Returns
Is the item faulty? Go to claims.
Returns within 14 days
You can return goods within 14 days of delivery.
Please send the products in their original condition – undamaged, unworn and in the original packaging.
Returns outside the EU
Orders from outside the European Union cannot be returned
Unfortunately, we only accept 14-day returns from countries of the European Union.
Return shipments from outside the EU are subject to complex customs procedures, additional fees and high shipping costs. We are therefore currently unable to offer a reliable and reasonably priced return process.
We are working hard to make returns from outside the European Union possible in the future.
Is the item faulty? You can file a claim from any country – how claims work.
FAQ
Who can return an order?
We accept 14-day returns only for orders delivered to countries of the European Union.
How do I return goods?
Use the form above to create a case in Retino and send the goods with a carrier of your choice.
Put a note with the order number and the e-mail address used for the purchase in the parcel.
Ideally pack the goods in the original box and send them according to the instructions.
What condition must the goods be in?
The shoes must be clean, undamaged, unworn and without signs of wear. Only try them on at home and check the soles in particular before packing.
If the goods show signs of use or damage, the refund may be reduced accordingly.
Who pays for return shipping?
Return shipping is paid by the customer. You can choose the carrier yourself.
Where do I send the goods?
Mail Step (Realfoot shoes)
To Čertous 2760/10
193 00 Prague – Horní Počernice
Czech Republic
Phone for returns: +420 602 394 268
Enter it in the carrier's form. The number is not used for any other purpose.
Send the parcel directly to this address. It cannot be sent to a Z-BOX, a Packeta pick-up point or cash on delivery.
Can I exchange the goods?
We do not offer exchanges. If you need a different size or model, return the goods first and then place a new order.
How should I pack the parcel?
Ideally pack the goods in the original box and put it in a protective outer packaging.
Help us protect nature: reuse the packaging your order came in, wrapping paper or a reusable shopping bag. Do not stick the shipping label directly on the shoe box.