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Delivery & Returns

We are offering free track and trace delivery on all national orders over €100 (exclusively in the Netherlands).

Order deliveries to other countries, please check the shipping costs on request. Or contact us by e-mail or phone.

When can I expect my order?
All orders are delivered from our own supply with exception from special orders (taking into account the lead time). For order deliveries within the Netherlands we use the service of PostNL. Delivery is in 1-2 working days. Jointly with your online purchase you have received a Track & Trace code to follow your order via PostNL. Deliveries are also on Saturdays, but not on Sundays and official holidays.

What will happen if I am not home?
In case you are not home on order delivery day PostNL drops a card in your postbox with alternative delivery times or a public PostNL address near to your home.

What about delivery on weekends and official holidays?
PostNL is delivering on Saturdays, but not on Sundays or official holidays. During the official holiday fuss orders may expect some hold-up. We are asking for your understanding. Check orders with your personal Track & Trace code at PostNL.

Can I pick up my order at the store?
You are very welcome to pick up your order at the Boots by M store in The Hague. Please, contact us in advance so we can pre-store your order upon your arrival in the store.

Is it possible that my order will be delivered at a different address?
During your online purchase you can add different delivery addresses. This is exclusively for national order deliveries. For other countries please contact us.

Returns & Exchanges

Items Ordered:

We understand that buying a leather garment online can be a big decision. You want something you’ll be wearing for years to come and your garment should fit you like a second skin, so for that reason, we offer a no quibble return/exchange policy on all unworn items, for any reason, within 14 days of receipt. Items worn purely to see whether they fit are not considered worn. The sole of the boots should be in perfect condition and the entire boots should be undamaged. We reserve the right to refuse a return due to damage or upon grounds of hygiene. This does not affect your statutory rights. The return should include the original packaging and brand labels if possible please. We reserve the right to send back items to you that have been returned to us after 14 days unless they are faulty. When the original package is damaged we are forced to charge you €10,- to replace the package of the returned boots.

Delivery Charge:

Delivery costs will not be refunded unless the item you received was faulty or delivery was unsuccessful.

Returns Postage:

Normally goods are returned at your own expense and any refund of this cost will be at our discretion. We will not refund the cost of your returns postage unless the item you received was faulty.

Refund policy:

In accordance with the Distance Selling Regulations you have the right to cancel for any reason up to 7 days from receipt of your order and receive a full refund. This is referred to as the "cooling off period."  We have extended the cooling off period to 14 days.

If you wish to cancel in the cooling off period you must exercise your right to cancel by informing us in writing by email to info@bootsbym.nl within 7 days. You have 14 days from the date of exercising the right to cancel to return the items to us. Please note that refunds for items bought as presents can only be given to the original payer, and if you decide to swap an item, we can't stop the payer knowing. 

You will receive your refund, credit, or exchange order (when in stock) within 2 to 3 weeks after you post the goods back to us.

Policy specific to personalised and made-to-order items:

If your item is made specifically for you, once payment is taken, no changes to the order or any cancellation may be made. Refunds will only be given in accordance with your legal rights on personalised items (faulty, damaged or unfit for purpose). If your item is faulty, damaged or unfit for purpose, please contact us at info@bootsbym.nl.

Policy specific to items purchased with voucher codes applied and gift cards:

Boots by M will issue a full refund for items purchased with a voucher/gift card that are cancelled for any reason inside of the statutory 7 day cooling off period. Voucher code or gift card orders cancelled outside of the statutory 7 day cooling off period period but within 14 days of receipt of order Boots by M will issue a store credit not a refund.  The credit will be valid until the expiry date of the original voucher/gift card used.

If your purchase was made using a voucher code/gift card and you are due a credit then you will receive the reduced amount paid only, not the original retail price. If you purchase multiple items with a voucher code/gift card and receive a higher discount value as a result, then credit will be calculated based on the resulting order value.

Exchange policy:

If you require an exchange, for example a different size or color, return the product and we will send out a replacement. Alternatively, if you require an exchange for a different product you will need to make a new purchase online, returning the original purchase back to us which will then be refunded, or store credit issued.

If for any reason stock is not available to process your order, we will email to inform you. Your store credit will be issued, or your card will be refunded immediately for unavailable stock.

How to return or exchange:

If you wish to return your order simply pack your return (preferably in its original packaging) and use wrapping to protect the shoe box. We charge you €10,- for damaged returned boots boxes to take care of replacement. Important: Always use covering if you return your order to protect the boots box!

Address your package to the Boots by M returns address and take the parcel to a Post Office. We recommend that you send returns by recorded post. Always retain proof of postage.

Return address: 

Boots by M
Noordeinde 100
2514 GM Den Haag
The Netherlands 

Complaint:

We guarantee that the goods you have ordered are free from defects when delivered. However, you should take into account the nature of our raw material. With leather being a natural product variations in shade and texture are inherent characteristics and are part of the design. Many of our garments are also hand-finished to deliberately produce unique variations in shade and texture and no two of these garments are alike.  Therefore, the images on our website should be taken as a guide only and close attention should be paid to the product descriptions before assuming something is a fault.

Should you receive faulty goods or an incorrect delivery make sure you contact our customer service team as soon as possible and no later than 14 days after delivery. We will pay for return delivery in such cases.

NOTE:

When a complaint is made an investigation of the product is carried out, in some cases we will send your complaint for further investigation to the supplier. Your views are highly valued, therefore we ask you to contact us to give us your opinions and express your concerns.

My question is not answered, what can I do?
Is your question not answered by the given information on this page? Contact us with your specific question. We are happy to help!

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