Frequently Asked Questions

Hi, we hope you will find your answer here :) 
Otherwise you can send us an e-mail and ask your question:
info@ensemble.amsterdam

FAQs

Where are you based?
ENSEMBLE is based in The Netherlands, Amsterdam. However our atelier is located in Ridderkerk.

I want to contact you. How can I get to you?
No worries! We are directly contactable through our chat or at info@ensemble.amsterdam 

I emailed customer service, how long will it take them to respond?
For email, expect a response within 24-48 hours from our representatives. Our representatives are available Monday till Friday. 

Will you restock sold out items? 
Some items are restocked every now and then. However, some of our items are very exclusive and may not be restocked after being sold out. We advise you to keep an eye on our social media pages and sign up for the newsletter to receive notifications about these restocks.

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How do I order at ensemble?
When you have made your selection, choose your size and click on "add to cart". Once you are ready to complete your purchase, visit your shopping bag at the top right-hand corner of your screen and click on "Proceed to checkout" to be led through the checkout process.

How do I choose sizes? 
Each garment has a product sheet that indicates the different measurements per size. This will guide you in choosing the size you need.

How will I know my order has been successful?
Once you have placed an order you will shortly receive a confirmation email. Don't forget to check your Junk/Spam folder. If you have not received your confirmation email please send us an e-mail info@ensemble.amsterdam

How do I cancel my order?
If you wish to cancel your order, please send an email to info@ensemble.amsterdam as soon as possible. We will make every effort to accomodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled. If however your order has been dispatched you will need to return the order to us at your own expense.

Where do I track my order?
Once your payment is finalized and your order has been processed, you will receive automatically information about your order. 

What do I do when there is an item missing from my order?
Please check the order in your mail to ensure there are no items missing from the list.
 If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email should an item you've purchased is out of stock. If you haven't received an email notification about any changes to your order, but you're still missing an item, please contact us (info@ensemble.amsterdam) immediately with the following information: 

- Order Number 
- Missing Item(s)  

Our support team will investigate the matter and will resolve the issue for you as quickly as possible.

Which countries do you ship to? 
We offer shipping to all countries world wide.  

How long will it take to receive my order?
We work with the following shipping times:

- Netherlands 2-6 business days 
- EU 3-7 business days 
- UK 3-6 business days 
- USA/Canada 5-12 business days 
- Australia/ New Zealand 6-12 business days 
- All other countries 5-12 days

I have not received my order, where is it?
Why I have not received my order within the estimated time?

Please check the following before contacting our customer service team:
 
- Check you have received an email confirming your order has been dispatched. 

- Check the tracking information that is included in your dispatch confirmation email using the relevant link. 

- Check for emails, phone calls and attempted delivery cards from one of couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery. 

- Check nobody at your address has taken the delivery on your behalf.
 
- Although our couriers should not leave your parcel with a neighbour its always worth checking with your neighbour just in case.


You didn't find your parcel? Please contact your local courier first and check if they know where your order is (they know more than we do most of the times ;). If that doesn't work out you can always contact us by sending us an e-mail info@ensemble.amsterdam with your order number and we’ll do our best to resolve the issue as quickly as possible. 

Do I have to pay some duties or taxes?
International shipments may be subject to duties and taxes depending on the item being shipped and the countries of the sending and receiving parties. Payment for all duties and taxes are the responsibility of the buyer or receiving party at the time of delivery.

Hey my garment has arrived damaged, what now?
Oh no :'( Please contact us a tinfo@ensemble.amsterdam and we will immediately resolve your issues.  

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What are the return conditions?
Our return guarantee entitles you to return the product for any reason. You have the right to open the package and check the contents but the product must be returned unused to us within 14 days after you received it. All original packaging, price labels etc. shall be returned with the product without having been tampered with. 

I want to return something. What should I do?
Just don’t worry. That’s our motto. Please send us an e-mail (click here), and we will send you all the information you need to proceed with the return of the goods. As soon as we receive your return, we will make sure to handle your return/refund request within 5 business days.We have free returns with Paypal. Didn’t pay with paypal? Then you are responsible for the return costs.

How soon will I get my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 14 days after receiving. 

Can I cancel or change my order?
If you wish to cancel your order, please send an email to info@ensemble.amsterdam as soon as possible. We will make every effort to accomodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled. If however your order has been dispatched you will need to return the order to us at your own expense.

I have placed an order during the sale.Can I return my order?
All orders placed during sale or discount are final and are therefore not possible to be returned. 

I am missing an item in my received order. What now?
Please check the order in your mail to ensure there are no items missing from the list.
 If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email should an item you've purchased is out of stock. If you haven't received an email notification about any changes to your order, but you're still missing an item, please contact us (info@ensemble.amsterdam) immediately with the following information: 
- Order Number 
- Missing Item(s) 

Our support team will investigate the matter and will resolve the issue for you as quickly as possible.

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What payment methods do you accept?
We accept secure payment through Paypal, IDEAL, Stripe, Bancontact, Klarna, Giropay and accept all major credit and debit cards through our secure payment gateway. 

What about Western Union or bank transfers?
Sorry, we don’t accept Western Union or bank transfers.

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How does ENSEMBLE support sustainability fashion? 
From ENSEMBLE beginnings in 2021, our mission has been to create garments and products of the highest possible quality at the most sustainable level.

We integrate sustainability into everything we do. Every day we make deliberate, conscious decisions about who we work with, how we work and what materials we choose to use.

We publish more detailed information in our sustainability page click here.

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Where are ENSEMBLE products made?
Just over 99% of our total production comes from Bangladesh – 99.17% in fact – and we’re very proud of this. Our involvement in the textile industry there has contributed not only to the country’s economic prosperity, but also to the social advancement of its workers.

At present, we choose to work with only five partner factories in Bangladesh, and one in China.

This focus ensures that we can build supportive, long-term and collaborative relationships with each of our partners.

You can find more information under ‘Sustainability’ on our website.

ARE OUR PRODUCTS CERTIFIED? 
All ENSEMBLE a products are certified, and the type of certification depends on the fabric composition. 

- Global Organic Textile Standard (GOTS):
This standard applies to all products that are made with minimum 95% organic cotton. GOTS has recently recognised recycled polyester as a sustainable fibre, so our sweatshirts with 15% recycled polyester are now also GOTS certified. 

- Global Recycled Standard (GRS):
This standard applies to all products that are made with recycled fibres, whether recycled cotton or recycled polyester. 

- Organic Content Standard (OCS)
Blend: This standard applies to products that are made with fibre blends where organic cotton makes up less than 70% of the total composition, e.g. cotton/Tencel®, cotton/Modal®, Sherpa-lined styles.

- OEKO-TEX:
This standard guarantees that textiles do not contain harmful chemicals. All our products are OEKO-TEX certified.

- PETA:
ENSEMBLE only work with a supplier who is a PETA-Approved Vegan company, as we do not use any animal-derived components in our production. All our products are PETA-certified.You can find more information under ‘Sustainability’ on our website.  

How should I care for ENSEMBLE products? 
All our products comply with textile industry standards and requirements in terms of their physical, and chemical properties, as well as durability and lifespan. Washing instructions are indicated on the label of each product and you can find it on each product page under the tab:

Care Instructions
Most should be washed at 30°C and line-dried (i.e. not in a tumble drier). As well as helping to protect the environment, following these care instructions will help to ensure the longest life possible for the products.

Why can I choose between a BLANK product and with ENSEMBLE logo embroidery?
We hesitated whether we should offer the blank products on the website. But we have chosen to do so. We hope that this will appeal to an even larger target group. Because the more people choose ENSEMBLE, the more we save the earth, the environment and people.

We would love it if more people chose the ENSEMBLE embroidery so that other people can recognise our products and perhaps also switch to sustainable clothing.

But hey, sometimes you just want a blank product, we totally understand that. 

What is the color Natural Raw exactly?
No dyeing is involved in our Natural Raw which means fewer chemicals, less water and less energy. No dying giving it a beautifully pure effect. Textured with tiny specs of the original cotton plant, including seed particles, it shows the true colour and essence of cotton. Which we think is very cool, beautiful and super sustainable. 

Oh no I can't find the color that I have seen on your website last week?
We at ENSEMBLE work with different seasonal collections and the collections have seasonal colors. It is possible that we only have certain colors in our collection for one season. Some colors stay for a while and some colors go. This way we keep up with the trends and we like to renew our collections for you.

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