Frequently asked questions

Welcome to the online store of Re-issue.

Ordering products

How do i know if a product is in stock?

Generally we process your order immediately, therefore we can not cancel your order. If you want to cancel your order or are not satisfied with the product(s), you can send the order back. For more information see returns.

How do i know that my order i successfully placed?

If your order is successful, you will receive an immediate automated e-mail to confirm the order and inform you about the delivery. This means that the payment was successful.
In exceptional cases it may happen that the products is not in stock or that there has been a problem with the payment, if this is the case; Please contact Re-issue as soon as possible: [email protected]
If the product is in stock and the payment has been received, you will also receive an e-mail when the order is shipped. The track&trace will be send within 24 hours by our shipping partner 'DHL'.

Where is my order?

To track your order you can do the following:
- Make sure you have received a confirmation e-mail after placing the order;
- Login to your account at re-issue.nl and check your order in the system;
- Use the tracking number provided by the shipping company to follow the order.

I have recieved the wrong product (or size)

GPlease check the order confirmation e-mail if this is the case. Then follow the return shipping process. For more information see returns.

I have recieved a damaged or dirty product

Contact Re-issue's customer service immediately after receiving your order, so we can help you with the return process. If a product has already been worn or washed, Re-issue wil not accept the return of the product.

I have not recieved a confirmation e-mail

Re-issue unfortunately cannot avoid our e-mails sometimes end up in the spam folder. We encourage you to check your spambox.

Payment

Is it safe to pay online?

es, Re-issue uses a secure internet payment system called Multisafepay to process the payment of an order.

Which payment-methods are accepted at Re-issue?

ERe-issue customers can choose between several payment options. The payment is always done i a secured environment and can be done in several ways: iDeal, PayPal, Giropay, Mister Cash or Credit Card (Visa or MasterCard). An alternative payment option is the Re-issue giftcard.

What is a CVC-code?

CVC stands for, Card Verification Code. This is a three-digit code, which you will find at the back of your credit card. On the strip where your signature is, you will also find a serie of numbers. The last three digits represent the CVC.

How do i know if my order has been paid?

After you have placed and paid your order, you will receive an immediate automated e-mail with an overview to confirm the order. This means that the payment was successful. Your order will be sent as soon as possible. Normally the package will be delivered within 2 business days (NL).
In exceptional cases, it may happen that there is a problem with the payment, please contact Re-issue as soon as possible: [email protected]

Why is the status of my order cancelled while i did pay?

That's unfortunate. First, please check whether the amount of the order is debited from the corresponding account. Then contact us as soon as possible, [email protected], with your order number of the corresponding order.

Why is the status of my order pending?

The payment of the order has not been processed and the order cannot be shipped. If this is the case, contact us, [email protected], with your order number of the corresponding order.

Delivery

How much did i pay for shipping?

JeWe offer free shipping on al orders above the amount of €120,-, within the Netherlands. For orders below this amount, you pay €6,95 euro postage. This is for the delivery to your home or any other delivery address.
Shipping prices outside the Netherlands are determined by your location and will be processed at your checkout.

You ship to my country?

Re-issue practically ships worldwide to almost every country. If we cannot deliver in the country your ordered from, by means of circumstances or high costs, we will contact you immediately after the order is placed.

How long does the shipment of my order take?

An order placed before 16:00 on a working day is usually shipped the same day and is usually brought to you the next day, within the Netherlands, by the shipping company. This depends on the country you live. The delivery of an order is within 14 working days if the product is in stock.
Shipping time (approx.):
Netherlands: 1-2 business days Europe: 5-7 business days World: 6-14 business days * Please note that local charges (customs duty, sales tax) may be added to your order, depending on your region and local customs duties. These charges are at you own expense.

Which company do you use to ship?

Re-issue ships all orders with reliable shipping companies like PostNL or DHL. For orders abroad there is possibility that PostNL or DHL are transferring the mission to a local partner.

What happens to my order when i am not at home?

If your are not home at delivery, the shipping company will offer your package the next day again, or, if possible, dispensing it with the neighbors. If the package can not be delivered for the second time, the shipping company will leave a message, so as to indicate where you can pick up the package.

Can i track my order?

Yes, you can follow your order by using the track&trace code send to you by the shipping company after placing your order.

Can i pick up my order in a store?

Yes, you can choose to deliver and pick up your order in our store (Re-issue Tilburg: Telefoonstraat 41, 5038 DN). Once the order is received, you can pick up your order within two days. You will receive an e-mail from us once your order is ready to pick up.

Can i change my delivery address?

When an order is successfully inserted, it is no longer possible to change the delivery address. If you have an incorrect shipping address provided when placing an order we advise you to contact Re-issue as soon as possible, [email protected]

Do i pay duty and import tax?

Not for shopping within the Netherlands. Duty and import tax are levied if the parcel has reached the shipping address. The recipient of the package must pay these costs. Re-issue is not responsible for these costs and these costs are not paid because we have no influence on the expenses.

Returns

Returning products

A Re-issue order can be returned or exchanged within 14 days after placing the order; provided the product is in original condition. The bill, included with the order also served as a return form. Instructions and shipping addresses are listed on it. Re-issue does not refund shipping costs paid by the customers. We will not refund any money and/or offer no exchange products if the product is not in original condition and original packaging.
Note: products from the sale with a discount percentage higher than 50% can no longer be exchanged.

Let op: Producten uit de sale met een kortingspercentage hoger dan 50% kunnen niet meer worden geruild.

What is the return period?

A Re-issue order can be returned within 14 days after placing the order; provided the product is in original condition.

My product is damaged, what can i do?

If your product(s) ordered on Re-issue.nl is damaged within 30 days and the damage is not caused by the use of the owner, contact Re-issue as soon as possible: [email protected], with your order number and description and/or pictures of the complaint. We will handle the complaint and review the damaged product(s). If necessary we will contact the supplier (brand) of the product(s). If the damages is caused by production fault we will ensure you will receive another pair of sneakers (same amount). In some cases it is possible to receive a refund of for the damaged product(s).

How long does it take to get my refund?

If returned products have been accepted by Re-issue, it will take a maximum of 14 business days before the return is processed. In an exchange, it will take up to two working days to ship the new pair.
Please note - The above information relates only to returns on products purchased through the Re-issue.nl webshop, not our physical retail stores.