Exchanges & Returns
Did the shoes you ordered not fit, or is the color not what you expected? No problem! Below are the terms and steps for returning or exchanging your order.
If your question isn’t answered here, feel free to contact us at info@mag.nl or call us at +31165-745020. Our team is available on weekdays between 09:00 and 17:00.
Exchanges
To exchange your order, please follow these instructions:
- Exchanges are allowed within 14 days of receiving your order.
- The shoes must be undamaged and unworn (not used outdoors).
- Free exchanges are only available for orders over € 50,-. If you ordered only accessories (like footbeds, socks, or flip-flops), the exchange is not free, and you will need to cover the shipping costs.
- Return costs are your responsibility.
- Use the original brown packing box from MAG Creative Footwear for the return. Do not use the shoe box itself. Include any extras, such as spare laces or socks.
- Cut out the address label at the bottom of the exchange form and attach it to the box. Make sure the original barcode with your information is no longer visible.
- Shoes that are damaged, dirty, or worn will not be accepted. If there’s any doubt, we’ll contact you to discuss the situation. Refunds will not be issued until the matter is resolved.
- If you reside outside the EU, you must obtain a CN23 form from your local postal organization, either by downloading it from their website or picking it up at one of their locations. This official customs document must be completed as accurately and truthfully as possible and signed by you. Customs will use this information to determine whether customs clearance fees and/or VAT are applicable. Failure to complete this form may result in customs clearance charges being billed directly to you.
Returns
To return your order, please follow these instructions:
- Returns are accepted for orders over € 50,- within 14 days of receipt.
- Return the order in the original brown packing box from MAG Creative Footwear. Do not use the shoe box itself.
- Cut out the address label at the bottom of the return form and attach it to the box. Make sure the original barcode with your details is no longer visible.
- Include any extras, like spare laces or socks. Missing items may result in a reduced refund.
- Shoes that are damaged, dirty, or worn will not be accepted. If there’s any doubt, we’ll contact you to discuss the issue. Refunds will not be issued until the matter is resolved.
- Return costs are your responsibility.
- Orders of only accessories (like footbeds, socks, or flip-flops) cannot be returned.
- If you reside outside the EU, you must obtain a CN23 form from your local postal organization, either by downloading it from their website or picking it up at one of their locations. This official customs document must be completed as accurately and truthfully as possible and signed by you. Customs will use this information to determine whether customs clearance fees and/or VAT are applicable. Failure to complete this form may result in customs clearance charges being billed directly to you.
How to do the exchange/return?
1. Fill out your return form
Fill out the exchange/return form that comes with your order. Cut out the return label. All orders come with a form, so check your package thoroughly. If you have doubts about how to correctly fill out your form, please check the step-by-step below.
2. Tape the return label on the box
Put the filled form together with the items and gifts back in the original box and tape it tightly so that it cannot be damaged. Tape the return label over the barcode of the shipping sticker.
BEWARE: make sure the barcode is well covered, otherwise the package will be returned to you.
3. Post your package
If you live in the Netherlands, drop off your package at a PostNL service point. At the PostNL point you will receive a shipping confirmation. Keep that safe!
If you live outside the Netherlands, the return costs are your responsibility. If you have requested an exchange, we will send it at our expense.
4. We will contact you
After receiving your package, you will receive an email from us with additional information about your exchange/refund.
The processing of your request can take 1-2 days after we receive your package, but the time taken by your money to be returned to you varies based on your selected preferred method.
Attention!
If you live outside of the EU, you need to download a CN23 form through your own postal organization or pick it up at a location of the national postal organization. This is an official customs document which must be filled in as completely and truthfully as possible and signed by the sender. On this basis it is determined whether or not customs clearance costs and/or VAT have to be paid! If you do not fill in this document, customs clearance will be charged to you.
How to fill out the form?
Completing the exchange/return form is a fundamental step to make sure your request will be processed properly. The steps below can be used to fill out the form no matter the form language. If the form is not filled out, we do not know from whom the return/exchange is and this can delay the reimbursement or exchange.
1. Fill in your personal information
On the form’s first section, fill in your name (as it appears on the order), today’s date and your order number. The order number can be found either on your confirmation email sent by us or on the invoice sent with your package (the second number on top).
2. If you want an exchange
On the exchange/return section, mark the exchange square. Next, fill in the information of your desired model for exchange, you can check our site for availability of models and colors. If the requested model is not available, we will contact you. If you had any troubles with the pair you ordered, please leave a comment so we can check the shoes.
3. If you want a return
On the exchange/return section, mark the return square. Next, fill in the form the reason for your exchange. If you have an issue with the shoes, please leave a comment. It is important for us to check them before putting them back in stock.
Attention!
If you live outside of the EU, you need to download a CN23 form through your own postal organization or pick it up at a location of the national postal organization. This is an official customs document which must be filled in as completely and truthfully as possible and signed by the sender. On this basis it is determined whether or not customs clearance costs and/or VAT have to be paid! If you do not fill in this document, customs clearance will be charged to you.
Where is my return form?
All of our orders come with the invoice and return/exchange form enclosed inside one of the shoe boxes. Please search thoroughly your order, as both papers could be folded together. If still you cannot find your return/exchange form, you can download it below.
Please note: consider your delivery address while downloading the form.
Other questions
I received the wrong shoes, what now?
If you have received an item that does not match your order, please inform us as soon as possible (within 14 days at the latest). You can return the shoes (and the included extras) and fill in the return/exchange form. Here you can indicate that you have received the wrong shoes.
Outside the Netherlands: The package can be returned to us. You will have to pay the shipping costs, but we will reimburse them to you, because we made the mistake. We will send you the right order as soon as possible.
What are the costs of returning?
Returning MAG shoes from our webshop within the Netherlands is free. This applies to orders above € 50,- and does not apply to an order of accessories only (footbeds, socks and slippers).
Full money back after return
We will reimburse all payments made by you within 14 days of receipt of your package back with us.
Please note: you can pay a maximum of € 50,- per order with a FashionCheque and it is (in accordance with the conditions that FashionCheque uses) not possible for us to refund your money to your FashionCheque. Therefore, you will receive a store credit. We will then settle this store credit with a new order.
Alternative form
If you don’t want to use our form, but the official withdrawal form, you can find it here.
Didn’t find your question here?
Check our FAQ page or contact us through phone or email at info@mag.nl and we will help you solve your issue!