Xero Shoes Return and Exchange Policy

If you aren’t sure about the fit of your shoes or sandals, or if you are experiencing other issues,
contact our Customer Happiness Team so we can help!

  • We accept products for exchange or return that are in brand new, unworn and unaltered condition within 45 days of the original order date (see policy below for cancellations made within 14 days of delivery).
  • Shoes and sandals that have been worn outside do not qualify for exchange or return.
  • Naboso sock products only qualify for return if they are new and unworn.
  • Be sure to inspect the product before returning, and include the original packing materials, if possible.
  • We strive to process all exchange/return requests within 10 business days of receipt.

How to Start an Exchange

We make returns simple with a GLS scheduled pickup for your return. Fill out the form below with your order number, return reason, requested pickup date and address and we will schedule your GLS pickup for you. Information about your GLS pickup will be emailed to you after your return request is processed.

For Exchanges: We provide free exchanges. To start an exchange, place a new order for the pair you want. Follow the above instructions to schedule your return GLS pickup and choose “Placed Exchange Order” as your return reason. Be sure to include your new order number, along with the other information in the instructions above, with your return. Once we receive your new and unworn pair back, we will refund both the purchase price and shipping cost from your original order.

If you do not want to place a new order for your return, choose “Store Credit Exchange” as your return reason, and follow the above steps to send your shoes back to us for 100% store credit (including shipping). The in-store credit can only be used to purchase items on xeroshoes.eu. Once the store credit is issued, you can use it instantly to purchase your new pair of shoes.

How to Start a Return

For All Returns: You are responsible for return shipping costs. Please include a piece of paper with your name, order number, and the item(s) you are returning. If you do not include this information, then we may not be able to locate your order, which could cause a delay in your refund. We’ll issue the refund in compliance with EU law. Our return address is:

Skladon Warehouse
c/o Returns
Průmyslová 377
74251 Mosnov (Novy Jicin)
Czech Republic

You are also welcome to use our GLS pick up service. Please note that if you use this service, an additional fee (the same cost as your original outbound shipping) will be deducted from your refund.

We make returns simple with a GLS scheduled pickup for your return. Fill out the form below with your order number, return reason, requested pickup date and address and we will schedule your GLS pickup for you. Information about your GLS pickup will be emailed to you after your return request is processed.

For Returns Within 14 DaysYour refund will be for the purchase price of your shoes + the original shipping. Please make sure to contact Customer Happiness if you would like to cancel your order within 14 days of delivery. If the GLS pickup service is used, then an additional return shipping fee will be deducted from your refund.
 
For Returns Outside 14 DaysYour refund will be for the purchase price of the shoes. If the GLS pickup service is used, then an additional return shipping fee will be deducted from your refund.

Right of cancellation

If you purchased products on this website as a consumer [resident in the United Kingdom or in any member state of the European Union], you have the right to cancel your order without giving any reason within 14 calendar days.

To exercise the right to cancel, you must inform us of your decision to cancel your order by a clear statement (eg a letter sent by post, fax or e-mail). Please email us at [email protected] to inform us of your wish to cancel the order. You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

The cancellation period ends at the expiry of 14 calendar days from the following:

(i) in the case of physical articles, the date of delivery of the article to your delivery address;

(ii) in the case of digital content not delivered on hard media (for example, digital gift cards), the date on which the digital item was made available to you electronically;

(iii) in the case of services, the date on which we acceptance your order for the service.

The following applies only to the right of consumers to cancel orders made on this website within 14 days. The following does not apply to returns of damaged or non-conforming articles:

  • Where the products included in your order are split into different deliveries, you have 14 days from the day you received the last delivery to cancel the order.
  • When you exercise your right to cancel, you must return the goods to us without undue delay and no later than 14 days from the date on which you notify us of your decision to cancel the order.
  • You will be refunded the price you paid in respect of your order if you paid in advance. If when ordering the product you chose the least expensive means of shipment we will refund you the delivery cost on cancellation. Otherwise, we will refund you the shipment costs except insofar as they exceed that cost.
  • We may deduct from any refund the amount by which the value of the items returned to us is diminished as a result of the manner in which you handled the goods except as necessary to establish the nature, characteristics and functioning of the goods.
  • If you exercise your right to cancel services ordered after we started delivering the service, we may charge you for the value of the services we delivered up to the point when you notified us of the cancellation.
  • We will refund the purchase price and delivery costs using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the refund.
  • We will make the refund without undue delay, and not later than: –

(i) 14 days after the day we receive back from you any goods supplied, or

(ii) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

(iii) if there were no goods supplied,14 days after the day on which we are informed about your decision to cancel this order.

  • The statutory cancellation right does not apply in certain circumstances including (i) where items are ordered to your specifications or are personalised, (ii) in relation to goods liable to deteriorate or expire rapidly, or (iii) where you request a visit from us for the purpose of urgent repair or maintenance services.
  • An order for the purchase of digital items (such as gift cards) that was made available to you electronically cannot be cancelled if you accepted the electronic delivery of the digital item.
  • Save as set out above, to the maximum extent permitted under applicable law, you are responsible for all shipping and handling charges on returned items. You bear the risk of loss during shipment. We therefore strongly recommend that you fully insure your return shipment against loss or damage and that you use a carrier that can provide you with proof of delivery for your protection.

Model Cancellation Form

To: XeroShoes, [add address and, where available, fax number and e-mail address]:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the sale of the following goods [*]/for the supply of the following service [*]:

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

Wenn Sie als Verbraucher Ihren gewöhnlichen Aufenthalt in Deutschland haben und den Vertrag mit Xero Shoes unter ausschließlicher Verwendung von Fernkommunikationsmitteln (zum Beispiel per Brief, Katalog, E-Mail oder Internet) geschlossen haben, gilt das folgende gesetzliche Widerrufsrecht:

WIDERRUFSBELEHRUNG

Widerrufsrecht 

Sie haben das Recht, binnen 14 Tagen ohne Angabe von Gründen diesen Vertrag zu widerrufen. Der Beginn der Widerrufsfrist hängt von der Art und Weise der Bestellung ab:

  • Die Widerrufsfrist beträgt im Falle der Bestellung eines Gegenstands oder der einheitlichen Bestellung mehrerer Gegenstände 14 Tage ab dem Tag, an dem Sie oder ein von Ihnen benannter Dritter, der nicht der Beförderer ist, die Waren in Besitz genommen haben bzw. hat.
  • Werden mehrere Waren, die Sie im Rahmen einer einheitlichen Bestellung bestellt haben, getrennt geliefert, beträgt die Widerrufsfrist 14 Tage ab dem Tag, an dem Sie oder ein von Ihnen benannter Dritter, der nicht der Beförderer ist, die letzte Ware in Besitz genommen haben bzw. hat.
  • Haben Sie hingegen einen Vertrag zur regelmäßigen Lieferung von Waren über einen festgelegten Zeitraum hinweg geschlossen, beträgt die Widerrufsfrist 14 Tage ab dem Tag, an dem Sie oder ein von Ihnen benannter Dritter, der nicht der Beförderer ist, die erste Ware in Besitz genommen haben bzw. hat.

Um Ihr Widerrufsrecht auszuüben, müssen Sie uns, Xero Shoes EU s.r.o., Vinohradská 35/25 120 00 Prag, Tschechische Republik; Telefon: +420 773 224 426, Email: [email protected], mittels einer eindeutigen Erklärung (z. B. ein mit der Post versandter Brief oder E-Mail) über Ihren Entschluss, diesen Vertrag zu widerrufen, informieren. Sie können dafür das am Ende der Widerrufsbeleherung abgedruckte Muster-Widerrufsformular verwenden, das jedoch nicht vorgeschrieben ist.

Zur Wahrung der Widerrufsfrist reicht es aus, dass Sie die Mitteilung über die Ausübung des Widerrufsrechts vor Ablauf der Widerrufsfrist absenden.

Folgen des Widerrufs

Wenn Sie diesen Vertrag widerrufen, haben wir Ihnen alle Zahlungen, die wir von Ihnen erhalten haben, einschließlich der Lieferkosten (mit Ausnahme der zusätzlichen Kosten, die sich daraus ergeben, dass sie eine andere Art der Lieferung als die von uns angebotene, günstigste Standardlieferung gewählt haben) unverzüglich und spätestens in 14 Tagen ab dem Tag zurückzuzahlen, an dem die Mitteilung über den Widerruf dieses Vertrags bei uns eingegangen ist. Für diese Rückzahlung verwenden wir dasselbe Zahlungsmittel, welches Sie bei der ursprünglichen Transaktion eingesetzt haben, es sei denn, mit Ihnen wurde ausdrücklich etwas anderes vereinbart; in keinem Fall werden Ihnen wegen dieser Rückzahlung Entgelte berechnet. Wir können die Rückzahlung verweigern, bis wir die Waren wieder zurückerhalten haben oder bis Sie den Nachweis erbracht haben, dass Sie die Waren zurückgesandt haben, je nachdem, welches der frühere Zeitpunkt ist.

Sie haben die Waren unverzüglich und in jedem Fall spätestens binnen 14 Tagen ab dem Tag, an dem Sie uns über den Widerruf dieses Vertrags unterrichten, an uns zurückzusenden oder zu übergeben. Die Frist ist gewahrt, wenn Sie die Waren vor Ablauf der Frist von 14 Tagen absenden. Sie tragen die unmittelbaren Kosten der Rücksendung der Waren.

Sie müssen für einen etwaigen Wertverlust der Waren nur aufkommen, wenn dieser Wertverlust auf einen zur Prüfung der Beschaffenheit, Eigenschaften und Funktionsweise der Waren nicht notwendigen Umgang zurückzuführen ist. Betrifft der von Ihnen erklärte Widerruf die Lieferung von sich nicht auf einem körperlichen Datenträger befindlichen digitalen Inhalten, so haben Sie keinen Wertersatz zu leisten.

Wertersatz bei Widerruf des Kaufs von Gutscheinen:

Der Vertrag zum Erwerb eines Gutscheins kann wie ein Vertrag zum Erwerb von Ware (siehe oben) widerrufen werden. Die Widerrufsfrist beträgt dabei vierzehn Tage ab dem Tag, an dem Sie oder ein von Ihnen benannter Dritter, der nicht der Beförderer ist, den Gutschein in Besitz genommen bzw. den Gutscheincode auf elektronischem Weg erhalten haben bzw. hat. Wurde ein Gutschein bereits teilweise oder vollständig eingelöst, so haben Sie im Falle eines Widerrufs des Vertrags zum Erwerb des Gutscheins Wertersatz in Höhe des bereits eingelösten Betrags zu leisten.

Besonderer Hinweis: In folgendem Fall steht Ihnen kein Widerrufsrecht zu:

    • Bei Verträgen über die Lieferung von Waren, die nicht vorgefertigt sind und für deren Herstellung eine individuelle Auswahl oder Bestimmung durch den Verbraucher maßgeblich ist oder die eindeutig auf die persönlichen Bedürfnisse des Verbrauchers zugeschnitten sind (Waren, die nach Kundenspezifikation angefertigt werden).

MUSTER-WIDERRUFSFORMULAR

Um Ihr Widerrufsrecht gemäß der vorstehenden Widerrufsbelehrung auszuüben, können Sie dafür das nachstehende Muster-Widerrufsformular verwenden, das jedoch nicht vorgeschrieben ist:

Muster-Widerrufsformular

(Wenn Sie den Vertrag widerrufen wollen, dann füllen Sie bitte dieses Formular aus und senden Sie es zurück.)

An:  Xero Shoes EU s.r.o., Vinohradská 35/25 120 00 Prag, Tschechische Republik; Email: [email protected]

Hiermit widerrufe(n) ich/wir* den von mir/uns* abgeschlossenen Vertrag über den Kauf der folgenden Waren*/die Erbringung der folgenden Dienstleistung*:

Bestellt am*/erhalten am*:

Name des/der Verbraucher(s):

Anschrift des/der Verbraucher(s):

Unterschrift des/der Verbraucher(s) (nur bei Mitteilung auf Papier)

Datum

* Unzutreffendes streichen.

How to Start a Return or Free Exchange

We make returns simple with a GLS scheduled pickup for your return. Fill out the form below with your order number, return reason, requested pickup date and address and we will schedule your GLS pickup for you. Information about your GLS pickup will be emailed to you after your return request is processed.

For All Returns: You are responsible for return shipping costs. Please include a piece of paper with your name, order number, and the item(s) you are returning. If you do not include this information, then we may not be able to locate your order, which could cause a delay in your refund. We’ll issue the refund in compliance with EU law. Our return address is:
 
Skladon Warehouse
c/o Returns
Průmyslová 377
74251 Mosnov (Novy Jicin)
Czech Republic
 
You are also welcome to use our GLS pick up service. Please note that if you use this service, an additional fee (the same cost as your original outbound shipping) will be deducted from your refund. 
 
For Returns Within 14 DaysYour refund will be for the purchase price of your shoes + the original shipping. Please make sure to contact Customer Happiness if you would like to cancel your order within 14 days of delivery. If the GLS pickup service is used, then an additional return shipping fee will be deducted from your refund.
 
For Returns Outside 14 DaysYour refund will be for the purchase price of the shoes. If the GLS pickup service is used, then an additional return shipping fee will be deducted from your refund.
 

For Exchanges: We provide free exchanges. To start an exchange, place a new order for the pair you want. Follow the above instructions to schedule your return GLS pickup and choose “Placed Exchange Order” as your return reason.  Be sure to include your new order number, along with the other information in the instructions above, with your return. Once we receive your new and unworn pair back, we will refund both the purchase price and shipping cost from your original order.

If you do not want to place a new order for your return, choose “Store Credit Exchange” as your return reason, and follow the above steps to send your shoes back to us for 100% store credit (including shipping). Once the store credit is issued, you can use it instantly to purchase your new pair.


Damaged and Non-conforming Items

You have legal rights (free of charge) to be refunded or to claim repair or replacement of, or a price reduction or damages for, or other legal remedies in the event of, non-conforming goods as provided by applicable statutory law. The statutory warranty period (limitation period for warranty claims) for exercising the said legal rights is 24 months from delivery.

If the item you purchased is damaged or does not conform to your order you may notify us that you reject the articles. Where such damage or non-conformity is obvious/apparent upon delivery, you must notify us within 30 days of delivery. You may request a refund, repair or replacement of the goods.

Rejected goods including goods returned for repair or replacement must be returned to us. Return instructions are found under ‘Instructions’ on this page . The shipment costs for returns of rejected goods will be reimbursed to you (provided the goods as delivered to you were in fact damaged or non-conforming).

Where requested, we will refund the purchase price and delivery charges without undue delay and in any event within 14 days of the date on which we determine that you are entitled to a refund.

If you request the repair or replacement of items and the replacement or repaired article we deliver to you is still non-conforming, you may notify us of your final rejection of the article and request for refund (or if you wish to have a price reduction, where this is possible) – where such non-conformity is obvious/apparent upon delivery you must notify us within 14 days of delivery to you of the repaired or damaged article. You may also send us the non-conforming item (again) for repair or replacement as above.