Frequently Asked Questions

Our bilingual customer service (NL-EN) is available Monday from 09:00 to 17:00 and Tuesday to Friday from 09:00 to 13:00 on +31 (0)30 6879295. You can also send an email to: customercare@reef.eu . We aim to respond within two working days. If you have a question about your order, always include the order number in the subject of your email. You can find the order number on the order confirmation that you automatically receive after placing an order.

It is possible that email confirmations end up in the spam box or in the 'junk mail' folder. Therefore, always check this mailbox first. If you have not received the email, please contact our customer service: customercare@reef.eu . In addition to your order number, also state the name under which you placed the order and the order date.

We deliver an order within 24 hours (working days) to DHL. DHL then usually delivers the package within 48 hours (within the Netherlands) and within 72 hours (within France and Germany). You will receive a Track & Trace code with which you can track the order. Please note: it may take a few hours before this link becomes active.

Returns are no problem! You have the right to revoke the agreement within 14 days without giving reasons. After notification that you are cancelling the purchase, you have another 14 days to return the product.
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No, exchanging for another item or size is unfortunately not possible. If you want another item or size, you can place a new order in our shop.

REEF wants to make sure you are 100% satisfied with your purchase. If you ever have a problem with the quality of your REEF.eu purchase, simply email customercare@reef.eu with a clear photo of the problem area. Include a description of the problem area in the body of your email. A customer service representative will contact you promptly.

We are happy to discuss any quality issues on a case-by-case basis.

LIMITED WARRANTY FOR DEFECTIVE GOODS

Products covered by the REEF warranty will be replaced at REEF's discretion. Please note that REEF cannot control the quality of REEF products sold by unauthorized sellers. 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 purchaser within the above-mentioned one (1) year warranty period:

• Loose stitching on straps (new sandals only)
• Straps/buckles without tension (when soles are not badly worn)
• Delamination of layers (repairable)
• Glue on the straps (glue comes from the sole - new sandals only)
• Stitching is coming loose on logo (new sandals only)
• Stitching is coming loose on parts of sandal straps

SHOES

The following defects are covered by the REEF warranty when claims are made by the original purchaser within the above-mentioned one (1) year warranty period:

• Sole comes loose from upper
• Stitches are coming loose on logo
• Seams on the upper are not stitched (except in case of wear)
• Bulging or missing eyes
• Mismatched color of a pair of shoes
  
  

WHAT IS NOT COVERED BY THE WARRANTY

The following are NOT covered under the REEF warranty nor are the above defects covered if any of the following situations occur:

• Fraying of straps/uppers of shoes due to use/abuse
• Deterioration due to water abuse
• Sole worn or worn through
• Color fading
• Skateboard/bicycle abuse
• Cuts, scratches, burns, etc.
• Damage caused by carelessness, misuse or modification of products
• Damage caused by wetting non-waterproof products
• Fit, blisters and/or other comfort issues.
• The incorrect or extremely intensive use of the article.
• Just like with ski and motorcycle gloves, rubber boots, etc. it can happen very occasionally that a slipper develops unpleasant odors. Unfortunately, there is nothing you can do about that. It is not possible to rule this out 100% in advance.

You can track the status of your return yourself via the track & trace link of your chosen carrier. It is important to keep this number safe until the package has been received by us. You will not receive an automatic notification from us after we have received your return or refunded the amount.

Within 10 business days after receiving the package, the paid amount will be refunded to the same account with which the payment was made. You can find the refund under Shopify Payments. In the case of a refund to your credit card, the amount will be reversed. You can find the amount on the monthly overview of your credit card.

Textile or synthetic sandals and shoes

• Use a dry soft brush or a dry soft cloth to remove dirt.
• Make a soapy solution with a little detergent and warm water.
• Dip a soft sponge in the detergent solution and gently clean the soiled areas.
• Rinse the soapy water from the sponge with warm water and then use the sponge to 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

• Use a dry soft brush or a dry soft cloth to remove dirt.
• Clean leather surfaces with saddle soap or a leather cleaner and conditioner by following the manufacturer's directions for use on the cleaner label.
• For all footwear, we recommend never washing your shoes or sandals in a washing machine or drying them in a dryer. This can damage the material and ruin your shoes or sandals. We also recommend never using strong detergents or chemicals such as bleach.