Frequently Asked Questions

How do I create an account?

Click on the 'sign in Icon' in the upper right corner of our website and then click on REGISTRATION. You then arrive at the registration page where you can fill in your account completely. The fields marked with a star are mandatory to complete your account. With this you can quickly place your order.

Click & Collect

Follow the steps below:

1. Add items to your shopping basket.
Select your favorite items and proceed to checkout.

2. Choose CLICK & COLLECT at checkout.
Enter your personal details and choose for Click & Collect.

3. Select your Date & Time for Pick-Up.
Choose a date and time when you would like to Pick-Up your order.

4. Select your payment method Online or Pay In-Store
Pay Online or In-Store with Pin or Cash.
If you choose to Pay In-Store your order will be reserved till Pick-Up.
 

5. We will prepare your order and it will be ready for Pick-Up. 
You will receive an order confirmation in your mail!
Stay Safe & Please come alone.


 

I have entered an incorrect delivery address, what should I do?

A mistake is in a small corner. If you have a wrong delivery address, please contact our customer service immediately. We will then do our best to solve this for you. customercare@derodeloper.com

Always include an order number so that we can act quickly.

Keep in mind that this will delay your order and it will not always be possible to change an address.

What if I am not home when the order gets delivered, what happens with my order?

When you are not home when the order gets delivered, UPS will leave a note. With this note, you are able to pick up your order at the nearest UPS Accesspoint. 

I expect a package but it is not delivered.

Please check the UPS Track & Trace link that you received via the shipping confirmation email. This contains the most up-to-date infromation of your shipment, it is possible that the shipment is delayed or that the address is incorrect. If this is the case please contact us via customercare@derodeloper.com

Is my package insured?

The derodeloper.com shipments are insured against theft and accidental damage by our shippingcompany at no additional cost to the client. Once the shipment reaches the destination, the goods are no longer insured.

My payment has failed, what now?

Do you see the 'Payment failed' message in the checkout when you pay? Then delete the cookies, use an alternative browser and choose a different payment method. If this does not solve the problem, please contact our customercare@derodeloper.com

Will I receive an order confirmation by e-mail?

If you have successfully placed an order with us, you will receive an e-mail from us stating your order confirmation. Have you not received this e-mail? Take a look at your spam folder to be sure. It may be that the order confirmation has ended up there. Did you not find the e-mail there? Please contact us and we will gladly help you further. customercare@derodeloper.com

Where is my order?

Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Order Status'.

Is my size available?

All items that are in stock are shown on our webshop. The stock is equal to our physical store.

Our Customer Care team is pleased to help you trough customercare@derodeloper.com. Naturally our staff at the De Rode Loper store is always available to assist you.

Where can I find my invoices?

 

The invoice of your order is always included in the order confirmation. You can also find your order confirmation in my account. Can not you find the order confirmation? No problem. Contact us and we will immediately send you the invoice.
customercare@derodeloper.com

Forgot password, what now?

Go to my my account there you will get login details and there you can change your password. Do not forget to click on the save button. Once you have this, you have a new password.

When will my order be shipped?

We strive to ship all orders within 24 hours. TToday before 15.00 ordered tomorrow at home this applies from Monday to Friday. No orders are picked up by UPS during weekends. Estimated delivery times are to be used as a guide only. Derodeloper.com is not responsible for any delays due to destination customs clearance processes.

Do I need an account to place an order?

You need an account to complete a purchase. If you register with us you will be able to enjoy the following benefits through your derodeloper.com account:

  • Request your return or exchange directly from your account.
  • Gain access to your Wish List.
  • Be notified when new stock arrives.
  • Save your addresses and card details so you can shop even quicker next time.
  • Manage your account details, order history and email preferences and see order status.

What payment methods does Derodeloper.com accept

Derodeloper.com accepts the following payment options:

  • iDEAL
  • AliPay
  • WeChat
  • ING Home’Pay
  • Trustly
  • Belfius
  • KBC
  • Apple Pay
  • MasterCard
  • Maestro
  • Visa
  • American Express
  • Fashioncheque
  • Giropay
  • Sofort Banking
  • Multi Safepay Wallet
  • PayPal
  • Klarna

Once this transaction is complete, you will then return to Derodeloper.com. Payment is only debited from your card at time of dispatch.

At Derodeloper.com, your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system provided by MultiSafepay BV. Additionally, for your safety and protection, we will confirm that the billing address you provide matches the address on file with your credit card company.

Exchanges & returns

In-Store Returns

IN STORE RETURN POLICY

We request that you keep your purchase receipt.
In the case of returns or exchanges, you must submit this original receipt, no later than 14 days after purchase in our physical store.
We do not return any money for this and you will receive a voucher if there is no accidental damage.
Exchange within 14 days, we do not accept exchanges for worn items.

How can I return or exchange an order?

EXCHANGE & RETURNS

At Derodeloper.com the Exchange or Return of your order is no problem as long as the items are new and unused. After receipt you have 14 days to Exchange or Return, this also applies to Sale items. After you have made the notification to us via customercare@derodeloper.com that you want to exchange or return something, you have another 14 days to return the item.

Send the items you wish to return to us at your own expense and risk via UPS or one of your own choice, including the Return Form to the address below: 

Derodeloper.com
Hoogstraat 26
2513AS The Hague
The Netherlands


Note: The return cost & risk of shipping is is always for the sender.
Note: International Returns or Exchanges must be provided with the following "Additional Comments" on the Carrier Shipping Invoice:
INTERNATIONAL RETURN 
including the shipped out"Export Track & Trace Number" this to avoid double payment of customs duties.

Make sure you have the following steps in order to successfully return your return package:

  1. Check with your return whether everything is complete as you received it, with box, "White Tag", dust bag and original cards to prevent loss of value.
  2. Make sure you add the Return Form in the box and pack everything complete as supplied.
  3. Make sure your package is registered with UPS. Here you will receive a return sticker that has to be about the old address label.
  4. Postage sufficient postage, and keep your Track & Trace number ready, International Returns must be provided with a Carrier Shipping Invoice that says:
    INTERNATIONAL RETURN including the "Export Track & Trace Number".
  5. Return to us within 14 days after return registration.

When trying on your shoes to assess whether the size and/or fit is correct, you should do this on a soft surface such as a carpet to prevent damage until you are sure you want to keep the shoes. Bags, Accessories & Shoes should be complete and in perfect condition if possible with designer packaging, authenticity cards, fabric bags, and leather tags are included when returning anything. Items that are returned incomplete, worn or damaged will not be accepted and will be returned to the customer immediately, depreciation will apply.

You are only liable for the depreciation of the articles resulting from the use of the articles that goes beyond what is necessary to determine the nature, characteristics and functioning of the articles. If we find that the articles have been carried, we can charge costs for this.

After receiving your return shipment we act as quickly as possible, in any case within 14 days. We strive to refund the full purchase price, including any standard shipping costs of the forwarding, within 3 working days via the same payment method as you used when placing your order (no later than 14 days after dissolution).

Read more about our Return Policy in our Terms and Conditions.

 

Guarantee

With a complaint we always look at the legal guarantee that applies to the complaint you have submitted. This means that the article must do what you can reasonably expect from the article. In addition, you are only entitled to a guarantee with a well-founded complaint. The complaint is well-founded if it was not caused by:

  • Damage through intent or negligence
  • Improper use or negligent maintenance
  • Normal wear and tear
  • Damage due to failure to observe or incorrect use of the instructions 

If your complaint is well-founded, we will reimburse all costs within the warranty period. In addition to the (factory) guarantees, without prejudice to the rights that you have as a consumer on the basis of the law. Even after the (factory) warranty period has expired, you can contact us with a well-founded complaint. You and we, too, expect that an article is still good after a certain period of time and under normal use/ maintenance. If this is not the case, please contact us. customercare@derodeloper.com

Return form

When ordering, you will receive a return form as standard. You can enter your information and return it with the package.

Have you lost your return form? No worries. please contact our customercare@derodeloper.com.

Return checklist

Make sure you have the following steps in order to successfully return your return package.

  1. Is the white "White Tag" still there? Returns are only possible with attached "White Tag" and original cards.
  2. Complete the return form completely and pack everything, preferably in original packaging.
  3. Place the sticker on the package over the old address label.
  4. Package sufficient franking, and keep your Track & Trace number ready.
  5. Within 14 days after return registration via return.

Why is there a wihite label attached to the items?

A white dress/ shoe tag is attached to all items ordered from De rode loper. Returns are only possible with attached undamaged white clothing tag. Returned items without attached white clothing tag, or with a damaged white clothing tag are not immediately accepted. There will be a depreciation and this will be passed on.

When is my refund on my bankaccount?

Once we've received your return and processed it, you will receive a confirmation email. Your money should be on your bankaccount with 1-3 business days.

WORLDWIDE SHIPPING

During the SALE period, shipment may take longer than normal! Fast International shipping! Next day delivery on orders placed before 15:00 hours* Only on workdays within the Netherlands.

Top designers

Luxury brands from international fashion designers: Gucci, Balenciaga, Givenchy, Off-White, Valentino, Balmain, Alexander Mcqueen, Dolce & Gabbana, Dsquared2, Lanvin, Saint Laurent and more.

Customer care

7 days a week

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Select your language and country. You will see directly your shipping cost in your shopping bag.

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