How long does the delivery of my order take?
Delivery of your order takes between 1 and 7 working days within the Netherlands.
Internationally, it takes between 2 and 30 days.
How long does the delivery of my Customize Shoes order take?
Delivery of a Customize order takes between 4 and 6 weeks.
How can I return or exchange my order?
You can make this known via email at email@example.com . We will then contact you and send a return label via email. The customer must do this within 14 days of receiving the order.
Can I cancel my order?
You can cancel your order. If the order has already been shipped, the shipping costs will be borne by the customer. This will be deducted from the amount refunded.
Can I cancel my Customize Shoes order?
An order for a pair of Customize Shoes cannot be canceled. The order is processed almost immediately after it is placed and cannot be changed.
What shoe sizes do you make?
We make handmade shoes from size 38 to size 48.
My package has not been delivered, and there is no update on the Track & Trace!
You can send an email to firstname.lastname@example.org. We will immediately investigate the issue and take action.
My package has been delivered but not to the recipient.
You can send an email to email@example.com . We will check where it was delivered and take action.
If a size is not in stock, how long does the delivery of that pair take?
When shoes are not in stock in your size, the delivery time is between two and three weeks.
I didn't receive what I ordered, what should I do?
You can contact us via firstname.lastname@example.org . We will ensure that the correct order is sent to you. You will receive a return label from us to return the incorrect package.
Where is my order?
Once we have received your order, we will submit it to the delivery service.
The delivery service will inform you when the package will be delivered to you using a Track & Trace number. Typically, delivery of a package takes 1 to 7 working days.
If you have not received anything after 7 days, you can contact us by email at email@example.com. We will then immediately investigate where your package is.
Please note that this is handled through the carrier, and we are unfortunately dependent on their
You will receive a Track & Trace number from the parcel service to track your package. If you think you haven't received this, check your spam folder. If it appears that the package has been delivered but not to the recipient's address, or if you have not received anything and there is no update under the Track & Trace number, you can contact us at firstname.lastname@example.org. We will investigate this for you and send a response as soon as possible.
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 are not covered by the warranty.
When will I receive my exchange?
Once Reinhard Frans has received your return for exchange, it will be processed immediately, and the new item will be shipped the next working day. 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 between two and three weeks.
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 email@example.com . We will then send you a return label via email.
The items must be unused, undamaged, and packaged in the original packaging. The original packaging (shoe box) should not be used as a shipping box. It should be packed in an outer box or plastic bag.
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. If there are any shipping costs for this, they will be charged to you. The package will be sent to the address provided to us in the original order.
Can I cancel my order?
You can cancel your order without giving a reason. If the order has not yet been shipped, we will credit the entire order amount, including shipping. The order amount will be refunded within 14 days. If you cancel the order while it is already on its way to you, the shipping costs will be your responsibility. We will deduct this from the refund.
Contact via EMAIL and LIVE CHAT
Emails will be answered as soon as possible within 72 hours. You can address them to
We will respond to inquiries via our Live Chat as soon as possible, and if not, we will send you an
email when it takes too long. Live Chat is available from Monday to Saturday during store opening
hours. On Sundays and holidays, we will respond to your inquiries on the next day when the stores
Contact by phone
Customer service is available during store opening hours if you have questions about your order.
You can reach us at 035 - 544 69 52 (from Tuesday to Saturday) or 020 - 846 57 98 (from Monday
You have the right to cancel your order within 14 days of receiving it without giving any reason.
After cancellation, you have another 14 days to return the product, except for custom-made
products. You will be credited the full order amount, including shipping costs. Only the costs of
returning the product to the webshop are at your expense.
If you exercise your right of withdrawal, the product will be returned to Reinhard Frans with all
accessories supplied and, if reasonably possible, in the original condition and packaging.
To exercise this right, you can contact us at firstname.lastname@example.org . We will then
refund the amount owed within 14 days of registering your return, provided that the product has
already been received in good order.
Exceptions to returns:
a. Used goods
b. Custom-made products
Anything that breaks within a reasonable time, with a reasonable reason, is our responsibility.
You can send your return to:
Attn. Webshop Returns
1251 BB Laren