Widerrufsrecht
This policy explains how to request a return, exchange or refund for an order placed with our store.
30-day returns
For a change of mind, an incorrect size or a similar preference-related reason, email us within 30 days of receiving your item. Items must be unused, in the condition received, with their original tags, accessories and product packaging. Shoes may be tried on indoors without marking the soles.
Items worn outdoors, washed, altered, damaged or stained after delivery, or missing their original tags or accessories, are not eligible for preference-related returns. These conditions do not limit your rights concerning faulty, damaged or incorrectly supplied goods.
Faulty, damaged or incorrect items
If an item arrives faulty or damaged, or the item, colour, size or quantity differs from your order, contact us with your order number and details of the problem. We may request photographs of the item and packaging to assess the issue. We will arrange an appropriate replacement, refund or other remedy.
We cover the necessary return or replacement shipping costs when the problem results from a faulty item, damage on arrival or our fulfilment error. Our voluntary return window does not remove any mandatory consumer rights.
How to request a return
- Email support@nosnna.shop with your order number, name, item details, colour or size where relevant, and reason for returning.
- We will confirm the return instructions and the correct return address.
- Pack the item securely and follow the instructions provided. Keep your shipping receipt until the return is resolved.
Please contact us before sending an item back. The dispatch address may differ from the return address. If the return destination is in another country, check the shipping costs and any customs requirements before dispatch.
Return shipping and refund amounts
For preference-related returns, including a change of mind or an incorrectly selected size, you arrange and pay the return shipping and any associated return customs charges. For faulty, damaged or incorrectly supplied goods, we cover the necessary return costs and provide instructions.
Approved returns are refunded at the amount actually paid for the returned item. Where standard delivery was free, no original standard shipping charge is deducted. Any entitlement to a refund of paid delivery charges is subject to applicable law.
Exchanges
Tell us the replacement item, colour or size you would like. Exchanges depend on availability. If a suitable replacement is unavailable, we will discuss a refund or another appropriate solution. Any additional cost will be explained before you agree to the arrangement.
Refund method and timing
We will email you after receiving and inspecting your return. Once a refund is approved, we will initiate it to the original payment method within 7–14 business days, excluding weekends and public holidays. The time it takes to appear on your statement depends on your bank or payment provider.
If a refund is missing, first check your account and contact your payment provider about processing times. If it is still unresolved, email us with your order number.
Order changes and cancellations
Contact us as soon as possible with your order number if you need to change or cancel an order. We may be unable to stop an order once preparation has progressed. After dispatch, the return conditions above apply. Any cancellation or reshipping fee will be explained and agreed before it is charged.