Returns & Refunds

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 e-mail, please contact our Customer Service; we are available Monday to Friday from 9:00 to 16:00 (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 wrong item, please review the Return & Refund section of our website. Use Return form in your Personal account, selecting Incorrect Item as the reason for the return. 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.

We have tried to make the return procedure as easy and convenient for you as possible.
If your purchase turns out to be not what you were looking for, you should submit a return request and send a parcel containing the items to be returned within 14 days after receiving the order. The items you return must be in their original, unused condition, with original labels and original packaging. Please note that, according to our internal regulations, one return request can contain only one product. You can learn more about our returns policy in the Return & Refund section.

If your purchase turns out to be not what you were looking for, please submit a return request and send the parcel containing the items to be returned within 14 days after receiving the order. To return a product of proper quality that you changed your mind about or that did not fit you, please follow the instructions below:

1. Log in to your Personal account on the website and fill out the Return Application in the appropriate section of your Personal account. Select the completed order, the item from this order and inform us why you are returning it.

2. Please bear in mind that the shipping costs for the returned parcels will not be refunded, and the direct costs of returning the item will be borne by the buyer. You can use the services of any courier company of your choice. Please find the address of our warehouse below:

Strada Gării Otopeni 3
075100 Otopeni, Ilfov, România

We only process the parcels that arrive directly at our warehouse, when we do not have to pay any customs duties. When sending your package with the courier company of your choice, please make sure all taxes and duties are paid. Please keep the tracking number and complete information about the parcel sent, because we may need a confirmation of dispatch.

Choose your return method. Customers in Romania can use our free return service. You can either schedule a free FAN Courier pickup from your address or drop off your parcel at a FanBox locker. Customers from other countries may return items using any courier service of their choice; exchanges are currently available only in Romania.

3. Fill out the information section on the return form that accompanies any product and be sure to include it in the box. The return form must contain your first and last name, date and order number. This will help us identify your package and send you the refund amount quickly and easily.

4. The refund will be made within 14 days after receiving the parcel. You can request refund to be transferred either on the bank account you specified when placing your order, or on any other bank account. Please be careful when filling out the form. You are the only person responsible for the bank details you provide. Should any error arise we will notify you and repeat the bank transfer, but the refund will take longer.

5. After we receive a return request from you, we will wait for the parcel for 30 days, after which the application will receive the «Expired» status. Of that, you will be notified by email, and the status of the application in your personal account will also change. If you submit a return request but ultimately decide not to send us the package, we would appreciate it if you remember to notify us accordingly.

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 follow the instructions below if you have received an item of inadequate quality:
1. Log in to your Personal account on the website and fill out the Return Application in the appropriate section of your Personal account. Please select Damaged or Defective item as the reason for return, follow the instructions and attach a photo. Typically, the application is considered within two business days. The ideal set of pictures which will steer you clear from additional requests when your application is processed, consists of a general angle, a photo of the sole, a photo where the article is clearly visible, and a photo where the defect is clearly visible.
2. Be sure to wait for a email from the customer support service confirming that your application has been approved. You can also track the status of your application in your personal account.
3. After your refund application has been approved, fill out the information section on the return form that accompanies any product and be sure to include it in the box. The return form must contain your first and last name, date and order number. This will help us to identify your package and send you the refund amount quickly and easily.
4. The direct costs of returning goods of inadequate quality are borne by the seller. A representative of the courier company will contact you after the return has been approved by the quality control department. After you give the parcel to the courier, you will receive an email notification with a tracking number and a link to the courier company website, so that you can track your parcel.
5. Refund will be performed within 14 days after receiving the parcel. You can request refund to be transferred either on the bank account you specified when placing your order, or on any other bank account. Please be careful when filling out the form. You are the only person responsible for the bank details you provide. Should any error arise we will notify you and repeat the bank transfer, but the refund will take longer.

Customers in Romania can now exchange an item for another size of the same product. If the size you ordered doesn’t fit, simply create a request in the Returns & Exchanges section of your Personal Account and select Exchange.

You can return the original item free of charge by:

• - scheduling a FAN Courier pickup from your address;
• - or dropping off your parcel at a FanBox locker.

Once your parcel has been received and inspected, we will process your exchange and ship the new size, subject to availability.

Please note: Size exchanges are currently available only for customers in Romania and only for another size of the same product.

If you return a product of proper quality you can use the services of any courier company of your choice. Save the dispatch number assigned to you by the courier company for further tracking of the parcel. If you return a defective, misdelivered or incomplete product, after giving the parcel to the courier, you will receive an email notification with a tracking number and a link to the courier company website, so that you can track your parcel. As soon as the parcel arrives at our warehouse, you will receive a notification by email, and the return status in your personal account will change.

Refund will be performed within 14 days after receiving the parcel. You can request refund to be transferred either on the bank account you specified when placing your order, or on any other bank account. Please be careful when filling out the form. You are the only person responsible for the bank details you provide. Should any error arise we will notify you and repeat the bank transfer, but the refund will take longer.

If you have read our Return and Refund policy and successfully completed your return application, please follow these simple rules when preparing your shipment:
Fill out the information section of the return form that accompanies any product and be sure to include it in the box. The return form must contain your first and last name, date and order number. This will help us identify your package upon receipt quickly and easily. The items you return must be in their original, unused condition, with original labels and original packaging. If you do not have the original packaging use a sturdy box that matches the size and shape of the product. Make sure that the product is securely packed to prevent it from being damaged during transportation. Do not affix any labels or scotch tape to the box or product packaging. We carefully check all products upon receipt. If we receive a parcel with soiled, damaged, worn items, damaged packaging or incomplete packaging, we will not be able to accept it.

You can send several items you are returning in one parcel. Please note that a separate return form must be completed for each item on our website. Please enclose a completed return form that accompanies any product for each item. This will help us identify your package upon receipt quickly and easily.The return form must include your first and last names, date and order number.

The “On moderation" status means that we have received your return request for a defective / misdelivered or incomplete product and are processing it in accordance with our policies. Typically, the application is reviewed within two business days. Please attach good photographs and a short description of the defect to the application form. This way, we won’t have to request additional information from you when processing the application. 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.