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FAQ
Exchanges and Returns
You can request a change or cancellation of an order by contacting our customer service.
Please have your 6-digit order number preceded by a hashtag, which you can find in your order confirmation email, and then contact us by email at [email protected].
If you change an order and the price changes, you will be asked to pay the difference. Conversely, we will refund any overpayment
You can ask to exchange your order within 14 calendar days of receiving it. To do so, we invite you to visit our returns portal and make sure you respect the conditions for returns and exchanges.
Click here to access the return portal.
We will exchange your order provided that the product has not been worn and is returned in its original packaging and with all its accessories. The seal must not be removed.
Following your request on our returns portal, you will receive by e-mail your stamped return slip as well as a return slip to put in your parcel.
Once the return has been received and processed, our customer service department will send you a credit note by e-mail for the value of the original order (excluding shipping costs), to be used within 12 months of receipt.
Return shipping costs for European countries are 10,90€ and 7,90€ for Greece. These costs will be directly deducted from the amount of your refund/exchange once your return is processed by our services.
Note: Returns and exchanges are not accepted on the Cleaning Kit and socks.
We will refund your order provided that the product has not been worn and is returned in its original packaging and with all its accessories. The seal must not be removed.
Following your return request, you will receive a stamped returns slip by e-mail, as well as a returns slip to include in your parcel.
Once the return has been received and processed, the refund will be made within 24 to 48 hours using the same method of payment as was used for the original order.
Return shipping costs for European countries are 10,90€ and 7,90€ for Greece. These costs will be directly deducted from the amount of your refund/exchange once your return is processed by our services.
If your return is refused by our team, you will be able to get your product back. However, you will be charged a 10-euro shipping fee
To find out more about our returns policy, please visit this page.
Once received in our premises, the products sent by our partner retailers are checked by our team before being sent to you. If the product perfectly meets our requirements, we add a Wethenew seal.
We add one seal per product: if the product is a pair of sneakers, there will be one seal on one foot. This seal ensures that the product has been checked and sent by our team. In case of a return, it also ensures that the product is the one we sent you.
You should not remove the seal until you are absolutely sure that you are not returning the product, otherwise your return request will be refused.
If you have received a defective product or one that is different from the one you ordered, do not make a return request via the returns portal. We invite you to contact us using the request form by clicking here.
Our team will tell you how to return the product you received.
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