Customer Help

How can we help?



Do I have to make an account to place an order?

No, you are not obligated to do so.

Do I receive information about my order while waiting?

Because orders placed before 16:00u will be shipped the same day and (hopefully) received by you the next day, you will receive a track-and-trace code. All important advances will be communicated with youthrough email.


How much is the shipping fee?

All orders worth €75 or more will be shipped for free within the Netherlands. All other costs and countries will be calculated at the checkout.

How long will it take for my order to arrive at my house?

Orders will be shipped by DHL. They try their best to deliver it to your house within 1 or 2 workdays. You will receive a track-and-trace to keep an eye on your order.

Can I also pick-up my order at the store?

Yes, when you choose pick-up in store no costs will be charged. Youcan pick up your order during working hours.

When can I pick up my order in store?

The next workday or 2 hours after ordering on a workday.


Can I return items?

If you are not completely happy with your purchase, you are allowed to return item(s) within 14 days andin original conditions(!). Shipping costs are at your expense. 

What’s the return address?

Imagine by kim
Pannekoekstraat 91A
3011LD Rotterdam

Can I return sale items?

Yes you will receive a gift voucher. Every now and then, we have sale with very low prices. You cannot return those sale items, but we make sure to mention that clearly.

Can I return accessories and swimwear?

No, unfortunately not because of hygiene reasons. We are not able to sell this kind of items again when people return them.


How can I pay?

You can pay with Ideal, Apple Pay,Paypal, Maestro, Mastercard, Visa, Amex,Bancontact, Google Pay, Shop Pay



Opening hours

What are the store opening hours?

The store is open from Tuesday until Friday from 10 till 6, on Saturdays from 10 till 5 and on Sundays from 1 till 5. The store is closed on Monday.

How do I receive my refund?

After Imagine by Kim receives the returned items, we’ll need a maximum of 1 0days to process and refund the amount in the exact way you pay for the items. Make sure to save the proof of shipment until you receive the money back.

Get in touch

Have questions about your order, or a general enquiry?