Frequently asked questions

Shipping

- Do you offer worldwide shipping and do you offer a VAT discount on outside EU shipping?
- How much are the shipping costs?
- What is the delivery time for my order?
- Is it possbile to order from outside the EU?
- I just placed my order on your website. When will you ship my order?
- How can I track my order?
- I am experiencing issues regarding the delivery of my order. How do I resolve this?

Billing and payment
- Why is my Creditcard or Debitcard payment handled by a paymentserver?
- Which payment methods do you offer?

Returns
- What is the procedure if I want to return my order?
- I have received a defective or an incorrect product. How do I return these products?

Other questions
- I subscribed to your newsletter, how can I unsubscribe?
- Does The ShoeCare-Shop also sell business to business?

Do you offer worldwide shipping and do you offer a VAT discount on outside EU shipping?

Yes, we offer shipping to most countries of the world. Also see your shipping table below. And if you order to a destination outside the EU we do not charge EU VAT. All prices on our .com site are already displayed without EU VAT. The ShoeCare-Shop is not aware of or takes responsibility for local taxes and/or import duties charged to you.

Shipping

How much are the shipping costs?

Shipping costs

We ship your order from the Netherlands using FedEx Economy service to the your country at the rate as mentioned in the table underneath:

What is the delivery time for my order?
Normally you should receive your order within 4 to 7 workdays, but a better indication you will find in the table above.

I just placed my order on your website. When will you ship my order?Usually, when you place your order before 13:00 on our website we ship your order the same day. Please note that engraved products, shoes and products that are marked as temporarily out of stock will take longer to be shipped. For those products it says on the product page how long it will take for us to ship your order.  After packing and processing your order we will send you a shipping confirmation email with the tracking information. If you did not get any confirmation from us please let us know by sending an email to: support@distinctly-different.com

How can I track my order?
After packing and processing your order we will send you an email with the tracking information you need to follow your package online. If you did not receive this email please let us know by sending us an email at: support@distinctly-different.com

I am experiencing issues regarding the delivery of my order. How do I resolve this?
If you are experiencing issues with the delivery of your order or simply are experiencing long delays please contact our support team. They will then instruct you how to proceed or most of the times even resolve the issue directly with the delivery company if possible. Please send us an email at: support@distinctly-different.com and we will gladly help you resolve the issue. If you were not home or are not able to receive the package we can sometimes still alter the delivery address or give you instructions on how you can schedule another delivery attempt.

Ordering

Is it possible to order from outside the EU?
It is possible to place an order from outside the EU, please contact us at support@distinctly-different.com to check the shipping rate to your country.PaymentWhy is my Creditcard or Debit card payment handled by a payment server?
We process your payment through an external payment server to ensure the safety of your details.Which payment methods do you offer?
Please check our payment methods.

What is the procedure if I want to return my order?If you want to return an order, please make sure to return the goods within 45 days. To get the details on how you can return your order please contact us via support@distinctly-different.com. You will then receive instructions for the return. Please note we do not refund the costs made returning your order, but when you want to change an item for something else or a different size we will send you that product for free. In case of a refund, you can return your order to us within the 45 day return period and we will refund your entire purchase including original shipping fee to your account within a 14 day period. Please note that we do not refund any costs for returning the goods to us.
If you bought cedar shoe trees and you are under the impression they are too small or too large, we advise you to try adjusting the nose part of the trees by turning the screw in the middle hole of the nose part tighter or looser. This will enable you to set the tension of the trees. Custom engraved products cannot  be returned.

I have received a defective or an incorrect product. How do I return these products?If we shipped a different product than the one you ordered or if you received a broken product we can in most cases we offer to send you a replacement product. If that is not possible due to time constraints or other reasons we can also offer you a full refund instead after you ship back the incorrect item. If products need to be shipped back to us we will either request you to ship back the products back to us using a local parcel service or have the package picked up and give you a pre-paid shipping label. If neither of these two are suitable solutions we can also look at different way of solving the problem depending on the situation. Of course in this case we will contact you with a fitting proposal.

Other Questions

I subscribed to your newsletter, how can I unsubscribe?
If you want to unsubscribe to our newsletter, please send an email to support@distinctly-different.com with the subject 'Unsubscribe newsletter'.Does The ShoeCare-Shop also sell business to business?Yes, we sell business to business and can offer our business clients even better prices. If you are interested, please contact us at support@distinctly-different.com.