ORDERS

THE SHOES ARE NOT AVAILABLE ONLINE. ARE THEY STILL AVAILABLE SOMEWHERE ELSE?
On our website you will find a list of points of sale.
DO I HAVE TO PAY SHIPPING COSTS FOR MY ORDER?
No, when shipping within the Netherlands, Belgium or Germany you do not have to pay shipping costs. For shipments to other countries within the EU we charge € 10, outside the EU € 20. However, the shipping costs of a possible return shipment are for your own account. These costs are in NL EUR 6.95 with regular parcel post.
HOW WILL MY ORDER BE DELIVERED?
The order will be shipped from our shipping house and offered by DHL.
HOW SOON CAN I EXPECT MY ORDER?
If you place an order on a working day before 4pm, we aim to deliver your order to DHL the same day. You will receive a track and trace code by email from us to track the parcel. If we are unable to ship the order within 3 working days, we will notify you.
CAN AN ITEM BE SOLD OUT AFTER I HAVE PLACED MY ORDER?
We use a meticulous stock management system, but in spite of everything it can sometimes happen that the shoes are no longer in stock because in busy times orders can cross. If this is the case, you will receive a message from us a.s.a.p.

PAYMENTS

HOW CAN I PAY FOR MY ORDER?
You can pay for Dutch and German customers through iDeal, Credit Card or Klarna (pay afterwards). For Belgian customers via Bancontact or Belfius.

Pay with iDeal

iDEAL is an easy and fast payment method for online banking with ABN AMRO, ASN, Fortis, Friesland Bank, ING Bank, Rabobank, Regio Bank, Van Lanschot Bankiers and SNS Bank.

Pay afterwards

Try first and pay later. With Klarna, you don't pay anything until you've received the product and decided whether you want to keep it.
WHAT IS IDEAL?
With iDEAL you can safely pay for your online purchases, based on specific security methods of your own bank (Netherlands). As soon as you start paying you will be redirected to the login screen of your own bank, where the payment can be processed.

GENERAL QUESTIONS

HOW ARE THE SHOES PRODUCED?
Our shoes are handmade in Southern Europe.
WHAT IS THE BEST WAY TO BE KEPT INFORMED OF ACTIONS AND NEW COLLECTIONS?
You can subscribe to our newsletter on the homepage of our website and in the footer. You will then be informed about our KOELe actions and the start of sales of the new collection.
HOW IS THE SHAFT OF A BOOT MEASURED?
The shaft is always measured at the widest point.
ARE CHILDREN'S BOOTS ALSO SUITABLE FOR WOMEN?
We advise women not to order children's boots. Our children's shoes are narrower than women's shoes and are made on a different last.
DO YOUR SHOES FALL NARROW OR WIDE?
Our shoes and boots are normally narrow to narrow.
THE NORMAL FOOT SIZE I HAVE IS SMALLER/LARGER THAN THE SIZE YOU RECOMMEND?
We advise you to stay as close as possible to your own current size, and certainly not to order smaller sizes.
DO YOU HAVE A HOME SHOPPING WARRANTY CERTIFICATE?
Yes, we have a Home Shopping Guarantee Certificate. The Thuiswinkel Waarborg Certificate is the quality mark for buying products and services over the internet. The quality mark is supported by the Consumers' Association.

EXCHANGE AND RETURN

IF I RETURN MY SHOES, HOW LONG DOES IT TAKE BEFORE I GET A REFUND?
We will refund the full purchase amount (the shipping costs are for us so you will only receive the purchase amount back) as soon as possible but no later than within 14 days from the moment of notification of return. However, we do our best to refund the purchase amount to you within 3 working days after receipt of the return. Please note that the quickest way for us to refund the purchase amount is to note your bank details (IBAN) on the appropriate return form. We will refund you by the same means of payment as you used to pay unless otherwise stated on the return form. There are never any extra costs involved. You are responsible for the costs of the return shipment. These costs are EUR 6.95 with regular parcel post.
WITHIN HOW MANY DAYS DO I HAVE TO EXCHANGE/RETURN MY ORDER?
You always have 14 days to fit the shoes at home. If you would like to exchange your order for a different size or model or return it to us, you should inform us by e-mail within 14 days after you have received the shoes at home. Send an e-mail to info@koel4kids.nl or go in to our website an make a return. You can also use the European model withdrawal form to notify us that you are cancelling your purchase. However, the use of this form is not obligatory". We will be happy to return the shoes unworn in the original KOEL shoe box and at the latest 14 days after you let us know that you wish to return them. Please send the shoes to: Koel4kids vof, Woeringenlaan 39 5144CH Waalwijk . Attach the appropriate return form and fill in whether you wish to receive a different size/model or whether you would like to receive your money back. The costs for returns are at the expense of the customer and amount to EUR 6.95 with regular parcel post. If we find that the shoes have been worn, we are entitled to charge compensation.
HOW CAN I EXCHANGE MY ORDER?
If you wish to exchange your order for another size or model, you must notify us by e-mail within 14 days. To do so, send an e-mail to info@koel4kids.nl. This way we can check whether the desired pair/size is still in stock and reserve them for you. Please send the shoes in the original KOEL shoe box no later than 14 days after you let us know you want to return them to us: Koel4kids vof, Woeringenlaan 39 5144CH Waalwijk . Attach the return form. Fill in again which model/size you would like to receive. We will not reimburse the return shipping costs and the amount is EUR 6,95 with regular parcel post.
WHAT SHOULD I DO IF I HAVE A COMPLAINT ABOUT MY PURCHASED SHOES?
Please send an e-mail (with a photo for explanation) to info@koel4kids.nl . We guarantee that you will receive a substantive response to your complaint (product or service) within 2 working days. More information about complaints / disputes, see: www.sgc.nl Note: the shoes are handmade and made of natural materials. The shoes may therefore differ slightly from each other or from an image on the website. We do not guarantee bald noses and zippers. Are you not satisfied with the handling of your complaint? Then you can submit it to the Thuiswinkel Disputes Committee, P.O. Box 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Disputes Committee via the European ODR Platform (http://ec.europa.eu/consumers/odr/)
ARE THERE ANY COSTS ASSOCIATED WITH AN EXCHANGE/RETURN?
If you wish to return or exchange your order, we will not reimburse any shipping costs for the return shipment. The costs for this are with regular parcel post EUR 6.95 within NL. The new pair, in case of an exchange, will be sent back at our expense.
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