Shipping Policy

Last updated: 24 September 2026  ·  Version 2.0

This Shipping Policy explains where we deliver, how long delivery takes, what it costs, how parcels are packed and tracked, and what to do if something goes wrong with a delivery. It forms part of our Terms & Conditions.

1. Where we deliver

We currently deliver to customers across all European countries. This includes the member states of the European Union as well as the United Kingdom, Switzerland, Norway, Iceland and Liechtenstein.

If you are unsure whether we deliver to your country, please check the country selector at checkout or contact us before ordering. We reserve the right to add or remove delivery destinations at any time; any change will not affect orders we have already confirmed.

2. Delivery cost

Because delivery is free for all orders, we do not currently offer express shipping as a paid upgrade. If we introduce additional delivery options in future, the cost will be shown clearly at checkout before you confirm your order.

3. Order processing time

Orders are prepared and dispatched from our warehouse within 1–2 business days of being placed, provided that:

• your payment has been successfully authorised;
• all items in your order are in stock; and
• any required verification (for example, address verification for fraud screening) has been completed.

Orders placed on weekends or public holidays are processed on the next business day. If an item in your order is out of stock, we will contact you to agree whether you would prefer to wait, accept a substitute, or receive a full refund for that item.

Once your parcel has been handed to the carrier, we will send you a dispatch confirmation email containing your tracking details.

4. Estimated delivery times

The table below shows our usual delivery times after dispatch. These are estimates, not guarantees, and they run from the moment your parcel leaves our warehouse — not from the moment you place the order.

Destination	Estimated delivery after dispatch
EU member states	3–5 business days
United Kingdom, Switzerland, Norway, Iceland, Liechtenstein	4–7 business days
Remote areas, islands and less frequently served postal codes	5–10 business days

Total estimated time from order to delivery is therefore typically 4–7 business days for most European destinations, and up to two weeks for remote or island locations.

Delivery times may be longer during peak periods such as Black Friday, the winter holiday season, or during public holidays, adverse weather, customs processing delays or other circumstances beyond our control. Any delivery date we provide is an estimate only and is not a guaranteed delivery date.

5. Carriers and delivery partners

We use carefully selected third-party carriers to deliver your order. The carrier used depends on your delivery destination, the size and weight of your parcel, and current service availability. We choose the most suitable carrier for each shipment and do not guarantee that a specific carrier will be used for any particular order.

Where national postal services or local delivery partners handle the final leg of the journey, your tracking link will show the handover so that you can follow the parcel to your door.

All deliveries are subject to the terms and conditions of the carrier providing the service. Our carriers will generally attempt delivery to the address you provide during normal working hours.

6. Tracking your parcel

Every order is shipped with tracking. When your parcel is dispatched you will receive a dispatch confirmation email containing a tracking number and a link that lets you follow your parcel from our warehouse to your address. Depending on the carrier, you may also receive direct notifications by email or SMS.

You can also view the current status of any order at any time by:

1. logging into your account and opening Orders; or
2. using our Track Your Order page, where you can enter your order number and email address.

Tracking information can take up to 24 hours after dispatch to become visible in the carrier’s system. If your tracking has not updated for several days, please contact us and we will investigate with the carrier.

7. Delivery address and address changes

Please check your delivery address carefully before submitting your order. We are not able to redirect a parcel once it has been dispatched, and we cannot be responsible for parcels delivered to an address that was entered incorrectly if the error was not identified before dispatch.

If you notice a mistake in your delivery address, contact us immediately at [email protected] with your order number. We will do our best to correct the address before dispatch, but we cannot guarantee that changes can be made, particularly if your parcel has already been collected by the carrier.

We can only deliver to a fixed postal address. We cannot deliver to a PO box in every country, and we do not offer delivery to a carrier’s own address without prior agreement. If you need delivery to a business address or a locker, please provide the full details at checkout.

8. Missed deliveries and collection points

If nobody is available to receive the parcel, the carrier will normally leave a notification card and attempt delivery again, or leave the parcel at a nearby collection point or parcel shop. In most cases you have a limited number of days — typically 7 to 14 days depending on the carrier — to collect the parcel before it is returned to us.

Please keep an eye on your tracking link and on any notification the carrier leaves, and collect your parcel within the stated deadline. Parcels that are returned to us because they were not collected will be refunded in accordance with our Refund Policy.

9. Duties, taxes and customs

For deliveries to countries within the European Union customs area, VAT is included in the price you pay and no additional customs charges should apply.

For deliveries to countries outside the European Union customs area — for example Switzerland, Norway or the United Kingdom — your parcel may be subject to import duties, VAT, or customs handling fees charged by your local customs authority or by the carrier acting on its behalf. These charges are set by your local authority, are outside our control, and are payable by you as the recipient. We cannot predict their amount and cannot reimburse them.

Customs authorities may also require additional documentation before releasing your parcel, which can extend delivery times. If you refuse to pay applicable customs charges and the parcel is returned to us, we will refund the order in accordance with our Refund Policy.

10. Packaging and the environment

We pack every order with care so that your footwear arrives in perfect condition. Our packaging is designed to protect the product during transit and to be as light and recyclable as possible. We use cardboard boxes and paper-based protective materials, and we avoid unnecessary plastic wherever we can.

Where possible we combine multiple items into a single parcel. If your order includes a gift box, it is packed so that the outer carton protects the gift wrapping inside. Please reuse or recycle the packaging where your local recycling facilities allow.

11. Split shipments

If your order contains multiple items and one of them is temporarily out of stock, we may decide to ship the available items straight away and send the remaining items separately once they arrive from our supplier. Where this happens:

• you will be notified of the split shipment by email;
• each parcel is tracked separately; and
• you will not pay any additional delivery charge as a result of the split.

If you would prefer to wait for a single delivery, please let us know and we will hold the order until everything is available.

12. Risk and ownership

Risk in the goods passes to you when you, or a person nominated by you, take physical possession of the parcel. Where we arrange the delivery, ownership of the goods also passes to you on delivery. If you choose to arrange your own carrier, risk passes to you when the goods are handed to that carrier.

13. Lost, delayed or damaged parcels

If your parcel has not arrived within the estimated delivery time, or if the tracking information has not updated for several days:

1. check the tracking link in your dispatch email for any delivery attempt or collection point information;
2. contact the carrier using the details in the tracking portal; and
3. if the matter is not resolved, contact us at [email protected] with your order number.

Where a parcel is confirmed lost in transit, we will send you a replacement or issue a full refund, at your choice. Where a parcel arrives damaged, please:

• photograph the outer packaging and the damaged item before unpacking further where possible;
• keep all packaging materials until the matter is resolved; and
• contact us within 30 days of receipt with your order number and two to three clear photographs.

Please note that we may need to open a claim with the carrier, and the carrier may need to inspect the packaging. We will keep you informed throughout the process.

14. Refused or uncollected parcels

If you refuse delivery of a parcel without a valid reason, or fail to collect it from the carrier within the collection period, the parcel will be returned to us. In that case:

• we will refund the value of the goods once the parcel is received back and inspected;
• we may deduct any return shipping cost charged to us by the carrier; and
• we may decline further orders from the same customer where this happens repeatedly.

This does not affect your statutory right of withdrawal or your right to refuse a parcel because it arrived damaged or is not what you ordered — in those cases, please refer to our Return Policy.

15. Questions about delivery

If you have any question about your delivery, please contact us with your order number so that we can help you quickly.

Email	[email protected]
Telephone	+86 185 8889 7001 (Monday to Friday, 09:00–17:00 CET)
Track an order	Track Your Order