Returns
Should an item not meet your expectations, you can conveniently register your return or exchange within 14 days of delivery via our returns portal.
To do this, simply log in to the returns portal with your order number and select the items in question. You can then decide whether you would like a refund or an exchange.
We charge a fee of €2.95 per return for processing returns. This will be taken into account accordingly during the refund.
A prerequisite for a refund or exchange is that the items are in an unworn or unused condition, show no signs of wear, and are returned complete with original packaging.
Please use only the return label provided via the returns portal for returns.
Alternatively, returns can also be dropped off at one of our stores. Our staff there will be happy to assist you in person.
How can I return the shoes?
To initiate a return, please use our returns portal. This is the fastest and easiest way to create a return shipping label.
• Visit the returns portal at [Link to returns portal].
• Enter the order number and email address associated with your order.
• Select the items you would like to return for a refund or exchange.
• Create the return shipping label. Please note that the label is no longer automatically included with your shipment but must be created via the returns portal.
Shipping terms
• Shipping within Germany: For returns within Germany, you can use the return label you created and drop off the package at a post office or parcel shop of your choice.
• Shipping within the European Union: If you are located in an EU country, you can also generate a return label via the returns portal and send the package to a local post office or parcel service provider.
• Worldwide shipping: For returns from countries outside the European Union, the same steps apply. Here too, create your return label via the returns portal and send the items back to us.
After you have printed out the return label, please attach it clearly visibly on the largest surface of the shipping box.
Enclosing the return slip
The return slip is included with your order but does not need to be filled out. Please simply place it in the package along with the items being returned. This allows us to process your return faster.
After you have printed out the return label, please attach it clearly visibly on the largest surface of the shipping box.
Further information
• Please ensure that items are returned in an unworn condition and in their original packaging to ensure a smooth return process.
• Return shipping costs may have to be borne by the buyer, unless the return is necessary due to an error on our part.
Thank you for your order and we hope to welcome you back soon! If you have any further questions regarding returns or our returns process, please do not hesitate to contact our customer service.
Processing the return
Once the return has arrived and been inspected by us, we will take care of processing it as quickly as possible. Depending on availability, we will send you the new shoes. Should your desired model currently not be available in your size, we will contact you immediately. In the event of a refund, the time of repayment may vary depending on the payment method. For refunds via credit card, you will typically find the booking on your credit card statement the following month. We have no influence on the statement date of your billing.
Please note: Steps 1 to 4 are not a prerequisite for the effective exercise of the right of withdrawal.
If you have any questions, you can reach our customer service at the following email address: kundenservice@shoepassion.de
Return address
Wolfener Str. 32/34
Geb. 12 / Aufgang I
12681 Berlin
