How can I return my order?

If the items of the order are not dirty/broken and not worn (apart from trying them on), you can return (part of) the order. You do this by returning the shoes in their original packaging, enclosing the return form (also found in your DQS account) after completing it. The return label that comes with the delivery should be stuck on the box without wrinkles and completely so that it can be scanned and processed.

You can deliver the parcel free of charge to a DHL Parcel drop-off point. To be on the safe side, we recommend keeping the receipt provided. If the shipment is lost, you will have proof of delivery. You have a statutory period of 14 days from receipt or collection date for returning products.

please note: that you CANNOT request a replacement item via the return label. Unfortunately, due to technical reasons, customer service is also NOT able to exchange, replace, settle or re-order an item for you. We advise you to return the product and, if you wish, order the other product. Apologies for any inconvenience.

Are there any fees for returns?

Shipping and returns are free, a gift from us to you. Therefore, there is no question of costs.

Can I return items without a packing slip or return form?

Unfortunately, this is not possible. To properly process the item as a return, we need this information. Unfortunately, without these forms, we cannot accept your product and return the money.You can also find the return form in your DQS account.

What should I do if I no longer have the original shipping box?

Oops that can happen. You may use a different shipping box if you ensure that the shoebox with the items in question are sent properly and securely packed so that no damage occurs.

How long will it take for my return to be processed?

Returns are generally processed the same day at the warehouse. This may sometimes happen a working day later. If you have not received your refund after 5 working days, please contact us and together we will look for a solution.

How long does a refund take after processing a return?

Usually this is within three working days of processing a return. If you have not received your refund after 5 working days, please contact us and we will look for a solution together.

I received a broken product. What now?

DQS makes every effort to protect the quality of its shoes. Nevertheless, you may receive a damaged item. You can then return these directly to DQS. The return of a damaged item is as described under 'how to return my product'. In this case, please indicate on the return form that you received the item damaged. In case of a return due to damage or incorrect delivery, a check will be carried out and, upon approval, you will be refunded the purchase price of the ordered product.

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