Frequently Asked Questions

Welcome to Reissue Online Store.
To order
How do I know if a product is in stock?
We generally process your order immediately, therefore we cannot cancel your order. If you want to cancel your order or are not satisfied with the product(s), you can return the order. See returns for more information.

How do I know that my order has been placed successfully?
If your order has been approved, you will receive an immediate payment to confirm the order and to keep you informed of the delivery. This started with the payment was successful.
In case of cases, it may happen that the product is out of stock or that there is a problem with the payment, if this is the case; Please contact Reissue as soon as possible: [email protected]. If the product has run out and payment has been received, you will also receive an email when the order is shipped. The track & trace will be sent within 24 hours by our shipping partner 'PostNL'.

I received the product of the size
Please check the order confirmation email if this is the case. Then follow the return process. See returns for more information.

I have received a dirty or damaged product
Please contact Re-issue Customer Service immediately upon receipt of your order so we can assist with the return process. If a product has already been worn or washed, do not re-issue the return of the product.

I have not received a confirmation email
Reissue unfortunately cannot prevent our emails from sometimes ending up in the spam folder. We recommend that you check your spam box.

Where is my order?
To track your order, you can do the following:

Please make sure you have received a confirmation email after placing the order.
Log in to your account on re-issue.nl and place your order in the system;
Use the shipping partner's tracking number to track the order.

Pay
Is it safe to pay online?
Yes, Re-issue uses an internet payment system called Multisafepay to process the payment of an order.

Which payment methods are accepted on re-issue.nl?
Re-issue customers can choose from several payment options. Payment is always made in an undesirable environment and can be made in various ways: iDeal, PayPal, Giropay, Mister Cash or Credit Card (Visa or MasterCard). An alternative payment option is the Re-issue gift card.


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

How do I know that my order is paid?
As soon as you place and pay for your order, you will receive an immediate payment order with an overview to confirm the order. This started with the payment was successful. Your order will be shipped as soon as possible. Normally the package will be delivered within 2 working days (NL).
In case of problems, it is possible that the payment is made. Please contact Reissue as soon as possible: [email protected]


Why is the status of my order ordered?
That's too bad. First check the amount of the order has been debited from the relevant account. Please contact us as soon as possible, [email protected], with your order number of the relevant order.

Why is the status of my order still pending?
The payment of the order has not been processed and the order cannot be shipped. If this is the case, please contact us, [email protected], with your order number of the relevant order.


To deliver
How much do I pay for shipping?
We offer free shipping on orders over €120 within the Netherlands. For orders under this amount including you € 6.95 shipping costs. This is for delivery to your home or another delivery address. Shipping costs outside the Netherlands are determined by your location and are processed during checkout.

Do you ship to my country?
Re-issue ships practically all over the world to almost every country. If we are unable to deliver to the country of your order due to circumstances or high costs, we will contact you immediately after the order has been placed.

How long does it take to ship my order?
An order placed before 4 p.m. on a working day is usually shipped the same day and is usually delivered to you the next day within the Netherlands by our shipping partner. This depends on the country where you live. Delivery of an order is within 14 working days if the product is in stock.

Delivery time (approx.):
Netherlands: 1-2 working days
Europe: 5-7 working days
World: 6-14 business days

* Please note: Local charges (customs duties, sales tax) may be added to your order depending on your region and local customs duties. These costs are for your own account.

Which company do you use to ship?
Re-issue ships all orders with reliable partners such as PostNL or DHL. For orders abroad, it is possible that PostNL or DHL transfers the mission to a local partner.

What happens to my order if I am not at home?
If you are not at home on delivery, the shipping partner will relist your package the next day or, if possible, drop it off at the neighbors. If the package cannot be delivered a second time, the shipping partner will leave a message indicating where you can pick up the package.

Can I track my order?
Yes, you can track your order by the track & use the trace code sent to you by the shipping partner after placing your order.

Can I also pick up my order in the store?
Yes, you can choose to deliver and collect your order in our store (Re-issue Tilburg: Telefoonstraat 41, 5038 DN). Once the order has been received, you can pick up your order within two days. You will receive an email from us as soon as your order is ready for collection.

Can I still change my delivery address?
When an order has been successfully entered, it is no longer possible to change the delivery address. If you entered a wrong shipping address when placing an order, we recommend that you contact Re-issue as soon as possible, [email protected]

Do I pay import duties and import tax?
Not for shopping in the Netherlands. Import duties and duties are levied when the package reaches the shipping address. The recipient of the package must pay these costs. Reissue is not responsible for these charges and these charges will not be paid as we have no influence on the charges.

Returns

Product returns
An order on Re-issue.nl can be returned or exchanged within 14 days of placing the order; provided the product is in its original condition. The invoice, included with the order, also serves as a return form. Instructions and the return address are listed here. The costs for return shipments are for the account of the customer. When you return a package, you will receive a proof of shipment from the post office. Keep this well so that the package can be traced if necessary. Orders returned after 14 days cannot be accepted.


Please note that we can only accept returns if the product is in its original condition, including any shoe boxes, attachments and accessories. Always send your return well packed in a shipping box. When it comes to sneakers, the original shoe box may not be used as a shipping box, it must remain free of stickers, tape, etc. All returns are handled expeditiously.

Exchange order

Unfortunately, it is not possible to exchange an item directly. To receive the desired item, you can place a new order and return the others to us.

Return address
Re-issue Tilburg
Telephone Street 41
5038 DN

Note: Sale products with a discount percentage higher than 50% can no longer be exchanged.

What is the return period?
A Re-issue order can be returned within 14 days of placing the order; provided the product is in its original condition.

My product is damaged. What can I do now?
If your product(s) ordered on Re-issue.nl and the damage is not caused by the use of the owner, please contact Re-issue as soon as possible (within 30 days): [email protected] , with your order number and description and/or photos of the complaint.
We will handle the complaint and examine the damaged products. If necessary, we will contact the supplier (brand) of the product(s). If the damage is caused by a manufacturing defect, we will make sure that you receive the product again (same quantity). In some cases it is possible to receive a refund for the damaged product or products.

How long will it take before I get my money back?
If returned products have been accepted by Re-issue, it will take a maximum of 14 working days for the return to be processed. For an exchange, it takes a maximum of two business days to ship the new pair.
Please note - The above information only relates to products purchased through the Re-issue.nl webshop, not in our physical stores.