If you have a complaint and would like to claim warranty, please submit your complaint digitally via this link. Once you have filled in the digital form correctly, you will receive a confirmation of your complaint submission. Within five working days, we will contact you regarding the further handling of your complaint.

When submitting your complaint, we require the following information:

1. The order number of the order with which the item in question was purchased. This number can be found in the order confirmation you received, upon purchase, via email from webshop@florisvanbommel.com. The order number typically looks like this: DE12345678.

2. A clear description of the complaint

3. Pictures of:

The problem

The bottom of the shoe

The top of the shoe

Both sides of the shoe.

The inside of the shoe, angled towards the toes as much as possible.

The legal warranty provisions apply to all items in our online store. This means that you have the right to a good product. After receiving a complaint, we investigate whether it is an imputable complaint or if the product is sound and the complaint is a case of unimputable wear or damage. To do this we look at, among other things: the age of the shoe, intensity of wearing, maintenance, external factors, load on the shoe, and the nature of the complaint. If necessary, we will also investigate the product and material properties of the shoe.

If you have a complaint and would like to make a warranty claim, please contact the brand store in which you purchased the item. Make sure you have proof of purchase, such as the receipt or a bank statement showing the transaction.

If you are unable to visit the brand store, please submit your complaint via this link. Once you have submitted your complaint digitally, you will receive acknowledgement of receipt. Within five working days, we will contact you about the further handling of your complaint.

When submitting your complaint digitally, we require the following information:

1. A clear description of the complaint

2. Pictures of:

The problem

The bottom of the shoe

The top of the shoe

Both sides of the shoe.

The inside of the shoe, angled towards the toes as much as possible.

3. A proof of purchase. This can be one of the following:

Copy of your receipt

Copy of your bank statement

The legal warranty provisions apply to all items in our brand stores. This means that you have the right to a good product. After receiving a complaint, we investigate whether it is an imputable complaint or if the product is sound and the complaint is a case of unimputable wear or damage. To do this we look at, among other things: the age of the shoe, intensity of wearing, maintenance, external factors, load on the shoe, and the nature of the complaint. If necessary, we will also investigate the product and material properties of the shoe.

Please contact the respective dealer concerning your issue. Make sure that you’re able to present a proof of purchase such as a receipt or a bank statement including the transaction. If you’re unable to physically visit the dealer, please contact them through phone or email to discuss the complaint process. For various reasons (explained at the question below), Floris van Bommel can’t process complaints concerning items bought through a dealer.

There are a number of reasons why Floris van Bommel can’t process the warranty procedure for items bought through a dealer. The most important three are:

Legal: To protect consumers, the law dictates that the selling party (dealer) is responsible for the quality of a product. This responsibility progressively travels up the chain. The dealer has rights regarding their supplier, who in turn has rights regarding their supplier, etc. This way, a consumer always has a party to turn to or hold accountable, even if the producer of a product is not known or difficult to contact. As such, a Floris van Bommel dealer, anywhere in the world, is directly responsible for the quality of the products they sell. All responsibility procedures at Floris van Bommel follow this legal guideline. Therefore, it is not possible to skip part of the chain and hold Floris van Bommel directly accountable.

Business agreement: You entered a business agreement with the selling party (the Floris van Bommel dealer). This selling party has sold you a product and you have paid money for it. Assessing a complaint may have consequences for this business agreement. You may be entitled to a full refund of the purchasing amount. However, this money is not in the possession of Floris van Bommel. Yet, if the complaint is found valid, you must be reimbursed. Floris van Bommel is not in a position to force the selling party to refund the purchasing price. The selling party will always want to assess the complaint themselves and decide that action needs to be taken before a settlement can occur.

Service: Floris van Bommel is not aware of your personal situation, the advice the dealer has given you and the agreements you may have made with the dealer. Following advice on fit, material, maintenance, fabrication, intended use as well as your personal physical attributes have a direct impact on the longevity of a product. It is possible that the dealer convincingly advised you on a specific type of shoe, and that later a complaint arises because this shoe was not ideal for the intended use. If Floris van Bommel were to assess the complaint, the conclusion would be that the shoe was used incorrectly and therefore the warranty claim is void. Your dealer however would confirm that the advice was incorrect and will reach a settlement with you. To properly assess a complaint and prevent future issues from arising relevant knowledge of the wearer, shoe, and circumstances surrounding the purchase are of crucial importance. Your own dealer is the ideal person for this.

Please reach out to us by phone (+0031 (0)13 51 36 940) or email (webshop@florisvanbommel.com). If you prefer to take your issue up with an impartial third party there are organisations you could look into:

You can present your complaint to the consumer advocacy organisation in your country of residence.

Floris van Bommel does not offer its own repair service. Residents of The Netherlands or Belgium are advised to contact a shoemaker who’s a member of the Schoenmakersgilde (NL) or who is certified as a ‘Van Bommel meesterschoenmaker’ (BE). These shoemakers abide by the quality standards of Floris van Bommel and may have access to original Floris van Bommel repair materials. More information on either organisation, as well as a search engine for finding a shoemaker near you, can be found here: www.schoenmakersgilde.nl or www.meesterschoenmaker.be