Returns & exchanges
Not completely happy with your order? You can return or exchange it within 14 days. Start your return in our return portal.
How to return in 3 steps
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Register your return Go to our return portal and choose whether you want a refund or an exchange. For many countries, you can buy a return label in the portal right away. |
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Pack your shoes Put the shoes back in the original shoebox, with all labels and stickers still attached. Then place the shoebox in the cardboard shipping box you received it in. |
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Drop off your package Stick the return label on the shipping box and drop it off at your nearest parcel shop. Once we have received and checked your return, we will process your refund or exchange. |
Return period
You have the right to cancel your order within 14 days after receiving it, without giving a reason. After registering your return, you have another 14 days to send the shoes back to us.
Refund
For customers within the EU, we refund the price you paid per product, including the original shipping costs. We refund via the payment method you used. We usually process returns within 7 business days, and you will always receive your refund within 14 days after we have received your return.
Exchange
Would you like a different size or model? Choose "exchange" in the return portal. For customers within the EU, one exchange is free.
Return costs
The return shipping costs are the customer's responsibility. For many countries, we offer a paid return label in the return portal, which is often cheaper than arranging a shipment yourself. The portal shows you the exact price for your country.
Requirements for your return
- The shoes must be unworn and unused, in their original condition.
- All original labels, stickers and packaging must be included. Our products have several labels for checking. If you remove them, the product counts as used and your right to return expires.
- Return the shoebox inside a shipping box: the one you received, or another box if it is damaged. Shoeboxes returned without protection will be refused.
- Please handle the shoes with care. For returns that are late, damaged or worn, we may deduct an amount for the loss in value.
- Are the shoes returned dirty, for example with stains or dirt on the soles? Then we may charge a cleaning fee, which will be deducted from your refund.
Frequently asked questions
We usually process returns within 7 business days after receiving them, and always within 14 days. We refund via your original payment method. Please allow some extra time for your bank to process the refund. Please note that extra costs for payment methods such as PayPal and Klarna are not refunded.
For some countries and remote regions, such as islands, we cannot offer a return label. In that case, please register your return in the portal first, and then arrange a shipment with tracking yourself. The return label is only available within the 14-day return period.
We are sorry to hear that. Please send us an email at [email protected] with your order number and a few photos, and we will help you as soon as possible.
No. Products that are made to measure or made to order according to your own specifications cannot be returned. The sale is final after successful payment. We always state clearly on the product page when a product is a custom product.
Yes. Please note that for returns of 5 or more pairs, we may charge a restocking fee of 5%. Please contact us first if you plan to return a large order.
Returns from outside the EU
The return portal does not offer labels for countries outside the EU. Please send us an email before you return your order, and we will help you. Please note:
- Always declare your package as "RETURNED GOODS" on the customs form. If you don't, we have to pay import duties and VAT again, and these costs will be deducted from your refund. Not sure how to do this? Please email us first.
- Arrange the shipment to our warehouse in the Netherlands yourself, with tracking. The shipping costs are at your own expense.
- We refund the product price you paid. The original shipping costs are not refunded.
- We do not refund customs fees or VAT that you paid to your local customs office. Please contact your customs office to request a refund.
Questions?
You can contact our customer service by email at [email protected], by phone or WhatsApp at +31 6 53616456, or via our contact form. Our customer service hours are from 10 AM to 4 PM (CET).