How can I see if an item is available in my size?
Click on an item and you will see all available sizes listed to the right. If you are able to select a specific size, then it means you can order it. In case you are unsure, please contact our customer service.
Optionally, you can sign up for a notification by using the "Size not available" button. Fill in your details and you will receive an e-mail as soon as the item is available in your size again.
How can I find out how a shoe or boot fits?
In general, all of our shoes and boots have a standard fit according to their size. If that is not the case, then we make this clear in the description of the particular item.
How is the heel height measured?
The heel height is measured along the centre of heel.
Is the collection on the webshop the same as the collection in stores?
The collection available in our webshop is not always available in full at each of our eighteen stores. If you would like to find out whether an item is available at one of our locations, we recommend you contact that particular store by telephone. Alternatively, you can contact our customer service to find out whether the item is available at the store of your choice.
Is the Van den Assem Shoes website secure?
We use a secure connection to transfer you to the online payment system where your transaction is processed. The small padlock symbol at the bottom of your screen indicates that your details are encrypted before being sent via the secure connection. Once the online payment system has received your payment, we prepare your order for shipment.
Is Van den Assem Shoes an official UGG dealer?
Yes, Van den Assem Shoes is an official UGG dealer. Please note that there are other websites online imitating the layout of our webshop to create the impression that they too are official UGG dealers. In cooperation with UGG, we are currently working to prevent sales via these webshops as they not only copy our website, but also do not sell official UGG products.
How can I place an order?
Placing an order via our website is convenient and easy. Add the desired item(s) to your shopping cart by clicking the 'Add to cart' button. If you have a gift voucher, you can input this by clicking the 'I have a gift voucher' button.
After you have added the desired item(s) to your shopping cart, you can continue to the next step in which you fill in your address and contact details. We require these details to be able to ship your item(s) to the correct address or to contact you in case we have any further questions. During this step, you can also indicate whether your item(s) should be sent to an address other than your home address. Finally, you select which method of payment you wish to use and then continue to the next step.
At this point you will see a complete overview of your order. If you approve, then you will proceed to Buckaroo, our payment system. Once your order has been successfully placed, you will receive an order confirmation from us by e-mail. Once your order has shipped, you will also be notified by e-mail. In the shipment confirmation e-mail, you will receive a track-and-trace code from PostNL which you can use to track your shipment.
Is there a maximum number of items I can purchase under one order?
You can purchase up to four items under a single order. If you wish to purchase more than four items, you can place as many additional orders as you wish.
If I place an order for an item, is it possible that the item may actually be out of stock already?
Unfortunately in some instances an item you have ordered may actually be out of stock. We make every attempt to prevent this from happening and to always ship any item you order, as quickly as possible.
What payment options may I use?
When placing your order, you may choose to use any one of the following payment options: iDEAL, credit card, PayPal, Fashioncheque, American Express and Bancontact/Mistercash. Your payment will be processed by our payment system, Buckaroo. If you prefer, you can also choose the option for payment on delivery. In addition to the payment-on-delivery option, we have also recently started accepting payment via Klarna.
What is Fashioncheque?
Fashioncheque is a payment method in the form of a fashion gift card which can be used to pay online as well as in shops. Fashioncheques can be purchased at over 8,500 points of sale throughout the Netherlands. After activation, a Fashioncheque remains valid for one year. A Fashioncheque cannot be redeemed for cash. If you use Fashioncheque to pay for an item from our webshop but then return the item, you will be credited for this amount in the form of a discount code which can be used on our webshop.
What is American Express?
American Express is a payment method in the form of a card. An American Express card is similar to a credit card except with this card you earn Membership Rewards Points or Award Miles. With these points or miles, you have access to special offers and discounts from participating partners.
What is iDEAL?
iDEAL is a system for transferring payment using your home internet banking system The following banks participate in the iDEAL banking system: ABN AMRO, Fortis, ING, Rabobank, SNS Bank, ASN Bank, Knab, Regiobank, Triodos bank and Van Lanschot. When you pay using iDEAL, you use your usual internet banking portal which is protected by all the security measures set in place by your own bank.
What is Buckaroo?
Buckaroo is a payment system designed for electronic commerce. Whenever you pay using iDEAL or a Visa, Mastercard or American Express card, your payment is processed using this system. Once you have indicated that you wish to proceed to payment using iDEAL or a credit card, the webshop transfers you to the Buckaroo website. Buckaroo gathers all the necessary information and processes the payment request. After payment has been verified, Buckaroo informs us of your payment and you automatically return to our webshop.
Would you like to receive your shoes on the same day you order them? For a fee, you can request same-day delivery and, if you order the shoes before 12:00 noon, they will be delivered to you on the same day.
* Due to the high volume of incoming orders during sale periods, we strive to ship your order within five working days.
How does same-day delivery work?
Same-day delivery means that items you order before 12:00 noon can be delivered to you later on the same day. However, this option is only available if the shoes are in stock at our warehouse. When you click on the desired size, you can see whether the text 'Same-day delivery possible for €3.95' appears; in this way, you can see whether same-day delivery is available. The costs of same-day delivery are non-refundable in case you decide to return the item(s).
What is PayPal?
PayPal is a payment method used worldwide which is linked with your e-mail address(es). By inputting your e-mail address and the associated security code, you can deposit or transfer money to or from your PayPal account. You can make your payment using your PayPal account. To do so, you must have a PayPal account. You can open a PayPal account at www.paypal.nl. Opening a PayPal account is free, safe and secure. PayPal accounts may be opened by companies as well as individuals.
Do the listed prices include VAT?
Yes, the prices include VAT.
How long does it take to ship my order?
We ship your order within one to three working days* after the order date. After our thorough quality control, PostNL delivers your order to the shipping address you specified. In case your shipping address is outside the Netherlands, the shipping may take a few days longer.
For items that are in stock at our central warehouse, if you place your order before 15:00, you will receive them on the next working day.* Whenever you select the desired size of an article, the shipping time for that item will appear. In this way, you can see whether the item can be delivered the next day.
What are the shipping costs for my order?
There are no shipping costs for regular orders shipped within the Netherlands. However, if your order is less than € 50,00 , we will charge a shipping fee of €3,95. In addition to shipping within the Netherlands, we also ship internationally.
Shipments sent to outside the Netherlands are delivered by UPS to the address you specified. We are shipping worldwide. For international shipments, just like with shipments to within the Netherlands, the order will be shipped within one to three working days from the order date and will then be delivered within a few days.
If you choose the option for same-day delivery, which is only possible when you live in the Netherlands, you pay €3.95 for the shipment. In that case, orders placed before 12:00 noon will be delivered to you later on the same day.
If you live outside the Netherlands, shipping costs may apply. Below is an overview of international shipping costs.
Country Shipping Costs:
Bosnia and Herzegovina (+€32,95)
Canary Islands (+€22,95)
Costa Rica (+€47,95)
Czech Republic (+€6,95)
Dominican Republic (+€32,95)
El Salvador (+€47,95)
UK - Wales (+€8,95)
New Zealand (+€47,95)
Puerto Rico (+€32,95)
San Marino (+€11,95)
Saudi Arabia (+€47,95)
Sierra Leone (+€47,95)
South Africa (+€47,95)
Sri Lanka (+€47,95)
Turks and Caicos Islands (+€32,95)
United Arab Emirates (+€32,95)
United States (+€32,95)
Will I receive an order confirmation?
Yes, you will receive two confirmation e-mails regarding your order, which means it is very important that you provide the correct e-mail address. The first e-mail is your order confirmation, which confirms that your order has been received and is being processed. The second e-mail is a payment confirmation. Once your order has been shipped, you will also receive an e-mail with a track-and-trace code so that you can track the status of your shipment.
Please note: This order confirmation is also your proof of payment. We recommend that you save and/or print this.
If I place multiple orders, can these be combined into one single order?
We process every order individually. That means it is unfortunately not possible to combine multiple orders into one single order.
Who delivers my order?
PostNL delivers your order to the shipping address you specified. Because PostNL operates the largest network for postage, parcel service and e-commerce in the Benelux, they ensure us a quick, efficient and accurate delivery for your order in the vast majority of cases. Upon delivery, you must sign to confirm receipt of the order to verify that the order has been delivered to the correct recipient. Unfortunately it is not possible for the order to be accepted by a neighbour on your behalf. If you are not at home to receive your order, PostNL will attempt to redeliver the order on the following weekday/Saturday. In case you are not at home to receive the package during the second delivery attempt, the package will be held for you at the nearest post office where you can collect it yourself.
We have partnered with UPS to deliver orders to locations outside the Netherlands. Costs may apply for shipping to other countries in Europe. You can find an overview of shipping costs under the FAQ 'What are the shipping costs for my order?' under the heading 'Shipping.'
Can I return my order?
If you wish to return an item, you have the right to do so by notifying us within 14 days after the item has been delivered. After you have informed us that you wish to return an item, the item must be returned within 14 days. Enclosed with your order is the European Standard Form (Return Form) which you can use to return the item if you wish. We ask that you fill in the form and enclose it with the item(s) your are returning. Please clearly indicate that you wish to receive a refund of the amount paid for the returned item(s). On the return form, you will find a shipping label with the return address that you can use to send back the item(s).
You can hand in the return package to a PostNL representative where the package will be labelled with a 3S code. Using this code, you can track the shipping progress of the package via the website jouw.postnl.nl. In this way, you can see when the package has arrived at its destination.
Whenever you return your order or indicate that you would like to return it, your account will be refunded in the full amount of the purchase along with any shipping costs, as quickly as possible and within 14 calendar days at the latest. Optional costs for extra services (such as evening delivery) are non-refundable. Your refund can only be issued after your returned package has arrived to us or once you can prove that you have shipped the return package to us.
If a returned item is damaged when it arrives to us, then unfortunately we cannot refund the item in full. In case of further questions, please contact our customer service by sending an e-mail to firstname.lastname@example.org.
Our return address is shown below:
Van den Assem Schoenen
2900 VB, Capelle aan den IJssel
Can I exchange items?
If you wish to exchange an item for another one, then this is possible during the first 14 days after delivery of your order. In that case, we ask that you fill out the return form enclosed with your order and enclose it with the item(s) to be returned. Please indicate clearly that you would like an exchange for the item(s). Please write the article number(s) of the item(s) you wish to receive in exchange, along with the shoe size, if applicable. On the return form, you will find a shipping label with the return address that you can use to send back the item(s). We will cover the return shipping costs for any orders returned from within the Netherlands. Additionally, you do not have to pay shipping costs for the exchange items. You can hand in the return package to a PostNL representative where the package will be labelled with a 3S code. Using this code, you can track the shipping progress of your return package via the website www.mijnpakket.nl. In this way, you can see when the package has arrived at its destination. If you are required to pay any difference in costs between the items you are returning and the items you wish to receive in exchange, you will receive an e-mail with instructions for completing your payment. In case the items you receive in exchange are lower in cost than the items you are returning, you will receive a refund of the difference within 1 to 3 working days after we receive your return package.
Will I have to pay shipping costs to return a package?
Returning a package from within the Netherlands is free of charge. For packages returned from Belgium or Germany, the customer must pay the return shipping costs. To return an order for free from within the Netherlands, please address the package to:
Van den Assem Schoenen
2900 VB, Capelle aan den IJssel
If you are outside of the Netherlands and wish to return a package, you can hand in your package to the nearest UPS representative. When you hand in your package, you will receive a track-and-trace code. You can use this code to check the status of your return shipment via https://www.upstoday.com/nl/tracking.
For packages returned from outside the Netherlands, the customer must pay the shipping costs. Below is a list of return shipping costs for each country. To return your package, please hand it in at the nearest UPS pick-up point. The shipping costs will be deducted from the refund amount.
Return shipping costs per country
Czech Republic €13.95
United Kingdom €9.95
Republic of Ireland €9.95
Can I return or exchange discounted items?
Our general terms and conditions also apply to discounted items, which means you can also return such items to us for a refund or exchange.
Is there a warranty on my webshop order?
A general warranty applies for six months following your purchase, and all rights with regard to warranty and conformity that you are entitled to as a consumer shall be applied without prejudice. This legal warranty stipulates that the product must fulfil your expectations. The warranty is only valid if you are in possession of your order confirmation or proof of payment. Defects other than those caused by wear and tear will be repaired with due care. In case repair is not possible, you will receive a replacement item from us. If no replacement item is available in stock, you will receive a refund of the purchase amount. We will not accept any return packages with post-pay shipping costs or payment-on-delivery requirements.
When does the sale period begin?
We do not observe the same fixed dates for (clearance) sales each year. The sale period is determined based on sales volumes each season.
What happens if you lower the price on an item I have recently ordered/received?
Unfortunately we cannot determine in advance exactly when our (clearance) sales will begin or when discounts will be applied to items in the collection. Therefore we offer no guarantees with regard to pricing.
How can I contact customer service?
You can send your question by e-mail to email@example.com or call +31 (0)88 133 31 33. If you have already placed your order, please be sure to mention your order number.
How can I file a complaint?
If you wish to file a complaint, we kindly ask you first to contact our webshop by phone on +31 (0)88 133 31 33 or send your complaint by e-mail to firstname.lastname@example.org. We will respond within 24 hours to complaints submitted by e-mail. If we are unable to respond within the normal time frame, we will respond within three working days at the latest. If we are unable to resolve your complaint, you can contact the Dutch Consumer Complaints Board for Online Shopping (De Geschillencommissie Thuiswinkel) via their website www.sgc.nl. You can also submit your complaint to the Consumer Complaints Board via the European Online Dispute Resolution (ODR) Platform at http://ec.europa.eu/consumers/odr/.