Returns and refunds

1. When you can report a problem

You can report a problem for 3 days after the shop ships your order, as long as you haven't confirmed it arrived. Open the order in your account and tap Report a problem. If it hasn't arrived, you can say so from a day after it shipped (a Lalamove rider usually delivers the same day).

• Once you tap I received it, or 3 days pass after it ships without you reporting a problem (the order is then marked as received by itself), the order is finished and can't be returned here. So check your pair as soon as it arrives.
• There is one request per order. If you take it back, you can't open another for the same order.
• Pairs sold on consignment, shop-to-shop (B2B) deals and custom jobs from an artist are handled separately and can't be returned here yet.

2. What you can report

• It never arrived. You can say this once a day has passed since the shop shipped it. No photo is needed.
• Not as described — the condition, color or details don't match the listing.
• Wrong pair or size.
• It arrived damaged.
• You think it isn't authentic.
• Something else is wrong with the order.

3. What to send us

Choose what went wrong, write what happened in a few sentences (at least 20 characters), and add up to 5 photos. A clear photo of the problem is needed for everything except “it never arrived”. Photos of the box, the label and the tags help.

4. What happens next

• The shop's payment is put on hold. It isn't paid for this order until the request is settled, so you don't lose anything by asking.
• The shop has 3 days to answer. It can agree, or say no and explain why. If it doesn't answer, our team decides.
• If the shop says no, our team reads both sides and the photos, and either approves the refund or rejects the request. A rejection always comes with a reason that you and the shop can read.
• If a refund is agreed, you send the pair back to the address you're given within 5 days and add the courier and tracking number. The shop confirms it arrived. If your pair never arrived, there is nothing to send back.
• We then send your money back by hand and record it, and the request shows Refunded. It can take a few days to show up in your account.

5. If nobody answers

Nobody is left waiting forever. If the shop doesn't answer in 3 days, our team decides. If a shop doesn't confirm a returned pair within 5 days of you sending it, it counts as received and you are refunded. If you don't send the pair back within 5 days of a refund being agreed, the request closes with no refund and the order goes on.

6. How much you get back

The full amount you paid for the order, including delivery and the buyer protection fee. Partial refunds aren't available yet. We send it back through Maya once the request is settled; how long it takes to reach you depends on Maya and your bank or wallet.

7. Changing your mind

We don't take returns because you changed your mind, ordered the wrong size or found it cheaper somewhere else. Check the size, condition and photos before you pay, and ask the shop if you're not sure (Message the shop on the pair's page).

8. Your rights under the law

These steps are how we handle problems on Shoe F.R.E.A.K.K. They don't take away the rights the Consumer Act and the Internet Transactions Act give you for a pair that is defective, not as described, fake or never delivered. A request is never turned down just because we didn't inspect the pair ourselves.

9. A payment you didn't make

If a payment you don't recognise shows up, tell Maya (or your bank) and email us at once with the order number. Maya's own dispute process may run alongside ours. Never send your password, codes or PIN to anyone, including us.

10. If you're not happy with the outcome

Email us with the order number and why. A person on our team looks at it again. If we still can't settle it, you can go to the Department of Trade and Industry, which handles consumer complaints, or to the courts.

11. If you're a seller

• You see return requests under Returns in your shop workspace, and you're told the moment one is sent.
• You can agree (and say where the pair should be sent) or say no with a reason. Answer within 3 days.
• When a returned pair arrives, tap The pair arrived so the buyer can be refunded. An order with a refund isn't paid out to you.
• If our team decides in your favour, the order goes on and you're paid when it's delivered.