FAQ
My Orders
I'm new here. How do I order?
At the Red Wing Shoe Store Amsterdam we go to great lengths to ensure your shopping experience is as easy and secure as possible. Navigation through the site is simple, either select one of the categories listed at the top of the page, use the filter to select a certain style, size or leather type, or just use the search function. Then select your size, and add the item to your cart. Once you have finished shopping, simply go to the checkout and continue to the payment area. Here you can fill out your personal details and choose to register an account with us, or not. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
How safe is my account?
Your personal and payment information at www.redwingamsterdam.com is as safe as can be. We will never pass on any information to third parties and we strongly guard your privacy. Creating an account is not required but by registering an account it will make a next visit more easy.
I forgot my password, what do I do?
There is a link called “Forgot your password?” in the login window at the checkout. If you need your password to be re-set, click on this link, enter your email address and you will be sent a new password – which you may of course change to something more personal.
How do I know if my order was successful?
If you’re not sure whether your order was successfully placed, please check your email inbox and spam folder for an order confirmation. If you are still unsure, please contact webshop[at]redwingamsterdam.com for further assistance.
Do I receive an invoice with my order?
Upon placing your order, you will receive a confirmation e-mail, which contains the invoice that states your purchase(s) and the total amount due. The shipped package itself does contain a printed copy of the invoice.
Can I change or cancel my order?
Yes. If you wish to change your order before we ship, please contact us within 24 hours of placing your order at webshop[at]redwingamsterdam.com Make sure to mention your order number and the products you want to cancel. Once your parcel has been booked in for collection, we are unable to cancel or make any changes.
Our Products
How do I check if an item is in stock?
For every single item on the website, you can find the available stock. However, with some of our more popular items, due to the high rate of sales in-store, as well as online, there may be some discrepancies. When a particular size is temporarily out of stock, it will not show in the webstore. In most cases we are able to order the specific size for you, so just send us an e-mail at webshop[at]redwingamsterdam.com and we’ll have your size in-store within a week.
Will a certain item be restocked?
More than 90% of the regular Red Wing Shoes collection will (and can) always be re-stocked. Within the collection, we will restock the popular items that are available from suppliers at the midway point of each season (around April for spring season/ October in winter). Be aware that we want to keep the special items unique and the available amount of these items is limited for a reason.
Can you process special/personal orders?
In most cases we are unable to place special orders for products we don’t carry as regular stock. But if you really have a special request, feel free to email us at webshop[at]redwingamsterdam.com and we’ll see what we can do.
Do you have more sizes available?
With products selling online very quickly, we cannot guarantee to always keep up in-store, in real time, with every product that is sold or returned. Occasionally a new delivery or return may come in and not be put back into online stock straight away. If a product is sold out, we will let you know online. We endeavour to keep you updated at all times. At all times we are able to order a specific size for you personally, which we will have in store within the week.
Shipping & Delivery
Do you deliver to my country?
We accept orders from all countries in Europe and Africa, with the exception of: Belarus, Kazachstan, Russia and Ukraine. Unfortunately, we are not able to ship to the continents of North- and South-America, Asia and Oceania. Your postage rate will be calculated at the checkout when you finish your order. Delivery times vary depend on location.
What is the delivery time for my order?
The Netherlands: 1 – 2 days Europe: 2 – 3 days Other Countries: 5 – 8 days
How much is the shipping charge?
Any order with an amount of €200,- and above, will be shipped FREE of charge. For any remaining orders, the following costs apply: The Netherlands: € 6,95 Europe: € 16,95 Other Countries: € 30,95
How do I know if my item has been dispatched?
Depending on payment and stock availability, all orders will be processed on the day of receipt, if received between 6am and 6pm CET. Your dispatch confirmation will be sent to the email address on your online account. The e-mail with dispatch information includes a track & trace code by PostNL in order to track your parcel.
What courier do you use for deliveries?
We use PostNL to send all our orders to The Netherlands. All other countries we use DHL Express Economy.
Can I track my item?
Yes, all deliveries are traceable. You can find your tracking number in the confirmation e-mail with the dispatch information. With this number you can track your parcel.
What if i'm not home when my item is delivered?
PostNL, or the corresponding carrier in your country of residence, will offer the delivery at your door two times. If they are still unable to obtain a signature from somebody at the address, then the parcel will be sent to the nearest depot of PostNL, or corresponding carrier.
Can someone else sign for my delivery?
PostNL requires somebody at the delivery address to sign for the package, but it does not have to be the addressee him or herself. The signature is electronically logged for security. We will take any signature at the address as proof of delivery.
Can I change my delivery address?
With orders placed online we provide the option to ship to a different address than the one to which your credit card is registered. For security reasons, this service is discretionary, and we reserve the right to only ship to the billing address, or verify details with our customers before shipping to a different address. If you have made a mistake with your delivery details contact us immediately and we can try to amend them. If the order has already left our office, then the delivery address cannot be changed.
Extra information
We DO NOT ship orders on Sundays and Bank Holidays. – Although we use all reasonable means to ensure that your order is delivered within a specified time, we cannot accept any responsibility for late deliveries due to circumstances outside of our control. We will do our best to inform you of any unexpected delay.
Price & Payment
Is it safe to order online?
Yes. We use industry standard SSL encryption to protect your details. Potentially sensitive information such as your address, name and card details is encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all payments, to ensure the authenticity of each card payment.
What are the payment options?
We currently accept these (credit) cards: Maestro, Mastercard, VISA, and American Express. Other options are: PayPal, iDEAL and Klarna. All transactions are handled by Mollie.
Why is my credit card not accepted?
We accept most of the major creditcards out there today, but if you need an alternative, we offer the option of PayPal that is available in every country. For customers in the Netherlands we suggest to use iDEAL.
Can I use a different payment method?
No, we do not accept any other payment method other than those listed.
BTW/VAT details
All items are subject to a Dutch VAT rate of 21%, which is already included in all quoted prices.
Can I use my discount code more than once?
This depends on the type of code you have received, you will be made aware of this upon receipt of your code. Discount code: One time offer, voided after use. Gift/coupon: Offers possibility of payment in instalments.
I forgot to use my discount code. Can I get the discount code refunded?
A discount is valid for one year. You can always use the discount online but it cannot be refunded.
Returns
Can I return any purchased items?
In the unlikely event you are unhappy with your received goods we will happily issue a replacement or refund, provided the item(s) is/are returned within 30 days of receipt, unworn, complete with all original tags, and in original and resalable condition.
I have received the wrong item?!
Oops. Contact us straight away at webshop[at]redwingamsterdam.com with details regarding the matter, and we’ll sort it out!
How do I know you've received my returned goods?
We will send a confirmation email when we have received your returned goods. This process may take 1-3 days from the moment you have sent the goods.
How do I return an item?
The invoice/return form you may use to return the item(s) can be found in the plastic cover that is attached to the wrapping of your order. Please tick the box of the item you are returning on the form, and insert the form in the plastic cover, so that the Red Wing Shoes Amsterdam address is visible.
How should I return a product when the packaging is damaged?
All of our products are always wrapped in small, sturdy plastic bags or cardboard boxes carrying our company name and logo. You may very well re-use this bag or box, but should it inadvertently be ripped or torn, we kindly request you use your own wrapping material.
Who pays for return postage?
You are responsible for the cost of returning an item to us. If you are returning an item for a refund we will refund you MINUS our original delivery cost and will not reimburse the cost of you returning the item to us.
Refunds & Exchanges
Do you give refunds?
Yes we do. After you have returned your items properly, we will check your order and refund you your money as soon as possible.
I have been refunded the wrong amount, what do I do?
If you feel for any reason that we have incorrectly refunded you, do not hesitate to contact our sales team by e-mailing webshop[at]redwingamsterdam.com.
How long does it take for me to get a refund?
As long as the returned items meet our refunds criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer and payment option.
How long will it be before I get an exchange?
After receiving your return, we will check our stock with your request. If your size is not available anymore, we will contact you by e-mail via which you can choose another item or a refund. The overall expected time for an exchange can be up to 7 working days from us receiving the item.
Sizing & Fit
How do I know my footwear size?
We provide both the US, as well as the EU shoe-size with all of the Red Wing Shoes we offer for sale. Other specific sizing info is provided in the Sizing Guide and the Fitting Information available for each style of Red Wing Shoes.
Complaints & Questions
Complaints or questions?
You can send your complaints or feedback to webshop[at]redwingamsterdam.com.
We will do our utmost to acknowledge and help you within 24 hours.
