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Frequently Asked Questions

Pre-order items

Why pre-order?

We want to create stunning, high-quality handmade lingerie that lasts. We also want to do good for people and the planet, generating as little waste as possible. The best way for us to do this is for you to tell us what you want before we make it, plus we are able to offer you a discount. Better for you, for us, and our planet.


When will I receive my pre-order item?

Once we receive enough orders to close the preorder window (you will be notified when this occurs!), we will need six weeks to create your handmade garment and then will need 1-2 weeks for shipping depending on where you are, so you can expect to receive your garment between two and three months after you place your order. These delivery times are estimated but we will keep you updated via email every step of the way!


How does payment work?

When you place a pre-order, Arí van Twillert requests a €29 deposit. You will receive a payment request (the “Request”) by email for the remaining amount due for your order (the “Remainder”) once the garment goes into production (an estimated 5-6 weeks before you receive your items). The Remainder must be remitted within 5 days from the date of the Request.


What if my pre-order garment doesn’t fit?

Be sure to check out our size chart before you place your order. Not sure about your size? You are very welcome to drop by and fit our lingerie. If you don’t live near our atelier in Rotterdam, we can advise you through email. Of course, if your garment doesn’t fit, we will accept returns (within the EU only) and exchanges on unworn pieces within 14 days of receipt. 


Can I request a refund or exchange? Will my deposit be refunded as well? 

You can request a refund or exchange within 14 days from the date you receive your order. If you request a refund after receiving your order, your pre-order deposit will be refunded along with your entire order amount (excluding countries outside of the EU which are exchange-only). In the event that Arí van Twillert is unable to deliver a pre-order item, your deposit will be refunded within 30 days from the date you are notified.

Bespoke/Custom fit items

How is my privacy guaranteed? Is it possible to have a signed confidentiality agreement?

We have strict policies on keeping all our client information highly secret and we are happy to sign any confidentiality agreements if you would like us to provide you an extra feeling of security. We can also provide you with an agreement for this purpose if you require.


How is my data kept secure?

Your scan is kept on a computer that does not have access to the internet to prevent any risk of hacking and we uphold the highest standards of data handling for maximum security. If you have any security concerns or special requirements please let us know.


How much is a bespoke or custom fit lingerie set?

Our costs vary depending on your needs but for a custom fit bra including our 3D printed support we start from €690. Shop and read more about our custom fit bras here.

For a bespoke set we start from €890 including our 3D printed support or €545 for a bespoke bralette. Briefs and thongs go from €290. We will discuss the costs with you personally if you have any special requirements.


I want to buy a custom fit or bespoke bra or lingerie set, how does the payment process work?

If you want to buy a custom fit garment from us, we ask you for a €95 non-refundable deposit upfront. When we are ready to take your order we will ask for the remaining amount. Then it’s time to start the process of making your lingerie, beginning with an appointment to get you 3D scanned and measured. Please see the our process page for more information.

PLEASE NOTE: we currently only place bespoke/custom fit bra requests on our waiting list. Once we have more space, we will inform you to collect deposits and start the process with you. Sign up for our waiting list here.


What is the delivery time for my custom fit or bespoke lingerie?

The delivery time for your custom fit or bespoke garments depends on your needs and special requirements. For our bespoke garments to be finished it can take up to 3 fittings and therefore final delivery time can vary from 6 to 12 weeks.


Is it possible to buy a custom fit bra online?

It requires a personal 3D scan for your custom fit garments to be made. Therefore it is necessary to do a private fitting. This can be done in our atelier or in the comfort of your private residence. Please request an appointment here.


I want to buy a bespoke, custom fit lingerie set as a gift. How can I place an order?

We can make a personal written invitation accompanied with a small present to give to your beloved one if you want to buy our garments as a gift. Please contact us for possibilities and the payment process. Of course, we will keep payment details confidential.


I’d like to combine my visit to your atelier with a trip to the Netherlands. Do you have any advice on where to stay?

If you are looking to include a visit to our atelier as part of a trip to the Netherlands please let us know via our contact form so can liaise with you on any travel or accommodation needs you may have. We are also happy to provide you with advice on where to go, what to see and how to travel in the Netherlands.