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Need help?

If you don't find the answers to your questions below we are

available for contact via e-mail Monday to Friday 9am - 5pm CET. 

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Where is my order?

Hopefully on its way! You can keep track of your order with the tracking number provided in your Shipping Confirmation email.

Can I cancel my order?

If you wish to cancel your order, please contact us as soon as possible. If the order has already been shipped, you are required to receive the order and return the products back to us again. When we have received them, we will refund your payment.

Can I change my order?

If you wish to change your order, please contact us as soon as possible. We can only change an order that hasn't already been shipped. If the order has already been shipped, you are required to receive the order and return the products back to us again. Thereafter, we can help you place a new order with the right products.

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What is the delivery time?

All our orders are shipped out of our warehouse in New Jersey, USA.  Delivery normally takes about 2-5 working days from the time you receive the Order Confirmation. Delivery to destinations in Alaska, Hawaii and some rural destinations may take up to 5-7 business days from the time of dispatch.

What are the delivery costs?

The delivery costs depend on your order's destination. Any additional delivery costs will be displayed in the checkout.

Can I collect my order from a physical store?

Yes, you can! You will have to specify, at checkout, which of our 7 flagship stores from which you wish to collect your products.

Do I pay for VAT and customs?

There are no customs or import charges within the US. 

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How do I return my order?

If you wish to return your order, simply notify our customer service team via email customerservice@thecords.com and provide them with information of your order number, tracking number on the return shipping label, which product you wish to return and the reason for your return. Use the prepaid return shipping label included in the parcel to send the product back to us from your nearest post office. Click here to see our step-by-step returns process.

Have you received my return?

As soon as the warehouse receives and approves the return we will send you a confirmation of the returned products.

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How do I exchange an item I ordered?

Purchased products can be exchanged for a different size and/or color. Simply contact customer services and use the returns shipping label included with your order. Send the parcel back to us from your nearest post office. Place a new order for the product you wish to exchange for and we will send it free of charge. As soon as we receive your return we will refund you for it.

Can I exchange or return my order at a physical store?

Yes, you can always return your products to any of our flagship stores. Please note that all exchanges are based on stock availability at that location.

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When will I receive my refund?

If we approve your return, we will refund your order in full. Once we have processed the refund in our systems, you will receive the amount into your account within 3-5 business days.

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What payment options are available?

We accept American Express, Diners cards, Discover, Maestro, MasterCard, Visa, PayPal and various other local debit cards.

Why has my payment been refused?

Adyen is our Payment Service Provider and manages all of our banking transactions. The security check is high and therefore there are several possible reasons why a payment may be refused. Please consider using an alternative payment method such as PayPal, contact our customer service department, or visit us at one of our flagship stores and we will do everything we can to help.

Is my payment information safe?

Your payment is handled by Adyen with secure encryption under strict security regulations. Your card details are sent directly to the bank and cannot be read or accessed by anyone other than your bank.

When will my account be charged?

The amount or your order is reserved on your card the moment you place the order but the actual charge is processed when the order is shipped.

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What is a wale?

The size of the width of the corduroy material. That includes the number of ridges per inch.

What are the washing instructions for the products?

All of our garments come with specific washing instructions to help you keep your garment flawless. Our clothing is made exclusively from cotton and/or elastane, which means there is a maximum shrinkage of 5%.  

  • General information regarding corduroy material:
    Gentle wash at 86°F with similar colors. Both wash and iron inside out, at a low temperature.  
  • General information regarding jersey material:
    Wash T-shirts at 86°F on a gentle cycle, with similar colors.
    Wash sweatshirts at 104°F with similar colors.  
  • Please refer to the care label inside your garment for best results.

What is my size?

We have a wide selection of sizes for you to find the perfect fit. Here you will find our size chart.

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Do you use cookies?

Yes, we use cookies on the website to give you a better customer experience and support. Read our Cookies Policy for further information.

Do you save any personal information?

Yes, we do, but only according to applicable laws. We care about protecting your personal information and always strive to protect it in the best possible way. Please read our Privacy Policy for more detailed information.