I WOULD LIKE TO MAKE A RETURN

You have 30 days to return your goods when shopping online at SHOETHEBEAR.CO.UK. Your return right starts at the receipt of the goods. If you wish to change the item or return the item, you must complete the return note and follow instructions. Note that your invoice must be on the front side of the return parcel for a swift handling at customs. If you would like a new item, you must submit a new order.

Upon return, drop the parcel off at the nearest post office and write down your tracking number. Please note that the return shipping costs will not be reimbursed and parcels must be send to the warehouse return adress, never to parcel shops, it is not possible for us to pick-up return packages at a parcel shop. 

Please return the package in the same condition as you received it in. This means it is not acceptable to return in the shoebox, it must be shipped in a second carton. Please enclose your receipt and the completed return form.


How to make a return: 

1. All international returns must be sent to the following address.  Customers from United States must return to a different address (please go to our US site)

Shoe The Bear 
Michael Drewsensvej 22
8270 Højbjerg
Denmark
Att. Return / Shoe The Bear

(Write "RETURN PARCEL / WEBSHOP" on the parcel)

Note: We do not accept any liability for the return package before it is in our possession.

2
. Drop the return parcel in your local postal office.

3. Once we have received the parcel and reviewed for its content, the amount will be credited to the account used for the purchase.  
WHEN CAN I EXPECT THE REFUND?

Once we have received your return parcel, the refund process will take place within 3 business days. We will check the parcel for its contents and refund you the full amount you have paid to us upon purchase (excluding the shipping cost). The amount is always transferred to the same account as you used for the purchase. Please note that refunds can take up to 14 business days to show in your account due to varying processing times between payment providers, we therefore kindly ask for your patience.

Please note that the return shipping costs will not be reimbursed. Returns are however currently free of charge for customers in Denmark and Germany. 

IMPORTANT

You may lose your purchase amount, in whole or in part. This happens if the product is impaired because:

- You have actually taken the goods in use
- It has been damaged while you were responsible for it
- You have handled the goods otherwise than was necessary in order for you to determine the nature, characteristics and the way they operate
- You have not followed the restrictions on the right of withdrawal resulting from sealing, product type etc.

If you experience any delay in the handeling of your refund, please do turn to our customerservice team, who are standing by to help with custom issues or other inquieries regrading the refund.
I WANT TO MAKE AN EXCHANGE

If you want to exchange your item to another size or color, we kindly ask you to place a new order here on the website, which will be sent to you as soon as possible. As soon as we receive your return parcel, we will credit the full amount to the credit card used for the purchase.

I WOULD LIKE TO SUBMIT A CLAIM

Your purchase is covered by the Danish Sale of Goods Act, including lack rules. This means, that the consumer has 24 months warranty, that you can either have a faulty product repaired or replaced, refund or reduction in price, depending on the specific situation. Of course, it is a requirement that the complaint is justified and that the defect is not caused by an incorrect use of the product or other injurious behavior.

In January 2016 a new legislation in relation to the Consumer Complaints Act was adopted. We strongly suggest you to contact us in advance to solve any complaints, but in case there is a dispute we can't solve. We refer to the EU commission's home page - Online Dispute Resolution http://ec.europa.eu/consumers/odr/

Should you have any complaints regarding missing, wrong or damaged items, please submit a claim through the below link:

We kindly ask you to provide us with your documentation of the purchase, together with pictures and a short description of the claim cause when you submit the claim. This will shorten the process of handling the claim.
Our customerservice team will get back to you as soon as possible with a conclusion and instructions on how to proceed.

You must complain within "reasonable time" after you have discovered the defect. We recommend that you contact us as soon as possible, and within 2 months after the defect was discovered.