Return Policy

Last updated: 24 September 2026  ·  Version 2.0

This Return Policy explains how to send an item back, what we accept, how long you have, who pays for return shipping, and what happens at each step. It works together with our Refund Policy and forms part of our Terms & Conditions.

1. Our return promise at a glance

Return window	30 days from the day you receive your order
Home trial	30 days to try your shoes indoors and decide
Return shipping	Paid by us for standard returns
Refund time	Within 14 days of us receiving the goods back
Condition	Unworn outdoors, with original box and accessories
Statutory right	14-day legal right of withdrawal for EU/EEA, UK and Swiss consumers — our 30 days is more generous

2. 30-day return window

You may return your purchase within 30 calendar days of the date you receive it. The 30 days run from the day the parcel is delivered to you or to a person nominated by you.

To meet the deadline, you only need to start the return and send the parcel back within the 30-day period. We recommend:

• submitting your return request as early as possible, so that there is time to resolve any question about your request; and
• keeping the proof of dispatch (carrier receipt or drop-off confirmation) until your refund has been completed.

If the last day of the return period falls on a weekend or public holiday, you may send the parcel back on the next business day.

3. 30-day home trial

Comfort cannot be judged from a photograph, so we give you 30 days to try your shoes at home.

During the home trial you may, indoors:

• put the shoes on and walk around on a clean, soft surface;
• check the fit, the width, the arch support and the toe room;
• try them with your own insoles or orthotics, where relevant; and
• try them with different socks and outfits.

The home trial is designed so that you can genuinely test the comfort. Trying shoes on indoors for fit is normal examination under European consumer law and does not reduce your refund.

4. Conditions for accepting a return

To accept a return, we ask that the item:

1. is returned within 30 days of receipt;
2. is in a resaleable condition — not worn outdoors, not damaged by misuse, not cleaned with chemicals, and not altered in any way;
3. is returned with its original shoebox and packaging, and with any accessories, spare laces, insoles, tags and documentation that came with it;
4. is packed securely so that it is protected in transit, and so that the shoebox itself is not used as the outer shipping carton; and
5. is accompanied by your order number or the return reference we issue to you.

Please do not stick labels or tape directly onto the shoebox, and do not write on it. The shoebox forms part of the product, and a damaged box may reduce the value of the return.

5. What we cannot accept

For clarity and fairness, we cannot accept returns for:

• items returned more than 30 days after receipt;
• items that have been worn outdoors or used extensively, so that they can no longer be resold;
• items returned without their original box, accessories or documentation;
• items that have been damaged by misuse, accident, improper cleaning or alteration;
• goods that cannot be returned for hygiene reasons once they have been used and where there is no fault — for example insoles or socks that have been worn against the skin;
• gift cards and vouchers;
• items marked as final sale or clearance, where stated on the product page at the time of purchase — unless they are faulty or not as described; and
• items purchased from a third-party retailer, marketplace or boutique rather than directly from us.

None of the above affects your rights where an item is faulty, damaged, or not as described. In those cases, please see section 11.

6. How to start a return

1. Submit a return request. Contact us at [email protected] with your order number, the item or items you wish to return, and the reason. You can also start the process from your account under Orders.
2. Receive your return instructions. We will reply with a return reference and either a prepaid return label or clear instructions for the return, together with the return address.
3. Pack your item. Put the product back in its original box, then place that box inside a sturdy outer carton or mailer. See section 8 for packing guidance.
4. Send the parcel. Use the prepaid label or the shipping method we have indicated, and keep the proof of dispatch.
5. We inspect and refund. Once the parcel arrives, we inspect it and process your refund. See section 10 for what to expect.

Please do not send an item back before you have submitted a return request and received a return reference. Parcels that arrive without a reference are much harder to match to an order, and this can delay your refund considerably.

7. Return shipping costs

What this means in practice:

• where we offer a prepaid label, there is nothing for you to pay — simply attach the label and hand the parcel to the carrier;
• where we ask you to arrange and pay for the return yourself, we will refund the documented cost of a standard tracked service once we have processed the return;
• where you choose an express, premium or courier service of your own accord, we reimburse only the equivalent cost of a standard tracked service, and the difference is not refundable;
• where you return a parcel without requesting a return reference, or use an untracked service, we may not be able to refund the shipping cost, as we cannot verify it.

For faulty, damaged or incorrectly supplied items, we always cover the full cost of return, arrange collection where possible, and never ask you to pay for the return. See section 11.

8. How to pack your return

Packing your return properly protects your refund and helps the parcel arrive safely:

• place the product in its original shoebox, with the tissue paper, inserts and any accessories;
• place the shoebox inside a sturdy outer carton or mailer so that the box is not damaged in transit;
• do not attach the return label directly to the shoebox, and do not write on the shoebox;
• include your return reference, or write your order number clearly on a note inside the parcel;
• seal the parcel securely with strong tape; and
• where possible, reuse the outer packaging your order arrived in.

We strongly recommend using a tracked shipping service and keeping your proof of dispatch until the refund is complete. If a parcel goes missing on the way back to us, tracking is the evidence that lets us and the carrier resolve the matter.

9. VAT and customs documents for returns

If you are returning goods from a country outside the European Union customs area, the parcel needs to be clearly marked as returned goods so that import charges are not raised on re-entry. Please:

• attach the required customs declaration to the outside of the parcel, marked clearly as “Returned goods — no commercial value”;
• state the value as the original purchase amount only where strictly required, and always mark the shipment as a return;
• include the return reference inside the parcel; and
• keep a copy of the paperwork and the tracking number.

Where we receive a returned parcel on which customs duties, taxes or handling fees have been charged because the parcel was not correctly marked as a return, we may need to deduct those charges from the refund. We will always explain the deduction and provide the supporting documentation.

10. What happens when we receive your return

1. Receipt. When your parcel arrives at our warehouse we log it against your return reference and confirm receipt by email.
2. Inspection. We inspect the item against the conditions in this policy — condition, completeness, original packaging, and the reason given for the return.
3. Decision. We approve the return, or contact you to explain any issue and to discuss a solution.
4. Refund. Once approved, we issue the refund to the original payment method within 14 days, and send you a confirmation with the amount and a transaction reference.

Inspection is normally completed within 2–3 business days of the parcel arriving. If we need longer — for example where a technical assessment of a fault is required — we will keep you informed.

11. Faulty, defective or wrong items

If you receive an item that is faulty, damaged in transit, or not the item you ordered, please contact us as soon as possible and in any event within 30 days of receipt at [email protected], including:

• your order number;
• two to three clear photographs showing the fault, the damage, or the difference between the item received and the item ordered; and
• a short description of the problem.

For faulty, damaged or incorrectly supplied goods:

• we will cover the full cost of the return, and arrange collection where possible;
• we will offer you a replacement, a repair, a price reduction, or a full refund, in line with your rights and your preference;
• we will not make any deduction for diminished value; and
• we may need to inspect the goods or ask you to return them so that we can investigate and prevent recurrence.

Under European consumer law, goods must conform with the contract, and in most EU member states the legal guarantee of conformity applies for at least two years from delivery. Our returns process does not replace or shorten that guarantee.

12. Exchanges

If you would like a different size, colour or model, the fastest way to get it is usually a return plus a new order:

1. return the original item in line with this policy; and
2. place a new order for the item you would like.

This approach means your new item is reserved immediately and is dispatched without waiting for the return to reach us and be inspected. Because we offer free standard shipping on all orders, there is no additional delivery cost in doing so.

If you would prefer a direct exchange and the item you want is in stock, please tell us when you submit your return request and we will do our best to arrange it. Direct exchanges are subject to availability and to the item being returned in a resaleable condition; where the price differs, we will explain any difference before proceeding.

If you are exchanging because the original item was faulty or incorrectly supplied, we cover all return shipping costs and there is no additional charge to you.

13. Warranty claims

In addition to your legal guarantee of conformity, we offer a commercial warranty on our footwear covering manufacturing defects.

13.1 What the warranty covers

The warranty covers defects arising from the manufacturing process under normal use — for example:

• failure of stitching, seams or bonded components that is not caused by damage;
• defects in the sole or midsole material that are not caused by wear;
• failure of a buckle, zip, strap or fastener that is not caused by misuse; and
• premature separation of upper from sole under normal wear.

13.2 What the warranty does not cover

The warranty does not cover normal wear and tear, damage caused by accident or misuse, damage caused by improper cleaning or storage, changes in the appearance of materials from normal use, fit preferences, or items purchased from third-party retailers.

13.3 How to make a claim

1. Contact us at [email protected] with your order number.
2. Select the item you are claiming for.
3. Choose “Item is defective (warranty claim)” as the reason, upload up to four photographs of the defect, and describe the issue in detail.
4. Confirm that you have read this Return Policy.
5. Your request will be logged as pending. We will contact you within 1–2 business days with the next steps. If you do not hear from us within that time, please check your spam or junk folder.

Where a warranty claim is accepted, we will repair, replace or refund the item, and we will cover the cost of returning it to us. Where a claim is not accepted, we will explain the reason clearly and confirm the basis for our decision. Our commercial warranty is provided in addition to, and does not affect, your statutory rights.

14. Returns from outside the European Union

If you are returning goods from outside the European Union customs area, please follow the customs guidance in section 9 so that your parcel is correctly marked as returned goods. We cannot control how long customs processing takes, and we are not able to refund import charges that were levied by your own customs authority on the original delivery.

If a return parcel is held or delayed in customs, please contact us and we will work with you to resolve the issue, including providing any documentation we can from our side.

15. Your statutory right of withdrawal

Consumers resident in the EU/EEA, the UK and Switzerland have a statutory right to withdraw from a distance contract within 14 days of receiving the goods, without giving any reason. Our own return window of 30 days is more generous, and where you exercise a statutory right the more favourable of the two applies.

To exercise your statutory right of withdrawal, you may use the process in section 6 or simply send us a clear statement of your decision to withdraw — for example by email to [email protected]. You do not need to use any particular form, and you do not need to give a reason.

Where you withdraw, we refund all payments received from you, including the cost of the least expensive standard delivery option offered, within 14 days of receiving the goods back or of receiving evidence that you have sent them. You are liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Please note that the statutory right of withdrawal does not apply to certain categories of goods, such as sealed goods that cannot be returned for hygiene reasons once unsealed, or goods made to your specification.

16. Questions about returning an item

If you are unsure whether your item can be returned, or you need help at any stage of the process, please get in touch before sending anything back — we would much rather help you get it right the first time.

Email	[email protected]
Telephone	+86 185 8889 7001 (Monday to Friday, 09:00–17:00 CET)
Related policies	Refund Policy  ·  Shipping Policy  ·  Terms & Conditions