Refund Policy

Last updated: 24 September 2026  ·  Version 2.0

This Refund Policy explains when and how we refund money after a return, a cancellation, a faulty item or a delivery problem. It works together with our Return Policy, which explains how to send goods back, and forms part of our Terms & Conditions.

1. Our refund promise

We want you to be confident when you buy from us. If something is not right — because the fit is wrong, the item is not what you expected, or there is a fault — we will make it right. Where a refund is due, we process it promptly and we do not delay payment while we profit from holding your money.

Our refund practice is designed to be at least as generous as the minimum required by European consumer law. Where the law gives you a stronger right than this policy, the law prevails.

2. Refund methods

Refunds are always issued to the original payment method used for the purchase. For example:

Original payment method	How the refund is issued
Credit or debit card	Reversed to the same card. We cannot refund a card payment to a different card or to a bank account.
PayPal	Returned to the same PayPal account (or the account used for a guest PayPal payment).
Cash on delivery	By bank transfer to an account in your name, or by another agreed method. We may ask for your bank details (IBAN and account holder name).

We cannot issue a refund to a third party who was not the original payer. If you received an item as a gift, please see section 12.

3. How long refunds take

Once a refund has been approved, we will issue it within 14 days. The trigger point for each situation is:

Situation	Refund issued within 14 days of…
Change of mind / withdrawal (return)	The earlier of: the day we receive the returned goods back, or the day you provide evidence that you have sent them back
Faulty or damaged goods	The day we accept that the goods are faulty, or the day we receive them back
Order cancelled before dispatch	The day we confirm the cancellation
Item unavailable after order	The day we confirm the item cannot be supplied
Item returned to us undelivered	The day the parcel is received back and inspected

Where the law requires faster handling of a withdrawal, we will comply with the shorter period.

4. What we refund in full

Where a refund is due, we refund:

• the price you paid for the returned goods;
• any VAT included in that price;
• the original delivery charge (where one was charged) — up to the cost of the least expensive standard delivery option we offered.

When you return the whole order within the withdrawal period, you receive a full refund including the original delivery cost. Where we currently offer free standard shipping on all orders, this point is largely academic, but it remains your right where a delivery charge has been applied.

The cost of returning goods to us is borne by us for standard returns, as explained in our Return Policy. We will either provide you with a prepaid return label or reimburse reasonable, documented return shipping costs.

5. What we do not refund

To be transparent, the following are not refundable:

• Return shipping costs you incur without our agreement — for example if you choose an express or premium return service instead of the method we provide, or if you return a parcel yourself without requesting a prepaid label. In that case we reimburse only the equivalent standard return cost.
• Customs duties, import VAT or customs handling fees charged by your local authority on delivery to a country outside the EU customs area. These are levied by your government, not by us, and we cannot recover them.
• Supplementary services you chose — for example express delivery upgrades, gift wrapping charged as a separate service, or extended warranty add-ons, where these were not part of the standard product price.
• Gift cards and vouchers, which are non-refundable and cannot be exchanged for cash.
• Items that are excluded from return under our Return Policy — for example items that have been worn outdoors, used, damaged by misuse, or returned without their original packaging; or items that cannot be returned for hygiene reasons, such as insoles that have been used, where this is not due to a fault.
• Third-party charges applied by your bank, such as foreign transaction fees or currency conversion spreads.

6. Partial refunds and diminished value

When you return goods within the withdrawal period, you are entitled to examine them as you would in a shop — trying shoes on indoors to check the fit is normal examination and does not reduce your refund.

If, however, the goods show signs of use beyond what is necessary to establish their nature, characteristics and functioning — for example, shoes that have been worn outdoors, scuffed, cleaned with chemicals, or returned without the original box and accessories — we may make a reasonable deduction from the refund to reflect the diminished value. Where we do this:

• we will tell you in advance, explain the reason, and state the amount of the deduction;
• we will evidence the deduction with photographs or an inspection note; and
• you may ask us to return the goods to you instead of accepting a reduced refund, at your cost.

We do not make deductions for normal fitting, trying on indoors, or in cases of faulty or misdescribed goods.

7. Refunds on faulty or damaged items

Where goods are faulty, damaged in transit, or not as described:

• you will receive a full refund including all delivery costs, or a replacement or repair if you prefer;
• we will bear the cost of returning the goods, and will arrange collection or provide a prepaid label where possible;
• no deduction is made for diminished value; and
• we may ask you to provide photographs or to return the goods so that we can investigate the fault and improve our products.

Under European consumer law, goods must conform with the contract, and in most EU member states the legal guarantee of conformity applies for a minimum of two years from delivery. If a defect appears within that period, you are entitled to a remedy — at minimum a repair or replacement, and under many national laws a price reduction or full refund where repair or replacement is not possible or not carried out within a reasonable time. Our commercial warranty does not replace or shorten this legal guarantee.

8. Refunds for cancelled or unavailable orders

If we cancel your order — for example because an item is out of stock, because there was an obvious pricing error, because we cannot deliver to your address, or because we suspect fraud — we will refund you in full, including any delivery charges, within 14 days of the cancellation. We will also notify you by email explaining the reason.

You may also cancel your order yourself at any time before dispatch at no charge. To do so, contact us at [email protected] with your order number as soon as possible. If your parcel has already been dispatched, you can still return it under the Return Policy.

9. Refunds on orders that arrive late

If your order arrives later than the estimated delivery time, this does not automatically entitle you to a refund — the delivery estimates on our site are estimates, not guarantees. However, if an order is significantly delayed and you no longer want it, you can:

• cancel the order before dispatch and receive a full refund; or
• refuse the delivery and, once the parcel is returned to us, receive a full refund of the goods value.

Where a parcel has been lost in transit, we will send a replacement or issue a full refund, at your choice, at no cost to you.

10. Refunds and promotional codes

Where a discount or promotional code was applied to your order, the refund is calculated on the amount you actually paid, not on the pre-discount price. For example, if you bought an item for €80 after a 20 % discount from €100, the refund is €80.

If you return part of an order that qualified for a “spend X and save Y” promotion, and the remaining items no longer meet the qualifying threshold, we may adjust the refund to remove the discount that no longer applies. We will explain any such adjustment clearly before issuing the refund.

Promotional codes themselves have no cash value and are not refunded, and a code used on a returned order is not automatically reinstated — although we will normally reissue a goodwill code if the return was due to a fault or our error.

11. Refunds on cash-on-delivery orders

If you paid by cash on delivery and are entitled to a refund, we cannot reverse a card transaction. Instead we will refund by bank transfer to an account in your name. To process this we will ask you for:

• the account holder name (which must match the name on the order);
• the IBAN and, where applicable, the BIC/SWIFT; and
• the name of the bank.

We process cash-on-delivery refunds within the same 14-day period set out in section 3. Bank transfers may take a further two to five business days to appear in your account. Please only send bank details in response to our request, and be alert to fraud — we will only ever ask for these details as part of a genuine refund you have requested.

12. Refunds for gift purchases

If you received an item as a gift and wish to return it:

• the refund is issued to the original purchaser and to the original payment method, because we can only refund the person who paid;
• if you are the gift recipient, we can instead offer you a credit or an exchange of equivalent value, where the return meets the conditions in our Return Policy; and
• to arrange this, please have the gift recipient contact us with the order number, or ask the purchaser to contact us directly.

Gift cards and gift vouchers are non-refundable and cannot be exchanged for cash.

13. If a refund does not arrive

Once we have issued a refund, we will send you a confirmation email containing the amount, the date and a transaction reference. If the money has not appeared after 10 business days:

1. check that you are looking at the correct account or card — refunds always go back to the original payment method;
2. check your statement again, as some banks group refunds separately from transactions;
3. contact your bank or PayPal and quote the transaction reference we sent you — they can trace an incoming refund that we cannot see; and
4. if your bank cannot find it, contact us at [email protected] and we will investigate and, where necessary, provide proof of the refund so that it can be traced.

If a refund genuinely fails — for example because the card used for the original payment has since been cancelled — we will contact you to arrange an alternative method, such as a bank transfer.

14. Your statutory rights

Nothing in this Refund Policy limits or replaces your statutory rights.

• Right of withdrawal: consumers in the EU/EEA, the UK and Switzerland have a legal right to withdraw from a distance purchase within 14 days of receiving the goods, without giving a reason. Our own return window is 30 days, which is more generous.
• Legal guarantee of conformity: goods must conform to the contract. In most EU member states this guarantee applies for a minimum of two years from delivery, and remedies include repair, replacement, price reduction or full refund.
• Unfair terms: no term in this policy or in our Terms can exclude or limit liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot lawfully be excluded.

Where there is a conflict between this policy and your statutory rights, your statutory rights prevail.

15. Questions about refunds

If you have any question about a refund, please contact us with your order number and, where relevant, the return reference we gave you.

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