Frequently Asked Questions

1. Visiting the shop

1.1 Should I make an appointment?

To visit the shop you do not need an appointment. Just check our opening hours.
If for any reason you want to come outside of opening hours, contact us to schedule an appointment

1.2 Can I still get advice if i can't get to the shop?
Yes, 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

1.3 Am I obliged to purchase a product if I visit the shop?
No, visiting the shop is without obligation. You are not obliged to make a purchase when you visit us

1.4 Can I take my product with me immediately after my visit?
Yes, all products you can buy on our website are in stock. If your desired product is not in stock, we can order your product

1.5 Can I pay for my purchase on the spot?
Yes, if you make a purchase, you can pay with bancontact, payconiq, debetcard, creditcard or cash

1.6 Can I bring someone?
Yes, no problem

1.7 Can I come by without an appointment?
Yes! Be sure to check our opening hours

2. Size selection

2.1 How do I know which size is right for me?
Take your measurements as described in the size chart added to the description of the product. Look in the diagram for the size that corresponds to your own measurements. If your measurements deviate from the schedule and if you would like personal advice, please contact us via the contact form.

2.2 If my measurements deviate from the size chart, what should I do?
If your measurements deviate from the size chart, please do not hesitate to contact us, either by phone or by e-mail

2.3 I am unsure about the size to order and would like to try on different products. Can I come over?
You are always welcome to visit our practice in Sint-Lievens-Houtem. We can only be visited by appointment because we like to take the time and help each customer personally. Contact us to schedule an appointment

2.4 My product is different from the same product I ordered some time ago. How is this possible?
We are constantly working to improve our products, which may mean that the fit or fabric is different from what you were used to before

2.5 My desired size is not in stock, what can I do?
Unfortunately, it can happen 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. You can send us your e-mail address with the desired product, you will receive a message when the product can be ordered again

3. Usage and product information

3.1 I find it difficult to get my product on, what should I do?
First of all, it is important to determine whether you have ordered the correct size. You can find a description of how to take your measurements in the size chart added to the description of the product. Look in the diagram for the size that corresponds to your own measurements

3.2 How long can I wear a binder?
We recommend that you don't wear a binder for more than 8 hours

3.3 Which binder is right for me?
Choosing a binder is very personal. Some people like to wear a short binder, others like a longer binder with the shirt binder. If you have wide hips, we recommend taking a short binder, because a longer model can roll up. If you have a slightly larger size, we do not recommend purchasing a belt model binder, because of sagging. For sports we recommend our Gym Binder. If you are still in doubt, you can always contact us

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

3.5 Which penile prosthesis 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 do I see the front and back of my binder?
The front and back of our binders are sometimes difficult to take apart. If the Danaë card is still attached, you can easily see it: the Danaë card 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 my binder?
Most 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 term. Our swim products are more resistant to water, you can find these specifically labeled as swimwear

3.8 Can I swim with my breast prostheses?
Most silicone breast prostheses are not suitable for swimming. Prolonged contact with chlorine, sea or other bathing water can affect the silicone wrap and damage the product in the long term

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. Prolonged contact with chlorine, sea or other bathing water can affect the foam and damage the product in the long term

3.10 Can I swim with my Mr. Limpy?
You can swim with the Mr. Limpy, but keep in mind that the material will weather faster 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 you use the Mr. Always limpy to roll in cornstarch to prevent it from sticking or getting dirty

4. Washing instructions

4.1 What is the best way to wash my corrective clothing such as binders and slips?
It is best to wash your products at 30 degrees. Often they contain 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 undergarments nice and white, we recommend washing them with your other white laundry

4.2 How do I keep my silicone penile prosthesis clean?
Silicone penile prostheses are easy to wash with lukewarm water and a small drop of mild soap. Dry the denture or let it dry on a towel

4.3 How do I keep my Mr. Limpy clean?
To keep your Mr. Limpy nice, soft and supple, we recommend washing it with lukewarm water and a small drop of mild soap. Then shake off the drops and roll the Mr. Limpy in a bowl of cornstarch and place the prosthesis on a towel to dry. Once the Mr. Limpy is dry, you can shake off the excess powder and Mr. Limpy is ready to use. Never use talcum powder or an aggressive soap. This will tear the material

4.4 How do I keep my STP clean?
An STP is easy to rinse under the tap with lukewarm water and a small drop of mild soap. Then you can let the STP air dry or dry it well with a towel

4.5 How do I keep my silicone breast forms clean?
The silicone prostheses are easy to keep clean by washing them with lukewarm water and a small drop of mild soap. To keep the dentures in good condition for longer, we recommend carrying them in a protective casing, such as the original box. Be careful with long nails and rings with sharp edges, because the material is sensitive and can tear

4.6 How do I keep my foam padding clean?
Products such as the foam penis padding are easy to keep clean by washing them by hand in lukewarm water and small drop of mild soap. Do not machine wash

5. Payment

5.1 How can I pay for my order?
You can pay for an online order via our secure payment system Stripe, Paypal or manual payment. Keep in mind that some payment methods may incur additional costs

5.2 Can I pay for an order afterwards?
You can pay for an order afterwards when you choose the manual payment method. You will then have the opportunity to pay for the product within 14 days. We will only send your order after we receive the payment

5.3 I am unable to pay via the payment method I have chosen. What should I do?
Please contact us so we can see if and how we can solve the problem

5.4 Can I pay in installments?
It is not possible to pay for your order in installments

6. Orders

6.1 I have ordered but have not received a confirmation email, what now?
We always send a confirmation email to the email address you have provided. This email may also end up in your spam. If you cannot find this email and are unsure whether your order has arrived correctly, please contact us

6.2 Can I cancel or change 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 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

6.4 Can I place an order by email?

Yes, by exception we accept orders by email or phone. We will create an order for you and send a payment request to your email

7. Shipping

7.1 How long does it take before I receive an order?
Once we have received your payment, it will take 2-3 business days for us to process and ship your order. From the moment of shipment it takes an average of 2 working days within Belgium, the Netherlands or Luxembourg before you receive your order. To countries within the EU you can count on an average of 5 to 8 working days. Shipping to countries outside the EU takes an average of 8 to 16 working days. For more information, please see Shipping & Returns

7.2 With which parcel company do you ship?
bpost and DPD to deliver most of our orders. We have no influence over the partners that these couriers work with abroad

7.3 How can I track my order?
When you've ordered with tracking, we always send you an email with the courier and their Track and Trace code. This message may also end up in your spam box. With this code you can track your order on the couriers website

7.4 I can't click a shipping option, what should I do?
We currently ship to almost all countries, with the exception of some countries. If you do not see shipping options, please contact us

7.5 Will my order be shipped discreetly?
Yes, all orders are sent in a box without logos. It is not visible from the outside of the box where the parcel comes from. Your privacy is of the utmost importance to us. We are obliged to state the required postal code, street and house number as the sender address so that a package, if undeliverable, can be returned by the courier

7.6 I have paid for my order but have not received it. What should I do?
You can contact us after the expected delivery time has past. This can be done by phone, email or through the contact form

7.7 I do not live in Belgium, the Netherlands or Luxembourg, can I still order a product?
Yes, 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. Also make sure that you provide us with your address as correct and complete as possible so that the parcel company can do its job as well as possible

8. Returns

8.1 If I have ordered the wrong size, can I return the product?
Yes, you can return a product provided it meets the conditions. A product may be fitted but not worn or washed. A detailed explanation of our return policy can be found under Shipping and Returns. If you are not sure which size would be best for you, please contact us. We are happy to help you choose the right size and model

8.2 Can I return an item for a refund?
Yes, you can return your order within 30 days for a refund, provided it is unworn, unwashed and the tag is still attached. Full terms and conditions can be found under Shipping & Returns. Products that come in sealed packaging may only be returned when the product is still in the packaging and have not been opened

8.3 How do I return an item?
You can return your product as follows:
Make sure your product meets our return conditions.
Pack your product neatly.
For a detailed explanation, see Shipping & Returns

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 may be that we have not yet received your return, or that we have not yet arrived at processing your return

8.5 If I want to return the product, are the shipping costs for my own account?
Yes, the shipping costs and cleaning of a return are for your own account. For a detailed explanation of our return policy, please see Shipping and Returns

8.6 Can I return my product later than 30 days?
In principle, the rule applies that you have 30 days to return your item, as stated on the Shipping and 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

9. Gifts

9.1 Can I order a product for someone else and have it sent as a gift?
When ordering a product, you can indicate whether you want your order sent as a gift. Mention the option "Giftwrap" in the comments of the checkout. 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 buy a gift certificate from you?
Click here to buy a gift certificate

9.3 Can I return my product if I paid for it with a gift certificate?
It is possible to return your product if you have paid for it with a gift certificate. note: it is not possible to transfer the amount to your account, we will refund the amount as a gift certificate

10. B2B

10.1 I am a retailer and want to sell your products, is that possible?
We deliver to retailers all over the world. We do this via our webshop with specific discount codes. Do you want more information? Send an email to norah@gendergender.com

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 suitable industry

10.3 Is there a minimum purchase for B2B orders?
We use a minimum amount of €200 for B2B orders. This amount does not include shipping costs