Complaints and goods return

HOW TO PROCEED WITH GOODS REPLACEMENT OR RETURN IN 30 DAYS?

1. Submit your return request online: log in to your account in our e-shop, find the order from which you wish to return goods, fill out the return form and submit it. After you submit the form, we will inform you by e-mail about the next steps and how to return the goods.

2. Place the unused items you wish to return in their original packaging. Remove all shipping labels from the original box.

3. If you no longer have the original box, you can use other packaging. Pack the box so that it and its contents will not be damaged during transport. Most importantly, do not tape over the original shoe box, as this will damage it!

4. Fill out the form at this link with your personal details in order to generate a shipping label or code. Enter your order number in the “Reference number” field. You will use this label or code to send the shipment back.

5. Together with the shipping label, you will receive detailed instructions on how to send the shipment at your e-mail address.

6. We recommend keeping the e-mail with the shipment number in case you need to file a complaint regarding the delivery.

7. The fee for this service is €5, which will be deducted from the total amount for the returned goods.

RIGHT OF RETURN, EXCHANGE

The customer can return or exchange the goods within 30 days of receipt (the period starts on the day after the goods are received).

1. The goods you wish to return must be placed unused in the original packaging.

2. Try to pack the box in such a way that no damage to the packaging or the contents can occur during transport. Bubble wrap, packing paper or a larger cardboard box are best, but a stronger plastic bag can also serve its purpose. Under no circumstances tape over the original shoe box, as this would devalue it!

3. The following conditions must be observed:

3.1 The goods must be unworn and suitable for resale.

3.2 The goods must be packed in the original packaging, which must not be devalued. Any use of adhesive tape, inscriptions, stickers, openings, as well as dirt, grease residues, moisture, etc. is objectionable.

3.3 Try on the goods only in a clean and dry room, because your complaint or goods return request can only be processed favourably if the goods you send are clean, undamaged, unwashed, dry and fitted with the original labels.

3.4 Purchased shoes are to be tried on only on a clean and dry surface, e.g. at home on a carpet, on room flooring, etc. If you decide to return the shoes or to file a complaint about them and the soles show signs of wear (even if only slight), your request cannot be accepted. The shoe box is part of the product and, when returning or exchanging the goods, must be sent together with the shoes inside it and in perfect condition.

HOW TO PROCEED IN THE EVENT OF A COMPLAINT ABOUT GOODS?

If the goods are defective, you are entitled to the statutory warranty rights.

We ask you to provide us with the following information:

- Order number

- A brief description of the defect

- The claim form can be downloaded HERE

You are entitled to the warranty rights independently of the following request:

If the goods are damaged or have other defects, we ask you to contact us before you send the goods back to us.

This enables us to process the complaint more easily and quickly.