RETURN & REFUND
We hope that you will be satisfied with your purchase. However, if necessary, you can return it in whole or in part. You can return defective goods within two years after the date when your order arrives, provided that the proof of purchase is intact. If the purchase turns out to be not what you were looking for, you should submit a return request no later than 14 days after receiving the parcel. Upon expiration of this period, we unfortunately will not be able to process your application.
The items you return must be in their original, unused condition, with original labels and original 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. Please try on your shoes standing on a carpet or similar surfaces to avoid scratching the soles.
We have tried to make the return procedure as easy and convenient for you as possible. Please be aware that, according to our internal regulations, any return request can only include one product. However, if you have more than one item you would like to return, you can send them back in the same parcel. Please enclose a completed return form that accompanies each product, for each item. The return form should include your first and last names, date and order number. It will help us to quickly and easily identify each item you are returning in your parcel and remit the refund amount to you.
If you wish to return an item of proper quality that did not fit you or you have changed your mind about an item you have bought, 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. After that 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, the date, and the order number. This will help us identify your package and send you the refund amount quickly and easily.
Cover or remove any original mailing address label or carrier barcodes from package.
NOTE: When returning footwear, do not use your shoe box as your shipping box.
3. 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.
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.
Should you face a situation where a product you received is not the one you ordered, or part of a set is missing, or a product has defects, please follow the instructions below.
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.
The procedure for such cases is as follows:
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
- general angle
- photo of the sole
- photo where the article is clearly visible
- photo where the defect is clearly visible.
Typically, the application is considered within two business days.
2. Be sure to wait for an 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 request 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.
Damaged goods may be returned within two years following the order receipt date, provided that the proof of purchase is intact.
If you have any further questions concerning the return procedure, or if you need assistance, please contact our Customer Service by email customerservice@potamy.com or via our website’s live chat. We are available Monday to Friday from 9:00 to 16:00 (CET).
The items you return must be in their original, unused condition, with original labels and original 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. Please try on your shoes standing on a carpet or similar surfaces to avoid scratching the soles.
We have tried to make the return procedure as easy and convenient for you as possible. Please be aware that, according to our internal regulations, any return request can only include one product. However, if you have more than one item you would like to return, you can send them back in the same parcel. Please enclose a completed return form that accompanies each product, for each item. The return form should include your first and last names, date and order number. It will help us to quickly and easily identify each item you are returning in your parcel and remit the refund amount to you.
If you wish to return an item of proper quality that did not fit you or you have changed your mind about an item you have bought, 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. After that 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, the date, and the order number. This will help us identify your package and send you the refund amount quickly and easily.
Cover or remove any original mailing address label or carrier barcodes from package.
NOTE: When returning footwear, do not use your shoe box as your shipping box.
3. 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.
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.
Should you face a situation where a product you received is not the one you ordered, or part of a set is missing, or a product has defects, please follow the instructions below.
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.
The procedure for such cases is as follows:
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
- general angle
- photo of the sole
- photo where the article is clearly visible
- photo where the defect is clearly visible.
Typically, the application is considered within two business days.
2. Be sure to wait for an 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 request 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.
Damaged goods may be returned within two years following the order receipt date, provided that the proof of purchase is intact.
If you have any further questions concerning the return procedure, or if you need assistance, please contact our Customer Service by email customerservice@potamy.com or via our website’s live chat. We are available Monday to Friday from 9:00 to 16:00 (CET).