top of page

Refund Policy

General Provisions

  • Our brand specializes in custom-made footwear. Therefore, in many cases, the legal right to withdraw from the contract (14-day period) does not apply due to the individual customization of the product to your requirements.

  • Nevertheless, we strive to accommodate our customers and ensure a fair resolution of any complaints or returns.

​

Returns and Claims for Defects

  • If you discover a manufacturing defect or any discrepancy that was not part of the agreed specifications (color, size, design), you have the right to file a complaint.

  • The complaint should be submitted as soon as possible after discovering the defect, preferably via email or phone. Please send us photos of the damage or defective product along with a description of the issue.

  • After we confirm the complaint, we will inform you whether the product needs to be returned or if documentation of the defect (photo/video) is sufficient.

​

Complaint Resolution Timeframe (up to 30 days)

  • We aim to resolve all complaints as quickly as possible, but no later than 30 days from the date you submit the complaint.

  • During this period, we will inform you of the outcome of your complaint (approval or rejection) and any further steps (repair, replacement, financial compensation, etc.).

​

Product Repair or Replacement

  • If the complaint is deemed valid and the product can be repaired, we will provide a free repair or replacement of the defective part.

  • If a repair is not possible, we will offer a new pair of shoes or a reasonable financial compensation.

​

Refund

  • If the product cannot be repaired or replaced, or if we mutually agree, we will refund the amount paid.

  • The refund will be processed using the same payment method as the original transaction unless agreed otherwise.

  • The right to a refund may be denied if the product was damaged due to improper use or inadequate care on your part. 

​

Conditions for Returning (Claiming) Goods

  • The product must be properly cleaned and securely packed to prevent further damage during transportation.

  • Please include proof of purchase (invoice or receipt) and your contact details (name, email, phone number).

​

Shipping Costs for Returns

  • In the case of an approved complaint, we will cover the shipping costs for both sending the product to us and returning it to you.

  • Before shipping, always request instructions to ensure the return process is as quick and efficient as possible.

​

Contact

  • If you have any questions regarding returns, complaints, or further procedures, please contact our customer service: 

  • Email: filipbrzak10@gmail.com

  • Phone: 603475761

  • Operating Hours: 06:00-24:00

bottom of page