Service page

Services
Floris van Bommel
Frequently asked questions
1. Order and delivery
Are there any shipping costs?

We do not charge shipping costs for orders over 100 Euros. Do you want to order something under 100 euros, for instance a belt? Then we charge 4.95 Euros shipping costs.

How long does shipping take?

Orders placed on working days before 5 pm will be delivered the following working day.


As soon as your package leaves our warehouse, you will receive an email with a track & trace link and the approximate time slot for your delivery. Your shipment may be delivered in the morning, in the afternoon or in the early evening. When exactly your parcel will be delivered depends on our delivery partner. Find out more about the delivery procedure here.

Is there a maximum amount of items per order?

You can order a maximum amount of 10 items per every online purchase. This applies to all available payment methods. However, it is possible to place several orders in a row and thus order more than 10 items at a time. For larger order quantities, you can always contact us by phone (+31 (0)13 51 36 940) or by email: webshop@florisvanbommel.com

I have received a time slot for my delivery, is it still possible to change it?

On the day you receive the track & trace code, you have until 11:59pm to alter the time slot and shipping address. You can do this directly on the DHL website. From midnight onwards, changing the time slot or shipping address is no longer possible. In case you’re not able to receive the package upon delivery, the DHL delivery person will leave a message at the specified address. This will inform you on how to claim your package.

Are there any coupon codes available?

Currently, there are no coupon promotions available.

How do I place an order?

The first step of the ordering process is filling out your personal information. After doing so, click on the button ‘continue to payment’. Your address information will now appear on the right of the screen. In the second step, you will select your payment method, after which you will be forwarded to the secure site of the chosen payment provider. You will finalise payment on the platform of the payment provider. Once the payment has been completed the order is placed. You can now return to the Floris van Bommel website to view your order confirmation. Within minutes, you will receive an order confirmation by email.


We partner with Adyen for our payment process. This is a certified payment provider. Adyen guarantees a secure payment connection. More information on this can be found in our privacy statement.

Can I cancel an order?

If your package hasn’t entered the shipping process yet, the order can be cancelled free of charge. To find out whether an order can still be cancelled, please contact our customer service. On weekends, please send us an email with the subject line ‘cancellation’. Your request will be prioritised at the start of the week.


Should your package have entered the shipping process, then cancellation is no longer possible. After receiving your order, you can of course return the item or items.

I haven’t received an order confirmation. What should I do?

It may take several minutes for the order confirmation to arrive. It’s also possible that the email landed in your spam folder or your promotions folder. Please check both of these.


Not receiving the order confirmation can also be caused by entering a wrong email address. This has no impact on the shipping of your order. Once the payment has been processed you can be sure the order was completed successfully. Should you have any doubt about whether the order was processed correctly, please reach out to us by phone (+31 (0)13 51 36 940) or through webshop@florisvanbommel.com.

2. Return and exchange
What are the costs associated with returning items?

Returns are free if you have a user account in our online shop. On this page, you can create an account and register your free return. You can still create a user account after purchasing an item and use it to make a free return. Of course, you can also return your item to us at your own expense without creating a user account. Read here more about our return policy.

I bought an item that shortly afterwards had a price reduction at Floris van Bommel or a different outlet. Can I be compensated for the price difference?

Floris van Bommel does not offer price matching. The price at the time of purchase will always be the final price.


Discounted prices are only offered during the sales period. The summer sale starts at the 1st of July, and the winter sale starts at the 1st of January. At that point of course, the offering is limited in terms of models and sizes. During the sales period multiple discount rounds take place adding items and raising the discount percentages. During this time, the range of models and sizes becomes increasingly smaller. During these discount rounds, no price matching is offered for items that receive a price reduction after purchase. If you’d like to stay informed on exact sales dates and possible pre-sales, please subscribe to our newsletter.

How can I return an item?

You can return an item within the 14-day return period. The condition of the returned item will affect the return process. If the item is damaged, we will charge for the loss in value. In the event of a 100% loss in value, e.g. if there are signs of use or wear that cannot be fixed, we will always offer you to get the item back. If you are not sure whether your shoes are eligible for a return, we recommend you contact us beforehand.

Please follow the steps below to return an item. This can be done within 14 days after receiving the order or registering a return.


Free returns with a user account
  • Log in to your user account or create an account here.
  • Click on "Returns" in the menu bar. Click on the link provided.
  • Select the item you wish to return and follow the instructions.
  • We will send you a free shipping label by e-mail.
  • Please indicate on the return form enclosed with your order which item(s) you want to return. We highly appreciate you specifying the reason for the return since it offers us an opportunity to improve our products and services. In case you’ve misplaced the return form, please include a note with your order number and the reason for returning the item(s).
  • Place the return form in the box and stick the shipping label on your package.
  • Drop off the package at a selected shipping partner from our returns portal.
  • We will inform you about the shipping and processing status by e-mail.
  • After we have confirmed receipt of your return, we will refund the purchase price within 15 days.

  • Returns without a user account
    Here you can create a user account to ship your return free of charge. If you do not wish to create an account, you can follow these steps below to return an item:
  • With your order, you have received a return form. Please complete the form and place it in the package you are sending back to us. You no longer have the return form? Then simply enclose a letter with your order number, your name and address and the reason for your return.
  • Write this return address legibly on the package:
    Floris van Bommel International 
    t.a.v. Afdeling Returns
    Industrieweg 5 
    5066 XJ Moergestel 
    The Netherlands
  • Send the package at your own expense with a shipping company of your choice.
  • Keep the return receipt until you have received your refund.
  • Once we have confirmed receipt of your return, you will be refunded within 5 days. Please note that shipping companies often take time to process a return package. On average, shipping takes 3 to 5 working days.
  • Can I return an online order at a Floris van Bommel brand store?

    An online order can be returned to any of our brand stores. However, an online order cannot be returned to a Floris van Bommel dealer. Dealers are independent entrepreneurs and as such, they are not part of the Floris van Bommel online service network. Click here for the locations of all our Floris van Bommel brand stores.


    Items purchased at one of our dealers cannot be returned to a Floris van Bommel brand store, nor through the Floris van Bommel online store. Every dealer has their own return policy. If you’d like to return an item purchased at a Floris van Bommel dealer, please contact the respective dealer.

    How do I exchange an item bought in the online shop?

    Up to 14 days after ordering, you can simply exchange a pair of shoes that does not fit you for the same model in a different size. Please note that it is not possible to exchange a pair of shoes for a different model. But you can, of course, return the shoes and place a new order for another model as usual.


    Benefits of exchanging over returning and reordering:

  • As soon as the exchange is confirmed, we will reserve the new shoes for you.
  • You do not need to make a new payment.

    To make an exchange, please proceed as follows:

    Free exchange with user account

  • Log in to your user account or create an account here.
  • Click on "Returns" in the menu bar. Click on the link provided.
  • Select the item(s) you wish to return.
  • Enter the reason for the return: "Size is too big" or "Size is too small". Once you have entered this information, a box will appear below this entry field asking you if you would like to receive another item instead, and if so, in which size.
  • Enter what size the new pair of shoes should be.
  • Our staff will process your exchange request within 2 days. The exchange is not complete and the new pair is not reserved until our staff member has confirmed this. It is possible that the size you requested is not in stock. We will send you a confirmation email regarding your exchange.
  • Once you have requested the exchange, we will email you a free shipping label. You can send the item(s) to us before you have received the final exchange confirmation. If an exchange is not possible, your return will automatically be processed as a regular return and refunded accordingly.
  • Please indicate which item(s) you wish to return on the return form you received with your original order. Please write the number "8" at the far right under "Return Code" so our staff will know that it is an exchange. Have you misplaced your return form? Then simply enclose a letter with your name and address details, the order number and a note specifying that your shipment is an exchange.
  • Place the return form in the box and stick the shipping label on your package.
  • Drop off the package at a selected shipping partner from our returns portal.
  • We will keep you updated on the shipment and processing status by e-mail.
  • Once we have received your package, we will ship the new shoes. We will send you a shipping confirmation by email. If your package also contains items you wish to return to receive a refund, we will process it immediately upon receipt.

    Exchange without user account
    You can create a user account here to make a free exchange. If you do not wish to create an account, please follow the steps below to exchange an item:
  • Contact our customer service team by email at the following address: webshop@florisvanbommel.com. Please include the following information in your email:
    1) Your order number
    2) The item number(s) of the shoes you wish to exchange
    3) The new size(s) you require
    4) The item numbers of any other items you wish to return
  • Our staff will process your exchange request within 2 days. The exchange is not complete and the new pair is not reserved until our staff member has confirmed this. It is possible that the size you requested is not in stock.
  • Please specify which item(s) you are returning on the return form you received with your original order. Please indicate the number '8' at the far right under 'Return Code' so that our staff will know that this is an exchange. Have you misplaced your return form? If so, please enclose a letter stating your name, address, order number and that your shipment is an exchange.
  • Place the return form together with the exchange item in the box.
  • Write the following return address legibly on the package:
    Floris van Bommel International 
    t.a.v. Afdeling Returns
    Industrieweg 5 
    5066 XJ Moergestel 
    The Netherlands
  • Send the package at your own expense with a shipping company of your choice. You can already send the item to us before you have received the final exchange confirmation. If an exchange is not possible, your shipment will automatically be processed as a regular return and refunded accordingly.
  • Please keep your return receipt until the exchange has been fully processed and completed.
  • Once we have received your package, we will ship the new shoes. We will send you a shipping confirmation by email. If your package also contains items you wish to return to receive a refund, we will process it immediately upon receipt.

  • How long does it take to refund the payment?

    We strive to process and refund returns as quickly as possible. You will receive your refund within 14 days of issuing the return claim. In most cases however the refund is processed much quicker than the 14 day maximum. The money will be refunded to the same account that was used to pay for the original order.


    It is our policy and legal right to halt the refund until the item(s) has been received and checked by our warehouse. Please always keep your return shipping receipt. In rare cases, packages go missing during return shipping and never reach our warehouse. In such cases, we will need the shipping receipt to process your refund. Using the track & trace code on your receipt you can check whether your package has arrived at our warehouse.


    Should you have paid for the return shipping, these costs will be refunded if you returned the entire order. The money will be refunded to the same account that was used to pay for the original order.


    For any questions surrounding refunds, please reach out to our customer service.

    3. Payment
    Which payment methods do you offer?

    In The Belgium we offer the following payment methods:

  • Bancontact / Mr Cash
  • Credit card (Mastercard, VISA and AMEX)
  • Paypal and Paypal Fast check-out, also called Paypal Express
  • Sofort

  • There is no extra charge for any of the payment methods. All payment methods are limited to a maximum order of 10 items. Click here to read more about our payment methods.

    How do I pay with a gift card?

    Enter the code on your gift card in the ‘shopping cart’. In the overview of your ‘shopping cart’, below the image of the selected item, is a box that says ‘Giftcard / coupon code’ in blue letters. Enter the code here, and click ‘apply’. The coupon code will be immediately applied and the overview on the right will show the balance from applying the coupon code to the total order price. After this, just follow the normal payment and shipping steps.


    Please note! Should the balance after applying the coupon come to 0 Euros, we still have to charge 0.50 Euro. Our online shop can only confirm an order if the payment provider sends us the signal that payment has been completed. Since payment providers can’t process an amount of 0 Euros, we use the smallest amount that they can process: 0.50 Euro. We are bound to this process for security reasons. We apologize for any inconvenience. For more information on gift cards, please click here.

    4. Guarantees and complaints
    How do I issue a complaint about an item bought through the online store?

    If you have a complaint and would like to make a warranty claim, please send an email to webshop@florisvanbommel.com. To correctly evaluate the complaint we ask you to include three things:


    1. A clear description of the complaint

    2. Pictures of:

  • The problem
  • The bottom of the shoe
  • The top of the shoe
  • Both sides of the shoe.
  • The inside of the shoe, angled towards the toes as much as possible.

  • 3. A proof of purchase. This can be one of the following:

  • Copy of your order confirmation
  • Ordernumber
  • Copy of your bank statement
  • If you have an account on our website, the username of the account

  • The legal warranty provisions apply to all items in our online store. This means that you have the right to a good product. After receiving a complaint, we investigate whether it is an imputable complaint or if the product is sound and the complaint is a case of unimputable wear or damage. To do this we look at, among other things: the age of the shoe, intensity of wearing, maintenance, external factors, load on the shoe, and the nature of the complaint. If necessary, we will also investigate the product and material properties of the shoe.


    We will send you a confirmation of receipt upon receiving a complaint. Complaints filed outside of business hours will be confirmed upon resume of business. We will contact you within two business days to discuss further processing of your complaint.

    How do I issue a complaint about an item bought through a brand store?

    If you have a complaint and would like to make a warranty claim, please contact the brand store in which you purchased the item. Make sure you have proof of purchase, such as the receipt or a bank statement showing the transaction.


    If you’re unable to physically visit the brand store, please contact our customer service at webshop@florisvanbommel.com.To correctly evaluate the complaint we ask you to include three things:


    1. A clear description of the complaint.

    2. Pictures of:

  • The problem
  • The bottom of the shoe
  • The top of the shoe
  • Both sides of the shoe.
  • The inside of the shoe, angled towards the toes as much as possible.

  • 3. A proof of purchase. This can be one of the following:

  • Copy of your receipt
  • Copy of your bank statement
  • The legal warranty provisions apply to all items in our brand stores. This means that you have the right to a good product. After receiving a complaint, we investigate whether it is an imputable complaint or if the product is sound and the complaint is a case of unimputable wear or damage. To do this we look at, among other things: the age of the shoe, intensity of wearing, maintenance, external factors, load on the shoe, and the nature of the complaint. If necessary, we will also investigate the product and material properties of the shoe.


    We will send you a confirmation of receipt upon receiving a complaint. Complaints filed outside of business hours will be confirmed upon resume of business. We will contact you within two business days to discuss further processing of your complaint.

    How do I issue a complaint about an item bought through a dealer?

    Please contact the respective dealer concerning your issue. Make sure that you’re able to present a proof of purchase such as a receipt or a bank statement including the transaction. If you’re unable to physically visit the dealer, please contact them through phone or email to discuss the complaint process. For various reasons (explained at the question below), Floris van Bommel can’t process complaints concerning items bought through a dealer.

    Why can’t I issue a complaint with Floris van Bommel concerning an item bought through a dealer?

    There are a number of reasons why Floris van Bommel can’t process the warranty procedure for items bought through a dealer. The most important three are:


  • Legal: To protect consumers, the law dictates that the selling party (dealer) is responsible for the quality of a product. This responsibility progressively travels up the chain. The dealer has rights regarding their supplier, who in turn has rights regarding their supplier, etc. This way, a consumer always has a party to turn to or hold accountable, even if the producer of a product is not known or difficult to contact. As such, a Floris van Bommel dealer, anywhere in the world, is directly responsible for the quality of the products they sell. All responsibility procedures at Floris van Bommel follow this legal guideline. Therefore, it is not possible to skip part of the chain and hold Floris van Bommel directly accountable.

  • Business agreement: You entered a business agreement with the selling party (the Floris van Bommel dealer). This selling party has sold you a product and you have paid money for it. Assessing a complaint may have consequences for this business agreement. You may be entitled to a full refund of the purchasing amount. However, this money is not in the possession of Floris van Bommel. Yet, if the complaint is found valid, you must be reimbursed. Floris van Bommel is not in a position to force the selling party to refund the purchasing price. The selling party will always want to assess the complaint themselves and decide that action needs to be taken before a settlement can occur.

  • Service: Floris van Bommel is not aware of your personal situation, the advice the dealer has given you and the agreements you may have made with the dealer. Following advice on fit, material, maintenance, fabrication, intended use as well as your personal physical attributes have a direct impact on the longevity of a product. It is possible that the dealer convincingly advised you on a specific type of shoe, and that later a complaint arises because this shoe was not ideal for the intended use. If Floris van Bommel were to assess the complaint, the conclusion would be that the shoe was used incorrectly and therefore the warranty claim is void. Your dealer however would confirm that the advice was incorrect and will reach a settlement with you. To properly assess a complaint and prevent future issues from arising relevant knowledge of the wearer, shoe, and circumstances surrounding the purchase are of crucial importance. Your own dealer is the ideal person for this.
  • How do I issue a complaint on the service of Floris van Bommel?

    Please reach out to us by phone (+31 (0)13 51 36 940) of email (webshop@florisvanbommel.com) contact met ons op. If you prefer to take your issue up with an impartial third party there are a number of organisations you could look into:

  • Floris van Bommel International is a member of ‘De thuiswinkel organisatie’. This is a certification for online stores. You can present your complaint to the Arbitration Committee Thuiswinkel or to the Arbitration committee of the European ODR Platform..

  • You can present your complaint to the consumer advocacy organisation in your country of residence.
  • Where should I go for repairs?

    Floris van Bommel does not offer its own repair service. For repairs, we advise you to contact a shoemaker who’s a member of the Schoenmakersgilde (NL) or who is certified as a ‘Van Bommel meesterschoenmaker’ (BE). These shoemakers abide by the quality standards of Floris van Bommel and may have access to original Floris van Bommel repair materials. More information on either organisation, as well as a search engine for finding a shoemaker near you, can be found here: www.schoenmakersgilde.nl or www.meesterschoenmaker.be

    5. Sizing
    What is my UK shoe size?

    Use this page to easily figure out your UK shoe size. Apart from information on how UK shoe sizes relate to European sizes, it will also present you with an instructional video on how to properly measure your feet. This same information can be found in our online store by simply clicking on ‘what’s my size’ which appears right above the area where you select your shoe size.


    Floris van Bommel uses the English (UK) shoe sizing system in full and half sizes (5 to 13½). The relatively small difference between the consecutive sizes guarantee a very accurate fitting range.

    How wide are Floris van Bommel shoes?

    Floris van Bommel uses various width sizes:

  • G: Somewhat slim foot
  • G½: Standard foot
  • H: Somewhat wide foot

  • Choosing the right width size ensures an even better fit to the dimensions of your foot. Apart from the width, the type of closure has a significant impact on the fit in terms of the width and height. Shoes with a derby closure for example have a larger fitting allowance than a closure with five lace holes. Therefore, we recommend a derby closure for feet with a high instep or slightly wider ankles.


    Rijgsluiting Derbysluiting

    Aside from the width and the closure, there are many foot characteristics that determine how a specific last or shoe size fits you. Trying on a shoe remains the best method to ensure a correct fit. Should you be unsure about the correct size you always have the option to order an extra pair in a different size through our online shop, and return the pair that doesn’t fit properly.


    The width of every shoe can be found in the product details of the shoe. This information is presented below the product images on the page where you add the shoe to your shopping cart. Using the filter menu on the online store, you can filter for a specific width. A single shoe is never available in multiple widths.


    Feel free to reach out to us through email or by phone for personal advice on the correct fit.

    What is my belt size?

    The length of the belt is measured all around while it is closed in the third hole. You can measure the entire length of the belt from the buckle (at the end where the leather part begins) to the third hole. For a good fit, all belts are approximately 15 cm longer than the specified length (95 cm, 105 cm or 115 cm). Riem
    Using the belt punch that is shipped with your belt you can easily adjust your belt to the correct size. Floris van Bommel belts are available in three sizes: 95 cm, 105 cm and 115 cm. These centimetres correlate with the circumference of the hips. For example, a hip circumference of 102 cm requires either a 105 cm or a 115 cm belt to adjust to a perfect fit. The video on this page shows you exactly how that is done.

    My belt is too long, can it be shortened?

    All of our belts have a hidden screw connection at the clasp. After undoing it, it’s easy to alter the belt to its exact intended size. The video on this page shows you exactly how that is done. If you’re unsure about taking this on yourself, please contact your local shoe maker. For a small fee, they can take care of this for you. Extending the length of a belt is unfortunately not possible.

    Contact form

    Please fill in the contact form as completely as possible so that we can process and answer your question. On working days, we try to respond to order-related questions within 24 hours. Other enquiries will be answered within 2 working days.

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