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Are the Heinrich Dinkelacker shoes that you ordered in the wrong size, or do they fail to live up to your expectations? Would you like to return the accessories that you ordered? No problem. We recommend you to follow the next steps.

How can I return the item(s) I ordered?

With our exchange policy you can easily return your goods without providing a reason within 30 days. If you have ordered a new pair of shoes from our collection, please try them on soft ground like a carpet first and do not remove the label.

If your country is not part of the EU, please return your parcel at your own cost.

If your country is in the EU and the return package is labelled with the return label we provided in the shipping confirmation, we will bear the cost of your return. In case of an exchange, we will send you the new item with no additional charges.

If you send your return as a »carriage forward« or prepaid package and fail to label it with our return label, you will be responsible for the return shipping costs and will be billed for it.

There is an exception for the following countries: Croatia and Malta. If your country is listed here, please send us your parcel at your own cost and send us the receipt and your bank details including IBAN and BIC at service@heinrich-dinkelacker.com. We will then refund you the cost of shipping, as there is no return link for your country at the moment.

Step 1: Package

We recommend you to place the shoes in their original packaging. Please put the shoes into the shoe bag and then into the box. This will guarantee optimal protection of your returning items.

Step 2: Return Label (only for EU customers)

To simplify the process of returning your items, we have included a link to the DHL return portal in the shipping confirmation you received by e-mail. Click on this link to receive the return label by e-mail and print it out. If you can no longer find your shipping confirmation, simply write to: service@heinrich-dinkelhacker.com

We will resend the link to the DHL return portal or send you directly the return label. After you have printed out your return label, please place it on the largest surface of the shipping carton, making sure that the entire label is visible.

The customers from Croatia and Malta can disregard this step.

Step 3: Return Form

Please complete the returns form, which was sent with your shipment. This form allows you to state any failures with the product, detail your exchange wishes or ask for a refund. Using the returns form allows us to process your return as quickly as possible.

Important for all customers outside EU: Please make sure to send your returned items with all the required documents (invoice and customs declaration) in a plastic cover on your parcel. You should also write ‘Return’ or fix the corresponding sticker on the parcel. This way, your delivery should be able to go through customs without any issue or additional cost.

Official delivery address:
Shoepassion GmbH
Haus I
Wolfener Straße 32/34
12681 Berlin

Step 4: Shipping

Take your package, including the return form, to the shipping provider mentioned on the return label. It is mostly the national Post or DHL depending on your country. Please note, that we will refund your money within 14 days. If you are a customer from a country not using the return label, please send us your parcel with the national post and choose the lowest price for a tracked parcel. If your country is not in the EU, you can choose any courier service to send us your parcel.

Step 5: Exchange or Refund

Once your returning items reach us, we will exchange the goods as requested or refund you the purchase price.

For our US customers: as your parcel gets sent to us after it reaches the US address indicated on the return label, it might take around 10 business days to process your return. If you wish to receive another model or another size instead, we kindly ask you to place a new order in our online shop.

The above steps, however, are not a pre-condition for a successful return, in accordance with our cancellation policy. If you have any other questions, just contact us at: service@heinrich-dinkelacker.com