Privacy Policy

Privacy Policy

Last updated: October 4, 2024

This Privacy Policy describes how MyComfort24 (the “Site”, “we”, “us” or “our”) collects, uses and discloses your personal information when you visit, use or make a purchase from mycomfort24.be (the “Site”) or otherwise interact with us on the Site (collectively, the “Services”). For the purposes of this Privacy Policy, “you” and “your” refer to you as a user of the Services, whether you are a customer, website visitor or another individual from whom we have collected information under this Privacy Policy.

Please read this Privacy Policy carefully.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time in order to reflect changes to our practices or for other operational, legal or regulatory reasons. We will post the updated Privacy Policy on the Site, amend the “Last Updated” date and take any other steps required by applicable law.

How we collect and use your personal data

In order to provide the Services, we collect personal information about you from various sources, as set out below. The information we collect and use depends on your interactions with us.

In addition to the specific uses set forth below, we may use the information we collect about you to communicate with you, provide or improve the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

What personal data we collect

The types of personal information we obtain about you depend on your interactions with our Site and your use of our Services. When we use the term “personal information,” we mean information that identifies, relates to, describes, or can be associated with you. The following sections describe the categories and specific types of personal information that we collect.

Information we collect directly from you

Information you provide to us directly through our Services may include:

  • Contact details including your name, address, telephone number and email address.
  • Order details including your name, billing address, shipping address, payment confirmation, email address and telephone number.
  • Account details including your username, password, security questions, and other information used for account security.
  • Shopping data including items you view, place in your shopping cart, save to your account, such as loyalty points, reviews, referrals or gift cards, or purchases.
    • Savings points/product reviews/referrals/gift cards
  • Customer Support Information including information you choose to include in communications with us, such as when you send a message through the Services.

Some features of the Services may require you to directly provide us with certain information about yourself. You can choose not to provide this information, but then you may not be able to use or access these features.

Information we collect about your use

We may also automatically collect certain information about your interactions with the Services (" Usage Data "). For this purpose, we may use cookies, pixels, and similar technologies (" Cookies "). Usage Data may include information about how you access and use our Site and your account, including device information, browser information, network connection information, your IP address, and other information about your interactions with the Services.

Information we obtain from third parties

Finally, we may obtain information about you from third parties, including vendors and service providers who may collect information on our behalf, such as:

  • Companies that support our Site and Services, such as Shopify.
  • Our payment processors, who collect payment information (e.g. bank account, credit or debit card details, billing address) to process your payment, fulfil your orders and provide the products or services you request so that we can perform the contract we have with you.
  • When you visit our Site, open or click on emails we send you, or interact with our Services or advertisements, we or third parties we partner with may collect certain information automatically using online tracking technologies, such as pixels, web beacons, software developer kits, third-party libraries, and cookies.

Any information we obtain from third parties will be treated in accordance with this Privacy Policy. Please also see the section below, Third party websites and links.

How we use your personal information

  • Delivery of products and services. We use your personal information to provide you with the Services under the agreement we have with you, including processing your payments, fulfilling your orders, sending you notifications regarding your account, purchases, returns, exchanges, or other transactions, establishing, maintaining, and otherwise managing your account, arranging for shipping, facilitating returns and exchanges, and providing other features and functionality related to your account. We may also enhance your shopping experience by enabling Shopify to match your account with other Shopify services that you might choose to use. In this case, Shopify will process your information as set out in the Privacy Policy and the Consumer Privacy Policy.
  • Marketing and advertising. We may use your personal information for marketing and promotional purposes, such as sending you marketing, advertising and promotional communications via email, SMS or postal mail, and to show you advertisements for products or services. This may involve using your personal information to better tailor the Services and advertising on our Site and other websites. If you are a resident of the EEA, the legal basis for these data processing activities is our legitimate interest in selling our products, according to Art. 6 (1) (f) GDPR.
  • Security and fraud prevention. We use your personal information to detect, investigate, or take action regarding possible fraudulent, illegal, or malicious activity. If you choose to use the Services and register an account, you are responsible for keeping your account login information secure. We strongly recommend that you do not share your username, password, or other access information with anyone else. If you believe your account has been compromised, please contact us immediately. If you are a resident of the EEA, the legal basis for these data processing activities is our legitimate interest in keeping our website safe for you and other customers, according to Art. 6 (1) (f) GDPR.
  • Communication and service improvement. We use your personal data to provide you with customer support and improve our Services. This is in our legitimate interest to communicate with you, provide you with effective services and maintain our business relationship with you according to Art. 6 (1) (f) GDPR .

Cookies

Like many websites, we use cookies on our Site. Specific information about the cookies we use in relation to supporting our store with Shopify can be found at https://www.shopify.com/legal/cookies . We use Cookies to support and improve our Site and our Services (including to remember your actions and preferences), perform analytics and better understand user interactions with the Services (in our legitimate interests to operate, improve and optimize the Services). We may also allow third parties and service providers to use Cookies on our Site to better tailor the services, products, and advertising on our Site and other websites.

Most browsers automatically accept Cookies by default, but you can set your browser to remove or reject cookies in your browser settings. Please note that removing or blocking Cookies may negatively impact your user experience and may cause some Services, including certain features and general functionality, to not function properly or to become unavailable. In addition, blocking Cookies may not completely prevent the way in which we share information with third parties, such as our advertising partners.

How we disclose personal information

In certain circumstances, we may disclose your personal information to third parties for contract performance, legitimate purposes and other reasons covered by this Privacy Policy. Such circumstances may include:

  • With vendors or other third parties who perform services on our behalf (for example, IT management, payment processing, data analysis, customer support, cloud storage, fulfillment and shipping).
  • With business and marketing partners to provide services and display advertising to you. Our business and marketing partners will use your information in accordance with their own privacy statements.
  • When you instruct, request or otherwise authorize us to pass certain information to third parties, for example to deliver products to you or through your use of social media widgets or login integrations, with your consent.
  • With our affiliates or otherwise within our group of companies, in our legitimate interests to run a successful business.
  • In connection with a corporate transaction such as a merger or bankruptcy, to comply with applicable legal obligations (including responding to subpoenas, search warrants and similar requests), to enforce applicable terms of service and to protect or defend the Services, our rights and the rights of our users or others.

We disclose the following categories of personal data and sensitive personal data about users for the purposes set out above in “How we collect and use your personal information” and “How We Disclose Personal Information” :

Category Categories of recipients
  • Identification information such as basic contact information and certain order and account information
  • Commercial information such as information about orders, shopping and customer support
  • Internet or other similar network activity, such as usage data
  • Geolocation data such as locations determined by an IP address or other technical measures
  • Vendors and third parties who provide services on our behalf (such as internet service providers, payment processors, fulfillment partners, customer support partners, and data analytics providers)
  • Business and marketing partners
  • Affiliates

We do not use or disclose sensitive personal data without your consent or for the purpose of inferring characteristics about you.

With your consent, we share personal information to conduct advertising and marketing activities as follows.

Third party websites and links.

Our Site may contain links to websites or other online platforms operated by third parties. If you follow links to sites that are not affiliated with or operated by us, it is important that you read their privacy and security policies and other terms. We do not warrant and are not responsible for the privacy or security of such sites, including the accuracy, completeness or reliability of any information contained on such sites. Information you provide in public or semi-public locations, including information you share on third party social networking sites, may also be visible to other users of the Services and/or users of these third party platforms, without limitation as to their use by us or any third party. The inclusion of such links on our Site does not imply any endorsement of the content on such platforms or of their owners or operators, except as may be disclosed in the Services.

Children's data

The Services are not intended for use by children and we do not knowingly collect personal information from children. If you are the parent or guardian of a child who has provided us with personal information, you may contact us using the contact information below to request that it be deleted.

As of the effective date of this Privacy Policy, we have no actual knowledge that we “share” or “sell” (as those terms are defined in applicable law) any personal information of persons under the age of 16.

Security and storage of your data

Please note that no security measures are perfect or impenetrable, and we cannot guarantee 'perfect security'. In addition, information you transmit to us may not be secure during transmission. We recommend that you do not use insecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on several factors, including whether we need the information to maintain your account, provide the Services, comply with legal obligations, resolve disputes, or enforce other applicable contracts and policies.

Your rights

Depending on where you live, you may have some or all of the rights below in relation to your personal information. However, these rights are not absolute and may only apply in certain circumstances, and in certain cases we may deny your request to the extent permitted by law.

  • Right to access/know : You may have the right to request access to the personal data we hold about you, including details of how we use and share your data.
  • Right to erasure : You may have the right to request that we erase the personal data we hold about you.
  • Right to rectification : You may have the right to request that we correct any inaccurate personal data we hold about you.
  • Right to portability : Under certain circumstances and with certain exceptions, you may have the right to receive a copy of the personal data we hold about you and to request that we transmit it to a third party.
  • Right to Opt-Out of Sale, Sharing, or Targeted Advertising : You may have the right to request that we not “sell” or “share” your personal information, or to opt-out of the processing of your personal information for purposes that constitute “targeted advertising” as defined under applicable privacy law. Please note that if you visit our Site while the Global Privacy Control opt-out preference signal is enabled, we will automatically treat this as a request to opt-out of the “sale” or “sharing” of information for the device and browser you use to access the Site, depending on where you are located.
  • Restriction of processing : You may have the right to ask us to stop or restrict the processing of your personal data.
  • Withdrawal of consent : Where we rely on your consent to process your personal data, you may have the right to withdraw that consent.
  • Appeal : You may have the right to appeal our decision if we refuse to process your request. You can do this by responding directly to our rejection.
  • Managing Communications Preferences : We may send you promotional emails, and you may opt out of receiving them at any time by using the unsubscribe option provided in the emails we send you. If you opt out, we may still send you non-promotional emails, such as emails about your account or orders you have placed.

You may exercise any of these rights where indicated on our Site or by contacting us using the contact details below.

We will not discriminate against you if you exercise any of these rights. We may need to collect information about you to verify your identity, such as your email address or account information, before providing a substantive response to the request. In accordance with applicable law, you may designate an agent to submit requests on your behalf to exercise your rights. Before we accept a request from an agent, we will require the agent to provide evidence of such authority to act on your behalf, and we may ask you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have any complaints about the way we process your personal data, you can contact us using the contact details below. If you are not satisfied with our response to your complaint, depending on where you live, you have the right to appeal our decision by contacting us using the contact details below, or to lodge your complaint with your local data protection authority. For the EEA, please find here a list of the responsible supervisory authorities for data protection.

International users

Please note that we may transfer, store and process your personal information outside of the country in which you reside. Your personal information will also be processed by staff and third party service providers and partners in these countries.

When we transfer your personal data outside of Europe, we rely on recognized transfer mechanisms such as the European Commission's Model Contractual Clauses, or equivalent contracts issued by the relevant UK competent authority, as relevant, unless the data is transferred to a country deemed to provide an adequate level of protection.

Contact

If you have any questions about our privacy practices or this Privacy Policy, or if you wish to exercise any of the rights available to you, please call or email us at gdpr@mycomfort24.be or contact us at Jean Jacminstraat 176, Halle, 1500, BE.

For the purposes of applicable data protection law and unless explicitly stated otherwise, we are the controller of your personal data.

Below you will find the previous privacy policy of NV Ticom

Guarantee regarding lawful and secure processing of personal data

At MyComfort24, we attach great importance to protecting your privacy. That is why we want to inform you as much as possible, respect you and give you control over what happens to your personal data. We want to manage and use them safely and respectfully as a good family man. This way, we can serve you better and offer you the best possible experience. We start from the principle that everyone should have control over their personal data, and that everyone has the right not to share some of it with us. We undertake never to pass on your data to third parties.

Below you will find information about what personal data we collect, why and for how long. You can also read how you can control this. Please take the time to also read our Cookie Policy and our Terms and Conditions to read. This privacy policy applies to the websites www.mycomfort24.be, www.mycomfort24.nl and the internal operation of MyComfort24. It contains, among other things, information about the personal data that MyComfort24 collects and the way in which MyComfort24 uses and processes this data.

MyComfort24 has taken sufficient technical and organizational measures to guarantee the safe processing of your personal data. These measures correspond to the nature of the personal data and are in proportion to the seriousness of the possible risk. The risk of accidental or unauthorized destruction, loss, modification or access to and any other illegal processing of the data, has been reduced to a minimum. Unfortunately, not every risk can be completely avoided. If illegal access is obtained to the IT systems of MyComfort24, we will immediately take all possible measures to limit the damage to and/or theft of the data to a minimum, and always inform the persons concerned in a timely manner.

Who is protected by this Privacy Policy?

persons who have made a request for a quote, applicants, our staff, our suppliers and our customers. This privacy policy also applies when you come into contact with the services of MyComfort24 in the context of prospecting, or when you visit our office.

The law of 8 December 1992 ('Privacy Act'), the law of 13 June 2005 ('Electronic Communications Act'), the requirements of the Regulation of the European Parliament and of the European Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data, and the associated implementing decrees regulate the protection of your personal data.
We are committed to fulfilling our obligations and respecting your rights whenever we process your data. If you would like to delve deeper into this topic, please consult the website of the Commission for the Protection of Privacy.

What does data processing mean?

By 'processing of data' we mean any processing of personal data. The term 'processing' covers, among other things, the collection, recording, organization, storage, updating, modification, retrieval, consultation, use, dissemination or in any way making available, aligning, combining, archiving, erasure or destruction of personal data.

Who processes the personal data?

Data Controller

MyComfort24/NV Ticom, with registered office at Bilkensveld 1A, 1500 Halle, with company number 820.813.505 is responsible for the processing of personal data to which this privacy policy relates.

MyComfort24 is therefore the controller and determines which personal data is collected, for what purpose it is collected and which means are used to collect it.

Processors

When MyComfort24 uses subcontractors to process data, this will always be done in function of the goals to which this privacy policy relates. In addition, MyComfort24 will always provide clear instructions about the processing and record via a processing contract that the processing must take place in accordance with this privacy policy.

What personal data do we process?

Personal data are data that relate to an identifiable person. You may have provided this data yourself, for example by placing an order or filling out a form on the website. In addition, we can also assign data to you that we have received through our collaboration, including data that we have received via third parties (e.g. a telephone number).

All data we collect can be combined with each other. MyComfort24 undertakes to process only data that is necessary for the purposes to which this privacy policy relates.

In relation to our activity, the following types of personal data may be processed:

In the context of an online order:

identification data such as first name, last name, email address, mobile/telephone number and address details;

information regarding your order and payment details;

your interests and product preferences.

In the context of a job application:

  • information about education, training, profession and position.

In the context of a b2b contact:

the identification and financial data of the company you work for;

your profession, position and contact details.

How do we collect your personal data?

MyComfort24 may collect personal data at or in connection with:

  • visiting our website;
  • placing an order;
  • sending a contact form;
  • subscribing to the newsletter (via the website or otherwise);
  • registering for personalized offers;
  • sending an email message;
  • submitting an application;
  • exchanging business cards;
  • carrying out a prospecting assignment;
  • preparing and/or concluding a cooperation contract.

What do we use your personal data for?

We process personal data for various purposes, whereby only the data necessary to achieve the intended purpose is processed each time.

This is how we use personal data:

  • when we have obtained permission;
  • in the context of preparing an order;
  • to deliver your order;
  • to keep you informed about the status of the order;
  • to comply with legal or regulatory requirements to which we are subject.

We also provide your data to third parties if this is necessary to fulfil your order, for example to our distribution centre and our delivery services.

When MyComfort24 has a legitimate interest, we always strive for a balance between that interest and respecting the privacy of the person concerned.

With permission, where required, we collect personal data for the following specific purposes:

  • the execution of an agreement with MyComfort24;
  • providing support;
  • sending targeted marketing and advertising, updates and promotional offers based on your interests;
  • sending invoices and collecting payments;
  • optimizing the quality, content and management of the website;
  • statistical purposes;
  • the preparation of a quotation;
  • answering a specific question;
  • conducting customer satisfaction surveys, surveys and other market research.

When visiting the MyComfort24 website, data is collected for statistical purposes. It is used to optimize our website. This data includes: IP address, presumed location of visit, time and day of visit and which pages were visited.

Security of personal data

MyComfort24 undertakes to take reasonable physical, technological and organizational precautions to prevent unlawful access to your personal data and the loss, misuse or alteration of this data.

MyComfort24 will store all personal data it has collected in the Cloud (with data center(s) inside and outside the EU, in compliance with applicable laws and regulations).

Despite the security policy of MyComfort24, the checks it carries out and the actions it takes in this context, an infallible level of security cannot be guaranteed. No method of transmission or transfer over the Internet and method of electronic storage is 100 percent secure. As a result, MyComfort24 cannot guarantee absolute security for this.

However, we do everything we can to protect your personal data and privacy, both within our network and at our office.

Our employees are trained to handle confidential data correctly. We use specialized companies that guarantee the security of our ICT network and Cloud services.

In addition, we use a variety of technical measures to protect your personal data, such as firewalls, anti-virus software, encryption and access controls.

If a data breach occurs with adverse consequences for your personal data, you will be notified in the circumstances provided for by law.

The number of employees of our office who have access to your personal data is limited and carefully selected. These employees are granted access to your personal data to the extent that they need that information to properly perform their tasks.

Our websites sometimes contain links to third party sites (social media, organisers of events we sponsor) whose terms of use do not fall within the scope of this privacy policy. Please read their policies on the protection of your personal data carefully.

Storage of personal data

Unless a longer retention period is required or justified by law or by compliance with another legal obligation, MyComfort24 will only retain your personal data for the period necessary to achieve and fulfill the purposes as described in this privacy policy.

The retention period can therefore differ per purpose. In order to comply with our legal obligations, we are for example obliged to retain your billing data for a maximum of 7 years. This archived data is of course only accessible to a limited extent.

After the applicable retention period(s) have expired, personal data will be anonymized or deleted.

Data from former customers may be used for a period of 1 year after purchasing their last product to keep them informed about new products and promotions from MyComfort24, unless the customer explicitly indicates that they do not agree to this.

Persons who have subscribed to the newsletter and/or personalized offers will be deleted each year if they have not opened the newsletter at the end of the year within the previous 24-month period, have unsubscribed or if the email address has (hard) bounced.

Data from applicants who were not selected will be deleted 6 months after the selection period.

Your privacy rights

You can always invoke the following privacy rights:

  • right to inspect the personal data that MyComfort24 has available about you;
  • right to correct , complete or update your personal data;
  • right to be forgotten , which results in the deletion of your personal data ('right to be forgotten');
  • right to restriction of processing of your personal data;
  • right to data migration of your personal data;
  • right to object to the processing of your personal data.

If you wish to invoke your privacy rights, as defined above, please send an email to gdpr@MyComfort24.be. Please state in the email subject line which type of privacy right (e.g. right of access) you wish to invoke.

If the email address used to create the data subject's account is no longer in use, the request should be made in writing to the address:

MyComfort24, Bilkensveld 1A, 1500 Halle, Belgium

The following information must always be included in the request:

  • A copy of the front of the data subject's identity card, so that the data subject can be identified.
  • The original email address entered when creating the data subject's account, so that the correct account can be identified.
  • The email address at which the data subject wishes to receive the information.
  • The nature of the request.
  • The type of privacy right you wish to invoke

If you have an account, you can manage your data yourself at any time in the account overview. You can do this by surfing to my account .
and log into your own account.


MyComfort24 will respond to your request within one month of receiving it.

If you no longer wish to receive newsletters or information about our services, you can unsubscribe at any time by clicking on the 'unsubscribe' button provided at the bottom of each newsletter and/or personalized offer from MyComfort24.

Processing of data of individuals outside the EEA

Any transfer of personal data outside the European Economic Area (EEA) to a recipient whose residence or registered office is in a country not covered by an adequacy decision issued by the European Commission will be governed by the provisions of a data transfer agreement containing the standard contractual clauses as defined in the 'European Commission Decision of 5 February 2010 (Decision 2010/87/EC)' or another mechanism under privacy legislation or other regulations governing the processing of personal data.

Update Privacy Policy

MyComfort24 is entitled to update this privacy policy by placing a new version on the website. It is advisable to regularly consult the website and the page on which the privacy policy is displayed, so that you are aware of any changes.

Complaints

If you have any complaints about the way in which MyComfort24 collects, uses and/or processes your personal data, you can always file a complaint by email at gdpr@mycomfort24.be . We will take your complaint seriously. However, if you still want to file a complaint, you can do so at the Privacy Commission.

Contact MyComfort24

If you have any questions about the privacy policy or the way in which MyComfort24 collects, uses or processes your personal data, please contact us:

  • via email: gdpr@mycomfort24.be .
  • or by post: MyComfort24 / NV TICOM, Bilkensveld 1A, 1500 Halle

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Customer Service

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Send us a message!

About my account

Icon for groupHow 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.

Icon for couponWhat 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.

Icon for secureWhat 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

Icon for shopping_bagCan 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

Read more about exchanging here

* Returned items that have been worn, washed and/or used, or returned with incomplete or damaged packaging, or missing tags, cannot be refunded and will be sent back to you.

 View our general terms and conditions

 

Icon for questionHow 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

Read more about exchanging here

* Returned items that have been worn, washed and/or used, or returned with incomplete or damaged packaging, or missing tags, cannot be refunded and will be sent back to you.

 View our general terms and conditions

Icon for delivery_box_1Can I return my 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.

  • 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

Read more about exchanging here

* Returned items that have been worn, washed and/or used, or returned with incomplete or damaged packaging, or missing tags, cannot be refunded and will be sent back to you.

 View our general terms and conditions

About fast shipping and delivery

Icon for coinAre 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.

Icon for 24_hour_clockHow 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.

Icon for emailWill 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.
Icon for truckCan 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.

Icon for delivery_box_2Which 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.

Icon for global_shippingCan 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

Icon for mobile_paymentWhich 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.

Icon for coinCan 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

    Icon for shopping_bagHow 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…

    Icon for image_placeholderWill 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.

    Icon for 24_hour_clockCan 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

    Icon for questionWhy do some prices have a 'From…' price indication?
    Icon for notificationHow 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

    Icon for groupWho 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

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