1. WHAT IS OUR RETURN POLICY?
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 the products, please send us an email to firstname.lastname@example.org within a 21-day time frame.
In the unlikely case that you have a received a defective product, please contact our customer service and we will come back to you as fast as possible to find a fitting solution.
2. 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 receive the refund to your 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 need 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. Check out our email with the attached return label
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. 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.
There are no returns available for discounted products.