Frequently asked questions
What is the foil under the sole for?
The soles of the shoes have been equipped with a protective foil, so you can try on the shoes without damaging the sole. This way, you can try on the shoes and exchange them for another size should this be necessary. We do not take back any shoes where the foil has been removed.
Definitely do not forget to remove the foil before use! (it is very slippery and could be dangerous!)
How much time do I have to return my order?
You can return your order within 14 days after shipping. After this period, it is unfortunately not possible to return it (unless the problem is covered by the warranty).
How can I return my order?
We will return your money or exchange your product if the following conditions have been met:
Send an email to firstname.lastname@example.org that references the products you have purchased (name and product code), with a brief explanation outlining the reason for returning the order.
The request needs to be sent within 14 days after the ship date.
The items need to be sent in the same condition they were delivered in. This means: in the original box and with all of the included accessories.
The soles of the shoes have been equipped with a protective foil, so you can try on the shoes without damaging the sole. We only take shoes back when the foil is still present in its original state.
Return the goods to Atelier Content bvba, Fostierlaan 10, 9600 Ronse within 20 days after the delivery of the goods, at your expense
The goods need to be returned to us by courier (DHL, FedEx, etc.) or via a traceable (preferably insured) shipment by Bpost.
Any insurance costs and the shipment risk are at your own expense.
After receipt of the return package, we will refund the amount (excluding shipping costs) to your account.
If you have any questions, do not hesitate to contact us.
Will I get my money back when I return a product?
Of course you will get your money back when you return your product and it meets the requirements. Should the products not meet the requirements, the products will be sent back to the customer (and the customer will have to pay the shipping costs). Are you not sure whether your products (still) meet the requirements? Feel free to send an email to email@example.com.
How will my money be refunded and how long will this take?
The returned items will be checked by us after they arrive at the warehouse. If everything is in order and all requirements have been met, we will refund you the amount within 14 days. Any costs (shipping and processing rate, damage or missing parts) will be deducted from the total amount.
Smaller or bigger size?
If you want to exchange a product for a smaller or bigger size, we will send you this article for free, if we have it in stock. If the article is no longer available, you will receive a refund.
How long will it take for my order to arrive?
We realise you can get impatient when waiting for an order to arrive. This is why we try hard to process all of our orders as quickly as possible.
We aim to deliver your orders within 5 business days.
How will my order be delivered?
All orders placed on the Moments by Content webshop will be delivered by Bpost. You will receive a shipping confirmation by email after the order has been presented to Bpost from our warehouse. This email will mention the Track& Trace code, which allows you to track your order.
It can occur that you are not home when your order is being delivered. In this case, Bpost will leave a note in your mailbox. You can use this note to pick up your package the next day at the nearest post office.
Can I alter my order?
You can always email us to request a modification of your order. In a few cases this is still possible, such as when the package has not yet been presented to Bpost. You can always send us an email. Please mention your order number and let us know what changes you would like to be made.
Moments by Content always packages and sends all of its items with the utmost care. All items will be carefully checked for any production errors. Should you still notice some type of damage and/or any qualitative shortcoming in an item or any other type of shortcoming in the delivery, this should be reported within 7 days after delivery. Please send an email to firstname.lastname@example.org should this occur, alongside a photo of the product and a description of the problem in question. We will look for a suitable solution.
Are the shoes chrome-free?
The lining of our shoes is chrome-free.
The upper leather of our shoes is low in chrome.
For more information, do not hesitate to send us an email at email@example.com.
How do I maintain my shoes?
The shoes do not need to be treated. Some products contain a substance that will actually harm the metallic leather. To remove a stain, we recommend using a damp cloth, with some hand soap if necessary. Do not use any abrasive sponge or any other hard objects as they could harm the leather