FAQs

On this page, you will find the answers to the most frequently asked questions (FAQs). 
Is your question not listed? Please feel free to reach out through our customer service page. 

Ordering

1. What payment methods are used by Steenbergen Schoenen?
We work with a wide variety of payment methods: iDeal, Bancontact, SOFORT Banking, Paypal, Bank Transfer, ING Home'Pay, Mister Cash, and credit cards such as VISA and Maestro. 

2. Is it possible to use Afterpay? 
No, unfortunately, we do not accept Afterpay. Payments must be made before the order is shipped.

3. What are Steenbergen Schoenen's account details?
The bank details below belong to the account of Steenbergen Schoenen:

Bank: Rabobank
Bank account number: 3473.408.255
IBAN: NL11RABO3473408255

4. Can I redeem gift cards online?
Unfortunately, it is not possible to redeem gift cards online. However, you can redeem the points saved on previous sales for the new collection.

5. My payment failed but I do wish to receive my order. What can I do? 
An hour after placing your order, you will receive a payment reminder email. This mail contains a link that allows you to still make the payment. The size will be reserved for you in the system. 

6. I cannot order my requested amount of products. What goes wrong? 
You probably have already added the product to the shopping cart. This is visible at the top right of your screen. There should be a number next to the shopping cart. 

7. Can I only select 'pick up in store' as a shipping option? 
No, if the system indicates this, it is because the postal code or address has not been entered correctly. It is always possible to get a package shipped to the address of your choice.

SHIPMENT & RETURNS

1. When will my order be delivered?
We strive to deliver all packages ordered before 3 P.M. on weekdays the next day. Orders are shipped with PostNL. A few hours after successfully placing your order, you will receive a track and trace code in your mail. The package can be tracked via this link. If you did not receive one, please contact us. 

2. Do I pay shipping costs for my order? 
Orders with a retail value above €40,- will be shipped free of charge within the Netherlands. For lower order values, we charge € 5,- For other countries, the following costs apply:

Country	Costs
Europe	€15,- / €20,-
Denmark Spain France Luxemburg	€10,-
Outside of Europe	€35,-

If you place an order from a country outside of the EU, please be aware that there may be additional import charges based on the value of your product. These amounts are out of our control and are calculated by customs in your country. For more information on this, please visit your local government's website.

3. How long does it take to receive my package abroad?
For shipments to Germany and Belgium we have a delivery time of 2-4 working days. For shipping to other countries inside and outside Europe, the standard periods of our parcel service POSTNL apply. 
Look here for delivery times to your specific country. 

4. My desired country is not listed, can I still order?
Of course! We can ship your order to the country of your choice, different conditions may apply per country. Therefore we advise you to contact us via the customer service page.

5. How will my order be processed?
After you have completed your order you will receive a confirmation at the e-mail address you provided. We transfer your order with care to our parcel service. You will receive a shipping confirmation with Track & Trace code with which you can follow your order in detail. 

6. I want to return my order, what is the return period?
A return period of 14 days applies to all products purchased. This period starts from the moment of receipt. We strive to process the return within 7 working days. 

7. For whom are the costs of the return? 
The costs of the return are for the customer.

8. Will I receive a return label from you?
We do not provide return labels. 

9. I want to exchange my order, is this possible? 
Is your order not entirely to your liking because the size is too small or the color is disappointing? Then you can choose to exchange it. 

You can do this in two ways.  

0 Exchanging in store
You can visit our store in Rijssen. Here you can exchange the product for another desired product. The settlement then takes place in the store. If you cannot find something else in the store, the amount will be refunded online.

0 Return and re-order
With this option, you send the return to us and order the other desired pair in our webshop. This will be sent to you as soon as possible. The amount of the return will be credited to your account within 5 working days. 
You can register the return in your customer portal on the website. Updates on your return can also be found here.

10. I have bought a clearance item, can I return it? 
Yes, the same return policy applies to clearance items as to full-price items. 

11. Do I have a warranty on my online purchase? 
There is a legal warranty on all purchases. This means that you can expect the product to arrive as it should. Should this not be the case, you can claim a warranty with proof of purchase. Repairs can be arranged in consultation. If a repair is not possible, we will send a replacement item. Should this not be in stock, the product can be returned free of charge. The purchase amount will be refunded within 5 working days. 

To be sure whether you qualify for a warranty, we recommend that you contact us first. This can be done via one of the options described on our customer service page.

SHOP

1. Are you just a webshop or are you also a store? 
Besides the webshop, we are located in our building on the Haarstraat in Rijssen (OV) since 1946. Here we have a wide range of women's, men's and children's shoes. Read more about our history. 

2. Are the store and webshop stocks the same? 
Yes, we work with one warehouse. If something is in stock in the webshop, this is also the case in the store. 

3. I would like to try on my item first, is that possible? 
Sure you can. During the ordering process, you can indicate that you prefer to pick up your order in the store. That way you can try it on first. It is also possible to reserve a model by phone. 

4. Can a shoe be reordered?
Shoes can only be reordered to a limited extent. Many brands have a fixed stock that all stores must supply. Unfortunately, it may happen that your desired shoe cannot be reordered.

Do you want to know for sure if the shoe can no longer be reordered? Please contact us via our customer service.

5. Can I also earn points?
We have a loyalty system that applies both online and in-store. With every purchase from the new collection, you save points. It is necessary to be a registered customer. From 100 points, you save one point for every €2, you are entitled to a €10 discount. 

6. When is the store open? 
The opening hours of our store are as follows: 
Sunday CLOSED
Monday 09:00-18:00
Tuesday 09:00-18:00
Wednesday 09:00-18:00
Thursday 09:00-21:00
Friday 09:00-18:00
Saturday 09:00-17:30

7. Can I also have my child's feet measured? 
Certainly, you can. We are happy to help you measure your feet to find the best-fitting shoe.