Frequently asked questions
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ORDERS SHIPPING & DELIVERY PAYMENT RETURN, CANCELLATION & EXCHANGE REPAIRS & COMPLAINTS PRODUCTS & ACCESSORIES MY ACCOUNT NEWSLETTER DEALERS & BRANCHES
Orders
It's that easy:
- Select the shoe you like and select the shoe size you would like to order.
- If you want to order the shoe, put the shoe into the shopping cart by selecting “add to cart”.
- A window with the overview of your shopping card will pop up. You can close this window to add more products to your shopping cart or go to “proceed to checkout” to complete the order process. It is also possible to remove individual items from the shopping cart by clicking on the cross in the right-hand corner of the product overview.
- If you have a customer account and are not yet logged in, you can do this in the next step. If you do not have a customer account, it is also possible to order as a guest without a customer account. To do this, select the ‘Order as a guest’ field. Fill in the fields provided and make sure you enter the correct address, including the house number.
- Select a payment method. Credit card, PayPal and purchase on invoice are available. Depending on the option you choose, more information might be required. Please follow the prompts.
- If you would like to redeem a voucher, this is also possible on this page: Under ‘Your order’ you can enter it in the ‘Coupon code’ field. Please do not forget to confirm the code.
- Lastly please check all data again and select “Order with payment” to place your order.
What happens then?
- The total amount of the order will now be reserved with the selected payment service and you will receive an order confirmation by email.
- As soon as your order leaves our warehouse, you will receive the invoice and a shipping confirmation by email.
- The selected parcel service will bring your package to your home. Have fun with the new items!
You can use our main menu categories to browse through and find your favourite product. There is also the possibility to use our filter function. Or you can use our search function: just enter an article number, a product name or any other term in the search field. You can find the search field in the top right-hand corner (magnifying glass) or when using mobile devices in the bottom navigation.
An order can currently contain a maximum of 8 items. The maximum value that can be ordered is € 1,000 per order.
We currently deliver to Austria, Germany, Italy, Belgium, Estonia, Finland, France, Greece, Ireland, Latvia, Lithuania, Luxembourg, the Netherlands, Portugal, Slovenia and Spain.
Unfortunately it is not yet possible to place cross-brand orders, so a separate order must be placed for each brand. But we are already working to make this possible in the future.
The order is not completed until you have received an order confirmation via email. Only then the amount of money will be transferred by the payment service you have chosen. If the order confirmation has not arrived within one day, please place the order again. Or contact us via our contact form.
Your order will be processed promptly by our warehouse. Unfortunately, an order cannot be changed or canceled afterwards.
If you do not want to keep your order or a certain item, you can simply send it back to us using the return label provided. The corresponding amount will be booked back to you after the returned goods arrive in our warehouse.
It can happen that the price of individual products changes over a certain period of time. For orders that have already been placed, the price shown at the time of the order applies. It is not possible to adjust the price for products already purchased. Thank you for your understanding!
We also ask for your understanding that we cannot accept vouchers which were not redeemed when the order was placed.
In our online shop you can see all the products that are currently available for you to order. You can order your favourite product online by placing the desired product in the shopping cart using the button “add to shopping cart”. However, sometimes it happens that an item is already sold out, but still available to order in the online shop. If an item is particularly popular, it may have gone out of stock just before you complete your order. In very rare cases our system may not be able to update our stock in time, so the order will have to be cancelled afterwards.
Will the purchase amount be deducted in case of a cancellation?
Of course you do not have to pay for cancelled items. If you pay using credit card only the amount for the shipped items will be deducted. If the entire order gets cancelled, your credit card or bank account will not be debited. If you pay using PayPal, the amount will be refunded immediately to your PayPal account. If you have chosen purchase on invoice, any amount paid will be refunded immediately.
We are very sorry if once your order was cancelled. Sometimes it happens that an item is already sold out, but still available to order in the online shop. If an item is particularly popular, it may have gone out of stock just before you complete your order. In very rare cases our system may not be able to update our stock in time, so the order will have to be cancelled afterwards.
Will the purchase amount be deducted in case of a cancellation?
Of course you do not have to pay for cancelled items. If you pay using credit card only the amount for the shipped items will be deducted. If the entire order gets cancelled, your credit card or bank account will not be debited. If you pay using PayPal, the amount will be refunded immediately to your PayPal account. If you have chosen purchase on invoice, any amount paid will be refunded immediately.
Shipping & delivery
Our shipping costs are € 4.90 for Austria and Germany, regardless of the order value. For all other delivery countries the shipping costs are € 9.90. Returns are free of charge.
The return with the enclosed return label is free of charge. In case of a full return, the shipping costs will be refunded to you.
We currently deliver to Austria, Germany, Italy, Belgium, Estonia, Finland, France, Greece, Ireland, Latvia, Lithuania, Luxembourg, the Netherlands, Portugal, Slovenia and Spain.
In Austria your order will be delivered by Austrian Post. All the other countries will be delivered by DHL. DHL will deliver your parcel in cooperation with a local partner.
After receiving your payment your order will be delivered to the delivery address.
For orders with the payment method purchase on invoice the items will be dispatched regardless of the receipt of payment.
The invoice must be paid within 10 days of receipt.
Delivery to Austria and Germany takes 2-5 working days. Delivery to all other countries takes 4-7 working days.
We prepare your order for dispatch as quickly as possible. We try to keep the delivery times as short as possible. Unfortunately, we cannot state the exact time of delivery. As soon as we send your delivery, you will receive a shipping confirmation by email.
For more information please contact the transport company in your country.
Post.at (phone number 0810 010 100)
DHL (phone number 01805 345 22 55)
We are happy to inform you that the delivery address can be changed afterwards using the tracking link.
We prepare you order for dispatch as quickly as possible. For us it is important to keep the delivery times as short as possible. Unfortunately, we do not offer express delivery.
Regardless of the payment method, we are happy to deliver to any valid address in our delivery countries with our shipping partners.
In your customer account as well as directly on the webpage when completing the order you can select a different delivery address. You will receive your parcel within a few days.
In Germany there is also the possibility to have your parcel delivered with DHL to a “Packstation”. You can find more information about this here: www.packstation.de.
The delivery and billing addresses can be added or edited when you are logged into your customer account in the category addresses.
We ask for your understanding that the change of address in the customer account has no influence on orders which are already placed. The change of address is only effective for future orders.
The order has already been placed, but the address is not correct?
If the order has not yet been packed, the order can still be cancelled and reordered putting the correct address. In this case please use the contact form to contact us.
Do not worry if the order can no longer be cancelled: If the package cannot be delivered, it will be returned to us. Afterwards the purchase amount will be refunded.
Our shipping service providers deliver from Monday to Saturday.
If the shipping service provider cannot deliver the parcel to your place, they will leave a collection note after the first delivery attempt. Use this to collect your parcel from the post office indicated on the note.
If the delivery person forgets to leave a collection note, you can also collect the parcel with your tracking number which you can find on the tracking link.
If the shipping service provider cannot deliver the parcel to your place or you do not collect your parcel within the specified collection period, your shipment will be automatically returned to our warehouse. As soon as the return is back with us you will receive a return confirmation by email. The full purchase amount will be refunded within a few working days.
Once the package has arrived at our warehouse and has been fully processed you will receive a confirmation. At this time the return amount will be refunded. Please note that this may take some time.
We would like to point out that in case of purchase on invoice the payment period of 10 days remains. If we have not received payment from you, our payment provider will automatically send payment reminders.
We are very sorry in case you have received a damaged parcel.
Are the items you ordered undamaged?
If only the packaging was damaged and you want to return an item, you can use another packaging of your choice for returning the item. Please use the return documents in the package – this will make the return free of charge.
Is an item damaged or missing?
We would kindly ask you to take pictures of the damage and to contact us via our contact form.
We would like to point out that damaged packages do not have to be accepted from you. There is the possibility to refuse the package. In this case the shipping service provider will return the package to us immediately.