Do you have a question?
Do you have a question for us? Below is a short list of frequently asked questions. If your specific question is not listed here, please also look here or contact us at customercare@reef.eu.
Our bilingual customer service (NL-EN) can be reached on Monday from 09:00 to 17:00 and on Tuesday to Friday from 09:00 to 13:00 at +31 (0)30 6879295. You can also send an email to: customercare@reef.eu. We will do our utmost to respond within two working days. Please state your order number in the subject line of your email when your inquiry refers to a specific order. You can find the order number in the order confirmation that you receive automatically after having placed your order.
It's possible that the email went to your spam folder or to a ‘promotions’ folder. So please check these mailboxes first. If you are sure that you did not receive the order confirmation email, then please contact our customer service: customercare@reef.eu. Please state under whose name the order was placed and the order date.
We ship our orders within 24 hours (on working days) via DHL. DHL generally delivers the package within 48 hours (in the Netherlands) or 72 hours (within France and Germany). You will receive a track & trace code to follow the shipment process. Please note: it can take several hours before this link is activated.
Returning articles is no problem at all! You have the right to cancel the purchase agreement within 14 days and without the need to state any reason. After this cancellation, you have another 14 days to return the article. Click here for more information.
No, exchanging it for another item or size is not possible. If you would like another item or size you can place a new order in our shop.
REEF wants to make sure you’re 100% satisfied with your purchase. If you ever have concerns regarding the quality of your purchase on REEF.eu, simply email us at customercare@reef.eu with a clear photo displaying the area of concern. In the body of your email, please include a description of the area of concern. A member of our Consumer Care team will swiftly follow up with you.
DEFECTIVE GOODS LIMITED WARRANTY
Products covered by the REEF warranty will be replaced at REEF’s discretion.
SANDALS:
The following defects are covered by the REEF warranty when claims are made by the original consumer owner within the one (1) year warranty period above:
SHOES:
The following defects are covered by the REEF warranty when claims are made by the original consumer owner within the one (1) year warranty period above:
WHAT'S NOT COVERED:
The following are NOT covered by the REEF warranty nor are the above defects covered when any of the following are prevalent:
We're happy to talk through any quality concerns on a case by case basis.
DEFECTIVE GOODS LIMITED WARRANTY
Products covered by the REEF warranty will be replaced at REEF’s discretion.
Please note that because REEF is unable to control the quality of REEF products sold by unauthorized sellers, unless otherwise prohibited by law, this warranty does not apply to REEF products purchased from unauthorized sellers.
SANDALS:
The following defects are covered by the REEF warranty when claims are made by the original consumer owner within the one (1) year warranty period above:
- Loose weaving on straps (new sandals only)
- Straps/buckles pulling out (where soles are not severely worn)
- Delamination of layers (repairable)
- Glue on the straps (glue rubs off of the sole - new sandals only)
- Stitching coming undone on logo (new sandals only)
- Stitching coming undone on any part of sandal straps
SHOES:
The following defects are covered by the REEF warranty when claims are made by the original consumer owner within the one (1) year warranty period above:
- Sole separation from upper
- Stitching coming undone on logo
- Seams unstitching on upper (except when due to wear)
- Popped or missing eyelets
- Non-matching color between two halves of pair
WHAT'S NOT COVERED:
The following are NOT covered by the REEF warranty nor are the above defects covered when any of the following are prevalent:
- Fraying of straps/shoe uppers due to use/abuse
- Deterioration as a result of water abuse
- Sole wearing out or worn through
- Color fading
- Skateboard/bicycle abuse
- Cuts, scratches, burns, etc.
- Damage caused by negligence, misuse or alteration of products
- Damage caused by wetting non-waterproof products
- Fit, blisters, and/or other comfort issues
- Improper or extremely intensive use of the article
- As with skiing or motorbike gloves, rubber boots, etc., the sandals may start to smell. And even though this happens very rarely, we can’t rule this out completely. Unfortunately, we can't remedy that.
We maintain the highest security standards to protect your privacy-sensitive details. Therefore, we offer multiple payment options that you can choose from: via iDeal, credit card (American Express, VISA, or Mastercard), Bancontact , or PayPal. After having completed your order, you choose which payment option you want to use within the secure environment of your bank via our payment provider Mollie.com.
iDeal
When you choose ‘Pay with iDeal', you pay via your own bank. The payment process goes through your familiar, easy and secure online banking environment. You can use iDeal directly and without having to log in.
VISA/MasterCard/American Express/Cartes Bancaires
When choosing ‘Purchase with credit card’, your payment will be processed the moment we ship your order. Paying by credit card is an easy and secure way to purchase articles via our website. We accept American Express, VISA, Mastercard or Cartes Bancaires. (Credit card payments are only possible when you have an account with us and for a maximum amount of €1,000.)
PayPal
Fast, secure online payments? This is what PayPal offers: no hassle with entering credit card numbers or other personal details; all you need are your email address and password.
iDeal
When you choose ‘Pay with iDeal', you pay via your own bank. The payment process goes through your familiar, easy and secure online banking environment. You can use iDeal directly and without having to log in.
Bancontact (Belgium)
Bancontact payments for online purchases are made from your own bank account via the certified Bancontact online banking environment.
Bancontact payments for online purchases are made from your own bank account via the certified Bancontact online banking environment.
VISA/MasterCard/American Express/Cartes Bancaires
When choosing ‘Purchase with credit card’, your payment will be processed the moment we ship your order. Paying by credit card is an easy and secure way to purchase articles via our website. We accept American Express, VISA, Mastercard or Cartes Bancaires. (Credit card payments are only possible when you have an account with us and for a maximum amount of €1,000.)
PayPal
Fast, secure online payments? This is what PayPal offers: no hassle with entering credit card numbers or other personal details; all you need are your email address and password.
We will refund the purchase amount (minus the original shipment costs based on the minimum order amount) to the account number used when the order was placed as quickly as possible, which is no later than 14 days after the dissolution of the purchase. When the purchase was paid for by credit card, a reverse payment will be made. You can find the reverse payment on your monthly credit card statement.
Textile or Synthetic Sandals and Shoes
- Using a dry soft-bristled brush or dry soft cloth remove any excess dirt.
- Make a mixture of a small amount of laundry soap and warm water.
- Dip a soft sponge into the laundry soap mixture and gently clean the affected areas.
- Rinse the soap out of the sponge with warm water and then use the sponge to gently remove any excess detergent from the shoe or sandal.
- Allow the shoe or sandal to air dry in the shade at room temperature.
Leather Sandals and Shoes
- Using a dry soft-bristled brush or dry soft cloth remove any excess dirt.
- Clean leather surfaces with saddle soap or a leather cleaner and conditioner by following the manufacturerÃs directions on the cleaning productÃs label.
- For all footwear, we never recommend washing your shoes or sandals in a washing machine or drying them in a dryer. Doing this can harm the materials and adhesives and cause your shoes or sandals to break down. We also recommend to never use harsh cleaners or chemicals like bleach.