close

FAQ

Do you have a question? It might be included in the top 10 FAQs. If it isn’t, please check our contact details and call us or send us an email.

I have seen a Fred de la Bretoniere bag or shoes in the shop, but you don’t sell it via your website; why is that?

In our webshop we only sell the collection that we also carry in our own Fred de la Bretoniere and Shabbies Amsterdam stores. You may have seen the shoes or bag in another store that sells our footwear and accessories. These sometimes sell a different collection from the one we sell in our own stores. Our website gives you a list of stores and webshops that also carry our footwear and accessories.

How can I place an order?

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.

What is the delivery time?

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

How come I haven't received an order confirmation or shipping confirmation?

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. 

Which countries do you ship to?

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.

What is the difference between ordering with and without an account?

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. 

What should I do if I entered the wrong address when I placed my order?

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

Can I cancel my order? 

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

How can I check the status of my webshop order?

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.

I would like to know how to maintain my bag or shoes; who can I ask?

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.

I recently ordered a pair of shoes, but there is something wrong with them. Who should I tell?

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

How can I return a product?

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.

How long will a refund of my return take?

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.