Frequently asked questions

If you have any questions, complaints, compliments or if you need help regarding your order on the VICO webshop, please do not hesitate to contact us via e-mail at info@vico-movement.com or telephone on +31 (0)6 44 19 92 67 or through our contact form. We will try our best to reply within 24 hours.

The best way to be informed about new arrivals and promotions is by subscribing to our newsletter

Do not worry, we will not send you newsletters each day, but a maximum of two newsletters each month.

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

Security checks are also made on all transactions, to ensure the authenticity of each card payment.

No, we took the direct-to-consumer approach. Meaning that we only sell through our own distribution channels, the VICO physical store and online shop.

The absence of intermediaries allows us to invest even more in quality, while keeping prices accessible. By selling direct-to-consumer we avoid traditional retail mark-ups and pass the savings on to you. We believe in responsible stock volumes, no overproduction and a lean production model.

So from the factory directly to you. Having direct communication and no intermediaries, is how we think we can add the most value to our customers.

Our physical store is placed in the center of Rotterdam, The Netherlands. Our address is:

Oostzeedijk Beneden 231a
3061 VW Rotterdam
The Netherlands

The physical store of VICO is open 6 days a week. The opening times are:

Monday: 11:00 - 18:00
Tuesday: 11:00 - 18:00
Wednesday: 11:00 - 18:00
Thursday: 11:00 - 18:00
Friday: 11:00 - 18:00
Saturday: 11:00 - 18:00
Sunday: Closed

If you have any questions, please contact us by filling in the form or send an email to info@vico-movement.com, we will get back to you as soon as possible. It is also possible to call us during the opening hours of the physical store on +31 (0)6 44 19 92 67.

In the physical store we have 3 possibilities to pay for you new pair of VICO shoes: cash, debit card or credit card.

Please visit our Size Guide to obtain size advice at https://vico-movement.com/size-guide/.

Even though we do our best to provide you with information that is as accurate as possible regarding sizing and measurements, slight deviations may occur. Please do not hesitate to contact us at info@vico-movement.com if you have any questions or doubts about measurements before ordering.

Yes, we are happy to help you with tailor-made style advice, please do not hesitate to drop by our physical store in Rotterdam. If you do not have that opportunity, contact us online for style advise or other information about the shoes you would like.

Each product page gives you information about the product itself, the materials and other product details. If you need more information, please send an e-mail with your question(s) to info@vico-movement.com.

If your pair of VICO laces are broken, the best option is to send us a photo of the laces. We will check the laces and send you a new pair for free. In our VICO store (Oostzeedijk Beneden 231a, Rotterdam, The Netherlands) we also have laces in stock.

The first step in sustainability is taking good care of your current shoes. With the right shoe care you can maintain the material characteristics of your shoes and make them last longer. Visit our Shoe Care Guide to find out what maintenance your shoes need. 

If you need more information, please send an e-mail with your question(s) to info@vico-movement.com.

We accept payment through Ideal, AfterPay, PayPal, Visa MasterCard, American Express or Sofortbanking. If you can't use any of these options, please contact us via e-mail at info@vico-movement.com or telephone at +31 (0)6 44 19 92 67 or our contact form.

We accept the following currencies for the countries & regions mentioned below:

• European Union: Euros (EUR)
• United Kingdom, Isle of Man, Gibraltar: Great British Pounds (GBP)
• United States & Rest of the World: US Dollars (USD)

All prices on the VICO web shop for the European Union (EU) customers include Dutch VAT (21%). For Non-EU customers, customs or import duties are charged once the parcel reaches its destination country. 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 recommend contacting your local customs office for current charges before you order, so that you are not surprised by any charges you might incur.

If you have any further questions, please contact us via e-mail at info@vico-movement.com or telephone at +31 (0)6 44 19 92 67 or our contact form.

There are 3 options to get the invoice of your order. The invoice is sent with your new VICO shoes, we also send it to you by e-mail and if you have an account with us, you can find the invoice in your webshop account.

If you still cannot find the invoice, you can contact us by e-mail at info@vico-movement.com or telephone at +31 (0)6 44 19 92 67 and we are happy to send you a copy.

We ship worldwide. It is possible that your country is not mentioned in the list on our online-shop. Please contact us via e-mail at info@vico-movement.com or telephone at +31 (0)6 44 19 92 67 or our contact form.

Goods will be dispatched from Monday to Saturday. All orders placed before 3.00pm (CET) will be dispatched on the same day (Monday-Saturday). Delivery times may take a little longer during public holidays.

Delivery times and shipping fees

The Netherlands & Belgium:

• 1 - 2 working days delivery
• Delivery is carried out by POSTNL
• Free delivery

European Union countries (EU):

• 2 - 4 working days delivery
• The delivery is carried out by POSTNL
• Free delivery

Non-European Union countries (EUR)

• 3 - 7 working days delivery
• The delivery is carried out by POSTNL
• Free delivery on all orders from 140 EUR (ex. VAT)
• Shipping fee: 15 EUR on all orders up to 139 EUR (ex. VAT)

Non-European Union countries (USD)

• 3-7 working days delivery
• The delivery is carried out by POSTNL
• Free delivery on all orders from 140 USD (ex. VAT)
• Shipping fee: 20 US Dollar on all orders up to 139 USD (ex. VAT)

If you wish to see the specific shipping terms for your country please select a product and check the applicable information given under the Shipping button.

When your order leaves our warehouse you will receive a tracking number via e-mail which you can use to track your order. If you have any questions about your shipping you can always send an e-mail to: info@vico-movement.com.

If you would like to change/cancel your order, please send an e-mail to info@vico-movement.com as soon as possible. If your order has not been dispatched, we are in most cases able to help you. Please note we cannot guarantee to be able to change orders prior to shipping but we will try our best to do so.

Yes. You will be sent a dispatch confirmation e-mail as soon as your order has been processed. This email will also contain your tracking number.

We try our best to make sure the goods are delivered in the correct size and colour. However, if for some reason there is a mistake on our part regarding size and colour, we will refund the amount of the payment as well as the return shipping costs once we have received the returned goods.

After completing the checkout and payment process, customers will automatically receive an order confirmation by e-mail. If you have completed the checkout and payment process and did not receive an order confirmation, please do not hesitate to contact us.

If you just ordered your shoes and you received a not working tracking link, it is very likely that your order has not yet been scanned by the carrier yet.

If the link still does not work after 8 hours, please contact us via e-mail at info@vico-movement.com or telephone at +31 (0)6 44 19 92 67 or our contact form.

Do not worry if you have not received you package yet. Have you checked the status of the package in the tracking link? Is it possible that you entered an incorrect address by mistake? It is also possible that the package has been delivered at your neighbors. We only send packages that require a signature upon receipt, so check your mailbox for a note from the carrier. Have you not received a note from the carrier? Please contact us via e-mail at info@vico-movement.com or telephone on +31 (0)6 44 19 92 67 or our contact form.

We only send packages that require a signature upon receipt. If you are not home, it is possible that your package could be delivered at your neighbours house. You will always receive a note from the carrier in your mailbox with information about the delivery of the package when you are not home.

You have the right to return the goods you ordered on the VICO web shop within 30 days after receiving the goods. We only accept returns if you return the goods with all delivered accessories and tags and in the original condition and packaging. Unpacking or fitting the product before returning is only acceptable to the extent that it is necessary to judge whether you wish to keep the product or not. Please note that we won't accept returned goods if we suspect the item has been worn or damaged by the customer.

Before returning the goods, please fill in the return form that is included in the package and (if you have not received one or have lost it, you can download it here) send this together with your return within 30 days to the following address:

VICO Concepts B.V.
Goudsesingel 60
3011 KD Rotterdam
The Netherlands

If you wish to return your order, all return shipping costs and eventual custom or import taxes are at your own expense. Please ensure that you send the return with a tracking number as VICO cannot be held responsible for lost returns during transport.

For all returns from outside the European Union all returned items should be declared as a "Returns and Repairs of Dutch Merchandise" on the customs declaration; returned packages that don't have this mention on their custom declaration may not be successfully delivered to our address and may incur additional fees.

If you would like a refund and the returned goods are in the correct conditions, we will return the amount of the payment for the goods as quickly as possible. This will be no later than 7 working days after we have received your return.

It is possible to exchange an item if the preferred replacement is in stock. Please contact us at info@vico-movement.com if you wish to to reserve a replacement before returning the goods.

The shipping costs of the exchanged product towards the customer will be paid by VICO except eventual custom or import taxes in the country of destination. The exchanged product will be send after receiving the return back, for which customer needs to pay the shipping costs. In case we are unable to send a replacement for your returned goods, you will receive a refund.

Before returning the goods, please fill in the return form that is included in the package and (if you have not received one or have lost it, you can download it here) send this together with your return within 30 days to the following address:

Return address
VICO Concepts B.V.
Goudsesingel 60
3011 KD Rotterdam
The Netherlands

info@vico-movement.com
+31 (0)6 44199267

Track and Trace
Please ensure that you send the return with a tracking number as VICO cannot be held responsible for lost returns during transport. All returned items from outside the European Union should be declared as a "Returns and Repairs of Dutch Merchandise" on the customs declaration; returned packages that don't have this mention on their custom declaration may not be successfully delivered to our address and may incur additional fees.

We aim to process returns within 2 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within the applicable delivery dates for your country.

The biggest benefit of a VICO account is to provide you with easy and fast ordering. Your address details are automatically filled in. You can also add your favorites to your personal wish list and check the invoices of your previous orders.

No, you do not need an account to place an order, it only makes it easier. If you would rather not make an account, that is not a problem.

Yes, that is possible. Only you cannot do it yourself, you are only able to edit your account information. If you would wish to delete your account, please contact us via e-mail at info@vico-movement.com or telephone at +31 (0)6 44 19 92 67 or our contact form.