Appointments
Can I make an appointment with you?
Yes! We have a few locations where you can try our items. Below is a list of retailers and how you can make an appointment:
1. Re-love in Geel (Belgium) https://gendergender.com/en/visit-re-love)
2. GenderGender in Ghent (Belgium (https://gendergender.com/en/visit)
3. Tailbone in Rotterdam (The Netherlands), Appointment only (https://calendly.com/tailboneshop/transmissie-binder-fitting)
4. Eluniek in Wijchen (The Netherlands) Contact: untag@eluniek.nl
If you want to come by our office in Diemen we have availability on Tuesdsay, Thursday and Friday from 10.30 to 13.30. Do any of these days suit you? Then you can send an email to service@untag.com so we can check the next available appointment for you.
Can I still get advice even though you're fully booked?
Sometimes our agenda unfortunately fills up quickly, but luckily we are still able to give you advice. You can contact us via e-mail, our contact form or our social media.
To be able to give you advice we need some extra information:
- Which product(s) do you want more information about?
- Can you share the following measurements with us: bust, underbust, waist, hips, height. If you don’t know how to take your measurements, click here.
With this information we can help you as best we can. Don’t hesitate to contact us, we’re here for you!
Is my appointment online or in person?
Usually all appointments take place at our office in Diemen. If needed it is also possible to have the appointment take place online. You can discuss this when scheduling your appointment.
Am I obliged to make a purchase during my appointment?
Not at all, making an appointment is without any obligations. You do not have to make a purchase when visiting us. We do however appreciate it if you cancel your appointment if you’re unable to make it, this way we can spend this time helping someone else in need.
Can I take my new product with me right after my visit?
Unfortunately not. We are working with a distribution center. Because of this we only have try on products. We will try to ship your product within 1-2 working days. When your product needs to be tailor made, we use a period of 4 weeks. Some prosthetics have a longer delivery time as well.
How can I pay?
We accept both cash or card.
Do I have to pay for my purchase during the appointment?
If your product needs to be altered or you buy an item from our sale, then we do ask you to pay right away. If you place an order that will be shipped to you later then you can pay at another moment. We will send you an invoice, and after we receive the payment we will start preparing your parcel.
Can I bring someone for support?
Bringing one extra person to your appointment is not a problem. Please let us know in advance if you plan on bringing someone!
Can I come by without an appointment?
No, you can't visit us without an appointment.
Sizing
How do I figure out my size?
To figure out your size go to our sizing & fitting page. Take your measurements and 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!
What can I do if my measurements deviate from the size chart?
If your measurements differ from the size chart, we advise you to contact us so we can help you figure out your size.
I'm not sure which size I should order, can I come by to try your products on?
You’re always welcome to visit us. However, visits are only possible by appointment, because we like to take our time with each customer. Please contact us to make an appointment. Our e-mail address is service@untag.com, or you can reach out via our contact form or our social media channels.
My desired size isn't in stock, what can I do?
It's possible that the product you're looking for is sold out in your size. We try to restock as often as possible, after which you'll be able to place your order. To be alerted when your product is back in stock, you can leave your e-mail address with the product.
The product I received is different from the same product I ordered in the past, how is that 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 you've ordered previously. If you're unsatisfied with your new product, please contact our customer service.
How can I tell if my product fits well?
If you've purchased a binder, you can check if it fits correctly by doing the following things: try to fit two fingers underneath the shoulder straps, and underneath the waist band. If you can comfortably insert the two fingers, the binder probably isn't too tight. If the two fingers can fit too easily, it might be too big. You can also check if there are any seams that are digging into your skin, or if you feel discomfort or pain.
If you've purchased tucking underwear, you can find out if the product fits well by checking in how the seams feel. If the seams of the undies are digging into your skin, or if you feel restricted in your movement, this is a sign the item might be too small. If you feel any pinching or if you lose sensation in your genitals, this is also a sign that your item is too small.
I'm right in between two sizes in the size chart, what can I do?
If two out of three of your sizes fall into one category, choose the size that the two sizes match with. If your underbust is bigger than your bust, then always go for the size that matches your underbust. If you’re unsure which size to choose, feel free to contact our customer service.
Use and product information
I'm having trouble putting my item on or taking it off or I don't understand how my product works, what can I do?
Firstly it's important to figure out whether you've got your item in the right size. Check our size chart on the sizing & fitting page. If you've chosen the right size and you're still experiencing trouble, or if you're looking for instructions for non-wearable items, go to the product manuals page.
How long can I wear a binder?
We recommend that you never wear your binder for longer than 8 hours. More information about binders can be found in our binder guide. This page will explain everything you need to know about binders.
Which binder is right for me?
Choosing a binder is very personal. We advise you to read our binder guide for more information on how to choose a binder.
Which breast prosthetics are right for me?
Choosing breast prosthetics is very personal and depends on your own wishes, the purpose for which you want to use the prosthesic, and your build. For personal advice, we recommend that you contact us!
How can I tell the front and back of my binder apart?
The label is always attached in the neck seam of the garment. The side where the label is attached is the back side. If you have untagged your binder you can try looking at which side has deeper cut armholes: the armholes are cut deeper on the backside to give your shoulders more freedom of movement.
Can I swim in a binder?
Officially our regular binders are not made to swim in. Prolonged contact with chlorine-, sea- or other bathing water can affect the fabric and damage the product in the long run. However, we do offer a range of swim binders. You can find these under the category 'swimwear'.
Can I swim with my breast prosthetics?
The silicone material of our breast prosthetic is suitable for swimming.
Can I swim with my foam penis padding or foam breast pads?
Our foam paddings are slightly water-repellent and can be used in water. However, we do not guarantee the durability of the product with prolonged use in water.
Can I swim with my packer?
You can swim with your packer keep in mind that the material will deteriorate quicker due to chlorine or seawater. We recommend that after swimming with your packer to roll it in cornstarch to prevent it from sticking or getting dirty.
What's the difference between Standard and Extra Strong?
Extra Strong products have an extra panel of fabric. This is good for people who might have more breast mass to flatten or who have firm breasts in case of binders, or who have larger genitals or who want an extra flat tuck in case of tucking undies. If you're unsure which material to get, please contact our customer service.
Why can't I find the Mr. Limpy packer on your website anymore?
The reason we've stopped offering the Mr. Limpy penis packer is because it is not available in multiple colors. We want to be as inclusive as possible, which is why we've decided to stop the sales of Mr. Limpy prosthetics. Our penis packer matches the quality of the Mr. Limpy packer, so you won't have to feel worried about its performance! You can find our penis packers by clicking here.
Washing & cleaning
How do I wash my top or slip?
It’s best to wash your item at a maximum of 30 degrees. We often use elastic fabrics with a blend of elastane and polyamide. These fabrics can’t be washed or tumble-dried at high temperatures, so we also advise against putting them in the dryer. Don’t use too much laundry detergent, a little goes a long way! Preferably let the item dry flat. To keep your white items as they are, wash these with your other white items.
How do I clean my penis prosthetic?
Penis prosthetics can easily be cleaned with lukewarm water and mild soap. Dry the prosthetic and leave it to dry on a towel. Be careful with sharp nails. We advise you to roll the packer in a cup of corn starch after washing, to prevent it from getting sticky or dirty.
How do I clean my silicone breast prosthetics?
You can easily clean your breast prosthetics with lukewarm water and mild soap. You can keep the prosthetics look good for longer by wearing them in a pouch, such as our prosthetic pockets. Be careful with long nails and rings when handling your prosthetics - the material is sensitive and can tear when handled incorrectly.
How do I clean my silicone torso?
The silicone torso is easy to keep clean. Wash it with lukewarm water and a mild soap if needed. After rinsing, shake off as much water as you can and let the torso dry on a towel. Lastly, rub some talcum powder on the torso.
How do I keep my foam paddings clean?
The foam paddings 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 paddings on a towel to dry and do not tumble dry.
Sustainability & production
What are you doing to prioritize sustainability?
We try our best to ensure that the materials and people involved in the production of UNTAG products adhere to ethical practices and contribute to a greener future and waste reduction. Besides our goals to produce in an ethical way, the UNTAG team always makes sure our items do not end up in landfill. For example, we often work on a pre-order basis to prevent overproduction, we find ways to repurpose unused items or we donate items to the community. We are dedicated and working diligently to become more sustainable as we grow.
The fabrics of our items originate from European supplieres, and the items are also manufactured in Europe. This prevents the materials from being unnecessarily transported around the world. On top of that we often use deadstock materials, making the most out of the stock we already have.
Is your packaging sustainable?
When possible we use packaging that is made from 100% biodegradable materials.
Are your items ethically made?
UNTAG items are made under fair working conditions at a location in Eastern Europe, where a team of dedicated experts carefully craft our items. This manufacturing process is done under European standards
Payments
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.
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 for the product within 14 days of receipt. For the payment method Klarna we charge € 4.95 administration costs. Please note that these costs will not be refunded when you return a product and forego the purchase. You then remain obliged to pay the € 4.95 administration fee.
I can't pay via the payment method I have chosen. What should I do?
Contact us so that we can see if and how we can solve the problem.
Can I pay in installments?
It is not possible to pay in installments.
Orders
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.
Can I change or cancel my order?
If you want to change or cancel your order, please contact us. It’s not possible to change or cancel your order if it is already being processed or dispatched.
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.
Can I place an order via e-mail?
It's not possible to place your order via e-mail. All orders must be placed via the website.
Shipping
How long will it take before I receive my order?
As soon as we receive your payment we will try to ship your order within one working day. If you order a tailored item then you will have to take about 4 weeks of production into account. From the moment of shipping to the moment you receive your order it takes about:
- Two working days within the Netherlands
- Five to eight working days within the EU
- Eight to sixteen days for countries outside the EU
For more information you can go to our page ‘Shipping & Returns’.
Which postal company do you use to ship my order?
Depending on the country you are ordering from you will be shown different carriers that can ship your parcel. The carriers we work with are:
- PostNL
- DPD
- DHL
- GLS
- UPS
- FedEx
- Deutsche Post
You will be able to choose a carrier at checkout.
How can I track my order?
When we ship your order, we send an automatic email with a 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 carriers' website.
I can't select a shipping method, what can I do?
We currently ship almost worldwide, with the exception of some countries. If you do not see shipping options, it is unfortunately not possible to order from us.
Will my order be shipped discreetly?
All orders within the EU are shipped in a white or brown box without logos. On the outside of the package it is not visible where the package comes from. 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.
For orders outside of the EU we are obliged to add the content of the box to the label, which is visible in small letters. Please be aware of this if you're ordering from a place where you might not want others to know what is in your package.
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".
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 some time before you receive your order if you order from outside of Europe. Make sure that you provide us with your address as correct and complete as possible so that the postal company can find your address.
The status of my parcel is 'delivered' but I haven't received my order, what can I do?
Sometimes the postal company marks parcels as delivered even though they have not been delivered. Please wait two days - if you have not received your parcel after that please contact us! Also make sure to check if the parcel was delivered to your neighbours.
I've made a mistake with my address details, can I change this?
Please contact our customer service. If your parcel hasn't been shipped yet we might be able to correct the mistake.
Returns
I ordered the wrong size, can I return the product?
You can return a product within 30 days if it meets our conditions. A product can be tried on to check the size, but can't be worn, and the tag must still be attached. For a detailed explanation see "Shipping and Returns". 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.
Can I return my product for a refund?
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. Items that come in a sealed bag can only be returned if it hasn't been taken out of its package, and if the seal is unbroken.
Do I have to pay shipping costs for my return parcel?
We ask you to pay a small fee when creating your return shipping label. Depending on the country you're returning your parcel from, you will be shown different shipping fees. Click here to visit our 'Shipping & Returns' page if you want an overview of these costs.
How do I return an item?
To initiate a return, please register your return via our return portal. There you can create a returns label for your return.
1. Go to: https://UNTAG.montareturns.com/
2. Enter your order number and e-mail address to start the return process.
3. Select the items you want to return, select the correct quantity, and choose your return reason. Add a comment if necessary.
4. Choose your preferred shipping method. You will be charged a small amount of money to create your return label. Go to the 'Shipping & Returns' page for an overview of these costs per country.
5. Check your details and confirm your return.
6. Choose a payment method to pay for your return label.
7. Pack your product in the original box or other sturdy packaging. Make sure to add an indication of your name and order number in your return package.
PLEASE NOTE: we cannot process the return without an indication of origin.
8. Send your return package with the correct carrier.
For a detailed explanation, see the Shipping & Returns page.
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.
Can I return my product if I have exceeded the 30-day period?
Technically, the rule applies that you have 30 days to return your product, as stated on the 'Shipping & Returns' page. If for any reason you are unable to return your product within this period, please contact us. In some cases we can make an exception!
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.
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.
Presents
Can I order a product for another person and have it sent as a gift?
You are always free to place an order for a friend and have it shipped to their address, but we don't offer a gift wrapping service.
Can I purchase a gift card?
Can I return my item if I've purchased it with a gift card?
It is possible to return your product if you have paid for it with a gift card. Please note:it is not possible to transfer the amount to your bank account, we will refund the amount to the gift card.
Wholesale
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. If you're interested, you can visit our webshop: www.b2b.untag.com. Do you need more information? Please send an email to b2b@untag.com
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)
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.