FAQ

Orders & Payments

When will my order be processed?
Orders are processed within 4–10 business days after payment is received.

Can I cancel or change my order?
We begin processing quickly, so changes aren’t guaranteed. Email info@shoe-supply.be as soon as possible and we’ll do our best.

Which payment methods do you accept?
Major cards and other methods shown at checkout. All prices include VAT where applicable; taxes/duties for international orders may apply.

Shipping & Delivery

Do you ship worldwide?
Yes — we ship worldwide.

How much is shipping?
Shipping costs are automatically calculated at checkout based on your location and order.

How long does delivery take?

• Belgium: 1–2 business days after dispatch

• Netherlands: 2–3 business days after dispatch

• Rest of Europe: 3–7 business days after dispatch

• Outside Europe: 7+ business days after dispatch
  Note: times are estimates. Carrier delays and customs may extend delivery.

Will I receive tracking?
Yes. You’ll get a tracking link by email once your order ships.

What if my parcel is delayed or lost?
Once your order is handed to the carrier, delays are outside of our control, but we’ll help you investigate and follow up with the carrier.

What if my address is incorrect or I don’t collect my parcel?
Customers are responsible for providing the correct address. Returned/undelivered parcels can be reshipped at the customer’s expense.

Returns & Exchanges

What is your return policy?
You have 14 days from delivery to request a return. Items must be unused, unworn, with tags, and in original packaging.

How do I start a return?
Log in with the email used at checkout and request a return, or email info@shoe-supply.be to receive a return form and instructions. Return shipping is paid by the customer.

Where do I send returns?
ShoeSupply — Donkerstraat 19, 3920 Lommel, Belgium.

Do you offer exchanges?
For the fastest service, place a new order for the correct item/size and start a return for the original.

When will I receive my refund?
After inspection and approval, refunds are issued to your original payment method.
Premium items €325+ are refunded as store credit. Bank processing times may vary.

Products, Sizing & Authenticity

Are your products authentic?
Yes. All sneakers, apparel and accessories are 100% authentic and completely unworn. Each item is inspected by our team before shipping.

How do I choose my size?
If you’re unsure, email info@shoe-supply.be — we’re happy to advise before you order. You can also find a brand-specific size chart with every sneaker on our webshop to help you choose the right fit.

Are items brand new?
Yes — all products we sell are brand new and unworn.

Damages & Issues

My item arrived damaged or incorrect — what do I do?
Please inspect your order upon arrival. If something is wrong, contact us immediately at info@shoe-supply.be and we’ll make it right.

Account & Newsletter

Do I need an account to order?
No, but creating an account helps you view orders and manage returns.

How do I join the newsletter?
Use the “Join the community” form in our footer to get early access to new arrivals, limited releases and exclusive offers.

Contact

Support email: info@shoe-supply.be
Address: Donkerstraat 19, 3920 Lommel, Belgium
We aim to reply within one to two business days.