Ordering & payment
How do I place an order?
Choose your size on the product page, add the item to your cart and go to checkout. Many of our used and vintage pieces are one of a kind, so an item is not reserved until the order has been paid.
Do I need an account to place an order?
No. You can check out as a guest. If you prefer, you can create an account during checkout to keep your order history and addresses in one place.
What payment methods are accepted?
iDEAL, credit card (Visa, Mastercard, American Express), PayPal and Klarna (buy now, pay later).
Is buying online safe?
Yes. The whole site runs over an encrypted HTTPS connection, and your payment is handled by the payment provider itself — iDEAL, Klarna, PayPal or the card networks. Your card details are never stored on our own servers.
Can I change or cancel my order?
Send us a message with your order number as soon as you can through the contact form. As long as the parcel has not been handed to the carrier we can usually still change or cancel it. After that, our return policy applies instead.
Shipping & delivery
Where do you ship to?
We ship from Amsterdam to every country in the European Union, and to the USA, Canada and Australia.
How long will delivery take?
The Netherlands 1–2 business days, other EU countries 3–7 business days, and the USA, Canada and Australia 7–14 business days. These are estimates: customs handling and carrier schedules can add time. Full details are on the Shipping Policy page.
How much does shipping cost?
Shipping is calculated at checkout from your destination and the weight of the order. You can see the exact amount by adding items to your cart and entering your country — you do not have to complete the purchase to see it.
Will I have to pay customs duties or import taxes?
Not inside the European Union. Because we ship from Amsterdam, orders delivered within the EU arrive without customs duties or additional taxes. For destinations outside the EU, any import duties, taxes or customs charges levied by your country are the responsibility of the recipient.
How do I track my order?
Your shipping confirmation email contains a tracking number for the carrier. You can also check the status on our Order Tracking page using your order number and the email address you used at checkout.
Returns & exchanges
Can I return an item?
Yes. Contact us within 14 days of receiving your order. New items must be unwashed, with the tags still attached and tried on only. Items that have been hemmed or otherwise customised cannot be returned.
Can I return a used or vintage piece?
Yes, if the size does not work out — provided the piece comes back in the same condition in which you received it.
Who pays for return shipping?
You do — the direct cost of sending the item back is yours. We recommend a tracked service: we cannot take responsibility for parcels lost or damaged on their way back to Amsterdam. If you are an EU consumer exercising your 14-day right of withdrawal, we refund the purchase price including the cost of the cheapest standard delivery we offer.
How do I start a return?
Write to us through the contact form within 14 days of delivery with your order number and the reason for the return. We will reply with the Amsterdam return address. Once the item has arrived and been inspected, we process the refund within 5 business days — including the original standard delivery cost if you have exercised your right of withdrawal. The full text is on the Return and Refund Policy page.
Sizing & fit
How do I know the size is right?
Every product page lists the actual measurements of that specific garment, taken flat. Compare them with a pair of jeans or a jacket you already own and like the fit of, rather than going by the size on the tag. Our Measurement Guide shows how each measurement is taken.
Why don’t your measurements match the size on the label?
Because we measure the garment itself instead of repeating the tag. Japanese sizing also differs from EU and US sizing, and a vintage piece has usually changed shape over its life.
Should I size up for raw denim?
Usually yes. Raw denim is measured before washing and will shrink the first time you wash it.
How much does raw denim shrink?
As a guide: 2–3 cm in the waist, 1–2 cm in the thigh, knee and leg opening, and 5–6 cm in the inseam. One-wash denim has already been shrunk at the factory, so its measurements stay close to what you see on the product page.
Our denim & its care
What condition are used and vintage pieces in?
Every used piece is inspected before it goes online, and its condition is described on the product page. We only list pieces that meet our standards.
What is the difference between raw and one-wash denim?
Raw denim has never been washed after being sewn: it shrinks on the first wash and fades sharply where you move. One-wash denim has been washed once at the mill, so it is pre-shrunk, softer from the start and its measurements stay stable.
How should I wash raw denim the first time?
Turn the jeans inside out and soak them for about 60 minutes — 50–60℃ for a full shrink, or 30–40℃ if you want to keep the fit snug. Tumble drying gives the softest hand and the most shrinkage; drying them indoors on a hanger keeps the crisp raw feel and loses less length. Always wash denim on its own, because indigo transfers. Our First Wash Guide goes through it step by step.
Which brands do you carry?
A small group of independent makers, most of them working in and around Kojima. Each one has its own page under Japanese Denim Brands.
Can you help me choose?
That is what a Jeans Sommelier is for. Tell us what you are looking for through the contact form and we will advise on fit, fabric and how a pair is likely to age.
Still stuck? Write to us through the contact form — we answer every message ourselves.