General information

  • Please note that we do not accept any returns outside the EU and from the Canary Islands.
  • In the case of a product return or claim, please fill out our online form provided above. The system will guide you through a simple process. After completing the form, you will receive precise instructions on how to send the goods. Without filling out the online form, we cannot process your return or complaint.
  • Please pack the goods carefully. In the case of a return, the goods must be in their undamaged, original packaging.
  • The package must always include proof of purchase, or at least the order number and your name. Without this, we cannot accept the shipment and thus cannot guarantee a refund / claim resolution within the legal period.
  • The shipping costs for returning goods are borne by the buyer.
  • The only way to return goods is by using a courier service arranged by you. We do not provide return shipping or pickup services. The return address will be provided after you successfully complete the online form.

We try to meet your requirements as much as possible and fulfill them as soon as possible. When returning the goods, we will issue a refund 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),
  • 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.

For hygiene reasons and in accordance with legal regulations, socks and tights can be returned within 30 days of delivery only if they meet all of the following conditions: Socks and tights must be: 

  • untested
  • unworn
  • undamaged
  • in their undamaged, original packaging

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.

Special events

More information on special promotions rules:

Frequently Asked Questions

You will find a size chart and a recommendation on how to choose the right size for all products in the e-shop that have a choice of sizes to offer. The table is displayed by clicking on the text "Size chart" located above the size number menu.

If you choose to decline the customs fee and the shipment is returned to us, we will refund you the amount less the shipping and handling fee.

Yes, after you submit your order, you will receive an e-mail with tracking information for your shipment. If by chance you did not receive this information, please e-mail us at [email protected].

For a list of countries where we deliver SHAPENs, please visit the Shipping subpage.