RETURNS & EXCHANGES


OUR CAREFREE RETURNS & EXCHANGES PROCESS

  • GERMANY
  • REST OF THE WORLD

1. FREE SHIPPING OVER 50€

2. RECEIVE AND TRY ON

3. RETURN FOR FREE

4. GET REFUND OR EXCHANGE

1. FREE SHIPPING OVER 150€

2. RECEIVE AND TRY ON

3. SEND BACK TO US

4. GET REFUND OR EXCHANGE

  • GERMANY
  • REST OF THE WORLD

1. FREE SHIPPING

OVER 50€

2. RECEIVE AND

TRY ON

3. RETURN

FOR FREE

4. GET REFUND

OR EXCHANGE

1. FREE SHIPPING

OVER 150€

2. RECEIVE AND

TRY ON

3. SEND BACK

TO US

4. GET REFUND

OR EXCHANGE

  • GERMANY
  • REST OF THE WORLD

1. FREE SHIPPING

OVER 50€

2. RECEIVE AND

TRY ON

3. RETURN

FOR FREE

4. GET REFUND

OR EXCHANGE

1. FREE SHIPPING

OVER 150€

2. RECEIVE AND

TRY ON

3. SEND BACK

TO US

4. GET REFUND

OR EXCHANGE

OUR RETURN POLICY  

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

We accept unworn products 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.

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

Need to return an item? No problem! We’ll guide you through this simple process. If you 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

Submit a return request here. You will need the following information:

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

2. Tell us why you want to return the item. 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 THE SHIPPING LABEL IF YOU ARE IN GERMANY

1. If you are eligible for a free shipping label, you will receive via email it after your return request gets accepted.

2. Download and print your shipping label.

Please note that if you live in Germany, we will cover the shipping costs for returning the products of your first order with us. If an already exchanged product has to be returned, the expenses for returning the shoes have to be covered by the customer. If you live outside of Germany, shipping costs for returning the products have to be covered by the customer too.

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

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

To send the products back to us, please follow the following steps.

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

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

3. Drop your box off at any authorized DHL shipping center.

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