FAQ

PRODUCT

DO YOU HAVE A SIZE GUIDE?

Our size guide for Men and size guide for Women helps you to find the right size of your footwear. The measurements of our  collection are shown in inches. However, if you still have questions regarding your size, please feel free to contact Customer Service. They will be happy to advise you.

PAYMENT

MY PAYMENT WAS NOT ACCEPTED. WHAT COULD BE THE REASON?

There could be several reasons why a payment is not accepted. In such cases it is best if you contact your bank. The issue can often be resolved quickly. As an alternative, you can try using another payment method. If several methods of payment are rejected for you, please contact our Customer Service.

SHIPPING

HOW WILL MY ORDER BE SHIPPED?

Your order will be sent insured. Generally, the shipping process takes 2-4 days. Along with the shipping confirmation, we provide you with a tracking number that you can use to track the status of the shipment on the carrier’s website.

 

WHAT HAPPENS TO MY PACKAGE IF I AM NOT HOME WHEN THE CARRIER DELIVERS IT?

What if you are not home the day your shipment is delivered? No problem! The carrier will make another attempt to deliver or drop off the package at a post office near you. You can then easily pick it up there at a time most convenient for you.

 

WHAT CAN I DO IF YOU DO NOT DELIVER TO MY COUNTRY?

Please accept our apologies if we do not yet deliver to your country. We are working on making this possible in the foreseeable future. Until then, you can use our store finder to locate our retail stores closest to you and retailers that sell our products in your country.

PURCHASE

CAN I ALSO ORDER BY PHONE?

Unfortunately ordering by phone is not possible. If you have any difficulties making an online purchase, a customer service representative would be happy to help you and explain the individual steps.

 

WHO CAN I CONTACT IF I HAVE ANY PROBLEMS WITH MY PURCHASE?

Our customer service representatives are available if you have any problems. They will gladly help you if you have any questions about our products or experience any technical difficulties. Our employees strive to solve your problem as soon as possible.

 

CAN I ALSO RESERVE PRODUCTS IN THE ONLINE SHOP?

Reserving products in the online shop is unfortunately not possible at this time.

 

AM I REQUIRED TO MAKE A PURCHASE IF I PUT ITEMS IN MY CART?

No, you are absolutely not obligated to purchase the items you have placed in your cart. The digital shopping cart resembles a shopping cart in real life: You can put items into your cart and take them back out. You do not have to decide what you actually want to purchase until you check out.

RETURNS

CAN I RETURN THE PRODUCT IF I DO NOT LIKE IT OR IF THE ITEM IS DEFECTIVE OR OF UNSATIESFYING QUALITY?

German law gives you 14 days to return a product without specifying the reasons. During this time, you can return any products you have purchased from us without any problems as long as they are in proper condition. If the return is due to a complaint, you can certainly also return the respective items even after the 14 days have passed. Please fill out the return form that was sent together with the package so that we will know right away how we need to classify the return.

Please note: Exchange for goods is unfortunately not possible.

 

IN THE EVENT OF A RETURN, HOW DO I GET MY MONEY BACK?

If you have returned something to us, we will first examine the condition of the products and check the return for completeness. If the product has been returned in proper condition, the amount for the returned product is generally credited back to you, using the same payment method you used, within 7 business days after we received the return.

 

HOW CAN I RETURN PRODUCTS I HAVE RECEIVED AND HOW MUCH DOES IT COST?

A return label is provided with every delivery. This label can be used to effect a return to us. If you choose to use the return shipping label, we will charge you a fee of USD 15 for the return, except where the return is due to the delivery of wrong or defective goods. Where you choose to use the return shipping label to return items to us, then we will deduct that fee of USD 15 from the amount that we are due to refund you in respect of the returned items. If you do not agree to pay that fee of USD 15 for this service, then please do not use the return shipping label and return the relevant items by using other fully-paid up modes of shipment.