Return and exchange of goods
Exchange
NB! Free exchanges are only available in Estonia and can be used once. The cost of returning the item will be borne by the exchange customer, but we will send the exchange free of charge.
If you are in a hurry to receive your item, please return it and order a new size, paying for the new order immediately. The exchange process will be slower.
Please read the instructions for sending returns, fill out the return form and send the returned products to us according to the instructions
- Place a new order for the desired product
- Choose “pay by invoice”, but don't pay for the order
- Be sure to also choose parcel machinewhere you would like to receive your goods
- If the price of the product you want to exchange differs, we will contact you and provide more detailed instructions.
- Please write for more information. the order number you are returning maybe what you want to change
- We will send the exchange once we have received and reviewed the return and settled the return costs if necessary.
Returns
After receiving the order, the buyer has the right to withdraw from the contract within 14 days. The right to return does not apply if the item was purchased in-store; in that case, the item can only be exchanged.
To return an item, please fill out the return form below and send the unwanted product back to us following the instructions provided. The return must be made using the same shipping company that delivered the orderThis ensures that the package is delivered directly to our warehouse. We do not pick up returns from parcel lockers unless otherwise agreed. Return shipping costs are covered by the sender and will be deducted from the refund amount.
When ordering with SmartPost, the customer can return the item using the same code they used to pick up the package, and the return cost (€2,50 Estonia, €5,29 courier, €4,45 Latvia and Lithuania) will be deducted from the refunded amount.
a) When the package arrived in the blue parcel terminal, you can return the package with the same door code from any of the Smartpost blue parcel machines across Estonia.
A package that arrived at a blue parcel machine can also be returned by completing a return form at a white parcel machine. https://my.smartpost.ee/return_parcel/ in the self-service environment based on the shipment number (barcode). You can find the barcode (=package tracking number) on the parcel label or in the last email you received when placing your order.
b) When the parcel arrived at Smartpost in the white parcel terminal or parcel point, then the return can only be processed https://my.smartpost.ee/return_parcel/ in the self-service environment based on the shipment number (barcode), you can choose to return from either the white or blue parcel terminal. You can find the barcode (= parcel tracking number) on the parcel card or in the last email you received when placing the order. As a result of the formalization, the customer will receive a door code to enter the returned item into the desired parcel terminal. Unfortunately, returns cannot be made from a parcel shop.
c) If the package was ordered by courier and return is requested by courier, the return form must be filled out: https://itella.ee/kuidas-pakki-tagastada/ (You can find the tracking ID on the parcel label or in the last order confirmation email).
From the parcel machine when returning, a door code must be generated https://my.smartpost.ee/return_parcel/
Finnish packages can be returned here by selecting ''Return with the original item ID''The return cost (€10,43) will be deducted from the refund amount.
When ordering with Omniva, the customer will receive a return code via text message and the return cost (2,80 € in Estonia) will be deducted from the refundable amount.
When filling out the return form, please check the box “I need a Venipak/Finnish Omniva return label”. We will send you a return label by email. The return cost (€9,61) will be deducted from the amount to be refunded.
When filling out the return form, please check the box “I need a Venipak/Finnish Omniva return label”. We will send you a return label by email. The return cost (2,05 € Estonia; 5,95 € Latvia; 6,55 € Lithuania) will be deducted from the returned amount.
When ordering with Unisend, the customer will receive a return code via text message and the return cost (€3,25 Estonia; €3,50 Latvia; €3,80 Lithuania) will be deducted from the refundable amount.
The right of withdrawal does not apply if the buyer is a legal entity. To qualify for the 14-day return policy, the item may only be used to the extent necessary to inspect its nature, features, and functionality, similar to how it would be tested in a physical store. If the item has been used beyond this or shows signs of wear, we reserve the right to reduce the refund amount according to the decrease in the item's value. The right of return does not apply to elastic laces, as they are custom-cut to the customer's specifications More information about returns can be found here.
If the order is returned partially, the shipping fee will be refunded proportionally.
Sending returns
- Include your order number inside the package!
- If requesting Exchange the item, please also include your new order number inside the package.
- Wrap the shoebox in newspaper, a paper bag, or other protective material to prevent damage to the original packaging and product. Even if you originally requested packaging-free delivery, please ensure the product is properly packed when returning it. If the item was originally shipped without a box, make sure it is well-protected against damage during return shipping.
- Return the package with a return code (Omniva), door code (Smartpost) or return label (DPD) according to the instructions above to Karenberg OÜ (+37256561734)
- Returns can also be dropped off in person during store opening hours at Ilmatsalu 3.
- Refunds will be issued to the same account used for the original payment.
Return form