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Exchanges and returns

How do I return my order? +-

You are free to return any online orders within 14 days. You are permitted to try all the items on at home. However, apart from trying them on, all the items must be unused and unworn, be wrapped in their original packaging, and the price tags must still be attached. You do not need to register your return order online. Just fill out the return form included in your order, put it in the box along with the items, and mail it to: 

Promese Logistics
Flight Forum 2500, 5657 DZ Eindhoven

If you live in the Netherlands, you can drop the package off at a PostNL package counter near you.
If you live in Belgium, you can drop the package off at a UPS Access Point near you.

The purchase price will be refunded within 10 workingdays, using the same payment method as the one you initially used.

I've returned my order. When will I have my money back? +-

We always do our best to refund the purchase price as soon as possible. Once we've received your return package, it can take up to 10 working days for us to refund you. However, it usually takes much less time than that! 

The amount will be refunded using the same payment method as the one you initially used. If you have not yet received your refund after 10 days have passed, please contact our customer service department.

Can I return items bought in a store? +-

Certainly, you can return your items within 14 days at the same store where you purchased them in the first place. Make sure to bring your receipt though! However, apart from trying them on, all the items must be unused and unworn, be wrapped in their original packaging, and the price tags must still be attached. You cannot return items bought in a store by mail.

Ordering and delivery

How long does delivery take? +-

If you order on Mondays through Fridays before 5pm, your order will arrive the very next day. If you order on Friday after 5pm, your order will arrive on the following Tuesday at the very latest. Sale items may take longer to arrive.

I've received the wrong item. What happens now? +-

If you've received a wrong item, please contact our customer service department. A special return label will be sent to you, so that you don't end up bearing the return shipping costs.

What are the delivery costs? +-

This depends on the size, weight, and destination of your order. The exact costs will be calculated and shown during check-out. We also offer a capped delivery fee for orders exceeding a certain threshold. That way, you can buy various items from various stores and only pay a single delivery fee.

Can I come collect my order myself? +-

Unfortunately, online orders cannot be collected in stores.

Complaints and warranty

How long does my warranty last? +-

Killer Instinct offers a standard warranty of 6 months for all items, starting on the day the item was purchased. The warranty does not cover gems. Any gems that fall off are not covered by the warranty, unless it is a common complaint that many people are experiencing, or if there is a known manufacturing error.

My item is faulty. What do I do now? +-

Our apologies - that's not supposed to happen! We would be happy to fix the problem for you. Please send a photo of the item to so that we can examine the item and offer you a suitable solution as soon as possible.

Will I receive proof of warranty with my order? +-

Your invoice serves as proof of warranty, so keep it safe!


What are the available payment methods? +-


Creditcard (Visa/Mastercard?)





Apple Pay


Where can I find my invoice? +-

Your invoice will always be sent to you in the confirmation email. If you can’t find your invoice, please contact our customer service team via email or phone.

What is VAT? And are these included in the price? +-

VAT stands for Value Added Taxes. These are taxes paid on top of the price of the products. Customers within the European Union pay taxes that are already included in the price. If you purchase from a country outside the European Union you will have to VAT in the form of import duties.

My payment failed - now what? +-

Our website uses a 'first come, first served' system. That means that a product can be sold out after you've put it in your basket. To prevent disappointment, we recommend that you pay and finalize your order as soon as possible. 

If you are using a credit card and an 'Authorization failed' alert pops up during the payment process, clear your cookies, try it with a different browser, or use a different payment method. 

If you have not received an order confirmation via email, but the amount has already been deducted from your account, please contact our customer service department as soon as possible, so that we can check whether the order was processed properly.


What are the benefits of having an account by In Gold We Trust? +-

An account makes it easier and faster to place an order. Your address info will be filled in automatically. You will also be up to date regarding all actions and specials via our newsletter.

Do I have to create an account to order something online? +-

No you don’t have to create an account to place an order. You can easily checkout as a guest.

How do I create an account? +-

Click on Account to create a Killer Instinct account.


How can I check whether a certain item is in stock at a particular store? +-

To find out, call the phone number for that specific store. If you'd like to reserve an item, just tell the staff on the phone and they'd be happy to hold it for you.

Do you accept bigger bills? +-

Yes, we also accept €200 and €500 bills at the register, provided that we have enough change to be able to finalize your purchase. We'd love to see you!

How do I contact one of your stores? +-

Our store can be reached via 06 16951015
Also, our customer service department would be happy to assist you with any queries you may have. 06 16951015
All of our stores offer plenty of parking options in nearby car parks.

How can I give feedback regarding a store? +-

If you have a suggestion on how we can improve our stores, a tip to help us out, or a complaint about our service, you can send an email to and we will take it under advisement right away.

I've lost something at your store. Have you found anything? +-

Oh no! We want to help you find your lost possessions... Just call our customer service department and they'll assist you further.

Do you do alterations on your items as well? +-

Unfortunately, we offer no alteration service at this time.

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