Contact Us

Customer service  ·  Last updated: 24 September 2026

We are here to help with sizing, orders, delivery, returns, warranty claims and anything else you need. The fastest way to reach us is by email — we read every message and aim to reply within one business day.

1. How to contact us

We do not currently operate a live chat service. If you email us and do not receive a reply, please check your spam or junk folder before sending a second message — our replies are sometimes filtered. Adding our domain to your address book helps ensure our emails reach you.

2. Our opening hours

Monday to Friday	09:00 – 17:00 CET
Saturday, Sunday and public holidays	Closed — emails are monitored and answered on the next business day

Our team works to Central European Time. If you are writing from elsewhere in Europe, please take the time difference into account when expecting a reply or a telephone call back.

3. How quickly we reply

Standard enquiries	Within 1 business day
Order-related enquiries	Within 1 business day, and usually the same day during opening hours
Returns and refunds	Return instructions issued within 1 business day of your request
Warranty claims	Response within 1–2 business days with the next steps
Complaints	Acknowledged within 2 business days, substantive reply within 14 days
Privacy and data requests	Within 30 days, as required by law

Peak periods — such as the winter holiday season and major sale events — can add a day or two to our response times. We appreciate your patience, and we do answer every message in the order it was received.

4. Include your order number

If your enquiry relates to an order, including your order number lets us help you straight away instead of searching for your details first. Your order number appears in your order confirmation email and in your account under Orders.

Depending on what you are asking about, it also helps to include:

• Sizing questions: the size you normally wear, and whether you need a wider or deeper fit;
• Delivery questions: the delivery address and any tracking reference you have;
• Return requests: the item or items you want to return, and the reason;
• Faulty items: two to three clear photographs of the fault, and a short description of the problem;
• Payment or refund questions: the date of the order and, for refunds, the return reference we gave you.

5. What we can help with

Sizing and fit	Advice on which size or width to choose, and which models suit wider or deeper feet.
Orders	Changing or cancelling an order before dispatch, and checking order status.
Delivery	Tracking a parcel, chasing a delayed delivery, and resolving delivery problems.
Returns and exchanges	Arranging a return, issuing a prepaid label, and advising on exchanges.
Refunds	Confirming refund status and resolving refunds that have not arrived.
Warranty claims	Assessing manufacturing defects and arranging repair, replacement or refund.
Payments and invoices	Payment problems, VAT invoices and business receipts.
Product care	Cleaning, waterproofing and looking after your footwear.
Your data	Access, correction, deletion and other rights under our Privacy Policy.

6. Faster answers

Many questions have an immediate answer on our site:

7. Business, wholesale and press

We welcome enquiries from retailers, distributors, healthcare professionals and journalists. Please email us and include:

• the name of your organisation and your website;
• the nature of your enquiry; and
• the countries or channels you operate in.

We review wholesale and partnership enquiries individually and will respond with our current terms where there is a fit. Please allow a little longer for a considered reply on these enquiries.

8. Legal and privacy enquiries

For intellectual property notices, legal correspondence and privacy or data protection matters, please write to us at [email protected] with a clear subject line, and mark written correspondence for the attention of the Legal Department. Our postal address is below.

If you wish to exercise any of your rights under the GDPR — such as access, correction, deletion, restriction, portability or objection — please see our Privacy Policy for how to make a request and what to expect.

9. Our details

Operator	AZEKA
Postal address	12F-4-A16, Linye Building, No. 31 Binhai Avenue, Longhua District, Haikou City, China, 570125
Customer service email	[email protected]
Telephone	+86 185 8889 7001
Opening hours	Monday to Friday, 09:00–17:00 CET
Website	https://azeka.cc