Shipping
We aim to ship all in-stock orders within 1-3 business days from our warehouse in Utrecht, Netherlands. Orders are usually shipped the next business day.
Shipping costs vary depending on your location and shipping method. You can view exact shipping costs at checkout. Or visit this page to get an indication of the shipping costs.
Shoes are always packed in a neutral, plain brown carton box or bubble-wrapped in paper without any marking on the outside. The sender on the address label is "FashionHub BV".
Yes, we ship worldwide. International orders may be subject to customs duties and taxes, which are the customer's responsibility.
For destinations outside the EU, we deduct 21% VAT. Additional fees may apply, and we cannot refund customs charges.
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on the carrier's website.
Yes, it is possible to send your package to a pickup point. You can find pickup points near your location at the checkout.
If you want to cancel your order, please contact our customer support with your order number.
It is possible to change the shipping address after an order has been placed, as long as the order has not been shipped yet. Once the order has been dispatched, we are unable to make any changes to the shipping address. Please contact us as soon as possible if you need to update your address.
Returns & Exchanges
If you want to request a return, please contact our customer service team with your order number and reason for return. We will provide you with further instructions.
Return shipping costs are the responsibility of the customer unless the return is due to a defect or error on our part. We offer a paid return label, which, in many cases, is cheaper than paying the return costs yourself. If you are from any of these countries, you will receive the link to the portal from us as soon as you request a return number.
Products that were bought from stock can always be returned within 14 days, provided the items are in their original condition and packaging. Returning and exchanging for a different size or colour is always possible when this model is still in stock. For EU customers, one exchange is free.
Returns are usually processed within 7 business days of receiving the returned item. Please allow additional time for your bank to process the refund.
Yes, we offer exchanges for different sizes, colours, or models. Please note that if you choose to exchange for a different model, we will calculate the price difference and either refund the difference or send you an invoice. For EU customers, one exchange is free.
Payment & Security
We accept iDeal, bank transfer, Creditcard (Visa, MasterCard, American Express), PayPal, and Klarna.
Paypal offers extra services to protect customers when buying online. It is like insurance. Paypal is also very expensive. We pay 4-6% extra costs on top of the costs of a credit card or bank transfer. We do not think it is fair if we have other customers pay for the insurance that some of our customers want via PayPal. We, therefore, ask the customer to pay their insurance fee themselves.
Some credit cards do not have the 3D security feature that is required for European payments. Most of the USA and some German credit cards do not have this feature yet. Your credit card provider will ask for a confirmation for the payment instead. Please answer this email and confirm the payment. You may also choose a different payment option like PayPal or bank transfer.
For customers from the US: you might receive a "fraud detection" notice from your credit card issuer after ordering in our store. This is a standard notice if your creditcard does not yet have "3D Secure" protection for transactions outside the USA. You will have to confirm your payment to us with the credit card issuer before we can process your order and receive your payment.
Products & Restocks
Sanctum Shoes models are often restocked! Giaro models tend to take a bit longer to be restocked, but do get the occasional restock. Sign up for back-in-stock notifications on the product page to be the first to know. Or sign up for our newsletter for more frequent updates.
Yes! We offer custom-made options for all Sanctum Shoes models. Visit the Sanctum Shoes brand website to order and find out more about custom-made high heels & boots.
We sell different brands such as: Giaro High Heels, Sanctum Shoes, Bronx, Andres Machado and Stephan Vegan
Yes, most of our collection consists of a wide range of sizes (34- 47 EU). These heels are for women as well as for men.
Showroom visits
It is possible to make a fitting appointment with us. Please note that you will need to schedule an appointment and place an order in advance. We are unable to do walk-ins as we don't have the necessary permits for that, and to ensure you are able to try on the exact heels you want.
Yes! We usually have parking spaces available; if not, there are lots of parking spaces available in the area.
Yes, you can pick up your order at our showroom. However, you will need to schedule a pickup time and place an order in advance. Please note that we are not always available, so it’s important to arrange a pickup time with us beforehand.
No, you will need an appointment before visiting our showroom. Unfortunately, we will have to reject any people who come to our showroom without an appointment.
Customer service
You can contact our customer service by email and mobile. Our customer service hours are from 10 AM to 4 PM (CET), and we are unable to answer the phone outside of business hours.
Yes, we offer email support in English, German, and Dutch. On the phone, we can only assist in English or Dutch.
We are doing our very best to respond as quickly as possible. Usually, it takes a few days to reply to emails and WhatsApp inquiries.
Materials & Care
Nappa leather is leather from the hide's top layer. It has a buttery smooth feel and is more breathable than regular leather. It’s known for its luxurious feel and flexibility, that is why we use it so much for our heels and boots!
Yes, nappa leather naturally stretches and adjusts to the shape of your foot. This is one of the reasons we love using this material, as this is great for comfort and fit.
Gently wipe your leather boots with a soft cloth and mild cleaner. Use a leather conditioner regularly to keep the leather soft and prevent it from drying out. Store them in a cool, dry place away from sunlight to keep them looking their best.
Our sanctum shoes heels are made with metal plates and a metal pin in the heel, which offers great stability, especially with larger sizes as there is more weight on the heel and thus will be way more stable than plastic alternatives.
Vegan leather is a great alternative to real leather. While it might not be as flexible, it can last a long time if properly cared for. It’s an animal-friendly option and offers the same stylish look!
To care for vegan boots, wipe them with a damp cloth and use a mild soap if needed. Avoid harsh chemicals, and don’t soak them. Let them air dry naturally. To extend their life, store them in a dry place and keep them away from direct heat or sunlight.