Return or exchange request
To request a return or exchange, sign in to your customer account and select the relevant order. Please do not ship your product back before our support team approves your request.
How it works
- Sign in to your customer account
- Select the relevant order
- Start a return request
- Our support team reviews the request
- If approved, you receive instructions by email
- You ship the product back in a suitable outer box
- The product is inspected after receipt
- If validated, store credit is issued after applicable fees are deducted
Return request form
If you cannot start the request from your customer account, use this form. Our support team reviews each request manually and replies by email. This is not automatic return approval.
Another question?
For any question unrelated to a return, contact our general support team.
Contact supportDo not ship your product back without approval
Any return shipped without prior approval, without an identifiable order number, without complete contact details, or without sufficient information may be held. Search and handling fees of CHF 20 may apply, as well as any reshipment costs.
Frequently asked questions
Can I ship the product back directly?
No. Never ship a product back without prior approval from our support team. Every request must first be submitted through your customer account or our support team.
How do I start a return request?
Sign in to your customer account, select the relevant order, then use the return request feature if available. If you cannot access your order, contact our support team.
How am I refunded?
Accepted voluntary returns are not refunded to the original payment method. Exchange or store credit: 10% fee. Return shipping and label paid by customer. Sneakers only; apparel excluded except defect or our error. Sale, Soldes 48h, clearance, archive and promotional prices: excluded. Refunds required by law are handled separately.
How long do I have to submit a request?
You have 14 calendar days after receiving the parcel to submit a return or exchange request.
What happens after I submit the request?
Our support team manually reviews the request under our return policy. If approved, you receive return instructions by email. Nothing should be shipped before that approval.
What happens if the return is refused?
If, after inspection, the product does not meet our conditions (worn, damaged, broken seal, damaged box, missing accessories), the return may be refused. The product may then be reshipped to you at your expense.
What happens if I return a parcel without an order number?
Parcels that cannot be identified or returns sent without prior approval may be held. Search and handling fees of CHF 20 may apply, as well as any reshipment costs.