Frequently asked questions

Update: the corona virus is turning our world upside down in an unprecedented way. Needless to say, we have taken strong measures to minimize the risks for our employees and customers. The processing of online shop orders remains unchanged: orders placed before 5 pm will be shipped the same day.


1. Order and delivery
Are there any shipping costs?

Yes we charge shipping costs. Find below for the shipping costs for the different countries.

Country Shipping costs
Croatia 12,95
Denmark 5,95
Estonia 12,95
Finland 9,95
France 5,95
Greece 12,95
Ireland 9,95
Italy 9,95
Latvia 12,95
Lithuania 12,95
Luxembourg 5,95
Malta 12,95
Poland 9,95
Slovakia 12,95
Slovenia 12,95
Spain 9,95
Sweden 9,95
Switzerland 29,95
USA 29,95

How long does shipping take?

Orders placed on working days before 5 pm will be delivered within 2 to 3 business days.


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.

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?

Returning a parcel is always at own costs. Articles can be returned within 14 days after receiving the parcel. 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 mid-June, and the winter sale starts mid-December. 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?

Please follow the steps below to return an item. You can return items until 14 days after receiving your order.


  • We only accept returns when the item is unworn and undamaged. Along with your order you received a return form. On this form, mark which item(s) you’re returning. 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).
  • Enclose the return form in the package with the items to be returned.
  • Stick a label to the package with the address shown below. Send the package at your own cost to:
  • Floris van Bommel International
    t.b.v. Afdeling Webshop
    Industrieweg 5
    5066 XD
    Moergestel
    The Netherlands
  • Drop the package off at a DHL service point. Please be aware of the limited return period. An item can be returned up to 14 days after receiving the delivery, or 14 days after claiming the return. You’ll find the nearest DHL service point via this link.
  • Your return shipment will be processed within 10 business days. Please keep the return shipping receipt until you receive confirmation that your refund has been processed.

  • Click here for more information on returning an item.

    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.

    Can I exchange an item through the online store?

    Exchanging an item is not possible. You can however return the item and place a new order. We strive to process and refund your return as quickly as possible.


    An item bought through the online store can be exchanged, within 14 days of receiving the order, in a Floris van Bommel brand store. The item has to be unworn and undamaged. Click here for the locations of all our Floris van Bommel brand stores.

    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?

    On our International webshop we offer the following payment methods:

  • Credit card (Mastercard, VISA and AMEX)
  • Paypal and Paypal Fast check-out, also called Paypal Express

  • There is no extra charge for any of the payment methods. All payment methods are limited to a maximum order of 6 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 (+0031 (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. Residents of The Netherlands or Belgium are advised 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.