- Place the items that you want to return in the original package
- Send an email to email@example.com with your order details and reason of return
- Make sure that the package is well covered and packed
- Schedule a pick-up through your preffered courier or leave the parcel at your closest access point
- When filling the export forms we suggest describing the items as "Shoes -Return" for personal use, and never declaring a value higher than 50 Euro or Dollars. All import taxes that will have to be paid to receive the package, will be deducted from the amount of the eventual return.
- All packages have to be sent back to our warehouse, at the following address:
Desire De Bodtkaai 27
Phone: +32 486 21 24 26
- You will be responsible for paying for your own shipping costs for returning your item, unless the pair is faulty or has production issues.
If any of this is unclear or if any information is needed, please contact us at firstname.lastname@example.org before shipping the package.
Please retain a copy of your return receipt from your courier in case anything should happen during the return process.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- gift cards
- pre-order collections
- limited edition collections
- discounted products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
- Any items that are being returned after delivery refusal by customer
Please be aware that socks, shirts and slippers are not returnable items, if you have sizing questions please contact us in advance at email@example.com
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 15-30 days.
Please be aware that socks, shirts and slippers are not refundable items, if you have sizing questions please contact us in advance
Items that are not accepted by customers upon delivery due to tax charges will not be refunded
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. Refunds may take up to 15 labor days.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, sale items will not be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and we will provide you with further details.
Please be aware that socks, shirts and slippers are not exchangeable items, if you have sizing questions please contact us in advance.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over 50 Euros, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
When will I receive my order?
Your order will be shipped within 3 to 5 business days after having received your order confirmation email. Please note that shipping times may be longer during peak periods (i.e. sales, holidays, and new releases).
If you bought the shoes as a preorder, please consult the specific product page, where we will indicate estimated shipping date. Once your order has been processed, you will receive an email containing a tracking number.
Can I change/cancel my order?
For urgent requests regarding your order, please contact our customer support team via firstname.lastname@example.org
Please note that we start working on your order as soon as it is placed, to have it delivered to you as soon as possible, so there is a limited timeframe in which we can amend or cancel it.
If your order hasn’t been shipped already, we can modify size (if available in stock), if it’s been already shipped, please return it to us following our return guide, and we will then have the correct one shipped out on client's expense.
If you wish to cancel your order, kindly let us know via the email mentioned above. Once we will receive the shoes, we will proceed with the refund.
Please note that only the actual item cost is refunded, we do not refund shipping costs.
Can I provide my delivery address in a language different than English?
For shipment outside of Europe, we highly recommend you to write your address in English to prevent delivery issues.
Can I change my address/contact information?
If your order hasn’t been shipped, please contact our customer support service as soon as possible via email@example.com to modify any delivery and/or contact information.
If you would like to change your address/contact information once you have received your shipping confirmation, please contact the delivery company’s local customer service with a confirmed tracking number, and they will be able to give you assistance.
Do I need to pay import taxes and duties? How much will I be charged?
Import taxes and duties may be charged to the customers, and have to be paid before receiving the item, or upon delivery. This applies to all shipments outside of the EU (i.e. USA, China, Japan, UK, Switzerland…).
The amount charged could consist of a percentage up to 23% of the product’s price, depending on the country.
Please note that due to Brexit, the UK is considered an Extra EU Country as well, and import taxes will be applied as mentioned above.