Get in touch with our Customer Service
How can we help you?
Email address
Reply within 24 hours (on working days)
Telephone
On working days available between 9:00 - 17:00 (GMT +1)
Messenger
On working days available between 9:00 - 17:00 (GMT +1)
Order
Select the size you need and click "Add to Cart" when you want to purchase a product. To complete your order, go to your shopping cart in the top right corner and click "view shopping cart" or go directly to "go to checkout". You will now enter the payment process, where you fill in your shipping and billing address and choose a payment method.
You can create a login account easily and quickly. Press the my account-icon on the top right of the page, and a pop-up will appear. Now choose "Register now" and follow the instructions.
Don't worry, this happens to us sometimes too. Press the my account-icon on the top right of the page, and a pop-up will appear. Now choose "Forgotten password" and follow the instructions.
Payment
We accept the following payment methods: iDEAL, Klarna, Mastercard, VISA, American Express, Bancontact, Bacs, GiroPay, Ratepay and Carte Bancaire. In addition to these payment methods, we also accept gift cards from: VVV Giftcard, FashionCheque, DE Kadeaukaart, Shoes&Sneakers cadeaukaart and the Webshop Giftcard.
In addition to the standard payment methods, we also accept gift cards from: VVV Giftcard, FashionCheque and the Webshop Giftcard. The remaining amount after redeeming your gift card can be paid with one of the standard payment methods (eg iDeal or Klarna). Please note! According to the European anti-money laundering directive AMLD5 gift cards are seen as electronic money, therefore a transaction with a gift card can be up to € 50. Any remaining credit can be applied to a subsequent order.
When placing your order you can choose in step 2 "Payment" for the payment method "VVV Gift Card", then click on the button "Place order". In the next screen you follow the instructions to redeem your VVV Gift Card, the remaining amount you can pay using another payment method (such as iDeal or Klarna). Please note! Because of the European anti-money laundering directive AMLD5 a transaction with the VVV Gift Card can be up to €50. The remaining credit can be applied to a next order.
A gift card transaction is limited to €50 due to the European anti-money laundering directive AMLD5. If you make a payment with a gift card for an amount higher than €50, an error message '120' will be displayed, even if the current balance on the card is higher. The remaining balance on the gift card can be used for a future order.
Shipment
We offer free shipping within the EU. Shipping outside the EU is €25, all customs and VAT obligations are then met by us. So no surprises afterwards!
The delivery time depends based on the shipping method you did choose during checkout. We display the expected shipping time during checkout. In general the following conditions apply:
The Netherlands: Order before 23:59, delivery on the next working day
Belgium: 1-3 working days
Germany: Ruhrgebiet 1-3 working days*, rest of Germany 2-4 working days
France: 3-4 working days
Rest of EU: +/- 1 week
* Zipcodes: 40, 41 42, 44, 45, 46, 47, 50, 51, 52, 53, 56, 58, 59
We ship all packages with DHL Parcel (NL). For shipments outside the EU we ship with DHL Express or FedEx depending on the destination.
You will receive a Track & Trace from us as soon as we have registered your order with DHL. Please be aware, it can take up to the next working day before the T&T information status changes. Did you not receive an email with Track and Trace information within 24 hours after placing an order? Then please contact our Customer Service department.
Returns
You can return your order within 30 days if not worn (of course you can try it on) and in original and undamaged packaging.
Do the shoes not meet your expectations? You can return the shoes within 30 days. Make sure you return the shoes unworn and in the original and undamaged packaging. Make sure your package is packed in such a way that it is suitable for shipping.
The Netherlands, Belgium, France and Germany
For customers in The Netherlands, Belgium, France and Germany this is free of charge via a DHL service point, please announce your return here and we will send you a returnlabel.
Other countries
For other countries, the return costs are at your own expense. We are not responsible for products that are returned to us incorrectly. We recommend using a courier service that insures the value of the items you are returning or at least provides you with proof of shipment. Then send everything to the following address:
Blackstone Footwear Returns
Noordpool 4
2801DH Gouda
The Netherlands
Returns from The Netherlands, Belgium, France and Germany are free of charge and can be made at a DHL Service Point near you using the return label that you will receive after you have announced your return. For consumers in other countries, the shipping costs are at their own expense.
Netherlands, Belgium, France and Germany
You don't need to write down the return address, you can announce your return here and we create the correct prepaid label for you (or paperless return if possible).
Other countries
We are not responsible for products that are returned to us incorrectly. We recommend using a courier service that insures the value of the items you are returning or at least provides you with proof of shipment. Then send everything to the following address:
Blackstone Footwear Returns
Noordpool 4
2801DH Gouda
The Netherlands
Yes. After we have processed your return we will refund the purchase price to your account. Did you pay with a gift card? Then the balance will be returned to your gift card, so keep your gift card until you are sure you want to keep your items. The payment will be done within 1-4 working days after we have received your return in our warehouse. Please note, the refund will be issued by "ADYEN NV", in the description of the bank statement your BlackstoneFootwear reference will be displayed.
Unfortunately, it is not possible to exchange an order. If you would like a different model or a different size, it is best to order it again and return the old one. For the returned product you will always receive the purchase price back.
We usually process your return within 1-2 business days. Refunds are processed through Adyen and can also take around 1-2 business days. During the SALE it can be a bit busier so it takes a bit longer before we have processed your return. Still haven't received your refund after 5 working days? Please contact our Customer Service, we are happy to sort it out for you.
Warranty & Complaints
All our products are covered by the legal warranty. This means that the product is what you would expect it to be. Despite the fact that we carry out various quality checks, it may happen that a product still contains a manufacturing or material defect. In these cases, we will repair the product. If repair is not possible, we will of course look for other solutions.
We do not provide a warranty if the product has been misused. This also applies to wear and tear on soles, heels, uppers, linings and zippers. Stains caused by rain, perspiration and/or other liquid substances are also excluded from the warranty.
Do you have a complaint about our products and/or services, or do you want to claim a warranty? Then you can put this down to our Customer Service. Send an email to customerservice@blackstone.nl and include a clear picture and description of the complaint and mention (if possible) also the order number. We can only handle complaints about products purchased through our webshop. Did you order the product elsewhere (including external webshops and marketplaces) or bought it in a physical store? Then we refer you to the relevant point of purchase. You can expect us to respond quickly to your complaint or warranty claim.