Returns Portal

Returns Portal · Last updated: 10 October 2026 · Version 1.0

Changed your mind, or the fit is not right? Starting a return with AZEKA takes a few minutes and we pay standard return shipping within Europe. This page walks you through it step by step.

1. Who can return

• Items returned within 30 days of delivery.
• Shoes unworn outdoors, in their original condition, with the box and any insoles, laces and inserts included.
• Hygiene items (e.g. worn insoles) and made-to-order items are excluded where stated on the product page.

2. What you need before you start

• Your order number (in your order confirmation email, e.g. AZEKA-12345).
• The email address used at checkout.
• Which item(s) you are returning and a short reason (wrong size, not as expected, etc.).

3. How to start a return

1. Locate your order. Find the order in your confirmation email, or use Track Your Order.
2. Contact us with the details. Send your order number, the item(s) and the reason to [email protected] or via our Contact Us page. You do not need to print anything yet.
3. We send your return label. Within the EU we email a prepaid return label (or collection instructions) at no cost to you. Outside the EU we confirm the address to ship to.
4. Pack and ship. Put the shoes back in the original box, attach the label, and drop the parcel at the carrier.
5. We refund. Once the return reaches us and passes a quick condition check, your refund is issued.

4. Refunds

Refunds are issued to your original payment method within 14 days of us receiving the return. You will get an email when the refund is on its way. Original shipping is refunded on full-order returns; on partial returns it is kept, as the order still shipped to you.

5. Exchanges and size changes

The quickest way to change size or width is to order the new pair and return the old one using the steps above — you are then covered by the 30-day trial on both. If you would rather we hold a replacement, tell us in your return request and we will confirm stock before you ship.

6. Faulty or defective items

If an item arrives damaged or fails through a manufacturing defect, contact us straight away with photos. Manufacturing defects are covered separately from the 30-day change-of-mind trial, and we will arrange a replacement or refund including any return postage.

7. Your statutory rights