We want to make sure that your return process is as easy and comfortable as possible for you. Therefore, feel free to reach out to us at anytime, we are always happy to support you.

We accept returns from unworn items in their original packaging, purchased exclusively from our website thecanoshoe.com. In order to make use of your right to return or exchange the products, just submit a request here within 21 days after receiving your purchase.

In the unlikely case that you have a received a defective product, please contact our customer service and we will get back to you as soon as possible to find a fitting solution.

*Please note that due to hygiene reasons and your protection, we do not offer exchanges or returns on earrings.

WHAT IS THE "SUPPORTING RETURN FEE"?

After realizing the enviromental impact and high costs generated by the shipping and procesing of the returns we are commited to reducing them. And for that we have implemented a Supporting Return Fee (SRF) and focused on providing all the necessary and clear product information for our customers to select the perfect pair. With the SRF we will be able to cushion all the extra costs generated.

- The SRF of 6€ will be deducted from orders inside Germany, from the amount to be refunded to the original payment method.

- Orders from Germany will be provided with a pre-paid shipping label on request.

- The SRF doesn't apply for exchanges.

I WANT TO RETURN AN ITEM. HOW CAN I DO THIS?

Please follow the steps below and if you return your item(s) within the 21 day time frame after the arrival of your purchase, you will be able to exchange the product or receive the refund to the original payment method.

STEP 1: RETURN REQUEST

In order to submit a return request you will need the following information:

1. Order Details (Name, Order Number) and select which items you would like to return.

2. Select the reason for the return request and repeat this for every item you would like to return within your order.

3. Include photos of the item(s) you wish to return.

STEP 2: RECEIVE A SHIPPING LABEL

a. Returns

- Orders from Germany will be provided with a pre-paid shipping label sent via email after accepting the return request. The shipping label is covered by the SRF, which will be deducted from the refund amount after receiving the goods.

- Orders from the rest of the world, shipping labels and costs for returning the products will be covered by the customer (SRF will not be applied).

*Returns of final sale and B-stock items are allowed for an aditional fee of €8.

b. Exchanges are free of the Supporting Return Fee (SRF)

- Orders from Germany will be provided with a pre-paid shipping label for free (only for the 1st exchange request, after that the SRF will apply as well).
- Orders from the rest of the world, shipping labels and costs for returning the products will be covered by the customer.

STEP 3: PACK AND SHIP THE ITEM(S) BACK TO CANO

1. Include any items you are returning in their unused condition, in the original CANO shipment box (or any plain, unmarked cardboard box).

2. Place and tape the shipping label to the box, remove any old shipping labels and seal your box completely.

3. Drop your box off at the authorized shipping center.

*EXPRESS Shipping

we do not refund priority, express, or courier delivery charges where these are available.

We will process your request after we have received the products back from you. We may make a deduction from the refund for any loss in value of the products if this is caused by unnecessary handling of them by you beyond what is necessary to establish their nature and characteristics.

Please feel free to reach out in case of having any questions regarding the process.

Sincerely,

The CANO team