Order

• I would like to order MAG shoes, how does that work?

  1. When you have found your favorite MAGs on www.magcreativefootwear.com, you can add them to the shopping cart. Click on the size you want and choose 'in shopping cart'.
  2. When you have finished shopping, click on the shopping cart icon at the top right of the site.
  3. Click on the 'pay immediately' option and follow through the entire purchasing process. Don't forget to fill in your details correctly and carefully!
  4. You will receive a purchase confirmation via email. If you do not receive a confirmation, please check whether you have entered the correct email address. Please check your personal details (postcode/house number) in your purchase confirmation.
  5. After receipt of the full order amount, we will ship your order the same or the next working day to the address you provided. You will also receive an email with a track and trace code when your order is shipped.

• Can I still cancel my order?

  Cancellation is possible up until the moment we have shipped your order. Because we strive for the shortest possible delivery time, it is important that we receive a request about this as soon as possible. If your order has already been shipped, you can of course always return the order within 14 days.

• Do I also pay shipping costs?

  For orders above € 30,- you DON’T pay shipping costs (Worldwide Free Delivery).

• Are the prices on the website inclusive of VAT?

  Yes, all prices on the site include the statutory VAT percentage. On the official invoice that you receive upon delivery, the VAT amount is stated separately again (for orders inside the EU).

• Are there extra costs for orders outside the EU?

  Not from our side, but depending on your country of origin, you might need to pay import costs. We only cover the shipping costs for your order, but not the import duties and/or taxes of your own country. Please check the respective customs rules and import fees of your country.

  In case you want a return or exchange, please check our policy on the Exchange & Return page.

• The shoe I want is Out of Stock, will there be new stock?

  In case you can see an envelope icon above the desired size, it’s possible that the size will be back in stock. By clicking on the envelope you subscribe to the Back in Stock newsletter, it will notify you when the size you want is available again. Incase it will not be able to fulfill your request, we will also notify you by email.

  If all the sizes from a model are unavailable, unfortunately we won't be getting new stock of this either. We do this to keep our collection exclusive and make room for new models and colors.

Pay

• What payment options are available?

  You can pay for your order with iDEAL, Paypal, Credit card, Riverty/Afterpay or a manual bank transfer, depending on the country where you are ordering from. If you have any questions about payment, please mail us on info@mag.nl.

• Paying with iDEAL (Netherlands)

  iDEAL is online payment via internet banking. With iDEAL you can pay for your online purchases reliably, safely and easily. As an internet banker you can use iDEAL directly, without having to register for it. If you choose iDeal as your payment method, you get a € 1,- discount.

• Manual bank transfer

  If you choose manual bank transfer when ordering, you will receive an email from us with the payment instructions.  If you order outside office hours, you will get an email on the next working day.


  Please note: If you choose bank transfer, we will only send your order after receipt of your payment. This can take up to three working days, depending on the bank. Do you want to receive your order as soon as possible? Then choose another payment method. If you choose manual transfer, we will hold your order for a maximum of 5 days.

• Paying with Paypal

  Paypal is the safe way to pay online without sharing your data. You must be registered with Paypal for this.

• Paying with a credit card

  We accept Mastercard, Visa and Carte Bancaire. You enter your credit card details via a secure SSL server. We will ship your order as soon as the credit card company has approved the payment. 

• Paying afterwards via Riverty (Netherlands and Germany)

  Riverty carries out our entire post-payment process. This means that you will receive a digital payment slip from Riverty via e-mail to pay for the purchased product(s). Riverty will perform a data check to approve your request to pay with a payment slip. Riverty applies a strict privacy policy as described in its privacy statement . If your request for payment with a payment slip is not authorised, you can pay for the product to be purchased via another payment method. If you have any questions, you can always contact Riverty. For more information, please refer to the consumer section of the Rivery website .  

  Please note: if you choose to order using Riverty, you can only have the package delivered to your home. Collection from a PostNL point is not possible!

• Pay with FashionCheque (EU and UK)

  Of course it is possible to redeem your FashionCheque with us. When you have selected an item and the shipping method, select FashionCheque under 'payment method'. You will then be asked to enter the unique number on the card. If the balance on your FashionCheque is lower than the purchase amount, you can make the additional payment via another payment method such as iDeal or CreditCard. If the balance is higher than the purchase amount, the remaining amount on your FashionCheque will be saved for a next purchase.

  Please note: you can pay a maximum of €50.00 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.

Delivery

• How does delivery work?

  All shipments in the Netherlands are handled by PostNL. Abroad, the packages are delivered by the local partner of PostNL. After the purchase process is completed, we will email you a Track&Trace code for your shipment, you can follow the delivery by checking it. After your package is dispatched, we unfortunately have no influence on the transport and/or delivery of the orders.

• How many days does it take before I receive my package?

  Orders placed before 16:00 on a business day will be shipped the same day. Orders placed during the weekend will be shipped the next business day. Based on our experience, delivery takes place:

  • Netherlands: next day.
  • Germany and Belgium: 2 days.
  • Rest of EU: 4 days.
  • Canada and USA: 7 to 10 days. Please take into account that international deliveries can take up to 14 days.

  We depend on PostNL for delivery, during busy seasons and holidays delivery periods may vary.

• Where can I check the status of my package?

  Please check the email we have sent you for the shipment confirmation, it will have the Track&Trace code of your order.

• Can I leave special delivery instructions?

  Yes, you can leave a special delivery instruction on the comment of your order. We will write it down on your shipping label so your delivery driver can be aware of it.

  Beware: Special delivery instructions are at your own risk. In case of any problem to your package, you are not liable to refund.

• Why does my barcode not work in Track & Trace?

  If your barcode is not working, it is possible that the shipment you are looking for has not yet been registered or processed in the PostNL system. Please try again later. Unfortunately, it is not possible to track shipments using an order number. Also check that you have entered the correct barcode and that you are not using spaces.

• Do I also pay shipping costs?

  For orders above € 30,- you DON’T pay shipping costs (Worldwide Free Delivery).

• What should I do if I am not at home for the delivery?

  Check your Track&Trace barcode for more information, your order will probably be available for pick up at a nearby service point.

• The Track & Trace says my order was delivered, but it was not.
What should I do?

  In this case, check your delivery address and with your neighbors to confirm it was delivered at the right location. It could also be that your order will be delivered the next day. We unfortunately cannot control the transport of the orders, which is done by PostNL or an affiliated organization, but if a day pass and you still do not have your package, please contact us. We will open an investigation within our organization and PostNL to understand what happened.

Exchange

• How do I exchange?

  If you want to exchange your order, follow these steps:

  1. Fill in the Exchange/Return form that is enclosed with the package and cut out the return label. Don't forget to fill in the order number!
  2. Pack the shoes (in the original packaging) in such a way that damage is avoided. Add the completed exchange form to the shoe box. Don't forget to return any free extras that were sent with it. Indicate which pair of shoes and size you wish to receive.
  3. Tape the return label to the outside of the box, on top of the shipping label. Please cover the old shipping label’s barcode and make sure the address is visible.
  4. Bring your package to a post office of your choice. You will receive a Track&Trace code, please hold on to this code until you are sure the package is back with us.
  5. After receiving your return we will process your request and ship your exchange if the desired shoe is available. The exchange will only be sent if the original shoe is not damaged and/or worn.

  For more information, please check our Exchange & Return page.


  Please note: If the form is not properly filled, we will not know to whom it belongs and your exchange can suffer a delay.v

  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 changed to you.

• I cannot find my Exchange/Return form, what do I do?

  All of our orders come with the invoice and Exchange/Return 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 Exchange/Return form, you can download it below:


  • Dutch Exchange/Return form.
  • German Exchange/Return form.
  • English Exchange/Return form.
  • French Exchange/Return form.
  • Belgian Exchange/Return form.

• Within what period can I exchange my order?

  You can exchange all shoes within 14 days of receipt. For more information, please check our Exchange & Return page.

• I received the wrong item, what now?

  If you have received an item that does not match your order, please inform us as soon as possible through phone or email at info@mag.nl (within 14 days at the latest). We will instruct you on how to proceed.

Return

• How do I return an item?

  If you want to return your order, follow these steps:

  1. Fill in the Exchange/Return form that is enclosed with the package and cut out the return label. Don't forget to fill in the order number!
  2. Pack the shoes (in the original packaging) in such a way that damage is avoided. Add the completed return form to the shoes. Don't forget to return any free extras that were sent with it.
  3. Tape the return label to the outside of the box, on top of the shipping label. Please cover the old shipping label’s barcode and make sure the address is visible.
  4. Bring your package to a post office of your choice. You will receive a Track&Trace code, please hold on to this code until you are sure the package is back with us.
  5. After receiving your return we will process your request and you will receive a confirmation invoice. The credit will only be sent if the original shoe is not damaged and/or worn.

  For more information, please check our Exchange & Return page.


  Please note: If the form is not properly filled, we will not know to whom it belongs and your credit can suffer a delay.

  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 changed to you.

• Are there costs for returning an order from outside the Netherlands?

  The costs of returning have to be paid by yourself. If you ask for an exchange, we will send it to you on our expense.

• When will I get my money back?

  We process your return within 1-2 business days after it’s received back in our warehouse, but the time taken for your money to be returned varies according to the payment method you chose. 

• I cannot find my Exchange/Return form, what do I do?

  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 Exchange/Return form, you can download it below:

  • Dutch Exchange/Return form.
  • German Exchange/Return form.
  • English Exchange/Return form.
  • French Exchange/Return form.
  • Belgian Exchange/Return form.

• Do I have to return the free gift?

  If you bought two or more shoes, but decided to keep only one, you are still entitled to the free gift and can keep it. If you return your whole order, you should return the gift, as it doesn’t follow the requirements to keep the item for free. In case you return the whole order, but not the gift, the price of the item will be discounted from the returned amount.

• Within what period can I return my order?

  You can return all shoes within 14 days of receipt. For more information, please check our Exchange & Return page.

• Full money back after return

  We will reimburse all payments made by you within 14 days of recepeit of your package back with us.


  Please note: you can pay a maximum of €50.00 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.

Warranty

• How does the warranty work?

  MAG shoes come with a 6-month warranty. The condition for the warranty to apply is that there must be normal use and good maintenance. If, despite the care that is given to the quality of our shoes, you still have a complaint, please send an email with the date of purchase and your order number and a brief explanation of the problem to info@mag.nl. It is very helpful if photos are sent along showing the problem or damage. We will then contact you as soon as possible to discuss a suitable solution.

  The above procedure only applies to purchases made via www.mag.nl, www.magcreativefootwear.com and www.magschuhe.de the official websites for the MAG brand. If the shoes were not purchased via our website but via another (internet) store, you should contact the company where you purchased the shoes. It is their responsibility to assess and resolve the complaint, whether or not in consultation with us.

• How does the Fair Price Guarantee work?

  We offer Fair Price Guarantee, this means that if the shoes you bought at full price are sold at a discounted price within 7 days of your purchase and your size is still available, you are entitled to a money return. Learn more about it here.

Sizing

• How do I know my size is right?

  We use Shoefitr.io to bring you a personalized experience when picking the appropriate size for your MAGs. You can use the Shoefitr widget directly on the product page, but if you still have doubts, check our Size chart & footbed page.

• Does MAG have shoes with different fits?

  Yes, that's right. Most shoes are made with a G last. But there are other fits available.
  With the item description, we always try to give a brief explanation of the fit.

  In summary, for the different shoe concepts, it boils down to the following:

  • Megamok, Queensize and Hi*Britt have a normal fit with a little extra room for comfort (lasts G/G+)
  • Sympasneaker has a normal fit (last G)
  • MPS has a little more room (width) at the forefoot and a pinched heel (similar to last H)
  • At Empress (shoes/boots with heel) the fit is slightly narrower and longer than the rest of the collection
  • FEET sandals have no removable footbeds and a normal fit with some extra room (lasts G/G+).

  If you are looking for shoes with a wider (e.g. K-) last or very narrow (E-read), you will probably not find a good fit in the MAG collection.

• I use special footbeds, how do I know if they will fit my MAGs?

  All of MAG shoes (besides the Feet concept) use removable footbeds, so using your special footbeds is possible. Check our Size chart & footbed page to compare the size of your own footbed with our insoles.

• Are you between two sizes?

  We don’t work with in-between sizes (e.g. 36,5 / 37,5 / 38,5 etc), so if that is the case, you can request for a pair of free insoles through the comment section while ordering and they will be included in your package.

Other

• Can I buy MAG at a store?

  MAG shoes only can be purchased through our website, they are not available in physical shops.


  We are located in Roosendaal (Netherlands), with an office and warehouse, where we occasionally receive customers. If you would like to come and see the shoes in person, please make an appointment.

• How do I make an appointment?

  You can visit us at our office to see the shoes in person and, for this, you need an appointment. That can be done through email at info@mag.nl or through a phone call on +31 165 745020. Please let us know before your visit so we can assist you.

• How do I keep my MAGs looking nice for a long time?

  In our Maintenance page you can check for useful tips to maintain your MAG shoes nicely, so they will last for long.

• How can I get discount codes?

  There are many companies that offer fake or non-working discount codes to lure people to their site to collect data. We do not cooperate with these types of companies. We share discount codes on our newsletter, so subscribe to be the first to know of sale periods and exclusive discounts. You can subscribe at our newsletter pop-up or at the bottom of any page on the website.

• How do I use my discount code?

  After you add your favorite shoe to the cart, you can check the shopping cart and the discount code can be inserted through the I have a discount code field, which sits above the Order button.

• I forgot to add my discount code. What do I do?

  If you have a discount code available but forgot to add it to your order, write us an email with the order number and discount code explaining the situation and we will manually process it for you.

• How does the gift card work?

  We work with 30, 50 and 100 euro gift cards, but every amount is possible. When you purchase the card you want, one of our colleagues will contact you to check if you would like only the discount code of the gift card or a physical card that will be sent to the order address. Purchase a gift card here and gift MAG products to someone you love!

• Do you want to replace your laces?

  To request an extra pair of laces and to check the size/color availability, contact us through info@mag.nl.

  Please note: We will charge you with the shipping costs.

• The shoe I want is Out of stock, will there be another shipment?

  In case you can see an envelope icon above the desired size, it’s possible that the size will be back in stock. By clicking on the envelope you subscribe to the Back in Stock newsletter, it will notify you when the size you want is available again. Incase it will not be able to fulfill your request, we will also notify you by email.

  If all the sizes from a model are unavailable, unfortunately we won't be getting new stock of this either. We do this to keep our collection exclusive and make room for new models and colors.