Our policy lasts 14 days. If 14 days have gone by since your order was delivered, unfortunately we can’t offer you a refund or exchange.
If you would like to process a return or an exchange, we much be notified by email through Customer Support within 14 days of delivery.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please be sure to send us your item(s) back in full accordance with our Return Policy:
- Items must be sent back within 14 days of the delivery date.
- Items must be unworn, unwashed, and have original tags attached. Shoes must be unworn, show no signs of wear, and returned in their original packaging.
- All returns must include an cover letter that clearly indicates your order number, contact information, which items are being returned and the reason for the return. If this is not filled out correctly, your return may experience issues in processing.
- We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
- Returns are processed within 5-7 business days after your item(s) are delivered to us.
- Damaged, defective, or incorrect items must be reported within 7 days of delivery.
- Return drop-offs are not accepted at our Berlin office.
We do not provide prepaid return labels; you are responsible for covering shipping costs to return.
Please do not send your purchase back to the Shipping Origin Address. Return your items there will only be returned to destination country distribution office.
Returned-to-Sender & Refused Packages
- This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.
- Returned-to-Sender or Refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge.
- We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
- We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Reserved Rights Regarding Returns
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of "wardrobing;"
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
- Potential fraudulent or criminal activity.
Similarly, we reserve the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.
Non-Saneless items sent to our Distribution Centre will be discarded upon receipt.
Can I Exchange an Item(s):
Currently we are unable to accommodate exchanges by mail. We welcome you to return your item(s) by mail in accordance with our policy and repurchase the item(s) in your desired size and/or color.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and an e-gift card will be issued to your email address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $100, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.