Return
Contrary to expectations, you are not satisfied with your new shoes and would like to return them? No problem. You will not incur any return costs as long as the return value is more than 40.00 euros. We recommend that you use our return label.
Alternatively, you can conveniently return your goods in one of our stores. Our colleagues there will be happy to accept them and will of course be available to provide you with personal advice if required. Find a store near you here: Henry Stevens Stores
How can I return the shoes?
If you want to return an order, simply use the enclosed return label. Our exchange guarantee allows you to return your shoes to us within 14 days without any problems. A note: Please try the shoes on on soft surfaces and do not remove the label. A full refund of the purchase price will only be made if the shoes are returned in new condition and in the original packaging.
Step 1: Packaging
We recommend that you return the shoes in the original shoe box, as this guarantees that the shoes will be stored properly. To do this, please place the shoes in the enclosed shoe bag and then, if possible, place the shoe box in a standard shipping box.
Step 2: Return label
To conveniently send the return with a return label, you will find a link to the relevant returns portal in your shipping confirmation email. There you can simply create and print a return label. If you no longer have the shipping confirmation email, you can create a return label using the following link:
DHL returns portal
After you have printed the return label, please attach it in a clearly visible place on the largest surface of the shipping box.
Step 3: Return form
Please fill out the enclosed returns form that was included in your shipment. There you have the opportunity to indicate any defects or requests for an exchange or refund of your order. Filling out the returns form will speed up the processing of the return.
Step 4: Processing the return
If you hand in your return at a post office, you do not have to pay any postage costs as long as the value of the returned goods is more than 40.00 euros. If the value of the returned goods is up to 40.00 euros, you will bear the transport costs. The costs incurred will be offset against the value of the goods. In the case of "unpaid" or self-stamped packages - which do not have our return label - you will also bear the additional costs incurred.
Step 5: Processing the return
As soon as we have received and checked the return, we will process your exchange request as quickly as possible. Depending on availability, we will send you the new shoes. If your desired model is not currently available in your size, we will contact you immediately. In the event of a refund, the time of the refund may vary depending on the payment option. For refunds via credit card, you will usually find the booking on the credit card statement for the following month. We have no influence on the billing date of your statement.
Please note: Steps 1-4 are not a prerequisite for the effective exercise of the right of withdrawal.
If you have any questions, please contact our customer service at the following email address: service@henry-stevens.com
Return address
Wolfener Str. 32/34
Building 12 / Entrance I
12681 Berlin
