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MY RETURNS

Are the Heinrich Dinkelacker shoes that you ordered in the wrong size, or do they fail to live up to your expectations? Would you like to return the accessories that you ordered? No problem. We recommend you to follow the next steps.

How can I return the item(s) I ordered?

With our exchange policy you can easily return your goods without providing a reason within 30 days. If you have ordered a new pair of shoes from our collection, please try them on soft ground like a carpet first and do not remove the label.

Our exchange policy allows you to return your items without providing a reason within 30 days. When you first try on your new shoes, please do so on a soft surface such as a carpet, and do not remove the label.

All returns are free for U.S. customers if the total value of item(s) being returned is more than 40.00 USD and our return label has been attached to the return package. If the total value of the item(s) being returned is 40.00 USD or less, you will have to pay the return shipping costs.

If you send your return 'carriage forward' or as a prepaid package and fail to attach our return label to the return package, you will be billed for the return shipping costs.

Customers from all other countries will need to send return packages at their own expense. If you would like to make an exchange, the new item will be sent to you for free.

Step 1: Package

We recommend returning the shoes in their original packaging. Please put the shoes into the shoe bag and then into the box. This will guarantee optimal protection of the item(s) you would like to return.

Please make sure to send the item(s) you would like to return together with all the required documents attached in a plastic folder on top of your package, the same way in which we included them with your purchase. These documents are: the UPS invoice located in the clear folder on the outside of the package when you received your item(s) and our bill, which was located inside the package when you received your item(s). Please also attach the red 'Return' label in a prominent position on the outside of the package. This way, your delivery should be able to go through customs without any issues or accruing any additional costs.

Step 2: Return Label (for U.S. customers only)

To receive a return label, please e-mail us, indicating the item(s) that you would like to return, at service@heinrich-dinkelacker.com. We will send the label to you by e-mail. After you have printed out your return label, please attach it to the largest surface on the return package, making sure that the entire label is visible.

Step 3: Return Form

Please complete the return form that was sent to you along with the item(s) you wish to return. This form includes fields for describing any product defects, as well as a field you can fill out if you would like to make an exchange (if this option is available for customers in your country). Please fill out the return form so that we can process your return as quickly as possible.

Step 4: Shipping

Bring your package, including the return form, to a UPS access point. If you are not a U.S. customer, please send us the return package at your own expense to the following address:

Official delivery address:
Shoepassion GmbH
Haus I
Wolfener Straße 32/34
12681 Berlin
Germany

Step 5: Exchange or Refund

Once your returning items reach us, we will exchange the goods as requested or refund you the purchase price.

The above steps, however, are not a pre-condition for a successful return, in accordance with our cancellation policy. If you have any other questions, just contact us at: service@heinrich-dinkelacker.com