Customer Support & FAQ

Find your answer quickly and easily on our customer service page.
+31 6 53616456
Mon / Fri from 09:00 - 17:00
Live chat
Mon / sun 09:00 - 17:00

How to contact us: 

The most efficient way to contact us is by email or WhatsApp. We are not always able to get to the phone in time. Please note that we are based in the Netherlands, Europe.

Regular business hours are from 09.00 to 17.00 CET (Central European Time). Our showroom and the possibility for pickup and fitting are only available AFTER placing a paid order and only during business hours by appointment only, Monday to Friday.  

The easiest way to contact us is to email us directly at: [email protected]. You can also use the form below to send a message to this email address. 

NLThe second best is to contact us via WhatsApp: +31 6 53616456.  Send a message using your favourite device and state your question (don't forget to send us your order number). You can also call us directly or leave a voicemail message with this number.


Language support

We speak and write: English and Dutch.

We also read German, Italian and French. Feel free to email or WhatsApp us too in these languages. We will answer in English or Dutch.

Contact us

Contact details

+31 6 53616456
COC number: 65915127
TAX/VAT Number: NL856314729B01
Italian High Heels by Sanctum Shoes Boteyken 313
3454 PD UTRECHT-De Meern
The Netherlands

Frequently asked questions

When do you ship?

We ship during business hours, Monday to Friday, from our warehouse in Utrecht, the Netherlands. Order placed will normally be shipped the next business day. 

How do we pack the shoes?

Shoes are always packed in a plain brown carton box or bubble wrapped in paper without any marking on the outside. The sender on the address label is "FashionHub BV". 

There is not any mention of the content or the name of our webshop on the shipping box. It is neutral shipping. 

Most orders are shipped in a sturdy brown carton box. Some shoes are shipped in plain brown paper when the shoe box has an odd size for which we do not have a box.  For international orders, we can repack the shoes from the original box into one box to save on shipping costs that are determined bases on volume weight. 

What are the shipping costs?

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

Please note: for destinations outside the EU we deduct 21% VAT from the order. Customs and handling fees may be applied by local customs. We are not responsible for any additional fees after the transaction in our webshop is made and we can not refund any customs fees in case 

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

Can you ship to a pickup point?

Yes, it is possible to send your package to a pickup point. You can find pickup points near your location at the checkout. 

Shipping to the UK

We are shipping to the UK again. Only DHL is working OK. Shipping costs for a regular package went up from 14 Euro to 29 Euro with  DHL (an extra 5 Euro handling fee is included). DHL charges these costs for the handling at UK customs.


Payment of VAT and import duties are shifted to you 

For all UK orders the payment of VAT will be shifted to the buyer. This also includes the possible payment of import duties. Please note: this means that you may have to pay VAT and import duties as a buyer when the package is delivered to you.

If you order in our shop as a customer with a UK address, you do not pay the 21% VAT anymore. The VAT is "shifted" to you. We will include an invoice with the order value excluding VAT to the package for UK customs.

We will not pay any VAT or import duties in advance. As a buyer, you are responsible to pay any taxes on our shipments when required by UK customs.

Creditcard payments: why do you get a validation email?

Some creditcards do not have the 3D security feature that is required for European payments. Most of the USA and some German creditcards do not have this feature yet. Your creditcard provider will ask for a confirmation for the payment instead. Please answer this email and confirm the payment. You may also choose a different payment option like paypal or bank transfer.  

Why do I pay extra costs for Paypal?

Paypal offers extra services to protect customers when buying online. It is like insurance. Paypal is also very expensive. We pay 4-6% extra costs on top of the costs of a credit card or bank transfer. 

We do not think it is fair if we have other customers pay for the insurance that some of our customers want via Paypal. 

We, therefore, ask the customer to pay their insurance fee themselves. 

Fraud detection email from your creditcard company?

For customers from the US: you might receive a "fraud detection" notice from your credit card issuer after ordering in our store. This is a standard notice if your creditcard does not yet have "3D Secure" protection for transactions outside the USA. You will have to confirm your payment to us with the credit card issuer before we can process your order and receive your payment.

How do I return a product?

You can use the official EU withdrawal form. However, it is easier to email us at [email protected]. Always state your order number with the request and which products you want to return, preferably with the reason for return!

You will then receive a return instruction and a return number. Only send the return if you have received the return instruction and return number. We cannot process returns without a request or return number. 


How long do I have to return my order?

Products that were bought from stock can always be returned within 14 days according to European regulations. Return and exchange for a different size or colour is always possible when this model is still in stock. For EU customers one exchange is free.  

Do you provide a return labels?

For customers in the following countries, we offer a paid return label which in many cases is cheaper than paying the return costs yourself. You will receive the link to the portal from us as soon as you request a return number.

Country Costs € return label Shipping options
Netherlands 4,50 DPD, DHL, PostNL
Belgium 6,95 DPD
Germany 6,95  DPD, DHL
France 7,95 DPD
Spain 14,10 DHL
Denmark 13,00 DPD
Poland, Czech Rep. 13,00 DPD
Sweden, Finland 16,20 DPD
Spain  17,00 DHL return 
Italy 19,50 Postal service
Austria 12,75 Postal service (PostNL return)
Slovenia 15,00 Postal service (PostNL return)

For other EU countries, we can't offer return labels due to the limitations of DHL, PostNL and DPD. Please arrange a shipping label for your country yourself. Please note that for some regions, and islands in the above countries, there is still no discounted return label possible. 

How long does it take to process my return shipment?

After receiving your returned product, our warehouse will check the returned goods. After this check the exchange for another size or model will be shipped or refund will be made. This is normally within 7 business days after receipt of your return in our warehouse.

When do you process my return?

It takes normally a week to process your return after it arrived in our warehouse. If a refund is applicable this may take 7 days to process. depending on the payment method you used to order. 

Made To Measure (MTM) or Made To Order (MTO) returns

Products that were made to order/measure for you can't be returned. Warranty still applies to any production flaw there might be.  

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