Returns

Shoes purchased in the Shoesme Official online store can only be returned to the provided return address and not at a Shoesme Stockist. Shoes that you have purchased at a Shoesme Stockist can be returned or exchanged at the same shop. Also in case of any complaints about the shoes bought, you can go to the store where you bought those shoes from.

1. Right of withdrawal

If the shoes do not fit or meet the expectations, then you can of course send them back. The shipping costs of the returns for you, the customer, are for you to pay. You have the right to terminate the contract within 14 days after delivery, without giving any reason (right of withdrawal). In order to exercise the right of withdrawal, you must inform us by means of an unequivocal statement that we will revoke the agreement. You can use the model withdrawal form for this, but you are not obliged to do so. To speed up the return process, we ask you to use our return form that you have received in the package.

2. Return procedure

After sending the cancellation notice you have 14 days to actually return the items to us.

When you receive your order you will receive a return form and an address sticker. For a simple and quick handling of your return, we ask you to fill in the return form and to include that form with the package.

To handle your return simply and quickly, go through the following steps:

  1. Fill out the return form and add it to the package
  2. Stick the supplied address sticker over your address label on the package
  3. Return the package by returning it to a post office in your area. Save the proof of shipment that you receive, because without proof of delivery we cannot guarantee the goods arrival back at Shoesme.
  4. Did you lose the return form or address sticker? Download the return form or the address sticker to print it yourself. You can also write the following address on the package:

Shoesme Returns
Trouwlaan 38
5021WL Tilburg
The Netherlands

2.1 Refund

If the item is undamaged and complete and - if reasonably possible - received by us in the original packaging, we will refund the purchase amount to your account as soon as possible and no later than 14 days after termination. However, if the article no longer arrives in the original state it was sent and is worn or damaged for example, other fees apply. We look at this on a case by case basis. You will receive an e-mail from us when the return has been processed.

We will pay you back with the same payment method with which you made the original transaction, unless you have expressly agreed otherwise; in any case, no costs will be charged for such a refund. We may hold a refund until we have received the shoes back, or you have shown that you have returned the shoes, whichever comes first. You must return the shoes to us without delay, but in any case no later than the 14 days after you have informed us of the decision to cancel the contract. You are on time if you return the goods before the 14-day period has expired.

3. Exchange

The exchange of an item for the same item in a different size or color counts as a new order. You return your old order within the 14 day period and order the correct item via the website. Please note, for a return shipment (also when swapping) the costs are also at your own expense. If an item needs to be exchanged due to a mistake by us or a defect, then the costs are of course at our expense.

4. Complaints

Shoesme shoes are made by hand from natural materials. The shoes may therefore differ slightly from each other or from an image on the website. In the unlikely event that you are not satisfied with the quality of the shoes ordered in the Official Shoesme Online Store, we kindly request you to send an e-mail with a description of the complaint and a photo to klantenservice@shoesme.be. You will receive a detailed response to your complaint as soon as possible, within 2 working days.

For more information about our complaints procedure, we suggest consulting the Frequently Asked Questions.

N.B. Complaints on shoes purchased from a different Stockist of Shoesme than the official Shoesme webshop will not be processed in this way. With this you can go to the original point of sale.

5. Warranty

A product purchased through the Shoesme Shop is covered by a legal guarantee. This means that a product must meet the expectations of the consumer within all reasonableness. The product should not show any defects that are not expected with normal use. See point 4 for complaint handling procedure.

For more information about ordering and returning in the Shoesme Shop, we refer you to the terms and conditions.