Frequently asked questions

Shipping

Free shipping to all addresses with The Netherlands, Germany and Belgium. For all other countries when filling your shopping basket you can choose the carrier, shipping location and see the actual shipping costs to your address.

Victor Lou will send out all orders as soon as possible. Normally orders placed before 3PM (CET) will go out on the same day and orders received in the weekend will go out on the next working day. (Monday-Friday)

The Estimated shipping times are:

The Netherlands, Belgium and Germany: 1 – 3 days

Rest of the european countries: 2 – 4 days

Outside Europe: 2 – 6 days

When you place your order you will see your actual delivery time at your address.

Go online in your account and check the actual status of your order to see where it is.
Yes, you can choose the address that you want. For example your office or a collection point near you.

A mistake is easily made! When you have accidently filled in the wrong address please contact our Customer Service department as soon as possible. They will try their best to solve this issue for you.
Please note that the delivery of your package may be delayed, and that it could be too late to make any adjustments.

If you placed an order from the EU, you will not have to pay import duties to receive your order.
If you placed an order from outside the EU, there is a possibility that you might have to pay import duties. This depends on the customs laws in your country.

Return - Exchange

We’re sorry that the item that you purchased is damaged. You can contact our Customer Service and we will provide a solution as soon as possible. Please do not send damaged items back to us without contacting us first.

You can return an article up to 30 days after receiving it. It is not possible to exchange items. You can open the package and check the contents. Returns will only be accepted when the shoes are unused and in the original packaging. Everything should be returned unused, unwashed and with all labels still attached.
When we receive the return package we will reimburse the amount, using the original payment method, to your account. If you are returning shoes, you must put the original shoebox in another box.
Make sure you wrap the items with their original labels and in their original packaging.

Go to the return portal: https://victorlou.shipping-portal.com/rp/  fill in the postal code used for ordering your tracking number or order number and start the return process.

The products must in the same condition you received them from us and in the original packaging. If you use a label for returning the goods different then the label we provided, it is on your own risk.
Refunding will normally be done within 6 business days after receiving the goods.

You have 30 days to return your order after receiving it. Orders must be returned unused and in the original packaging still attached. Everything has to be returned unused, unwashed and with all labels still attached. Return costs are not covered by Victor Lou outside The Netherlands, Germany, Belgium and Luxembourg with the provided return label.
 Go to the return portal: https://victorlou.shipping-portal.com/rp/  fill in the postal code used for ordering your tracking number or order number and start the return process.
Attach the return sticker to the box.

After shipping your return you should receive a receipt with a tracking code so you can track the shipment. Please hold onto this receipt as it is your proof of shipment.
To ensure the arrival of your return, we strongly recommend sending the parcel via our return portal.

If the return is not shipped using the return portal, Victor Lou cannot be held liable for missing items.
Once we have received your return, we will do our best to process it quickly.

Unfortunately, it is not possible to exchange shoes, but you can always place a new order to get your desired Victor Lou’s. Please return the shoes that you do not wish to keep and we will refund your money, so you can place a new order.

The costs of the return differ based on the shipping company and country that you ship it from. Please check with your local post office for the price.
Victor Lou strongly recommends that every item is returned using return portal. If the return is not shipped using the return portal, Victor Lou cannot be held liable for missing items.
Please note that return shipments outside The Netherlands, Germany, Belgium and Luxembourg are at the customer’s own expense.

Payment

You can pay for your order with the following options:

iDeal (The Netherlands)
Giropay (Germany)
Bankcontact (Belgium)
ING Home’Pay (Belgium)
KBC Payment (Belgium)
Belfius Payment (Belgium)
PayPal
Apple Pay
Visa Card
MasterCard
American Express
SOFORT banking
Klarna Afterpay (The Netherlands & Germany, only available for 1 item orders)

Refunds

VAT is Value Added Tax, which are the taxes paid on top of the value from the sale of products or services.

Both customers inside and outside the EU pay VAT on their purchases. If you purchase from within the EU the VAT is included in the price of our products. If you purchase from another country, you will have to pay this in the form of our import duties.

All international orders are shipped Delivery Duties Unpaid (DDU). Customs, duties and taxes are not included in the item price or shipping cost. When you place an international order, you agree to pay any applicable customs, duties or taxes levied by your destination country.

Unfortunately we cannot calculate these charges prior to your order being placed and are unable to cover them for customers. Any applicable fees will be collected from you by the carrier upon delivery. Please check with your local customs office to determine what these additional costs will be prior to purchase.

Cleaning instructions