Order processing in our shipping warehouse is automated. If you would like to change or cancel your order, please contact us immediately at info@schuhglueck.de . We will be happy to check whether a cancellation or change is still possible.

You can view the status of your order at any time in your customer account.
As soon as we have shipped an order, you will also receive a shipping confirmation from DHL with your tracking number.

You are welcome to provide a different delivery address if you have selected one of the following payment methods: advance payment, PayPal, credit card, or instant bank transfer. A different delivery address is not possible when purchasing on account through our payment service provider RatePay.

We're also happy to accept your order by phone. However, your email address is required for order processing. It's also very helpful if you have the item number of your desired item handy.

This is a standard purchase on account. RatePay is our payment service provider, which is responsible for processing invoices and incoming payments. You will receive the goods first. If the shoes fit and you like them, you can conveniently pay using the account specified on the invoice.

You will receive your invoice by email as soon as your order is on its way.

Would you like to exchange a shoe? Please place a new order through our online shop. This is the only way to ensure that your desired shoe is reserved for you in time. Due to our automated processes for processing and refunding returns, we are unfortunately unable to credit any amounts already paid.

Depending on the manufacturer, sizes vary between so-called European sizes (EU sizes) and UK sizes. These sizes are converted in two-thirds steps, so an exact assignment is not always possible. You can find an overview of the different sizes on our information page: Size Chart

Our voucher promotions have a limited promotional period. Unfortunately, retroactive redemption is not possible.

You can redeem your voucher code in the shopping cart during the checkout process. The amount will be deducted directly from your order value in the shopping cart.

Unfortunately, it is currently not possible to purchase gift vouchers for our online shop. However, you can always purchase a gift voucher in person for our stores in Berlin and Brandenburg.

Returns within Germany are free of charge.
For returns outside Germany, the buyer bears the return costs.

A pre-printed and pre-paid return label is automatically generated and included in every package. Sometimes it's hidden in the shoebox. Please check carefully. If the return label is lost, contact our customer service and you will receive a new one via email.

Sustainability is particularly important to us.
If the product you received is defective, please contact our customer service first.
To avoid unnecessary shipping, please send us photos of the defect via email. It's important that we can assess the general condition of the shoes. Please take photos.

1. The shoes in pairs
2. The outsole of both shoes
3. The defect in detail

Please note that wear and tear are not covered by the warranty.

If the defect is repairable, we ask you to first arrange for repairs from a shoemaker of your choice. We will reimburse you for the repair costs after prior consultation. All we need is a copy of the invoice, which is made out to Schuhglück.

Your order will be shipped as an insured parcel via DHL. You will receive your tracking number both via email from DHL and through your customer account on Schuhglück.de. If the status of your shipment hasn't changed for several days, please contact our customer service. We will be happy to initiate an investigation with DHL for you.

If your package is damaged during shipping, please report it immediately to your DHL delivery driver. Please document the defect with photos. If the contents are also damaged or incomplete, please contact our customer service.

Our current delivery time is 1-3 business days. Your order will be processed the day after you place it (except Saturdays and Sundays). Our staff compiles your selection and inspects each individual pair for quality and workmanship.

Details about our shipping costs can be found here: Shipping costs overview

We ship your order exclusively via DHL . As soon as your package leaves our warehouse, you will receive a link to track your package.

You are welcome to pick up your order at our main branch in Berlin Steglitz.
Purchase on account is not possible for in-store pickup. Please select "In-store pickup" as the delivery option during the ordering process. You will receive a message from us as soon as your order is ready for pickup.