General Questions

Is there a price difference between the physical store and the webshop?

The prices in our physical store and online shop are completely identical. We apply a transparent and consistent pricing policy, ensuring you always pay the same fair price everywhere. Promotions and discounts are always clearly communicated and generally apply to both sales channels, unless stated otherwise.

How accurate are the product photos on the website?

We place great importance on professional product photography in our own photo studio to provide you with the most realistic and representative image of our children’s shoes and accessories. Colours, textures and details are reproduced as accurately as possible.

However, please note that we work with natural materials such as leather, and that each pair is handmade. As a result, slight variations in colour, texture and finish may occur. These differences are inherent to the product and part of its natural appearance.

In addition, colours may vary slightly depending on screen settings, lighting conditions and device type. The product photos are therefore always intended to provide as accurate a representation as possible, but minor deviations can never be fully excluded and are considered normal product characteristics.

Do I receive a discount voucher with an online order?

No discount vouchers are included with online orders. Discount vouchers are exclusively issued with purchases in our physical store. This also applies to exchanges in-store.

Can I use my Gezinsbond card in the webshop?

It is currently not possible to use your Gezinsbond card online. The benefits and loyalty points apply only to purchases made in our physical store.

What if an item is out of stock?

We work with exclusive children’s shoe brands, which means restocks are not always possible. In addition, our physical store has priority over online stock. As a result, it may exceptionally happen that an item is sold in-store while still appearing available online. If this occurs, we will contact you as soon as possible and fully refund your purchase.

Can I return an item?

Yes, you can return items within 14 days after delivery, provided they are in their original condition, including packaging, accessories, and the order slip.

Returns can be made via DPD or free of charge in our store. Please register your return by email at [email protected]. You will then receive a return label to print. Refunds (excluding any shipping and return costs) are processed within 7 working days after receipt and inspection of the returned item.

For full details, please refer to our complete return policy.

An item is missing from my order

Please contact our customer service within 7 days of receiving your order via [email protected] or by phone at +32 (0)11 81 66 79. Always include your order number and the relevant item so we can assist you quickly.

There is an issue with an item in my order

All our products are carefully checked before shipping. If you still experience a defect or issue, please contact our customer service immediately at [email protected] or +32 (0)11 81 66 79. Include your order number, item number, and a clear description and photo of the issue. We will ensure a fast and appropriate solution.

How do I choose the correct size for children’s shoes?

On our website you will find a clear size guide as well as a step-by-step video explaining how to measure your child’s foot correctly. Accurate measurement is essential for comfort and proper fit. If you are unsure, our team is always ready to provide personal advice.

What is the delivery time?

The average delivery time within Belgium is 1 to 3 working days. During busy periods or for specific orders, this may take slightly longer. You will always be kept informed via email. International deliveries may require additional time.

Which payment methods are accepted?

In our webshop you can safely pay using Bancontact, credit card, KBC/CBC Payment Button, Belfius Pay Button, iDEAL, Apple Pay, Google Pay, and PayPal. All payments are processed through secure payment platforms to ensure maximum safety and convenience.

Can I change or cancel my order?

We recommend contacting our customer service as soon as possible for any changes or cancellations. Once an order has been processed or shipped, it can usually no longer be modified. Please contact us immediately at [email protected] or by phone at +32 (0)11 81 66 79 so we can check what is still possible.