Information about the authenticity of customer reviews

We collect customer reviews in 2 ways:

1. Reviews on individual products

New product reviews can only be submitted by customers who have bought that item from us.

Some time after the purchase our customers may be invited by email to review the item. The link in that email opens the review form for the underwear they bought; reviewing other items (not purchased in our store) is not possible.

Product reviews are generally published automatically in our shop – regardless of how many stars they have. A review is only withheld or removed for the factual reasons listed below. There is no rule by which good reviews appear faster or more easily than critical ones, and we never ask anyone to change a review afterwards.

Voucher for reviews
As a thank-you, we offer customers a 5% voucher after submitting a product review, at most one within 30 days. The voucher is given regardless of the star rating and of whether the review is positive or critical; we also point this out in our invitation to review. It is valid for one year and has no minimum order value; items on special offer are excluded from the discount. We identify this incentive directly wherever our product reviews are displayed.

How we verify authenticity
For every single review we check whether the same customer actually ordered that same item from us. Only if this check succeeds does the review appear on our overview page Customer reviews, where it is marked as a verified purchase. We never apply that label to a whole page.

Which reviews are not counted there
Older reviews from the time when a review was also possible without a prior purchase remain visible on the item pages, but they are not counted on the overview page. So that you can check this for yourself, we show both figures there: the average across all published reviews and the average across the verified ones.

When we withhold a review
A review is only withheld or removed for factual reasons: insults, spam or advertising, content that obviously belongs to someone else, personal data such as names, addresses or phone numbers, unlawful content, technical abuse, content unrelated to the reviewed item (for example a pure delivery complaint, which our customer service handles directly) and reviews that the author has replaced with a corrected review of their own. Never because we dislike its content. Every decision is recorded internally with its reason.

Display names and translations
We shorten names for publication, for example to “Sarah M.”. Email addresses, order numbers and customer numbers are never shown. Reviews written in another language are translated so they can be read in every one of our country shops; every translated review says so underneath.
 

2. Reviews about our store in general

These are collected via the independent service provider SHOPVOTE. SHOPVOTE uses automatic and manual measures to check that reviews are genuine. Reviews that are proven to be based on an actual purchase are marked by SHOPVOTE as a verified purchase.

All ratings, regardless of whether they are positive, neutral or negative, are published unless they violate the terms of use. We have no way to influence the rating submission and processing.

Information about the authenticity of customer reviews on SHOPVOTE can be found here.