Customer Support & FAQ

The frequently asked questions at Sanctum Shoes. Is your question not listed? Contact us at [email protected] or use the form to the right. 

1 Ordering
1.1 I am outside the EU, can I order without VAT?

Yes. When you enter your country at checkout, 21% VAT will automatically be subtracted from the total amount. You may have to pay local taxes and custom duties however when our package enters you country. 

1.2 What is the sizing system for Sanctum Shoes?

Sanctum Shoes uses the European (Italian) shoe sizing system. If you are used to buying shoes in Europe (except in France) the sizes are the same as you are used to wear.

Please not specific sizing notes per brand and model. Some shoe models have a slightly different sizing than the generic European shoe size. We always mention difference in sizing on the product pages. 

If you are not sure about your shoe size in European sizes or for a specific model, please contact us and send us your measurements. See measuring your sizes

If you need to convert you US, UK or other shoe size to European, please use our size table

1.3 What is the difference between "in stock", "made-to-order" and "made-to-measure" products?

All shoes and gloves in our store are either in stock and can be delivered directly or need to be manufactured first before they can be delivered to your home. The most important difference is the delivery time and the return policy. Please see the table below to compare.

 

Type Time to deliver Returns 
In stock  Within 1 to 3 working days Possible within 14 days
Made to order 3 weeks up to 8 weeks Not possible
Made to measure 4 weeks up to 12 weeks Not possible
2 Returns
2.1 How do I return a product?

Products that are "in stock" can always be returned within 14 days according to European regulations. An exchange for a different size or colour is possible when in stock. If exchange is not possible, your money  will be refunded, excluding shipping costs, using the payment method that was used to buy the product. 

Products that were "made-to-order" or "made-to-measure" can not be returned. These products were made on your request. Only if there are flaws in material or production products may be returned. 

PLEASE NOTE: contact us first before returning products. Return shipments without return number will not be processed and will be lost. Please use the form to contact us or send an email to [email protected]

3 Shipping
3.1 What are the shipping costs?

Products are shipped within the EU by DHL or DPD, please see the shipping cost overview for Sanctum Shoes. Shipping costs are automatically calculated at check out based on country and postal code. 

If your country is not listed in the shipping overview, please contact us first before ordering. 

3.2 Where are the products shipped from?

Our "in stock" products are shipped from our main warehouse in the Netherlands. Some "in stock" boots are shipped directly from the manufacturer in Germany or Italy. The shipping costs will always be the same, no matter what the location of shipment is. 

Our "made-to-order" and "made-to-measure" products are shipped to you directly from Italy. The shipment costs are the same except if extra insurance or other shipping options are needed. 

Please be aware that shipments to a destination outside the European Union may induce extra costs for customs and taxes. You will however not pay VAT at checkout, which makes our prices 21% lower. 

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