Customer service

 

You are always welcome in our workshop in Amsterdam to try and view our products. In order to help you as personally as possible, you can visit the studio by appointment only. Always make an appointment before you set off. For all information and questions regarding your order, please contact our customer service via our contact form, by email or telephone. Before asking your question, please check the frequently asked questions first!

Danaë Kurvers Trans-Missie
Visseringweg 3A 
1112AS Diemen
The Netherlands

Email: [email protected]

Opening hours atelier:
Ma. until Friday from 8.00 to 16.30
Visits only in consultation

1 Appointments
1.1 Can I make an appointment with you?

It is possible to make an appointment with us, click here to view our calendar. When making your appointment, please state which product you're coming for so that we can prepare.

1.2 I don't see any time slots in your agenda, what can I do?

If you do not see any available time slots, this means that we are unfortunately fully booked for the coming period. We publish new timeslots every few weeks, so we encourage you to keep an eye on our calendar.

1.3 Can I bring someone to my appointment?

Bringing one extra person to your appointment is not a problem. 

1.4 I see that you're fully booked, can I still get advice?

When we are fully booked you can of course always contact us. It is often sufficient if you send us your measurements by e-mail, on the basis of which we can give you advice. Feel free to send us an email if you need sizing advice!

1.5 Am I obliged to make a purchase during an appointment?

Making an appointment is without obligation. You do not have to make a purchase when visiting us!

1.6 Can I take my product with me immediately after I have visited?

This depends on the product you purchase and whether your desired product is in stock. If your product is not in stock, we will try to ship your product within 3 - 5 working days. When your product needs to be tailor made, we use a period of 6 - 10 working days.

1.7 Can I pay immediately?

When you make a purchase during your appointment, you can pay with pin or cash. It is also possible to pay afterwards, then we will prepare an invoice for you.

2 Sizing
2.1 My desired size isn't in stock, what can I do?

It is possible that the product you want to order is sold out. Often it will be back in stock within a few days, and you can still order it. If this is not the case, please contact us!

2.2 How do I know which size is right for me?

Take your measurements as described on the size chart pages; He/They>size chart, She/They>size chart, Kids He/They>size chart, Kids She/They>size chart or Gynecomastia>size chart. Look at the diagram for the size that corresponds to your own measurements. If your measurements differ from the scheme and you would like personal advice, please contact us via the contact form.

2.3 If my measurements deviate from the measurements in the size chart, what should I do?

If your measurements differ from the size chart, please contact us by telephone or via the contact form. We also offer the possibility of having an item tailor made. You can indicate this when ordering the desired product, after which you can enter your measurements. It takes approximately 5 working days before we have a "tailor-made" product ready for shipping.

2.4 I am uncertain about the size to be ordered. Can I visit Trans-Missie to try different models?

You are always welcome to visit us in our studio in Amsterdam. However, it is not possible to visit without an appointment, because we like to take the time and help each client personally. You can schedule a visit in our agenda, click here for the link.

2.5 The product I received is different from the same product I ordered a while ago. How is this possible?

We are constantly working on updating our products and creating the best possible fit. This means the fit or the fabric can differ from the same product ordered previously.

3 Use and product information
3.1 I'm having difficulty putting on my product, or taking it off. What can I do?

First it is important to determine whether you have ordered the right size. You will find a description of how to take your measurements and the size charts under the following pages: He/They>size chartShe/They>size chart, Kids He/They>size chartKids She/They>size chart or Gynecomastia>size chart.  If you have chosen the right size, please refer to "User manual products" for a detailed explanation of how best to put a product on.

3.2 How long should I wear a binder?

We recommend that you never wear a binder for more than 8 hours. More information about wearing a binder can be found under: He/They>binders. At the bottom of this page you will find more information about binders.

3.3 Which binder is right for me?

Choosing a binder is very personal. Some people like to wear a shorter binder, such as the Short Binder, others like to flatten their hips with the Shirt Binder. If you have wider hips, we recommend opting for a short binder, because a longer model can roll up. If you have a slightly larger size, we do not recommend purchasing a Band model binder, because there is a possibility of it sagging. For sports we recommend our Gym Binder. If you are still in doubt, you can always contact us.

3.4 Which breast prosthetics are right for me?

Choosing the right breast prostheses is very personal. Some people like to have a slightly fuller bust, others want a more medium size. If you have a broad chest we recommend purchasing the triangle prostheses, if you have a narrower chest we recommend purchasing the oval prostheses. If you are still in doubt, you can always contact us!

3.5 Which penis prosthetic is right for me?

Choosing a penile prosthesis is very personal and depends on your own wishes, the purpose for which you want to use the prosthesis and your build. For personal advice, we recommend that you contact us!

3.6 How can I tell which is the front and which is the back side of my binder?

It can be a little difficult to tell the front and back of our binders. If the tag is still attached, you can easily see it: the tag is always attached to the front. Another tip is to see which side has deeper armholes: the back has deeper cut armholes to give the shoulder blades room to move.

3.7 Can I swim with a binder?

Officially, our binders are not made for swimming. Prolonged contact with chlorine-, sea- or other bathing water can affect the fabric and damage the product in the long run. Our swimming products are more resistant to water, you can find these under: He/They>swimwear.

3.8 Can I swim with my breast prosthetics?

The material of the silicone breast prosthetics is perfectly suitable for swimming.

3.9 Can I swim with my foam padding?

The foam pads, such as the foam penis padding and the foam penis padding with shape, are slightly water-repellent and could therefore be used in water. However, we do not guarantee the durability of the product with prolonged use in water.

3.10 Can I swim with the Mr. Limpy?

You can swim with the Mr. Limpy, but keep in mind that the material will deteriorate quicker due to chlorine or seawater. Customer experiences also show that the mr. Limpy can become more compact over time, with intensive use. The product retains its shape and structure but becomes slightly smaller. The material "shrinks" as it were. We recommend that after swimming the Mr. Always limpy to roll in cornstarch to prevent it from sticking or getting dirty.

3.11 How do I put on my silicone torso?

First, turn the silicone torso inside out. Use talcum powder on the skin and on the inside of the torso to facilitate donning. The edges are very thin and therefore fragile. Handle with care to avoid cracking.

See below in which order you can best put the product on:

4 Washing instructions
4.1 How do I wash my top or slip?

It is best to wash your products at 30 degrees. We often use elastic fabrics with a blend of elastane and polyamide. These fabrics are not suitable for washing or drying at very high temperatures, so we recommend that you do not put the products in the dryer. Do not use too much detergent during washing. To keep your white underwear nice and white, we recommend washing it with your other white laundry.

4.2 How do I keep my silicone penis prosthetic clean?

Silicone penile prosthetics are easy to wash with lukewarm water and mild soap. Dry the prosthetic with a towel or let it air dry on a towel.

4.3 How do I keep my Mr. Limpy clean?

To keep your Mr. Limpy beautifully soft and smooth, we recommend washing it with lukewarm water and mild soap. Shake off the drops, roll the Mr. Limpy in a cup of cornstarch and lay the prosthesis on a towel to dry. As soon as the Mr. Limpy is dry, the excess powder can be shaken off and it's ready for use! Never use talcum powder or an aggressive soap. This will cause the material to crack.

4.4 How do I keep my StP prosthetic clean?

For a detailed description of the care of StP products, you can look at the description of the desired product. An StP is easy to rinse with lukewarm water and a mild soap. Let the StP air dry, or dry it thoroughly with a towel.

4.5 How do I keep my silicone breast prosthetics clean?

The silicone prostheses are easy to keep clean. Wash them with lukewarm water and a mild soap. In order to keep the prosthetics looking good for longer, we recommend wearing them in a pouch, such as our "prosthetic pocket". Watch out with long nails and rings with sharp edges when handling the prosthetics. The material is sensitive and can tear.

4.6 How do I keep my foam padding clean?

Products such as the foam penis padding or the foam penis padding with shape are easy to keep clean by washing them by hand in lukewarm water and mild soap.

4.7 How do I keep my silicone torso clean?

The silicone torso is easy to keep clean. You do this with water and, if necessary, a neutral soap. When you have rinsed the torso well and made it soap-free, shake off as much water as possible from the torso. Finally, pat it dry with talcum powder.

4.8 How do I keep my foam breast prosthetics clean?

The foam breast prosthetics can be washed with lukewarm water and a drop of mild soap. Do not use too much soap, this is not good for the material. Lay the prostheses on a towel to dry. Be careful when handling a prosthetic, the material can tear.

5 Payments
5.1 How can I pay for my order?

You can pay via our secure payment system Mollie, Klarna or Paypal. Under "Payment methods" you will find a detailed explanation of the different payment methods. Keep in mind that some payment methods may include additional costs.

5.2 Can I order a product and pay later?

You can pay an order later when you choose the payment method Klarna. You will then have the opportunity to pay the product within 14 days of receipt. For the payment method Klarna we charge € 4.95 administration costs. Please note that you will not receive these costs when you return a product and forego the purchase. You then remain obliged to pay the € 4.95 administration fee.

5.3 I can't pay via the paymentmethod I have chosen. What should I do?

Contact us so that we can see if and how we can solve the problem.

5.4 Can I pay in installments?

It is not possible to pay in installments.

6 Orders
6.1 I placed an order but I didn't receive a confirmation email. What can I do?

We always send a confirmation email to the email address you provided. This email may also end up in your spam box! If you cannot find this email and are unsure whether your order has arrived correctly, please contact us.

6.2 Can I change or cancel my order?

If you want to cancel or change your order, please contact us. When your order has already been shipped, it is no longer possible to cancel or change your order.

6.3 Can I place an order via email?

It's not possible to place your order via email. All orders must be placed through the website. 

6.4 An item is missing from my order, what can I do?

If an item is missing from your order, please contact us so we can resolve it for you.

7 Shipment
7.1 How long will it take before I recieve my order?

Once we have received your payment, it takes 6-10 business days for us to process and ship your order. If you order a "tailor-made" product, you have to take into account that it takes about 14 working days to manufacture your product. This extended production time is a result of COVID-19. Trans-Missie does everything in its power to limit this as much as possible.

From the moment of shipment, it takes on average 2 working days in the Netherlands before you receive your order at home. You can count on an average of 5 to 8 working days to countries within the EU. Shipping to countries outside the EU takes an average of 8 to 16 business days. For more information, please see "Shipping & Returns".

7.2 Which postal company do you use to ship my order?

We work with PostNL to deliver all our packages. We have no influence over the partners that PostNL works with outside of the Netherlands.

7.3 How can I track my order?

When we ship your order, we send an automatic email with the PostNL Track and Trace code. This message may also end up in your spam box! This code can be used to track your parcel on the PostNL website.

7.4 I can't click on a shipping method, what can I do?

We currently ship to almost all countries, with the exception of some countries. If you do not see shipping options, it is unfortunately not possible to order from us.

7.5 Will my order be shipped discreetly?

We ship all orders in a white or brown box without logos. On the outside of the package it is not visible where the package comes from. Your privacy is of the utmost importance to us. We are obliged to mention the required postcode, street and house number as the sender address so that a package, if undeliverable, can be returned by the postal company.

7.6 I have paid for my order but haven't received it yet, what should I do?

Please contact us as soon as possible. This can be by telephone, via the contact form or via "my account".

7.7 I don't live in the Netherlands, can I still place an order?

We ship worldwide. You can order products from (almost) anywhere in the world via our website. You should keep in mind that it can sometimes take a few weeks before you receive your order. Make sure that you provide us with your address as correct and complete as possible so that the postal company can find your address.

8 Returns
8.1 If I have ordered a wrong size, can I return the product?

You can exchange a product if it meets our conditions. A product tried on to check the size, but not worn. For a detailed explanation see "Shipping and Returns". If you wish to return a product and receive another size instead, please indicate this on the return form that you received when you placed your order. If you're unsure which size is best for you, please contact our customer service. We are happy to help you choose the right size and the right model.

8.2 Can I return my product for a refund?

You can return your order within 2 weeks for a refund, provided it is unworn, unwashed and the tag is still attached. Full terms and conditions can be found under Shipping & Returns. Items that come in a sealed bag can only be returned if it hasn't been taken out of it's package, and if the seal is unbroken.

8.3 How do I return an item?

You can return an item as follows:

Register the product as a return in your account, select the return reason and indicate whether you want to receive a refund or whether you want an exchange.

Send the product to:

Danaë Trans-Missie

Visseringweg 3A

1112AS Diemem

Netherlands

If you do not have an account, or can no longer log in, you can still return it by sending it to the above address.

Always enclose the old packing slip or invoice, so that we can find your order number and name in our system.

For a detailed explanation, see the Shipping & Returns page.

8.4 What is the status of my return?

You will receive a message from us when we process your return. If the status remains unchanged, it's possible that we have not yet received your return, or that we have not yet processed your return.

8.5 If I want to return a product, are the shipping costs at my own expense?

Yes, the postage costs for a return shipment are at your own expense. If you want to exchange the product, we will take care of the postage costs for sending the new product. For a detailed explanation of our return policy please refer to "Shipping and Returns"

8.6 Can I return my product if I have exceeded the two week period?

Technically, the rule applies that you have 14 days to exchange, as stated on the 'Shipping & Returns' page. If for any reason you are unable to exchange within this period, please contact us. In some cases we can make an exception!

8.7 Have you received my return?

If the status of your return is still 'new', this means that we have not yet received your return, or have not yet processed it. If you are not sure whether we have received the package, please contact us.

8.8 I don't have an account, can I still return an item?

You can also return your order without an account. Send it to us and add a note or the old packing slip in the package with your name and order number, and your return wish.

9 Presents
9.1 Can I order a product for another person and have it sent as a gift?

When ordering a product you can indicate that you want your order to be sent as a gift. Choose the "Giftwrap" option in the Checkout. You can then choose which gift wrap you want your order to be packaged in and you can add a personal message to your gift. Of course it is possible to have the product sent to a different shipping address than the billing address.

9.2 Can I purchase a gift card?

Click here to purchase a gift card.

10 Wholesale
10.1 I am a retailer and want to sell your products, is that possible?

We manufacture our products for and deliver to retailers around the world. To do so you can visit our webshop: www.transmissieb2b.com. Do you need more information? Please send an email to [email protected]

10.2 What conditions do I have to meet to sell your products?

To sell our products you must:

- have a shop or webshop in a adequate industry.
- be in possession of a valid Chamber of Commerce number.
- be in possession of a valid VAT number. (only applies to companies located within the EU)

10.3 Is there a minimum order amount for B2B orders?

We use a minimum amount of € 200 for B2B orders. This amount does not include shipping costs.