Customer Service

Customer support

You can find the most frequently asked questions on our FAQ page. Can't find your question in the FAQ, or do you want to know something about your order? Please contact our customer service department! The customer service department is available from Monday to Friday from 08:30 to 17:00 CET. You can email or call +31 182 688 029.


Ordering & delivery

Blackstone allows you to order your shoes easily online. Look around, select the shoes you want, and place your order. When you order before 14:00 CET on working days, we will ship your order on the same working day.
You can pay using iDeal (Dutch payment option), Paypal, Creditcard (Visa and Mastercard), Sofort Banking (German payment option) and Bancontant/MrCash (Belgian payment option). We will then ship your orders with PostNL as quickly as possible.

You will receive an order confirmation after placing your order. We will then pack your order for you. When your order is ready, you will receive an email with the PostNL track and trace number so you can follow your order.

The delivery time is dependent on the location of the order. This takes 1 - 2 days within the Netherlands. 2 - 3 days to Belgium, 4 - 6 days to Germany, England and France, and 8 - 15 outside these countries, depending on the destination country.

We're closed on official Dutch holidays. Orders will be sent out the next working day.

Do you have any questions? Please contact our customer service department. The customer service department is available from Monday to Friday from 08:30 to 17:00. You can email or call +31 182 688 029.


Payment options

You can pay in a variety of ways. We offer iDeal (Dutch payment option), Paypal, Creditcard (Visa and Mastercard), Sofort Banking (German payment option) and Bancontant/MrCash (Belgian payment option). When payment has been made and the order is completed, we will ship the order as quickly as possible using PostNL.


Returns and exchanges

You have received your order, but the shoes do not fit or aren't quite what you expected. That's a shame!
We have the following conditions; returns within 30 days after receipt, unworn and in the original packaging. Does your return meet these 3 requirements? Nice! You can send them back. No? Sadly, we cannot accept the return.

Your order contained a return form. If you lost the form, you can download it here. Fill out the form and add it to the package. Return the unworn shoes in the original packaging to the address below.
Blackstone Footwear
Zuidpool 3
2801 RW Gouda
The Netherlands

Please do not forget to add the completed form to the return shipment. We will not be able to accept it otherwise.

We will process the return shipment within 5 working days after receipt. You will be informed by e-mail after we have processed it.

Have you chosen for an exchange? We will send you the chosen pair of shoes after processing your return. You will receive a Track & Trace code via e-mail. An exchange is subject to availability.

Have you chosen for a refund? We will complete this refund to the payment provider used for your order within 3 days. The processing of the refund depends on your payment provider. It can take a number of days to a week in general.



Maintenance of your Blackstones

You want to keep your Blackstones as new as long as possible! We understand this completely. This is why we have the following tips for you;
  • Everyone has a favourite pair of shoes, but shoes also need a day's rest. Because your feet sweat, the moisture in your shoes increases. Give your shoes 24 hours to dry.
  • Try to avoid moisture as much as possible. Snow and brine can be disastrous for your shoes.
  • Wet shoes? Do not dry them in front of the radiator or another source of heat. Place old newspapers in your shoes and let them dry slowly at room temperature.
  • Maintain your shoes monthly with a protective spray, for example. Choose a maintenance product that suits the material of the shoe. It is recommended to first try the spray on a less-notable place of the shoe.

There are 3 colourless sprays that we recommend:
  • Nanospray. The Nanospray makes your shoes water and dirt-repellent. Suitable for: Smooth leather, nubuck, suede, fabric, metallic
  • Wax leather spray.The wax leather spray makes your shoes dirt repellent and nourishes the leather. Suitable for: Greased leather, but also suede & nubuck.
  • Patent spray. The patent spray makes the line shine and antistatic. Suitable for: Patent leather.
Not sure which product you should use? Call our customer service department or visit your local shoemaker to ask for advice.

Our recommendations are guidelines. We are not liable for incorrect use.