Return Policy

Last updated: 3 October 2025

Returning Items

If you’re not completely satisfied with your purchase, you may return items in their original condition within 30 days of delivery (please include your tracking number).
Once we receive your return, we’ll issue a refund to your original payment method.

➡️ Please note: All returns must be registered with our customer service team before being sent back.

Faulty Items

If you’ve received a faulty item, please contact our support team immediately and include the following details:

  • Your order number

  • Which item is damaged

  • A brief description of the issue

  • Photo evidence

If your parcel was damaged in transit, please take a clear photo and send it directly to our support team.

⚠️ All claims for damaged parcels must be made within 7 days of delivery.
Without verified proof of damage confirmed by our support team, we’re unable to offer a refund, credit, or replacement.

Wrong Item Received

If you’ve received the wrong item, please contact our support team right away and provide:

  • Your order number

  • The name of the item you didn’t receive

  • The name of the item you did receive

  • A photo of the item you received

We’ll make sure the correct product is sent to you at no additional cost.

Exchanges

Unfortunately, we don’t offer direct exchanges.
➡️ If you’d like a different item, please return your original item for a refund and place a new order for the correct product.

Order Cancellations

If you wish to cancel your order, please notify us within 24 hours of placing it.
After this period, we reserve the right to decline a cancellation if your order is already being processed.

If processing has started, please wait until you receive your parcel and then follow our standard returns procedure.

Please do not hesitate to contact our customer support at any time: info@orthora-schuhwerk.de

Faulty Products

If your product is faulty, damaged during shipping, or defective in any way, return shipping costs will be covered by us.

Standard Returns

If you purchased the wrong product, the item doesn’t fit, or you’ve simply changed your mind, the customer is responsible for:

  • The actual return shipping costs

  • Providing a valid return tracking receipt

Return Address

Please request the correct return address by contacting us at:
📩 info@orthora-schuhwerk.de

⚠️ Returns sent to an unconfirmed or incorrect address cannot be processed.

If you have any questions or need help with your return, please don’t hesitate to contact our friendly customer support team: info@orthora-schuhwerk.de