We aim to ship all in-stock orders within 1-3 business days. From our warehouse in Utrecht, the Netherlands. Order placed will normally be shipped the next business day.

Shipping costs vary depending on your location and the selected shipping method. You can view the exact shipping costs at checkout.

Yes, we ship worldwide. Please note that international orders may be subject to customs duties and taxes, which are the responsibility of the customer.

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. 

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

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on the carrier's website.

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

If you want to request a return, please contact our customer service team with your order number and reason for return. We will provide you with further instructions.

Return shipping costs are the responsibility of the customer, unless the return is due to a defect or error on our part. We offer a paid return label, which in many cases is cheaper than paying the return costs yourself. If you are from any of these countries, you will receive the link to the portal from us as soon as you request a return number.

Products that were bought from stock can always be returned within 14 days, provided the items are in their original condition and packaging. 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.  

Returns are usually processed within 7 business days of receiving the returned item. Please allow additional time for your bank to process the refund.

Custom orders are generally non-refundable, as they are made to your specific measurements and design preferences. Only in case of imminent production faults, custom made-to-order and made-to-measure footwear can be exchanged. 

Production time for custom orders depends on the number of custom models that must be made. Usually it takes between 4 to 9 weeks for a custom model to be manufactured.

Custom orders are generally non-refundable, as they are made to your specific measurements and design preferences. Only in case of imminent production faults, custom made-to-order and made-to-measure footwear can be exchanged.  

Almost all in-stock models on Sanctum Shoes can be custom-made. If you cannot find your desired model on the custom heels & boots page, please contact our customer support. We may still be able to fulfill your custom request.

We will provide a measurement PDF for you to complete. Please return the filled PDF via email with your order number. If you need any help with measuring your legs, visit our take your measurements page or contact customer support. 

We provide a detailed sizing chart on most product pages. We recommend measuring your foot and legs and comparing it to our chart for the most accurate fit. If you are between sizes, we suggest sizing up.

Our footwear generally runs true to size, but variations may occur depending on the style and material. Please refer to our sizing chart and customer reviews for guidance.

Yes, our customer service team is happy to assist you with sizing. Please contact us with your foot and leg measurements, and we can provide personalized recommendations.

We recommend using a waterproof leather protector spray. Regularly applying a high-quality leather cream will maintain the appearance of your boot. 

Patent leather is best cleaned with a damp cloth. Avoid using regular shoe polish or brushes, as they can damage the finish. Use a patent leather cleaner and a soft cloth to maintain the shine. Store patent leather shoes separately to prevent color transfer.

We use premium materials, such as: nappa leather, patent leather and vegan leather.

We accept iDeal, bank transfer, Creditcard (Visa, MasterCard, American Express), PayPal, and Klarna.

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. 

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.  

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.