At Shoebella, every pair is finished by hand in our atelier in Mouscron, and we make sure it reaches you with the same care. Click a question to read the answer.
Shipping
When will I receive my order?
Because every pair is finished by hand in our atelier, expect on average:
- Belgium: 5 business days
- Rest of the EU: 8–10 business days
- Outside the EU: depends on customs, which is unfortunately out of our hands.
Your expected delivery date is also shown at checkout. Around a new drop or during the holidays, it may take a little longer.
Which carrier do you use?
We ship with DPD and GLS. Your parcel is insured and always sent with tracking.
Is shipping free?
Yes. Shipping is free to all EU countries, with no minimum order. For destinations outside the EU, shipping costs are calculated at checkout.
Will I get a tracking number?
Yes. As soon as your parcel ships, you'll receive an email with a link to track it. DPD or GLS will also let you know when your parcel is being delivered, so someone can be home.
Can I pick up my order?
Yes. Choose free pickup at our atelier in Mouscron at checkout. Within 2 business days, we'll let you know your pair is ready.
My size is sold out. How long will I wait?
For our permanent models, we remake sold-out sizes for you. The expected lead time is shown on the product page and in your confirmation email. Sold-out sizes from limited drops are not remade.
Do you ship outside the EU?
Yes, to a number of countries outside the EU. You'll see at checkout whether your country is available. If in doubt, email us before you order.
Will I have to pay customs duties or taxes?
Not within the EU: all prices include VAT. For orders outside the EU, import duties, local VAT and clearance fees may be charged by customs or the carrier. These costs are not included in our prices and are paid by the buyer. Orders outside the EU may also be delayed by customs checks.
What if my parcel is delayed, lost or damaged?
Until your parcel has been delivered to you, it is our responsibility. If it hasn't arrived a week after the expected delivery time, or arrives damaged, email us at info@shoebella.be. We'll contact DPD or GLS and sort it out: a new pair or a refund.
My parcel shows as delivered, but I haven't received it. What now?
First check around your front door, with your neighbours and at any nearby parcel point. If you can't find it, email us within 3 days of the delivery notice with your order number. We'll open an investigation with the carrier.
What if I entered the wrong address?
Email us as soon as possible at info@shoebella.be. If your parcel hasn't shipped yet, we'll update the address free of charge. If a parcel comes back because of an incomplete or incorrect address, we may charge the cost of reshipping.
What happens if my parcel isn't collected or is refused?
It comes back to our atelier and we'll get in touch. We'll send it again, or treat it as a return under the conditions below.
My order arrived damaged. What should I do?
Email us as soon as possible, ideally within 2 days, with your order number and photos of the packaging and the shoes. We'll fix it at no cost to you.
Returns
Can I return my order?
Yes. You have a 14-day cooling-off period from the day you receive your order. Within that time, you can return it without giving a reason. After letting us know, you have another 14 days to send the parcel back.
How much does a return cost?
Returns are free within the EU: we'll send you a DPD or GLS return label. If you live outside the EU, return costs are yours and you ship the parcel yourself, with tracking.
What condition should the shoes be in?
You can try your sneakers on as you would in a shop: indoors, on a clean surface. Send them back unworn, with the original box, insoles, laces and accessories. If they've been worn outside or damaged, we may deduct the loss in value from your refund.
How do I return?
- Within 14 days of receipt, email retour@shoebella.be with your order number, the model, and whether you'd like an exchange or a refund.
- If you live in the EU, we'll send you a free return label within 2 business days.
- Pack the shoebox in a sturdy shipping box and drop the parcel off at a DPD or GLS point.
- Once your return has been checked at our atelier, you'll get a confirmation by email.
When will I get my money back?
Within 14 days of letting us know you're returning. We may wait until your parcel has reached us. You'll get the full amount back via the same payment method; with Klarna, your payment is adjusted.
Can I exchange for a different size?
Yes. Mention the size you'd like in your email. If it's in stock, we'll reserve it and ship it free once your return arrives. If your size of a permanent model is sold out, we'll remake it for you. For limited drops, we'll refund you if your size is gone.
Not sure about your size?
The Samba and Gazelle run a quarter size small; the Spezial runs true to size. Feel free to email us before you order.
Are there orders I can't return?
Yes: personalised orders that we make to your own specifications, such as your own design, name or colour combination. They're made especially for you, so the cooling-off period doesn't apply. This is clearly stated before you order. Our collection models and limited drops can be returned as normal.
What warranty do I get?
All our sneakers come with the 2-year legal guarantee on defects present at delivery. Normal wear, misuse or improper care are not covered. Because every pair is finished by hand with vintage materials, small differences in colour, pattern or finish are not defects: they make each pair unique.
Contact
How can I reach you?
Have a question about your delivery or return? Email us, ideally before you order if you're unsure. We reply within 24 hours on business days.
Shoebella
Atelier: Impasse Saint-Paul 16, 7700 Mouscron, Belgium
Email: info@shoebella.be
Returns: retour@shoebella.be
Company number: BE0826.418.521
Website: shoebella.be