Would you like to submit a complaint?
Please send us your enquiry, including relevant photos, using the form.
Our customer service team in Bietigheim-Bissingen will check your case and inform you of the next steps as soon as possible. as we want to avoid unnecessary transport routes at all costs, we ask that you only send in your goods by prior arrangement. An initial assessment can easily be carried out using the image material
Within the 2-year warranty period, we are of course liable for material and processing defects.
Please note that wear and tear such as sole wear or damage to the upper material is not covered by the warranty.
Do not ship any items until we have analysed your photos and approved a physical inspection.
Normal wear and tear is not covered under warranty, such as worn soles or damage to uppers.
Repair service
Some of our shoes are handmade and consist of high-quality materials. For reasons of sustainability, it is therefore justified to give your favourite shoes a second life.
We take our environmental responsibility seriously and therefore offer repairs under the following conditions:
The upper material is still in good condition
The shoes have not already been re-soled one or more times
There is no technical damage, such as a defective heel area
Repairs and orthopaedic adjustments are not carried out in-house. If you do not have a local shoemaker who can carry out this work, your request will be forwarded to one of our trusted partner companies using the following form. They will then contact you directly.
Understanding hydrolysis
When the sole of your shoe begins to peel or crumble, the material has reached the end of its life. This natural ageing process is known as hydrolysis. It occurs when moisture in the air slowly breaks down the sole material over time.
