Frequently asked questions

I accidentally entered incorrect data in my order, what can I do?

No problem, we can edit the entered data for you. If you entered incorrect information into your order, please contact us as soon as possible to correct the information and avoid problems with delivery.

Email: [email protected]

I have NOT received a confirmation email after placing an order online…?

Once you have created an order on our site, you will automatically receive an email confirmation with the exact details.

Sometimes it may happen that the email appears in the "spam" folder, please check there before contacting us..

If you have not received the confirmation email, please contact us.

Email: [email protected]

When should I expect my goods to be delivered?

We will process, package and dispatch your order (hand it over to the courier) within 24 hours from order placing.

The standard shipping time to EU countries is 3-5 business days.  

Once the goods are shipped from our external warehouse, you will be notified via email, where you can also find the tracking number and link to your package.

You can use the tracking link to know the exact location of your package and the approximate delivery date.

The standard shipping time has passed, where is my package?

If the shipping time, as indicated by the delivery information, has passed, please contact us and we will try to clarify the situation.

In some situations, delivery may take longer. For example, when we include public holidays, weekends or other working holidays to the delivery time.

If the delivery takes a considerably long time, the tracking information indicates problems and the package does not appear, please contact us.

Email: [email protected]

The tracking link does not work?

If you have not received an email or you are not able to track the package, please do not hesitate to contact us at any time and we will solve the problem.

Email: [email protected]

The goods that I have received are wrong/damaged, what should I do?

If the goods from the courier arrived in a damaged package or the goods are damaged themselves, please send us an email, where you can explain the situation. Please do not forget to send us some photos of the damage. We will contact you to resolve the situation and also notify the carrier.

Email: [email protected]

Where can I find the invoice?

Payment information for your goods is on your invoice, which will be automatically sent to you by email.This way, you always have the invoice available to you if you choose to return or exchange.

We do not print invoices on paper as it is one of the ways we try to be more ecological at Shooos.

If you have not received your invoice via email, please contact us.

Email: [email protected]

The shoes do not fit me, how do I return them?

If your shoes do not fit,or you just do not like them, you can always return them within 30 days from purchase. Make sure the shoes are in the original package, with all the tags intact, unworn and undamaged.

To return, please follow these steps:

The goods, together with the form, should be sent by post to the indicated address.

Once we receive the goods from you, we will contact you by email and inform you about the refund procedure.

When do I get my money back?

Once we receive the goods for return, we will notify you by email.

A credit note will be issued and money will be refunded to you within 7 business days.

The refund will only be processed after we receive the goods from you.

The size/model does not fit me, can I exchange it?

If the size or model you have ordered does not fit you, no problem, you can always exchange them for  another (within 30 days).

To exchange the goods please follow these instructions:

Please send the goods back in the original package, unworn and undamaged, with original tags intact.

Insert the exchange form in the package and send it to the indicated address.

Once we receive the goods, we will notify you via email. Your new order will be delivered to you free of charge.

Have you received the goods I sent you for return/exchange?

The delivery time of the goods back to us depends on the particular carrier you have selected. That's why we cannot tell you with certainty when the goods will come. However, as soon as we receive the goods, we will contact you by email about the refund procedure.

If you believe that the goods should have been delivered already, please contact your carrier first.

You can contact us as follows:

Email: [email protected]

I have changed my mind and no longer want the goods. How can I cancel the order?

If you have changed your mind and for any reason you wish to cancel your order, please contact us by email or by phone and we will cancel your order.

If the order has already been sent by the time you contacted us, we can no longer cancel it. In this case, don't pick up the goods from the courier and the package will reroute back to us after an unsuccessful delivery. The order will be cancelled automatically. Once we receive it, you will be notified about a refund.

E-mail: [email protected]

When do I get my money back for returned goods?

If you follow the exact instructions for returning the goods, once we receive the goods, we will notify you via email. A credit note will be issued shortly after and a refund will be sent to the account provided within the next 7 business days.

A refund can be processed only after we have received your goods back, not earlier. Please wait for our email.

Here you can see the exact instructions for returning the goods:

You can always contact us here:

E-mail: [email protected]

Do you have the shoes I want?

All available models and sizes we have, are listed on the website.

If you do not find the goods you are looking for or a particular size in the selection on our site, unfortunately such goods are not available.

For the future, we can not tell you with certainty when or if such goods will be restocked.

All new goods or additions will be automatically displayed on the site.

In the event that your desired goods are restocked, you will see them  on the website.