Why haven't I received an order confirmation for my order in the Schuhe.Shop?
Your order may not have been completed correctly or you may have entered your email address incorrectly. Please check the spam folder of your email program first to see if the order confirmation is there. If not, please contact us by phone at +49 2182-8151710 or by email at email@example.com.
What is the quickest way to find my shoe?
On our website, you have a variety of filter options to help you quickly find the shoe that's right for you. For example, you can search for a specific size or colour, or for a special feature, such as shoes with a removable insole or shoes with a wide fit. If you have the item number of a shoe to hand, you can also enter it directly in the search box.
Can I change or cancel my order?
As long as your order has not yet been packed and shipped, you are welcome to call us at +49 2182-8151710 or send us an e-mail to firstname.lastname@example.org with any changes or cancellations you would like to make.
How do I find out the right size for me?
To help you find the right shoe size, you will find a size chart and a size guide with instructions on how to measure your feet on our website. Please also note the information in the descriptions of our shoes. Here we may also point out special features regarding the fit or the recommended order size.
Can I also order by phone?
Our customer support team will be happy to take your order by phone under +49 2182-8151710. Please note, however, that certain payment methods such as credit card or Amazon Payments are not available for telephone orders for technical reasons.
How much are the shipping costs?
Delivery within Germany is free of charge if the value of goods exceeds 20€. If the value of the goods is less than €20, we charge shipping costs of €2.90 within Germany.
Can I have my order delivered to a DHL packing station?
Delivery to a DHL packing station is possible. Please enter your personal 8-digit postal number (you will receive this after registering with DHL at https://www.dhl.de/de/privatkunden/pakete-empfangen/an-einem-abholort-empfangen/packstation-empfang.html) and the 3-digit number of the Packstation. Unfortunately, deliveries to Packstations are only possible up to a certain size, as the outer box must not exceed a maximum size of 60 x 35 x 35 cm.
Is shipping to foreign countries also offered?
We ship to many countries worldwide in our Schuhe.Shop. You can find a list of the countries we ship to and the corresponding shipping costs here.
Which shipping service will be used for my order?
We ship exclusively with DHL. The regular shipping time within Germany is 1-3 working days. In most cases, however, your order will reach you after 1-2 working days.
Where is my package?
On the evening of the day of dispatch, you will receive a dispatch confirmation by e-mail with a DHL tracking link and the tracking number of your parcel. You can track your shipment at any time by clicking on the link or entering the tracking number on the DHL website.
Can I collect my goods directly from the warehouse?
Our customers have the option of collecting their orders directly from our warehouse in Korschenbroich-Glehn. All you have to do is select the "Click & Collect" shipping method during the ordering process. You can find detailed information about collection from our warehouse here.
How many days do I have to pay for an order with payment in advance?
If you have chosen the payment method bank transfer (prepayment) for your order, we will reserve the ordered items for you for up to 7 days. Please note that with this payment method, the goods will only be dispatched once payment has been received.
Which payment methods are offered?
In our shop we offer you a large selection of all common payment methods. You can find a complete list of the payment methods we offer here.
My order did not come with an invoice. How do I get the invoice?
In general you will receive the invoice for your order by e-mail as soon as the goods have been dispatched. Only the delivery/return note is enclosed with your order.
Why am I not offered the option to purchase on account?
In Germany, we offer you our purchase on account service in cooperation with V.O.P. We offer purchase on account within Germany, Austria, the Netherlands and Finland via the payment provider Klarna. In the case of a purchase on account, an automatic credit check is carried out, on the basis of which a purchase on account is approved or rejected by the provider. For data protection reasons, our customer support does not receive any information about why an invoice purchase is rejected in individual cases.
What should I bear in mind when paying by invoice or pre-payment?
If you purchase with pre-payment or on account, please transfer the purchase amount to the bank account stated in the order confirmation. If you purchase on account via Klarna, you will receive the necessary bank details directly from Klarna. Please only use the reason for payment and the bank details given there.
Please make a separate transfer for each invoice, stating the customer number and the invoice number, so that we can always allocate your payments quickly and correctly.
How do I delete my customer account?
Log in to your customer account with your email address and password. Delete your customer account by clicking on the "Delete customer account" button.
How can I redeem an existing credit?
To redeem an existing credit, you must first log in to your customer account with your access data (e-mail address and password). The amount of your current credit will be displayed there. At the end of the order process (after selecting the payment method), you can redeem the credit by clicking on the "Use credit" button.
How do I log in to my customer account and make changes?
Click on the little man icon in the top right corner of the website. Log in with your email address and password. Now you can change or add your personal data, your billing address(es), your preferred payment method and your delivery address(es). You also have access to a personal order overview and any wish list you may have created.
I have forgotten my password. What can I do?
On our website, click on the customer symbol at the top right and then on "My account". Click on the item "Forgotten password". You can then have a link to create a new password sent to your e-mail address.
Return & Refund
Has my return arrived?
When you hand in your return at the DHL Parcel Shop, please keep the return receipt until we have confirmed receipt of the return. You can use the consignment number to track the current location of your return. As soon as your return has arrived in our returns department, you will receive an e-mail notification.
I have misplaced the return form. What should I do?
If you have misplaced the return form, please contact our customer support. We will then send you the return form by e-mail.
How long can I return goods?
In our shop we offer you a 30-day right of withdrawal. You can find more information about our right of withdrawal here.
I used a gift voucher to pay for my order. How do I get a refund in the event of a return?
Once the return has been accepted, we will send you a new gift voucher for the remaining balance. If you have paid a part of the invoice with another payment method, you will receive this part back as a refund via the respective payment method.
Do I have to register my return with Klarna Invoice Purchase?
If you have chosen Klarna Invoice Purchase and want to return part of your order to us, we recommend that you register your return in the Klarna app or on the Klarna website, as this will pause your invoice until we have received your return and it has been reported to Klarna.
Who bears the costs for the return shipment?
Within Germany, we bear the return shipping costs once per order, which is why a free DHL return label is enclosed with your order. Returns from abroad must always be made at your own expense. You can send your return from abroad to the following address using a parcel delivery company of your choice: Schuhe Shop GmbH & Co. KG, Glehner Heide 8, 41352 Korschenbroich, Germany.
Where do I send my return to?
You can send your return from abroad to the following address using a parcel delivery company of your choice: Schuhe Shop GmbH & Co. KG, Glehner Heide 8, 41352 Korschenbroich, Germany.
How do I get my refund from the Schuhe.Shop?
As soon as we have received and checked your return, we will issue a credit note for accepted returns and refund the purchase price within 14 days via the payment method you used to pay for your original order. We ask for your understanding that for security reasons the refund can only be made to the original account.
In the case of a purchase on account, unpaid invoices/invoice items will be cancelled so that only the amount for retained items needs to be paid. Please note that if you pay by credit card, your credit card account will be credited and will only appear on your subsequent credit card statement.
How do I return goods?
Ideally, place the shoe(s) in the original shoe box. (Note: If you return worn shoes, we may have to charge you compensation).
Pack the shoe box(es) in a suitable outer box. Fill in any voids.
Enclose the completed returns note with the shipment.
Place the return label on the outside of the box. (If you are returning the shoes in the same box you originally received them in, please make sure to remove or tape over the old shipping labels).
Take your return to a DHL parcel collection point.
How can I contact the Schuhe.Shop?
You can reach our customer support by phone on +49 2182-8151710 from Monday to Friday between 9.00 a.m. and 5.00 p.m. Alternatively, you can of course send us an e-mail around the clock to email@example.com or use our contact form.
Exchange & Complaint
What do I do in the event of a complaint?
If you want to complain about an item within the 12-month guarantee period, we will need your customer number and the relevant order and/or invoice number in order to process the complaint. Please do not send back the damaged items. We only ask you to send back these items in individual cases. Instead, please send us a maximum of 3 pictures that clearly show the defect and a complete picture of the shoe to the following e-mail address: firstname.lastname@example.org.
How can I exchange an item?
If you would like to exchange an item, we would like to ask you to simply place a new order and return the unwanted/unsuitable item to us. Unfortunately, it is not possible to charge orders internally.
Shoe care & info
How do I care for shoes made of imitation leather?
Shoes made of synthetic materials such as imitation leather are very comfortable to wear. The materials absorb foot moisture well and also release it again overnight.
When it comes to care, these materials are undemanding. However, they should be regularly cleaned of dirt and, especially in winter, of salt or similar weather-related dirt, i.e. cleaned with a damp cloth and dried well.
Please never place the shoes on/near a heater or other heat source, as this may damage the shoe. The shoes are then ready for use again without further treatment.
We recommend, for example, the care products Bama Active Universal Care A46 and Bama Cleaner A78.
When using impregnation spray, make sure that it is explicitly suitable for imitation leather, otherwise stains may occur.
What is a Tex membrane?
The Tex membrane is a high-quality, technical material and has the function of protecting the shoe from moisture penetration for longer - but at the same time releasing the moisture inside the shoe that is generated by foot heat to the outside.
It is not possible to state exactly how 'tight' a shoe with a Tex membrane is, as this depends on external influences such as the type of moisture (rain, drizzle, snow) and the length of time the shoe is exposed to moisture.
In order to regain its original condition, the membrane needs a rest period (e.g. the night), which roughly corresponds to the wearing time.
A Tex membrane does not require any special care. However, the upper material must be cared for so that there are no tears or edges that could damage the membrane.
Without adequate care, the outer material can become hard and brittle over time due to the alternation of wet and dry. The hardened fractured edges then rub up the inner membrane, which ultimately leads to permanent water permeability.
Why does moisture get into my shoes?
Many modern shoe models are edge-stitched. Due to this design, moisture can penetrate through the seams, but this is not a defect.
Shoes with an integrated membrane are protected against moisture penetration. In our schuhe.shop you will find a variety of models with water-repellent membranes.