• Delivery of your order takes between 1 and 7 working days within the Netherlands.
• International orders take between 2 and 30 days.

*All orders made before 18H00 are packed and collected by our couriers the following business day.

Delivery of a Customize order takes between 4 and 6 weeks.

• Handmade Back Orders (when an item is out of stock in our stores) is usually shipped within 4 weeks.
• Custom Made items, ordered in-store, are usually shipped in 4 weeks, but dependant on the orders complexity, a maximum of 8 weeks.

*You can contact your store sales assistant at anytime to receive a more accurate delivery date.

*Couriering is outsourced and thus subject to minor changes in delivery times due to external factors

You can send us an email at customerservice@reinhardfrans.com with your request to return an order. We will then contact you.

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.

*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

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.

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.

We make handmade shoes from size EU-38 / UK-5.5 / US-6 up to size EU-48 / UK-13.5 / US-14.

*Size availability may differ dependant on model or sole options. Special request are welcome, please send us an email or call one of our stores - We are here to help.

You can send an email to customerservice@reinhardfrans.com. We will immediately investigate the issue with the chosen shipping company and take action as needed. Rest assured your order will arrive safely as we strive for customer satisfaction.

*We depend on resources from our courier and thus update information as soon as its made availabel to us.

Although very unlikely to occur, you can send an email to customerservice@reinhardfrans.com outlining the issue at hand. We will track where it was delivered and take action to ensure the order is delivered correctly to the customers request.

When shoes are not in stock in your size, we immediately begin hand crafting your selected size shoe in our atelier. The delivery time is roughly 4 weeks from the date of processing your order.

Please contact us immediately via email at customerservice@reinhardfrans.com . We will ensure that the correct order is sent to you or resolve the issue directly with you.

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 - subject to location.

If you have not received anything after 7 days, you can contact us by email at customerservice@reinhardfrans.com We will then immediately investigate where your package is.

*Please note that shipment is handled through the carrier, and we are unfortunately dependent on their response time.

You will receive a Track & Trace number from the parcel service to track your package, once your order is ready for shipment.

Please note that back orders and custom made items will receive Tracking numbers only once the product has been completed in our atelier - we ask for your patience during this 4 week period.

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 customerservice@reinhardfrans.com.

We will investigate this for you and send a response as soon as possible.

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.

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

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

You can return your order within 14 days of receiving it. To initiate a return, please notify us via email at customerservice@reinhardfrans.com or use the self-return option in the "Profile" section on our website (for online orders only). Once your request is approved, we will email you a return label.

What are the return 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 excluded from returns

What happens next?
Once we receive your return in good condition, you will be refunded in full within 14days. Please remember shipping charges are not refundable.

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

If you have any further questions, feel free to contact us!