usually faster! You will be refunded the purchase price in the same way you paid it.
Note: Please note that the amount is not always visible on your account within 24 hours, depending on your bank.
To which address can I return my order?
6041 EX Roermond
Attn: Returns department
Can I track my return shipment?
VIP Diverso assumes that the buyer will return the shipment in the same way as it was received - insured and with track and trace code. In this case you can follow the return shipment.
Can I return multiple orders in the same box?
You can return items from different orders in the same box. Put the article(s) to be returned in the original packaging or in another cardboard box. Don’t forget to include all relevant invoices and return forms.
How long do I have warranty?
The statutory warranty applies to all items purchased from VIP Diverso. For some products, there is also a manufacturer's warranty. This warranty does not affect the legal warranty. The warranty period differs per brand and per item.
Please note: We do not provide a guarantee on: special materials (e.g. lacquer, glitter, etc.); noses; zips; discounted articles.
I have a complaint about my item, what do I do now?
We are sorry to hear that your product is faulty.
In order to help you as quickly as possible, please send us an e-mail to: [email protected]
with the following attachments:
1. Describe the complaint / defects exactly.
2. Take photos of the complaint / defects and attach them.
3. Add the proof of purchase, this can either be a receipt or an invoice.
As soon as we have received your e-mail in good order, we will register the article with the relevant brand. We will always report any complaint / defect to the brand.
As soon as we receive a response from the brand we will contact you for a suitable solution. Note: This takes a maximum of 10 working days, but is usually faster!
What is my responsibility as a buyer?
The buyer is responsible for keeping the proof of purchase, this can be either a receipt or an invoice. A bank statement does not count as a valid proof of purchase.