Returns & refunds

Start with the confirmation

You have 30 days from the day your order is delivered to tell us you want to return it, for any reason. Write to us from the contact page with your order number and the pair, and we will send you the return address. This covers, and goes beyond, the 14-day right of withdrawal under EU consumer law.

If you do not have the confirmation, write to us from the contact page and include the email and the pair you ordered. We will reply by email.

What can come back

Eligible pairs can be sent back unworn and in their original condition. That means the shoe has not been worn outside, it is clean, and it goes back with the packaging it arrived in.

• Unworn, with no signs of a run, a commute, or outdoor use.
• In the original box and with the accessories that arrived with the pair.
• The same size and model named on the order confirmation.

What we cannot take

A pair that has been worn, damaged after delivery, or sent back without the original condition cannot be accepted as a standard return. If something arrived damaged or was not the pair you ordered, say so when you contact us and do not wear it. We will tell you what to do next.

Sending it back

Returns are sent by post. You arrange the parcel and pay the return postage, unless the pair arrived damaged or was not the one you ordered, in which case we cover it. There is no restocking fee. Send the pair only to the return address we give you.

Pack the pair so it can travel. Keep any proof of postage until the return is finished. We accept returns for a refund; we do not swap pairs as exchanges.

Refunds

When an eligible return is received and checked, the refund goes back to the original payment method within 14 days, and the confirmation follows by email. Delivery to you is free, so there is no outbound delivery charge to refund.

Changing your mind about a size is a return, not a new order, until the first pair is back with us. If you want a different size, place it only when that size is still available. Saving a pair with the heart does not hold it.