Do you wish to return or exchange your order?
Return & Exchange questions
How can I return or exchange my order?
What to do?
You can send us an email at customerservice@reinhardfrans.com with your request to return an order using the form above. We will then contact you.
Important Notes:
- Customers must do this within 14 days of receiving the order.
- It is the customers responsibility to ensure the correct return address is used. Reinhard Frans cannot be held liable for additional shipping costs, delays or lost packages occurring due to the incorrect address being used.
Please ensure the address matches:
Frederikstraat 8
2514 LK
Den Haag
Alternatively, if you made an order through our website, you can log a self return request via the website by signing into your account and viewing your past orders inside your profile. Simply select the order you would like to request a return for.
General exchange inquiries
If you want to exchange your order for any reason, you can do so within 14 days of receipt. You can notify us by email at customerservice@reinhardfrans.com or through the self return option in your profile section on the website (for online orders only)
Once approved, you will receive an email notification from us with further instructions.
What are the exchange conditions?
- Items must be unused, undamaged, and returned in their original packaging.
- The original shoe box must not be used as the shipping box. Instead, place it in an outer box or a protective plastic bag.
- Custom made items are not eligible for exchanges.
What happens next?
- Once we have received the return package in good order, we will promptly send the correct items to you.
- You will be informed as soon as the package is accepted by the carrier. Depending on the location, the customer may incur additional shipping charges. The package will be sent to the address provided to us in the original order.
Important Notes:
- It is the customers responsibility to ensure the correct return address is used. Reinhard Frans cannot be held liable for additional shipping costs, delays or lost packages occurring due to the incorrect address being used.
- Please ensure the return address matches the following:
Reinhard Frans
Frederikstraat 8
2514 LK Den Haag
When will I receive my exchange?
Once Reinhard Frans has received in-store your returned item for exchange, it will be processed immediately. The new item will be shipped the following working day.
For store purchases, please ensure you notify the appropriate store of your return request via email, phone call or visiting the store.
For website orders, you can log your return via the self serve return request option under your profile.
*If it turns out that the new item is not in stock, we will notify you and have it made at our Atelier. This typically takes roughly 4 weeks.
*It is the customers responsibility to ensure the correct return address is used. Reinhard Frans cannot be held liable for additional shipping costs, delays or lost packages occurring due to the incorrect address being used.
Please ensure the address matches:
Frederikstraat 8
2514 LK
Den Haag
Can I cancel my order?
Yes, You can cancel your standard order before receiving delivery.
Please note that personalised custom orders made in-store cannot be cancelled
*If your order has already been shipped, the customer will still be responsible for the shipping costs, which will be deducted from the refund amount.
Can I cancel my Custom Shoes order?
An order for a pair of Customised shoes cannot be canceled. The order is processed within 12 hours after it is placed, as our atelier has begun construction already the order and cannot be changed or cancelled.
If you have any design alteration requests please visit or get in contact with the store manager where the order was placed and we will try our best to accommodate your request.
How long is the warranty on the shoes?
A reasonable period after purchase, depending on what has broken for a reasonable reason. After assessing the damage, we will inform the customer. Wear and tear on soles and heels themselves are not covered by the warranty.
Our goal is always customer satisfaction pursuing a long term relationship with our customers. If there is a quality issue or an oversight on a product please get in contact with us at customerservice@reinhardfrans.com where we will solve the issue directly with you.