Frequently asked questions (FAQ)

It is of course possible that you have a questions for Vortress. Completely understandable! It could be that your question is with our FAQ section. If it isn’t, no panic! Just get in touch with Vortress’ customer service, in order to receive a proper answer to your question!

Browse F.A.Q. Topics

Account

  • Are all my personal data secure?
    Yes, we can assure you that your personal data is secure. Our website is SSL certified, which gives a secure connection to our website. If want to know more about how we treat your personal data, please check out the PRIVACY POLICY page.
  • Do I need to create an account to place an order?
    Yes, without an account it is not possible to place an order. We will treat your personal information with great care, as explained in detail in our Privacy Policy.
  • I forgot my password, what should I do?
    No need to panic! When you try to log into the portal, you are able to click the 'Lost my password' link. Then, it will only be a matter of filling out your email address, check your mail, and follow the instructions.
  • Am I able to change my account settings?
    Yes you are! In your account, you can easily change your settings. If it is setting a new password, or adjusting your delivery address, it's all done in your personal account.

Contact

  • What are Vortress’ opening hours?
    Vortress is available to call on work days between 09:00 - 18:00 hours. If you have a question after 18:00 hours, do not panic! Via Facebook we will be available till 21:30 hours.
  • What would be the best way to get in contact with Vortress?
    We suggest you send an email to info@vortress.com or leave a message on Facebook. We try to answer all emails within the same day. If you require a direct answer, you should call or WhatsApp your message using phone number +31 6 308 65 301.

Coupons

  • How do I cash in my coupon?
    This is done when you finish your order. In your shopping cart, there is the possibility to enter your coupon code. If you have one, fill it out and press 'Apply Coupon'.

General

  • Do you sell Vortress boxershorts also in stores?
    No, at this very moment we only sell via our webshop. Maybe we will in the near future!
  • What is my perfect fit?
    You do not know which fit wil be the perfect fit for you? Not to worry! Vortress uses two standards in order to find your perfect fit. Check out the SIZE CHART page, to find your perfect fit!
  • I have a complaint, what should I do?
    You can send your complaint to info@vortress.com. We, at Vortress, will deal with your compaint directly and come up with a suitable solution!
  • What would be the best way to get in contact with Vortress?
    We suggest you send an email to info@vortress.com or leave a message on Facebook. We try to answer all emails within the same day. If you require a direct answer, you should call or WhatsApp your message using phone number +31 6 308 65 301.

Parcel

  • I ordered the wrong product, what should I do?
    No need to panic! Contact Vortress as quickly as possible to check the status of your order. If your orders hasn't been processed yet, we can easily adjust it for you!
  • When do I know if you received my order correctly?
    Once we received your order, you will receive an order confirmation. Pretty convenient for the both of us. We can process your order, while you sit, wait and relax!
  • Is it possible to pick up my parcel?
    Yes, of course you can! But why would you, as your parcel will be shipped to you the next day! If you really want to pick up your products, you could get in contact with our Customer Service in order to set a pick up time.

Payment

  • Are all my personal data secure?
    Yes, we can assure you that your personal data is secure. Our website is SSL certified, which gives a secure connection to our website. If want to know more about how we treat your personal data, please check out the PRIVACY POLICY page.
  • Are online payments secure at Vortress?
    Yes, the payment methods that Vortress offers are all secure ways to pay online. For detailed information concerning the payment methods, visit page PAYMENT METHODS.
  • Is your website secure for internet banking?
    Yes it is! When you are finishing your order, our module for secure banking will take you to your personal banking website. This is where you will make your payment. Once the payment is approved, you will be linked back to our site to finish the order.
  • How do I cash in my coupon?
    This is done when you finish your order. In your shopping cart, there is the possibility to enter your coupon code. If you have one, fill it out and press 'Apply Coupon'.
  • Are all prices including VAT?
    Yes, all our prices are including VAT. What you see, is what you pay for!

Product

  • Which fabrics are used to produce the boxershorts?
    The composition of our Vortress boxershorts are 95% cotton & 5% elastane.
  • How do I remain the best quality of my product?
    To remain the best quality of your product, we advice you to tumble wash the products on 30 degrees Celsius, avoid the dryer, and wash with like colours. For a more extended version of our washing instructions, check out our WASHING INSTRUCTIONS page.

Returns

  • Can I return my products?
    Yes you are able to! [explanation to come soon]
  • Who will be paying the shipping costs?
    You will be charged with the shipping costs, when returning a product. In case of exchanging your product for a new one, we will take care of the costs of resending the correct product.
  • I received the wrong product, what should I do?
    This, of course, shouldn't have happened! Unfortunately, it sometimes happens that the wrong product is send out. In that case, get in contact with the Customer Service department at Vortress.com in order to find a suitable solution for this matter.
  • I am not content with my product, what should I do?
    That is of course not our intent! Vortress offers a 30-day return warrant to its customers. The product needs to be returned in its original state. We will check the product. Once it is checked and approved, we will return your money to your account.
  • What are the requirements to return a product?
    The product that you will return, needs to be in its original state. At Vortress we will check this when the product arrives. If the product is not returned in their original state, we cannot return your money.

Shipment

  • Until what time can I place an order?
    If you place your order before 21:00 hours, we will process your order. You will receive your products the day after. Pretty ideal, isn't it!?
  • Does my parcel fit through the mailbox?
    Yes, parcels up to 3 boxershorts will fit through the mailbox. If you order more than 3 boxershorts, we will ship it as a package.
  • Do I pay for shipping?
    Only when you place an order below €30,-, we will charge you with shipping costs €3,95. If you place on order above €30,-, we will pay for the shipping costs.
  • When will I receive my boxershort?
    When you place your order before 21:00 hours, we will process it the same night and ship it to you the next day!
  • Do I get a track & trace code for my parcel?
    For mailbox packages you will not get a track & trace code to track your parcel. It isn't needed, as you don't need to be at home in order to receive your package!If you order will be send out as a bigger package, you will get a track & trace code and you can follow your parcel. 

Warranty

  • I am not content with my product, what should I do?
    That is of course not our intent! Vortress offers a 30-day return warrant to its customers. The product needs to be returned in its original state. We will check the product. Once it is checked and approved, we will return your money to your account.

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