At Pier One Shoes, we’re committed to providing you with stylish, high-quality footwear and exceptional service. Whether you’re looking for elegant high heels, comfortable sneakers, or practical business shoes, we want your shopping experience to be seamless from start to finish.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping (€12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipping
  • Free Shipping (orders over €50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipping

Note: Delivery times are estimates and may vary depending on your location and customs processing. We ship worldwide except to certain Asian countries and remote areas.

International Shipping

For international orders outside the Netherlands:

  • Customers are responsible for any customs duties, taxes, or import fees
  • These charges vary by country and are not included in the order total
  • Please check with your local customs office for estimated charges

Returns & Exchanges Policy

We want you to love your Pier One Shoes! If you’re not completely satisfied, you may return or exchange most items within 15 days of delivery.

Important Exception: For hygiene reasons, we cannot accept returns or exchanges on pantoffels (slippers) and muiltjes & clogs unless they are unworn, in their original packaging, and in resalable condition.

Eligibility Requirements

To qualify for a return or exchange, your item must:

  • Be in original condition (unworn, unwashed, with tags attached)
  • Include all original packaging (shoe box and protective materials)
  • Have proof of purchase (order number or receipt)
  • Be returned within 15 days of delivery date

How to Return or Exchange

Step 1: Contact Customer Service

Email us at [email protected] with:

  • Subject: “Return/Exchange Request – Order #[Your Order Number]”
  • Email body should include:
    • Whether you want a return or exchange
    • Product name, size, and color
    • Reason for return/exchange
    • For exchanges: specify new size/color/product
    • Your shipping address

Step 2: Wait for Approval

Our team will review your request within 1-2 business days and email you:

  • A Return Merchandise Authorization (RMA) number
  • Detailed return instructions

Step 3: Package & Ship Your Return

Please:

  • Pack the item securely in its original packaging (including shoe box)
  • Include a copy of your order confirmation
  • Write the RMA number clearly on the outside of the package
  • Ship to:
    Pier One Shoes Returns
    1878 Zilverbergweg
    Overasselt, NL 6611BE

Important: We recommend using a trackable shipping service. You are responsible for return shipping costs unless the return is due to our error (wrong item or defective product).

Refund Process

Refund Timeline

Once we receive your return:

  • We inspect the item within 1-2 business days
  • Process your refund within 3-5 business days after approval
  • The refund will be issued to your original payment method

Refund Methods & Timing

  • Credit/Debit Cards (Visa, MasterCard, JCB): 3-10 business days to appear on your statement (depending on your bank)
  • PayPal: 3-5 business days

Note: Original shipping fees are non-refundable unless the return is due to our error.

Exchange Process

For exchanges:

  • Follow the same return process above
  • Once we receive your return, we’ll ship your new item within 1-2 business days
  • Shipping charges for the new item will apply unless the exchange is due to our error
  • If the new item costs more, you’ll need to pay the difference
  • If it costs less, we’ll refund the difference

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected]
  • Include photos of the damage
  • We’ll arrange for a free return and replacement or refund

International Returns

For returns from outside the Netherlands:

  • You are responsible for all return shipping costs and customs fees
  • Mark the package as “Returned Goods” to avoid additional customs charges
  • We cannot refund original shipping charges for international orders

Need Help?

Our friendly customer service team is happy to assist with any questions about shipping or returns. Contact us at [email protected].

Thank you for choosing Pier One Shoes for your footwear needs!