frequently asked questions

Customer Care

Customer Care is always happy to help you with any questions you may have regarding your online shopping: product information, shopping help, styling suggestions or information regarding returns. Our Customer Care team is Dutch and English speaking. Please go to the contact section and fill in the contact form.

Shipping Information

Shipping Rates

  • Free Delivery (Worldwide)

We ship to the following locations:

Argentina
Australia
Austria
Bahamas
Bahrain
Barbados
Belgium
Brazil
Bulgaria
Canada
Cayman Islands
Chile
China
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Grenada
Hong Kong
Hungary
Iceland
Italy
Japan
Latvia
Lithuania
Luxembourg
Malaysia
Morocco
Netherlands
New Zealand
Norway
Oman
Philippines
Poland
Portugal
Republic of Ireland
Romania
Saint Lucia
Singapore
Slovakia
Slovenia
South Korea
Spain
Sweden
Switzerland
Taiwan
United Arab Emirates
United Kingdom
United States

Delivery Times

We offer premium shipping to all our customers. (free delivery worldwide)

We will deliver you order:

  • The Netherlands: between 1-2 working days
  • European Union: between 2-6 working days
  • Rest of the World: between 3-8 working days

If you are not around to take the delivery of your package, the carrier will leave a card telling you how to collect your items.

Order Confirmation

After placing your order you will receive an order confirmation email within a few minutes. Does the e-mail not appear in your inbox please check your junk or spam folders. Please check the order confirmation and contact our customer service if you see any errors. You can also see the details of your order from your account.

Tracking Order

Once your payment is finalized and your order has been processed, you can track your order with track and trace number you receive by e-mail. Does the e-mail not appear in your inbox please check your junk or spam folders

Sizing Information

You can find our size conversion chart by clicking on the Size Guide link in the product page. This chart is meant as a general guide only.

Restock

We advise you to keep an close eye on our social media pages  to receive notifications about possible restocks. Normally we don’t restock any items but some designs are restocked every now and then.

Payment

We currently accept payment by Mastercard, Maestro, Visa, Paypal, Bancontact/Mister Cash and Ideal.

Shoecare

Taking good care of your new shoes will ensure them a prolonged lifetime. Please take a moment and read through these recommendations. Suede is a sensitive material so it is important to be careful. Suede should be brushed gently with a suede rubber, smoothing down all the fibers in the same direction. We recommend applying a protective waterproofing spray which is specifically for suede. We recommend using a colorless spray especially in the beginning. Suede cannot be polished therefore it is important to add stain resistance and moisture repellent as soon as possible. Spray only lasts a certain amount of time, therefore repeat from time to time to maintain the protective layer

Sale Orders

When you have placed an order during the sales period, when there are reduced prices on our webstore, all sales are final. Please note that orders placed during the sales period cannot be returned, exchanged and/or refunded. If you have any questions, please contact our customer care.

Exchange Shoes

Unfortunately we can’t exchange any shoes, if you would like a different model or size you can place a new order at our webstore.

Cancelling & changing order

Cancelling or changing an order is not possible. This is because after your order is confirmed, the shipping process starts immediately. Of course after receiving your order you can return it within 14 days, please see our return page.

Return Policy

In case you want to return the product, please send an e-mail to support@yvescarter.com with your order number and a filled in return form prior to shipping your product. Our return policy entitles you to return the product for any reason within 14 days counting from the day you received the package. You can open the package and check the content. Articles must be unused, undamaged and must be sent in the original packaging, double boxed including original labels. After written approval for return from customer service, you can return the product to the address below including the return form.

  •  Yves Carter – Returns
    Springweg 65
    3511VK Utrecht
    The Netherlands

Customs

Please note that international orders outside of the EU our prices are excluding custom fees and all additional taxes. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers. Yves Carter Studios cannot be held responsible for any additional costs.

Terms & Conditions

Please click on the following weblink to view our General Terms & Conditions

Contact

Contact

  • Customer Service: support@yvescarter.com
  • General Inquiries: info@yvescarter.com

Yves Carter Head office

  • Springweg 65
  • 3511VK Utrecht
  • The Netherlands
  • COC/KVK: 68935463
  • VAT/BTW: NL857655589B01

Returns

  • Yves Carter – Returns
  • Springweg 65
  • 3511VK Utrecht
  • The Netherlands