Complaints and goods return

HOW TO PROCEED WITH GOODS REPLACEMENT OR RETURN?

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. You will receive detailed instructions on how to send the shipment, together with the shipping label, to 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.

UNDER WHAT CONDITIONS CAN THE GOODS BE REPLACED OR RETURNED?

1. The goods must be returned within 30 days from their receipt.

2. The goods must be unworn and fit for further sale.

3. The goods must be wrapped in the original packaging, which must not be damaged. Any use of sealing tape, inscriptions, stickers, dirt, grease, moisture, etc. is considered damage to the packaging material.

4. Try on the goods in a clean and dry indoor environment, as your complaint or request for goods replacement can only be settled if the goods are clean, undamaged, unwashed, dry and with their original labels.

5. Try on purchased shoes on a clean and dry surface, for example at home on a carpet, floor tiles, etc. If you decide to return the goods or file a complaint and the soles show signs of walking on them or (albeit slight) wear and tear, your complaint cannot be accepted. The box is part of the product, and in the case of goods return or replacement even the box must be clean and in good condition, like the shoes inside it.

6. If the returned goods are found to be damaged in a way that could not be caused by their manufacture (scratches, stains, torn fastening elements, etc.), the goods will be returned to you at your cost.

COMPLAINT PROCEDURE:

Before you decide to file a complaint, please carefully read the Rules of Complaints, where you will find all of the information necessary for filing a complaint, as well as the wording of all rights and obligations of the seller and the buyer. The claim form can be downloaded HERE.