FAQ Blackstone

    General

    • How can I reach your customer service?

      Can't find your question in the FAQ, or do you want to know something about your order? Please contact our customer service department! Our colleagues of the customer service are available from Monday to Friday from 08:30 to 17:00. You can reach us on webshop@blackstone.nl or +31 182 688 029.

    • Where can I find the General Conditions?

      You can find the link to the General Conditions at the bottom of each page.

    • How big/small are your measurements?

      Blackstone shoes are generally slightly larger than you might be used to. Struggling between two sizes? The smaller size of the two might be right for you. Do you want to be sure? You can find our size chart on every product page, which also explains how you can best measure your feet.

    • What sizes are available?

      We offer a wide range of sizes for all our shoes, ensuring that virtually anyone can wear our shoes, regardless their size. Children sizes run from 23 to 40, women's sizes from 35 to 44, and men's sizes from 39 to 50.

    • What materials are used in your products?

      Blackstone's men’s shoes have a clear DNA, both in style and in the use of qualitative materials. The Blackstone style is rugged, comfortable and contemporary. You find this style in the characteristic sole, the use of quality materials such as leather, nubuck, suede and washed canvas and the care with which Blackstone shoes are created by our craftsmen.

  • Ordering & delivery

    • How do I know what size to order?

      Blackstone shoes are generally slightly larger than you might be used to. Struggling between two sizes? The smaller size of the two might be right for you. Do you want to be sure? You can find our size chart on every product page, which also explains how you can best measure your feet.

    • What is the delivery time of my order?

      It depends on when you placed your order and its destination, but we will do everything to have your ordered shoes delivered as quickly as possible. When placing your order before 14.00 on weekdays, your shoes will be shipped on the same day. We ship your order with PostNL. 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.

    • Can I change my order?

      We almost immediately process your order after we receive it. Your order cannot be changed once we have processed it. However, you can always contact the customer service and ask whether the order has already been processed, and if it can still be changed. You can call the customer service on +31 182 688 029.

    • Can I cancel my order?

      You can cancel your order if we have not yet shipped it. Do you want to cancel your order? Contact your customer service on +31 182 688 029 as soon as possible.

    • What if I have specified the wrong delivery address?

      Contact our customer service on +31 182 688 029 as soon as possible. We can still change the delivery address if the order has not yet been shipped. If the order has been shipped, we need to contact PostNL to see if anything can still be changed.

    • Can I track my order?

      You will receive an order confirmation when placing your order. We will provide you with a track & trace number when your order is ready for shipment. You can track your order on the PostNL website using this number.

    • Can I receive my order at another address?

      Do you want to receive your order at your work place? Or another convenient place? This is possible! Enter the address where you want to receive your package at ‘Delivery Address’ during checkout and PostNL will bring your order there.

    • Is the collection in the webshop the full range?

      Our webshop contains all Blackstone shoes in stock for the current season.

  • Payment options

    • What are the payment options?

      You can pay using iDeal (Dutch payment option), Paypal, Creditcard (Visa and Mastercard), Sofort Banking (German payment option) and Bancontant/MrCash (Belgian payment option).

    • How long does a refund take?

      When we have received and approved a return, the payment will be refunded to your provider within 3 business days. The processing of the refund depends on your payment provider. It can take a number of days to a week in general. Please note that, in general, a refund through a Creditcard takes the longest.

    • Are the prices in the webshop the same as in your retail locations?

      Yes, we use the consumer advice price in your webshop, just like we do in the stores.

    • Can I pay with vouchers / gift cards?

      Sadly, this is not (yet) possible.

  • Exchanges & returns

    • How can I return or exchange my product?

      You can read here how you can return or exchange your product. Have you not received a return form, or have you lost it? Don't worry, you can also download the form here.

    • Is there a fee for a return or exchange?

      Within the Netherlands, you can use our freepost number and the return is free. Within and outside the EU, the costs for shipping and returns will be borne by you. This also includes additional charges like duties and taxes due to customs, if applicable. Do you want to exchange the shoes? We will send you your new shoes for free.

    • Can I return a discounted product for free?

      You can return orders for free within the Netherlands using our free post number. Provided that the shoes are unworn, in their original packaging and returned within 30 days of receipt. Outside of the Netherlands, the costs for returning a product will be for your own account. This also includes additional charges like duties and taxes due to customs, if applicable.

    • How can I return a product if the packaging is damaged?

      We can efficiently help you if you mail a picture of the damaged packaging to our customer service department. The address is webshop@blackstone.nl

    • Will you refund my shipping costs if I return my order?

      If you have paid shipping costs for the delivery and we approve the return of the entire order, we will also refund the paid postage.

    • How many days can I keep a product for inspection?

      Blackstone applies a return period of 30 days. This means that you have 30 days to determine whether you want to keep the shoes or return them after you receive your order.

    • Can I also return my product to one of your stores?

      Sadly, this is not possible.

  • Warranty & complaints

    • How can I best maintain my product?

      In the footer of every page you can find a link to 'Maintenance', this also contains a number of tips on keeping your shoes look good as long as possible.

    • I have received a wrong, damaged or discoloured product. What now?

      Oh no! Of course, this should not happen. We can immediately get to work on it if you mail us a picture of the shoes. Mail it to webshop@blackstone.nl, and we will contact you as soon as possible.

    • How can I submit a complaint about a product?

      You can submit complaints by email, preferably with a photograph of the complaint. We can immediately see what's wrong, and help you as quickly as possible. Send your email to webshop@blackstone.nl and we will contact you as soon as possible.