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Frequently asked questions


Sizing varies between shoemakers, and finding the perfect fit is about more than just conversion metrics—it’s about how you like to wear your shoes.

For a first overview, consult our Size Guide to see how UK, EU, and US sizes compare.

For expert guidance on fit and sizing, we recommend speaking with our team. Contact us at hello@meetthehand.com or call +31 6 4696 3386. We’re happy to assist you in selecting the ideal size for your style and comfort.

The sizing system we use depends on the shoemaker. British shoemakers, such as Edward Green, follow the UK sizing system, while American brands like Alden use US sizes. European shoemakers, including Baudoin & Lange, follow EU sizing conventions.

To ensure clarity, the correct sizing system for each pair is always indicated in the size selector section on every product page. 

For guidance, consult our  Size Guide or UK, EU, and US conversions. If you need personalized sizing advice, contact us at hello@meetthehand.com or call +31 6 4696 3386 — we're happy to assist.

If your size is unavailable, please Contact Us and we will be happy to assist. We can let you know whether we plan to restock the size, provide an estimated arrival date for new stock, or explore the possibility of ordering the style as a single-pair made-to-order option. Whatever the case, we are here to help you secure the perfect pair.

Absolutely. In fact, made-to-order shoes—designed specifically for you—are at the heart of what we do at The Hand.

For inspiration, explore our Made-to-Order Page, or contact us to discuss the available options.

Already have a vision in mind? Send us your desired specifications, and we will guide you through the process and provide a price indication.

📧 Email: hello@meetthehand.com
📞 Phone / WhatsApp / Message: +31 6 4696 3386 
💬 Or reach out via our Contact Page.

Every pair is an expression of your personal style—let us help you create yours.

Absolutely. Finding the perfect pair depends on your occasion, style, and preferences. Whether you need formal evening shoes, elegant summer loafers, or all-season classics, we’re here to guide you.

Book a consultation with our experts—virtually or in-store—through our Contact Us page.

We want you to be completely satisfied with your purchase. Try your shoes on in the comfort of your home, and if they’re not the perfect fit, we’re here to help.

For a detailed overview, read our full Return & Exchange Policy. Below are the key details:

Returns

* We offer a 30-day return policy from the date of receipt.

* Returns are free of charge for standard purchases—we cover the shipping costs.

* Sale items can be returned, but return shipping costs apply (see below).

* Shoes must be unworn and in original condition with all packaging, including the dust bag and box.

* When trying on shoes, please stand on a carpeted surface to protect the soles.

📩 To initiate a return, contact us at hello@meetthehand.com

For returns from outside the EU, please mark the parcel as "RETURNED GOODS" to avoid unnecessary customs charges.

Exchanges

* The fastest way to get the correct size or style is to place a new order and return the original item.

* Alternatively, you can request an exchange, and we will ship the new item upon receiving your return (subject to availability).

Refunds

* Once we receive and inspect your return, we will notify you of approval.

* Approved refunds will be processed via your original payment method.

* Refund processing times depend on your bank or credit card provider.

Sale Items

* Sale items can be returned or exchanged, but return shipping costs are at your expense.

* The shipping charge for returns matches the fixed rate paid at checkout.

Non-returnable Items

* Made-to-order shoes and custom products (special orders, personalized items) cannot be returned. If you have any concerns, contact us—we’re happy to assist.

Damaged or Incorrect Items

* If your order arrives damaged, defective, or incorrect, please notify us immediately so we can make it right.

For any further questions about returns, exchanges, or sizing advice, we’re always available:

📧 Email: dennis@meetthehand.com
📞 Phone / WhatsApp: +31 6 4696 3386 

 

Standard Returns: Returns are free of charge for regular purchases—we cover the return shipping costs.

Sale Items: For sale items, return shipping costs match the amount you paid for shipping at checkout.

For any further questions regarding returns, exchanges, or shipping, we’re happy to assist:

📧 Email: hello@meetthehand.com
📞 Phone / WhatsApp: +31 6 4696 3386 

 

We aim to make shipping as fair and straightforward as possible. Below you will find detailed information on our shipping policies based on your location and preferred shipping method.

Shipping Within The Netherlands

Our standard carrier for shipments within the Netherlands is PostNL.

We charge a flat contribution of €10 to cover part of the shipping costs. We pay the rest.

Shipping Within Europe

For shipments within Europe, we use DHL Economy Select as our standard shipping option.

We split the shipping costs with you: you pay €20 per shipment, and we cover the rest.

Express Shipping: If you prefer faster delivery, you can opt for DHL Express. In this case, the surcharge imposed by DHL will be added to your shipping cost based on your delivery location.

Shipping Outside Europe

For shipments outside Europe, we also use DHL Economy Select as our standard shipping option.

We share the cost of shipping: you pay €30 per shipment, and we cover the rest.

Express Shipping: Should you require expedited delivery, you can select DHL Express. The express surcharge set by DHL will be added based on the destination country.

If you are based in the European Union (EU), the price listed includes VAT.

If you are ordering from outside the EU, the price listed excludes VAT. At checkout, local taxes and duties for your country will be calculated and added. This ensures complete transparency, so you know exactly what to expect before completing your purchase.

For any questions regarding VAT, duties, or international shipping, feel free to contact us:

📧 Email: hello@meetthehand.com
📞 Phone / WhatsApp: +31 6 4696 3386 

 

If you are ordering from outside the EU, your order may be subject to import duties and taxes.

These charges are calculated and displayed at checkout, so you know exactly what to expect—no surprises upon delivery.

For any questions regarding duties, taxes, or international shipping, feel free to contact us:

📧 Email: hello@meetthehand.com
📞 Phone / WhatsApp: +31 6 4696 3386 

No, we cannot declare a lower value on your purchase. This practice is illegal and not accepted by Dutch authorities. We strictly comply with all customs regulations and declare the full and accurate value of the items.

Yes. Take care of your shoes, and they will last a lifetime. At The Hand, we believe in preserving fine craftsmanship, which is why we work with trusted artisans to ensure your shoes receive the highest level of care.

Depending on the repair needed and your preferences, we will determine the best course of action. Some repairs are best handled by the original shoemaker, and we can facilitate sending your shoes back to the atelier for expert restoration. For other services, we collaborate with a master cobbler who specializes in fine footwear, ensuring your shoes are restored to perfection.

For guidance on repairs and maintenance, contact us and we’ll assist you in preserving your shoes for years to come.

Proper care ensures your shoes age beautifully and last a lifetime. Here’s how to maintain them:

Leather Shoes

Shoe Trees: Insert well-fitting shoe trees to maintain shape and prevent creasing, especially after wear.

Maintenance Cream & Shoe Polish: Use maintenance cream for regular care and hydration. Apply polish for a high-shine finish or to enhance color. Find a suitable color here or use natural cream.

Brushes: Use a welt brush to clean dirt between the welt and upper, and a horsehair brush to shine your shoes

Suede Shoes

Use Shoe Trees: Insert well-fitting shoe trees to maintain shape and extend lifespan, especially if shoes get wet. Premium suede can handle rain.

Brush Regularly: Use a high-quality suede brush (preferably natural rubber, like Turms) to remove dirt. Use a welt brush to remove dust and dirt trapped in the crevices.

Handle Stains Professionally: For stubborn stains (e.g., oil), consult a cobbler to treat with suede shampoo.

Avoid Overusing Protective Sprays: Choose a natural protector; limit silicone sprays as they block leather pores and reduce breathability.

🛠️ Explore Our Full Shoe Care Collection Here

For further care advice, feel free to contact us.

Of course. Whether your shoes were purchased from The Hand or elsewhere, we’re happy to assist with fit concerns, care recommendations, and expert advice.

Reach out via our Contact Us Page, and we’ll help you keep your shoes in perfect condition.

Our shoes offer exceptional value and are designed to be timeless investments, which is why we rarely discount them.

If we decide to discontinue a product line, you will find it in our End-of-Line Section at an adjusted price.

To be the first to know about exclusive promotions, subscribe to our newsletter at the bottom of this page.

We offer a price adjustment on items purchased up to 7 days prior to the commencement date of a seasonal sale. Please be aware that the exact style and size must be available for purchase at the time of your request. Contact us to discuss your request.

Thank you—we truly appreciate it!

Beyond purchasing our shoes, you can support The Hand by sharing your experience:

Leave a Google Review – Your feedback helps us grow.

Tag us on Instagram – Show us how you wear your shoes!

Your recommendations mean the world to us, and word-of-mouth remains our most valued endorsement.