Frequently Asked Questions
- How do I create an account?
- Can I order by telephone?
- How do I order?
- How can I find out if a product is actually in stock?
- What are your delivery times?
- What if I don’t like a product? If I’m not totally satisfied with a product, how much time do I have to return it?
- Bargain and Special Offer products are not eligible for refunds but may be exchanged for another size, model or non-time limited voucher?
- I ordered a product but the size is wrong?
- I have received my order but one of the products has a fault.
- Is payment by Credit Card really secure?
- How can I stay informed about new products and promotions?
How do I create an account?
Your account will be automatically created when you place your first order. If you only want to be kept informed of new products and promotions, you can subscribe to our Newsletter.
Can I order by telephone?
Yes, you can contact us during opening hours (10 - 6 pm) Tuesday - Saturday without interruption, Mondays from 1 pm.
Our assistants are available to offer advice and take your order directly by telephone on 003242331104 (national call rate)
If you contact us outside of our opening hours or if we are unable to answer your call immediately, please leave a message on our answer machine with your telephone number and the subject of your enquiry, and we will return your call as soon as possible.
How do I order?
Two options :
You can either contact us on 003242331104 (during shop opening hours) to place your order by telephone, or place your order directly on our website (available 24/7). Simply locate the product in which you are interested in our online catalogue, and:
- Select your size
- Click on "Add to basket".
- If you would like to continue shopping, click "Continue shopping" and repeat the above steps for each product you want to order.
- Once you have finished shopping, simply click on "Checkout" or "View my basket" at the top right of the screen and follow the instructions.
How can I find out if a product is actually in stock?
" Availability of products:
Our shop being both online and physical, a product may occasionally be simultaneously sold both in our shop and on our website, and therefore be unavailable when you have completed your order. If an product you have ordered is unavailable, you will be informed as soon as possible and given the option of cancelling your order. You will then be able to choose between having your money refunded (within 48hrs of payment) or to exchange the product.
" What are your delivery times?
Orders are processed the same day when received during shop opening hours, or on the next working day if received at the weekend or on a public holiday. Depending on when we receive your order, it will be dispatched to you the same day or the following morning.
If products are in stock and have been paid for online by credit card, delivery times, counting from the time the order is placed, are as follows:
- For deliveries in Belgium via GLS: within 48hrs (postal service).
- For deliveries in France and Europe in general: within 4 - 8 days.
We will send you a confirmation e-mail when your order has been sent, indicating the dispatch date of your package.
Deliveries are sent via GLS (with order tracking and customer signature on reception), Monday - Saturday, exc. public holidays
Further detailed information is available in our Delivery section.
What if I don't like a product? If I'm not totally satisfied with a product, how much time do I have to return it?
We guarantee complete satisfaction for all our products and services. In accordance with current legislation, you have 28 days (from the delivery date) in which to request an exchange or refund for your order if you are not entirely satisfied with it.
" The above only applies to products returned in their original packaging, in new condition, and not worn or used. Please state the reason for your return and your preference (exchange, refund or voucher). You are responsible for the cost of return postage and all risks relating to the return of the product (loss or damage).
Bargain and Special Offer products are not eligible for refunds but may be exchanged for another size, model or non-time limited voucher.
Please note: We cannot accept:
- product that has not been returned intact in its original packaging.
- Packages which do not include any sender identification (order n°, name, first name, address), details that are indicated on the order form.
I ordered a product but the size is wrong?
You have 7 days in which to try on your product(s) ordered. If you are not satisfied with any of them and require another size, simply return the product(s) concerned and notify us as soon as possible of the exchange via e-mail or telephone so that we may quickly reserve another size for you. We do not cover the return and resending cost of postage for the exchange - however, if the product is not part of any promotional offer, the new size will be sent to you free of charge.
I have received my order but one of the products has a fault.
Don't worry, simply return the product, indicating the reason for the return. On reception we will send you a replacement free of charge or refund you the full amount plus the cost of return postage within 48hrs.
We aim to provide the highest standards of customer service, and all our products are NEW, but please remember that our customers regularly try on our shoes in our physical shop, and the latter may therefore bear slight marks on the underside of the sole caused by contact with the floor.
Is payment by Credit Card really secure?
You can pay in complete security on our website. We use OGONE and PAYPAL secure payment systems so as to protect all data involved in this payment method as effectively as possible. Your credit card number is never revealed to us. Since we do not have these numbers in our possession, you are also protected against the risks of online fraud.
Accepted payment methods are: Paypal, Visa, Mastercard, Ogone and bank transfers.
We do not accept cheques!!!
How can I stay informed about new products and promotions?
If you are already a customer you will be automatically informed by e-mail of the latest new products. Otherwise, simply subscribe to our Newsletter.