Returns and exchanges

Not quite right? No worries. Even the best cut may not fit everyone.

Shopping online is a bit more complicated than buying in a shop, where you can easily try things on and choose the perfect size.

If you feel you haven’t quite got it right, don’t worry. You can return your shoes, or exchange them for a different size or colour.

You have an extended 30-day period to return unwanted items, without having to give a reason, but so we can improve, we’d really appreciate it if you could be honest and let us know the reason.

Don’t worry if you miss the deadline – just get in touch and we’ll extend it for you, because top-notch customer service is our priority.

When can I return goods?

You can only return shoes that you ordered in standard colours and sizes – that is, without any custom adjustments. If we made the shoes exactly to your specifications, unfortunately, we cannot offer a return.

But don’t worry – if you order completely custom-made shoes from us, during the production process we’ll send you a trial shoe so you can make sure they fit and won’t need returning. Trial shoes don’t apply to minor custom adjustments such as colour changes, instep modifications, or length adjustments.

How does it work?

Please send back the goods you wish to return or exchange. Put the shoes and your order number in the parcel, along with a note stating your wishes so we know how to proceed. Return shipping is paid by the customer.

If you are returning shoes from the UK, USA or other countries outside the European Union, we need you to send them back with FedEx – this is the only way they can be correctly cleared through customs and delivered to us. For your convenience, you can purchase a discounted return label from us for $35. Print out the label, attach it to the parcel, and give it to the courier, who will collect it from your address.

If you are returning a parcel from within the European Union, you can send it back using DHL by clicking here . It’s quick and easy.

Return address for parcels from the European Union:
Mesicni 33
466 01 Jablonec nad Nisou
Czech Republic

How to pack your parcel

Please consider the condition of the shoes when sending them back. Every pair at our workshop is waiting for its new owner… We check and reshape every pair, and put them back on sale. That’s why we kindly ask: please return shoes that are unworn, clean and undamaged.

Shoes that have been worn cannot be returned.

Include your order number, your name and a note with your wishes in the parcel, so we know how to proceed.

Can I exchange the goods I’ve bought?

Exchanges are possible, but you will need to pay the shipping costs for sending the new pair to you again.

If the new shoes are cheaper than the ones you’re returning, we’ll refund the difference in the form of a voucher. If the new shoes are more expensive, we’ll send you details for paying the difference.

Shoes that have been custom-made to your requirements cannot be exchanged.

How long will it take to process everything?

Even though we try to handle returns as quickly as possible, it may take up to 14 days, so please allow 14 days from the day you hand the parcel over to the courier. You may be pleasantly surprised if it’s sooner.

It takes a little while for the courier to deliver the parcel to us, then a few more days before your parcel is processed and we check the returned goods.

Finally, we need to enter and confirm the refund in the bank. Sometimes it’s instant, but occasionally things overlap and the refund process takes a bit longer.

More information

We’ve tried to cover all the most important points. However, if you have any questions about returns, please don’t hesitate to get in touch. We’re here for you!