Returning an item has never been easier

Registering a return is quick and simple. We will refund your money within 10 business days of the return being accepted at our warehouse.

Items that do not fit can be returned within 30 days. Faulty items are covered for 24 months.

When will I get my refund?

We will notify you by separate email once your return has been accepted at our warehouse. Your money will be refunded to your account within 10 business days from the date you receive that email.

If you chose to pay by cash or card on delivery, the €0.99 cash-on-delivery fee is non-refundable.

How should I pack the parcel?

Pack the item so that neither the item nor its original packaging is damaged in transit.

Can I return several items in one parcel?

Yes. If you are returning several items, you can pack them into one parcel and use a single return code.

Can I exchange an item?

Exchanges are not available. If you would like a different size or model, please return the item and place a new order.

Return conditions

The item you return must be:

An item that does not meet these conditions may be refused and returned to you.

Return didn't go through?

IMPORTANT: Before sending an item via Omniva self-service, the return must already be registered in our online store.

If your return code has expired, the locker door closed before you finished, or you were unable to complete the return at the locker, you can register a new return through Omniva self-service.

An unregistered return will not be accepted.

Create a new return

I can't find my order

Please check that you are using the same email address the order was placed with, and the correct order number.

I didn't receive an order confirmation email

Please check the Spam and Promotions folders in your inbox. If you still cannot find the email, contact our customer service team and we will help.

I received a defective item. What should I do?

To submit a claim for a defective item, please complete the form here (Report a Defective Item · open24.eu). Provide all the requested information and attach photos. We will confirm receipt of your claim by email and respond within 10 business days.

How long does a defect claim take?

Registering a defect and carrying out the assessment usually takes up to 10 business days from the date the item arrives at our warehouse.

When does the quality warranty not apply?

• Mechanical damage — for example torn straps, laces or other trims, tears in solid materials, damage to textiles, and similar.
• Natural wear and tear — for example a worn-down sole, a change in the shape of the footwear, faded colours.
• Changes caused by improper care — for example staining from dirt, changes in the structure of the material.
• Flashing LED components.
• Insoles, heel counters and laces.

Hook-and-loop fastening tape carries a 12-month warranty.