FAQ

FAQ

Order information

Delivery information

Return information

Account

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Warranty

Maintenance

You may have seen a shoe or bag in another store that also sells our products. In this case, they may have purchased a different collection with products that we do not offer on the webshop. Additionally, we have an 'online only' collection available exclusively on our webshop. Check our store locator to see where else our products are available for purchase.

If you live in the Netherlands, Belgium or Germany, please follow the steps below to place your order. If you experience problems during the order process please contact us.

Ordering a product online in six steps

1. If you wish to order a product, first select the desired size, colour and number. NOTE: If you have a house number with an addition, use „-“ in the entry field between the house number and the addition. (e.g. 20 – A )
2. Place the product in your shopping cart via the grey button 'add to cart'.
3. When you are done shopping, click on the shopping cart in the top right corner of the screen. You will see an overview of your order.
4. Via the button 'proceed to checkout' you can complete the ordering process. First you will be asked to fill in your details. If you already have an account, you can enter your email address and password. If this is your first order you can either create a new account or proceed without an account. If you create an account, you won't need to fill out your address and other details during your next visits. If you proceed without creating an account, your details will only be used for this order and they won't be filed. 
5. Then select a delivery option.
6. Then select a payment method.

The delivery time is 2-5 working days, you will receive a track & trace code after your order is shipped. 

After ordering you will always receive an order confirmation, sometimes this e-mail ends up in your junk mail. Therefore, always check your junk mail first, if the e-mail did not arrive there please contact us.
The shipping confirmation is sent no later than the morning of the delivery day. Did you not receive an email on the delivery day? Then please contact our customer service. 

At this point you can only order products from our webshop if you live in the Netherlands, Belgium or Germany. Do you live in another country and would you like to order one or our products? At the moment it isn't possible to order from other countries, we hope to help you with this in the near future.

If you create an account your details are registered with us, so that when you place a new order you won’t need to fill out all the information again. If you order without an account we will only use your details for handling that one order. When you have an account and place your order with this account you can also always find your orders and track your order. 

It is not possible for us to change the address, because the order is prepared for shipment almost immediately.

It is not possible to cancel your order, as the order is prepared for shipment almost immediately.

You can view your order if you have an account. To check the status, go to My Account. Here you can enter your user name and password. Then go to your personal details. Under the header ‘my order’ you can check the status of the order.

If it reads that your order is being processed, this means that our webshop staff still has to handle the order.
If it reads ‘order picked’ our webshop staff have received the order and the order is being prepared for shipment.
If it reads ‘shipped’ you will receive an email about the shipment. Via the track&trace code that DHL will send to you, you can trace you parcel.

In the product specifications of all products, we provide what kind of maintenance product you need to maintain your items. You can also visit our maintenance page. If you have any questions about this, you can always contact our customer service, by sending an email or calling. Of course you can also ask your question via social media. Try to include the article number so that we can give you the most appropriate advice.

We advise you to report your complaint via the warranty page. We will then contact you as soon as possible. 

You can return a product that you ordered online via a DHL Parcel Shop. You can read more about this on the return information page.

Your return will be processed when it is received at our logistics center. The refund will always be processed as soon as possible and within 14 days after receipt in our logistics center. Do you still have questions about the status of your return? Please contact our customer service. Do not forget to include the track & trace code, otherwise we cannot proceed with your request.