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Returns - Europe - Too Big

How Should My Shoes Fit?

The widest part of your feet should match with the widest part of your shoes, like the image below.

Easy Fix: Free Tongue Pads

If your shoes are only loose at the middle and back, while fitting fine in the toe box, you should buy some tongue pads and we can reimburse you — our compliments! Just send us a photo receipt with your order # and we’ll have it processed as a refund through that order. If the tongue pads don’t help, you can still return for a full refund. 

However, if the toe box is too loose, we should get you a smaller size. EU whole sizes are measured in increments of 1/3 inch or 8.47 mm. One size down = 8.47 mm shorter. In this case, we have two options for you. 

Return Option A: Compare Side-by-Side

You can order another size, compare them side-by-side with your current pair, and decide which one fits best.

The quick steps for Option A are:

  1. Order your replacement on here.
  2. We send out replacements for free, so use discount code INTL-EXCH and shipping will be $0. 
  3. If the current price is higher than what you paid at pre-order, REPLY to your order confirmation with your original order # and price paid and we will refund you the difference.
  4. Compare your shoes side-by-side, and decide which fits best.
  5. Search your email inbox for the order confirmation of the shoe that you want to return and click the Viewport link. 
  6. Select the "Return Your Order" button on the top right and follow the instructions to print your return slip/label. 
  7. Pack the items for return shipment by making sure the LEFT shoe tree goes into the LEFT shoe, and the RIGHT shoe tree goes into the RIGHT shoe. Switching the shoe trees can distort your shoes and forfeit your refund.
  8. Ship the package back to us (Purchasing insurance is also recommended given the value of the shoes)
  9. Once we get your shoes back, we’ll issue your refund within 2 weeks, and you'll get an email.

Return Option B: Return Now, Refund and Reorder

This method takes more time and is for customers who don’t want two outstanding charges on their credit card.

The quick steps for Option B are:

  1. Search your email inbox for the order confirmation and click the Viewport link. 
  2. Select the "Return Your Order" button on the top right and follow the instructions to print your return slip/label. 
  3. Pack the items for return shipment by making sure the LEFT shoe tree goes into the LEFT shoe, and the RIGHT shoe tree goes into the RIGHT shoe. Switching the shoe trees can distort your shoes and forfeit your refund.
  4. Ship the package back to us (Purchasing insurance is also recommended given the value of the shoes).  
  5. Once we get your shoes back, we’ll issue your refund within 2 weeks, and you'll get an email.
  6. Order your replacement here.
  7. We send out replacements for free, so use discount code INTL-EXCH and shipping will be $0.
  8. If the current price is higher than what you paid at pre-order, REPLY to your order confirmation with your order confirmation # and price paid and we will refund you the difference. 

Quick reminders for returning your shoes.

1) Please use our Viewport link for the return process! 

By using the Viewport link, you will be able to generate an automated return label with our address included. This will also allow us to better understand why you returned our product so we can make strides in improving your experience in the future. 

2) Make sure shoes are CLEAN, like New

Unlike other shoe companies, we're okay with you wearing your shoes outside! Just make sure you clean off any dirt or mud before sending them back. Common courtesy, right?

If necessary, your local cobbler can make them good as new with a clean, condition, and shine.

  • Wrinkles? Okay! It's practically unavoidable.
  • Dirt or mud? Not Okay! Please clean this off.
  • Scuffs? Not Okay! Please have these buffed out. Your local cobbler is great at this.
  • Deep cuts or scratches? Never Okay! If you return shoes with deep cuts or scratches, you will lose your refund and your shoes.

3) Packing the items for Return

Make sure the LEFT shoe tree goes into the LEFT shoe, and the RIGHT shoe tree goes into the RIGHT shoe. Switching the shoe trees can distort your shoes and forfeit your refund.

4) Insurance

Since it’s a high-value package, insurance is recommended because we won't be able to process your refund until we receive the returned items. 

Thank You!