Returns and claims

General information

• Please note that we do not accept any returns outside the EU.
• When sending your parcel you will have to cover return costs yourself. You can return your parcel using any postal service.
• Select whether you want to return or claim the goods. A simple online form will guide you through the entire return or claim process.
• Send the goods only after filling out the form.
• Carefully pack the goods. It must be in an undamaged, original package and contain a purchase receipt or order number and your initials. Without this, we cannot accept the shipment and thus guarantee a refund/processing of the claim within the legal deadline.
• The address for sending returned and claimed goods and related documents is:
  SHAPEN s.r.o. (ltd)
  Na Riviere 2
  84104  Bratislava / SLOVAKIA

Phone number: +421911110871. Please note that this number is specifically for courier-related inquiries and not for customer support.

We try to meet your requirements as much as possible and fulfill them as soon as possible. When returning the goods, we will send the money back no later than 14 days after receiving the returned goods. Please keep your tracking number in order to be able to track your return. We try to handle claims so that it doesn't take long, but at most 30 days. You can read a summary of the return and claim process below.

Return of goods (withdrawal from the purchase contract)

You can return unsuitable footwear without giving a reason within 30 days from the date of delivery. The goods must be:

• unused,
• undamaged,
• tried only on a clean floor or carpet (not outdoors),
• with a return form, purchase receipt,
• in the complete original packaging,
• with all original tags and labels.
• If we find that the returned goods do not meet the requirements stated in the General Terms and Conditions (e.g. the goods must be unused, in the original packaging, with original tags), we cannot accept this goods back, and it will be sent back to you at your expense as used goods.

Claiming goods

Claim the goods immediately after discovering the error. The goods must be properly cleaned and dry. Failure to meet these conditions will result in the goods not being accepted for the complaint procedure. The assessment of the legitimacy of the claim and its processing takes up to 30 calendar days after the goods are received for the complaint procedure. If this does not happen, we will refund the money.

Exchange of goods

We do not make exchanges. If the size doesn't fit, send us the goods back, and we will refund you so that you can create a new order in our e-shop