Frequently Asked Questions

Below you will find an overview of frequently asked questions

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MyComfort24 your underwear specialist with top quality brands and fast shipping. That is 24/7 comfortable shopping!

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Customer Service

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About my account

How can I log into my account?

If you have previously created a MyComfort24 account, you can easy login by clicking on 'account' at the top of each page next to the shopping cart and then entering your email address.

Enter your email address again and you will receive a 6-digit code in your mailbox. This gives you direct access to all your MyComfort24 data.

In your account you can easily adjust your personal settings, such as your address.

You can also easily request your orders here.

What is the advantage of an account?

By creating a MyComfort24 account you can…

fast and efficient handle future orders as, as soon as you log in, all your details are already filled in
easy you order status and consult history
and easily manage your personal data and preferences to adjust .

Only advantages.

What if I forgot my password?

Forgot your password? No problem, it's solved!

At the top of every page you will find the Account icon.

This icon is located next to the shopping cart.

Under this Account section you will find a link 'Forgot your password?'

Enter your email address here and you will immediately receive an email in your inbox with a link to reset the password of your customer account.

Tip : Check your spam folder if you don't receive this email right away. When you first use it, it may end up in your advertising folder.

Please do not hesitate to contact our customer service if you have any further questions regarding your account.

Mail to: info@mycomfort24.be . We will answer your question within 48 hours.

About exchanges & returns

Can I exchange an item?

If one or more items are not to your liking, you can within 14 days Return after receipt. This is only possible if the article has not been worn or used and if the original product packaging (including tags) is undamaged.

To return (part of) an order, follow the steps below. This way you can be sure that everything goes smoothly and according to your wishes.

Request your return label online at https://mycomfort24.returnista.com. Here you can immediately choose to exchange for a different size. Please note: an exchange can only be made if you purchase the exact same item but in a different size. The return cost to send back your items is €5.95. However, the shipping cost for your exchange order is free. Your exchange order will be shipped as soon as the return is received in our warehouse.

How do you proceed? Enter via https://mycomfort24.returnista.com your email address and order number and you will see your ordered item(s). Indicate here which item(s) you want to return and for what reason.

Now you can print your return label. You will also receive this return label by email. No printer? Then you can have the barcode of the return label scanned from your smartphone at a Bpost post office and they will print the label for you.

Pack your item(s) and this packing slip in a sturdy shipping packaging . Attach the return label to the package and take it to a the shipping point .

Upon receiving your return package, we will inspect the returned item* and refund the amount to you within 14 days at the latest. You will receive a confirmation email on the day of the refund so you can easily keep track of it. The refund will be processed using the payment method with which the order was placed.

TIP :

You can also return your items for a store credit code that is worth 10% more than your return amount. This is an extra benefit for your next purchase. You will receive this store credit code in your inbox as soon as your returned item has been received in our warehouse

About fast shipping and delivery

Are deliveries free?

For all orders with a delivery address in Belgium, delivery free if the value of the order is €60 or more. For an order value of less than €60 we charge a shipping cost of €4.95.

Please note : Our digital gift cards are not included in the minimum order value of 60 euros for free shipping .

For all orders with delivery address in the Netherlands, delivery is free if the order value is €60 or more. For orders below €60, we charge a shipping cost of €4.95.

For all orders with delivery address in all other EU countries, the delivery free if the value of the order is €75 or more. For an order value of less than €75 we charge a shipping cost of €7.95.

Please contact us for deliveries outside the European Union.

How quickly will I receive my order?

Since we ship from our own warehouse and you can only order items that we have in stock, we ship very quickly .

Orders with delivery address in Belgium and placed and paid from Monday to Friday before 22:00 (with the exception of public holidays) will be shipped the same day via Bpost . With normal operation of Bpost, your order will be delivered to the delivery address the next working day . Bpost delivers from Monday to Friday.

Orders with delivery address in the Netherlands and Luxembourg and placed and paid from Monday to Friday before 22:00 will be shipped the same day via PostNL . With normal operation of PostNL, your order will be delivered to the delivery address the next working day. PostNL delivers from Tuesday to Friday.

Orders with delivery address in other EU countries and placed and paid on working days before 22:00 will be shipped the same day. With normal operation of the carrier, your order will be delivered to the delivery address within 3 to 5 working days.

Will I receive a confirmation of my shipment?

As soon as we have received your order and payment, we will start working for you. As soon as your order is prepared for shipping, you will receive a confirmation email of the shipment with all the details of your order, the delivery address and a tracking code. This way you know everything about the delivery of your order.

Can I track the delivery of my order?

With the tracking code that you find in the confirmation email of the shipment or via your account, you can check on the site of the carrier where and in which phase of the shipment your package is. This way you know when you can expect your order at the chosen delivery address.

Which delivery options can I choose from?

For delivery in Belgium You can choose from the following shipping methods during the ordering process via Bpost :

Home delivery : the postman will deliver your parcel to your home, work or another address of your choice. If no one is present at the time of delivery, the postman will leave an absence notice in your letterbox. You can then choose to collect your parcel from a collection point stated on the absence notice or you can ask to present the shipment a second time. If you wish, you can indicate where the postman can leave your parcel in case of absence via the Bpost website under My Preferences.
Pick-up points : you can also choose one of the 6 closest Bpost pick-up points in your area during checkout. Once you enter your postcode, the list of the 6 points of your choice will automatically appear. Choose your post office, your newsagent or your parcel machine to pick up your underwear order in all comfort when it suits you best.

With all these shipping methods you can track your package follow up online via Bpost with the tracking code stated in the shipping confirmation email we sent you.

For delivery in The Netherlands You can choose from the following shipping methods during the ordering process via PostNL :

Home delivery : the postman delivers your package to your home, work or another address of your choice. You can freely choose the day (including Saturday) and the hours within which you want to be delivered. If you wish to change this before delivery, you can also do so using your tracking code via the PostNL website or app. If no one is present at the time of delivery, the postman will leave a message in your mailbox with a 'not-at-home code'. With this code you can see where you can pick up your package via the PostNL track & trace.

With all these shipping methods you can track your package follow up online via PostNL with the tracking code stated in the shipping confirmation email we sent you.

Deliveries in other EU countries than Belgium or the Netherlands are made via the foreign partners of Bpost and PostNL. In that case, you can have it delivered at home, at work or at another address of your choice. You can track the shipment with the tracking number that you receive in the confirmation email of your shipment. The handling is done according to the working method of the local partner.

Can I choose delivery to a physical store?

Unfortunately, delivery of your package to a physical store is not possible. We are a pure webshop and do not have any physical stores.

We work with Bpost for the shipment of our parcels. You can choose between home delivery or a collection point.

Home delivery : the postman will deliver your parcel to your home, work or another address of your choice. If no one is present at the time of delivery, the postman will leave an absence notice in your letterbox. You can then choose to collect your parcel from a collection point stated on the absence notice or you can ask to present the shipment a second time. If you wish, you can indicate where the postman can leave your parcel in case of absence via the Bpost website under My Preferences.

Pick up points : you can also choose one of the following at checkout 6 nearest Bpost collection points in your area. Once you enter your postcode, the list with the 6 points of your choice will automatically appear. Choose your post office, your newsagent or your parcel machine to pick up your underwear order in all comfort when it suits you best.

About easy and safe payments

Which payment methods can I use?

At MyComfort24 you can pay with:

Bancontact
Visa
MasterCard
Ideal
Apple Pay

All payments are made via the Multisafepay platform. They meet the strictest international security standards for online payments.

Thanks to an SSL certificate verified by Comodo, all your data at MyComfort24 is very strictly protected secured . This way your data always remains confidential and unreadable for third parties. This SSL security is visible when you start the checkout in the address bar where the web address is preceded by the mention https:// and the image of a padlock.

Your order will be processed as soon as we receive approval from the institution for secure bank payment and Multisafepay. The latter usually only takes a few seconds.

Can I buy a gift card?

You can buy a gift card of different values on our webshop. Currently we have these values available:

25 euros
50 euros
100 euros

If you purchase a gift card, it will be sent by email.

To make the most of your gift voucher, we have listed some important points for you:

You can spend the balance of your gift card in different parts, as long as there is still credit on the card.
Gift cards can be combined with discount codes.
You can use multiple gift cards for one order.
Gift cards cannot be used to purchase other gift cards.
Do you want to give a gift card as a gift? It is possible to send the card to another recipient via email. You can easily set this up when placing your order.

Any questions? Don't hesitate to contact our customer service!

About easy ordering

How do I place an order?

When building our webshop, we have strived to make it easy and intuitive for you to search, select and pay for an item. To place your order, go through the following steps steps :

Step 1: You search for a article via the menu at the top, the filter on the left of the product catalogue or via our internal search function at the top of each page.

Step 2: Click on an item of your choice on the catalog page, select your size on the product detail page, select the quantity you wish to order and click the 'Add to cart' button. Your selection is immediately added to the shopping cart. You will also see this appear at the top right of the page.

Step 3: Once you have added all the items you wish to order, go to your shopping basket via the 'Shopping Cart' button at the top right of every page. Here you can review your order and enter any promotional code you received via our newsletter.

Step 4: Now click on the 'Proceed to checkout' button, fill in your details, choose a delivery and payment method and click on 'Place order'.

Step 5: You can now pay via the Multisafepay payment page safe complete your payment.

Very smooth and easy…

Will I receive a confirmation of my order?

As soon as we receive your order we will send you an confirmation email containing all details of your order such as the products ordered, the price, the quantities, the delivery address, etc. You can of course also consult all this information later via your account.

Sometimes it can happen that this confirmation email ends up in your spam folder. If you do not receive our confirmation email soon after your order. Then definitely check your spam folder. If this is the case, you should add info@mycomfort24.be to your address book or safe senders.

Can I cancel an order?

If you wish to cancel your order shortly after ordering, you can do so. In your account, you can see whether your order still has the status 'waiting' or 'processing'. If this is the case, your order has not yet been shipped. In that case, it is best to send an email directly to info@mycomfort24.be with the request to cancel your order. We will take care of the refund.

If you don't have an account, please send an email to info@mycomfort24.be . If your order has not yet been shipped, we will take care of the cancellation and refund.

If your order has already been shipped, you can still revoke your order within 14 days of receipt. How? See the question 'Can I revoke my order'?

About our competitive prices and promotions

Why do some prices have a 'From…' price indication?

How do I stay informed about the many and strong promotions?

We very regularly do specific promotions on certain brands, product groups, series or sometimes even on our entire range. This can be in the form of discounts or in the form of beautiful and exclusive extras gifts with your order.

Want to enjoy this? Be sure to sign up for our newsletter here newsletter and stay informed of when and how you can enjoy a promotion. Do it!

About MyComfort24

Who are we?

Welcome to MyComfort24! We are a Belgian webshop that has been around for many years. With us you will find online brands of underwear, nightwear, swimwear, socks, bedding, bath textiles & more. In short, with us you have come to the right online address for all your daily basics. Are you curious about the path we have taken from the beginning until now? Then read our story below...

MyComfort24 is the renewed webshop by MyUnderwear24 . That has been the largest Belgian webshop for branded underwear & bodywear for more than 13 years and part of Colruyt Group .

Let us take you along…

In June 2010, Ilse and Toon, previously working for Colruyt Group for many years, started a unique webshop with underwear & more , MyUnderwear24 . Thanks to an optimal range of underwear, nightwear, stockings and swimwear from top brands, the first orders come in quickly. Soon the first underwear leaves the garage and the children's playroom for the new customers.
In 2013, the garage, which had become too small, was exchanged for a rental house in the Pajottenland countryside. Karleen started as a first employee to assist customers and prepare orders.
Belgium, however, was not yet completely ready for real e-commerce, but Toon continued to believe in it. In 2015 he sought and found a new partner in Colruyt Group to further develop MyUnderwear24. The participation fits in with the group's ambition to respond to the needs of the consumer in all phases of their life with suitable store formulas.
The Belgian consumer is gradually finding his way more and more to the internet for his purchases. In 2016 a new move follows. This time to a rental house with a warehouse. Too cold in the winter and too warm in the summer, but they continue full steam ahead. Carlos starts as the first marketer. In the following years Barbara, Jens, Valerie and Veronique follow and MyUnderwear24 grows to the largest Belgian webshop in underwear and more.
Another move is imminent. This time to a completely renovated building and warehouse on a Colruyt site. Dylan, Sarah and Zaja are coming on board. This way, all customers can continue to enjoy a optimal service .
In the autumn of 2020, Collishop will stop selling non-food items via their webshop. MyUnderwear24, as part of Colruyt Group, will take over the range bedding and bath textiles about Collishop.
MyUnderwear24 is currently MyComfort24 , a name that better suits the new offer . With the expansion of the offer, with new categories and a new brand name, a new look is also part of it. Two new colleagues - Kenny and Stéphanie - strengthen the team.
In October 2020, MyComfort24 will launch a new webshop with an even more extensive range, in which the customer in all comfort 24/24 online can shop.
With the baseline ' Bed. Bath. Underwear. Always good .' MyComfort24 becomes the online specialist in underwear, nightwear, homewear, swimwear, stockings, tights, bedding and bath textiles.
In October 2024, employees of Ticom NV took over the MyComfort24 brand from the Colruyt Group and breathed new life into the online store, while maintaining the same brands, values, and standards we have always upheld. From now on, we are focusing solely on our core business, which is underwear. As before, we have selected quality brands—brands and products in which we fully believe. We are now thrilled to announce that our online store will continue to exist and is embarking on a fresh start, thanks to employees who have seized this opportunity with great enthusiasm.

We wish you a lot of fun shopping!
The MyComfort24 team

MyComfort24 - BV IntiMates
Jean Jacminstraat 176
1500 Halle
Belgium

BE 1013.151.538

Do you need help?

Our customer service is ready for you. We will answer your question within 48 hours. Mail to info@mycomfort24.be

Frequently Asked Questions