SHIPPING & RETURNS
Import duties and taxes may apply upon receipt of international orders. However, our guaranteed landed cost shipping service allows you to prepay all taxes and there will be no additional charges when you receive your package. For more information, click here.
You will receive your purchase in 2-4 working days after your order has been placed.
If your purchase is not exactly what you are looking for, you have 14 days from receiving your order to arrange your return. Our return process is simple and fuss-free, all you have to do is follow the steps:
- Head to our Returns Portal.
- Enter your order number ( starting with GE and followed by seven digits number e.g. GE1234567NL) and email address, exactly as it appears on your order confirmation email/invoice.
- Choose which items you’d like to return and let us know why.
- Confirm your original delivery information (amend if needed).
- Select the shipping method you’ll be returning your order by:
IMPORTANT! Currently, we only accept returns made by DHL EXPRESS delivery - Select this option to create a Return Label and send back the returned goods with DHL using our negotiated discounted rates €25.00.
Please note: You don't pay the prepaid return post separately, it is deducted from your refund. By using this returns waybill you consent to the deduction of the return post cost from your refund.
- If you're asked to download a returns label, simply attach to your parcel and please call your local DHL office to arrange collection of your parcel on a date and time convenient to you or drop off at your local DHL DROP OFF point.
- Returns made with an alternative provider will be returned to the sender!
When returning items to us, please ensure they are in "as new" condition, well packaged in their original packaging (carton box, shoe box, dust bags etc.) and protected. We cannot guarantee full refund in case of damaged returns.
Currently, we are unable to offer exchanges on our products. You can simply create a new order for the style you wish to have instead and create your return in the meantime - you will be refunded for the unwanted item as soon as possible. If you have any questions, please contact our customer care help desk
Shipping for returns will be charged, DHL shipping fee is about €25.00 but it may vary depending on the shipping country.
CANCELLATIONS AND REFUNDS
If you would like to cancel your order, you must notify Customer Care within 12 hours of placing the order. Simply contact our customer care help desk. If there are more than 2 issues outstanding, the remaining balance will be refunded to you via the original payment method. Please note, it can take up to 10 working days for refunds to appear in your bank account. Refunds for gift subscribers will be issued to the purchaser.
Please make sure your items are returned new and unused. When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Please try on your shoes on a carpet or similar platform, as our soles are very delicate and can be scratched easily. Returns must also include the dust bag and box, as these are considered part of the product. Please place the shoe box inside another box in order to prevent damage during shipping. Items that do not meet our policy will not be accepted and will be sent back to you.
Please follow the steps as explained here.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. The cost of return will be deducted from your refund. Please note that it might take up to 10 working days for the funds to be received back into your account.
ITEMS ON SALE
At this moment items on SALE cannot be purchased with any additional discount. Please bear in mind, delivery will be delayed during SALE period.
Original shipping costs are non-refundable. Duties and taxes are non-refundable.
NEWS AND SUBSCRIPTIONS
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