Sorry, how annoying that you did not get what you ordered! The fastest way to fix it is to do it yourself in our returns portal: there you exchange it for free for exactly the item you ordered.
You are not sending the item back for a refund: you are exchanging it. You use the returns portal for this as well. Choose exchange there and pick the same item, in the size and colour you ordered. Only then does everything happen automatically.
Exchange in the returns portal
How to exchange it
- Look up your order with your order number and the email address you ordered with.
- Choose exchange and pick the same item, in the size and colour you ordered.
- Give as the reason that you received the wrong size, colour or shoe.
- Drop off your parcel: the shoes unworn in the shoe box, with the return label on an outer box.
As soon as your parcel has been dropped off, we send you the right item automatically. You do not need to email us. You can follow the status through the link in the email from the returns portal.
Did you get two shoes that do not match, for example a size 40 on the left and a 41 on the right? Then exchange the whole pair the same way.
Not working in the returns portal? Send us a message with a photo of what you received.