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 we process your order you will receive an email with the tracking details.  

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 activate store credits on your account, so you can place a new order.

Please note that return shipments outside The Netherlands, Germany and Belgium are at the customer’s own expense.

The costs of the return 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 registered mail. If the return is not shipped using registered mail, Victor Lou cannot be held liable for missing items.

You can return your order following the standard procedure. We can’t refund the entire purchase amount to your bank account if you have paid in part with a digital gift card. The gift card credits will be re-activated on a digital gift card or you will receive a new gift card.

Payment

You can pay for your order with the following options:

iDeal (The Netherlands)
Giropay (Germany)
Bankcontact
ING Home’Pay (Belgium)
KBC Payment (Belgium)
Belfius Payment (Belgium)
PayPal
Visa Card
MasterCard
SOFORT banking (Germany)

The digital gift card will be sent through email. To use your digital gift card, please log into your Victor Lou account on our website. Once on the website navigate to your check out to use your digital gift card. 

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 prices are including VAT

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.

Product

In most cases we recommend that you order a size smaller than your regular shoe size, because Victor Lou run large. Our sizing chart, found on every product page, will help you select the correct size. You can find the sizing chart and measuring guide under the shoe size menu on every shoe page. If you need further help, please feel free to contact our Customer Support.

We produce in small batches so we don’t waste any raw materials in stock.  So if it is out of stock, press the “Turn notification on” button below the product and we will inform you when we have it back on stock. 

Please keep an eye on our social media and newsletter to stay up to date.

We take pride in using quality material that have a minimum impact on the environment. The types materials used variate per model. In the web shop the details are shared per sneaker model.

The production of the sneakers is done in Portugal.

Cleaning instructions

To remove any dirt and debris on leather, wipe the surface of the item with a dry lint-free cloth. For stains, use a cotton washcloth and lukewarm water. Make sure not to soak the leather. Simply dab at the stain carefully, and allow the leather to dry.

My Account

A Victor Lou account makes it faster and easier to place an order. Your address details will be filled in automatically and all your Victor Lou orders can easily be found in one place. In addition, you will be able to use a digital gift card if you’ve been registered.

Click ‘Sign up’ in the top right of our website. In order to register, all fields with a star need to be filled in.

Of course! In the first phase of the checkout you have the option to login to your account. If you’d prefer not to create an account, you can place an order as a ‘New Customer’.

Our Customer Support can delete your account whenever you want. Send us an email at info@victorlou.com and we’ll take care of it.

Recycling

If you buy a pair of Victor Lou’s, you can send them back at the moment you stop wearing them. No matter if it’s after one year or ten years. Just send us an email at info@victorlou.com and we will provide you with the details.

Currently, we are only recycling our own sneakers.

When we have received your pair for recycling we will send you a confirmation via email within 6 working days. In this email there will be a 15% discount voucher for a new pair of Victor Lou sneakers.

We give tossed sneakers a new purpose. Simply disposing of these items would be a waste of valuable resources. To prevent this waste, Victor Lou sneakers are shredded and turned into secondary raw materials (mixture of recycled material) in our third party recycling plant.

Victor Lou takes great pains to get the most out of these materials, right down to the dust that accumulates when producing the recycled material: this dust is pressed into briquettes and later used in the cardboard industry. Thanks to these efforts, we were able to reduce waste in recent years and put our ‘zero waste’ philosophy into practice. Anything that cannot be processed or recycled is disposed of properly according to legal provisions.

We are currently working on a way to support you with this.

Social Compliance

Recycling is very important as waste has a huge negative impact on the natural environment. Recycling helps to reduce the pollution caused by waste. We are all in it together and we can’t ignore the impact of waste any longer.

For us, sustainability doesn’t mean just environmentally friendly. Sustainability comes back in everything we do. Working conditions, terms of employment, the production process, transport, fair prices, using sustainable products, being able to recycle or in the future maybe even compost.

We are continuously looking around for better options. We want to stay conscious and critical of our decisions. Whether it comes to the choice of material or the production process and all facets of creating a shoe that lead to it being worn by the customer.

Our goal is to change the shoe industry and make people more conscious of their spendings.

More Info

You can find our general terms and conditions here.

Ordering with us is always safe. Your privacy and the security of your data is our top priority. To keep ordering safe, we use SSL-technology (Secure Socket Layer). For more information, please refer to our Privacy Policy.

Currently, we are only selling our sneaker collection online.

If you are unsatisfied with your order or our services, please get in touch with our Customer Support. We will get back to you with an appropriate solution as soon as possible.