Orders

If you have not received an email confirmation, please check that the email address you provided is correct, and make sure that the email has not ended up in your Spam folder. If you have not received an email within 24 hours, please contact our customer service via the contact form or live chat. We will check your order status and send you a confirmation.

Our models generally fit true to size. Please check the Size Guide, which includes a conversion table to help you choose the perfect size for your shoes. Also, visit the Sizing section, located just below the product Description for each item, to find out if the product you are interested in fits small, large, or true to size. If you are still hesitating, please contact our Customer Service; we are available Monday to Friday from 9 a.m. to 4 p.m. CET. You can email us at customerservice@potamy.com or contact us via our website’s live chat.

Thank you for choosing POTAMY, we hope you are happy with your purchase. As soon as the package leaves our warehouse, we will send you a confirmation email. There, you will find a tracking number and a link to the website of the courier company so that you can always locate the package.

Should you receive a defective item, please review the "Return and Refund" section of our website. Make a return request via our "Contact Us" form. Choose the topic “Return Order - Damaged/Defective Item.” After that, please wait for the return confirmation from our Customer Service team with guidance on the next steps.
We are sorry that you have encountered a problem caused by receiving an item of inadequate quality, and we will try to help you resolve it as quickly as possible. We carefully check all shipments to ensure this does not happen and we appreciate your patience and assistance in this matter.

Please choose the color and size carefully. Once an order has been placed, it cannot be altered. Meanwhile, if you need to cancel your order, you can do so within one hour after placing it. After that, you can place another order with another size or color of the item. Once this time has expired, the order will enter into the picking process and then into the shipping process, whereupon it will not be possible to cancel your order. We aim to process your orders as soon as possible to deliver them to you.

If you need to cancel your order, you can do so within one hour after placing it. Once this time has expired, the order will enter into the picking process and then into the shipping one, whereupon it will not be possible to cancel your order. We aim to process your orders as soon as possible to deliver them on to you.
Once our customer service staff has processed your order cancellation, you will receive a confirmation in your account.
Refunds for paid orders will be made using the original form of payment used for the purchase. Please note that refunds can take up to 14 days from our end.

If you change your mind about buying what you have ordered, you can return the goods using our standard return procedure.

Your VAT invoice will be sent to your email address along with your order shipment confirmation.
Email us at customerservice@potamy.com if you need further assistance with this issue.

If you have noticed any problem or error on our website during the selection, order placement or any other process, we would appreciate if you could report it to our support team at customerservice@potamy.com or using the feedback form on our website.

If you have received an incomplete order, please check the email confirmation first, and then, the invoice you received as proof of payment. If the missing item is on the invoice, and is mentioned in your confirmation email, please contact our Customer Service by phone; we are available Monday to Friday from 9 a.m. to 4 p.m. CET. You can also email us at customerservice@potamy.com or contact us via our website’s live chat. Please be prepared to immediately send a photo of the parcel so that we can check the likelihood of an error with fulfillment. If the item is in stock, we will do our best to ship it to you as soon as possible.

Should you receive a defective item, please review the "Return and Refund" section of our website. Make a return request via our "Contact Us" form. Choose the topic “Return Order - Damaged/Defective Item.” After that, please wait for the return confirmation from our Customer Service team with guidance on the next steps.
We are sorry that you have encountered a problem caused by receiving a wrong item, and we will try to help you resolve it as quickly as possible. We carefully check all shipments to ensure this does not happen and we appreciate your patience and assistance in this matter.