Not the right size?
We offer returns & exchanges on full price orders within 14 days of delivery.
Fill out the return form
Please gather all information needed so we can identify your order easily.
You will receive the instructions
After we receive your information we will send you the instructions for your return. Please note this can take 1-2 business days.
Your return is processed
After we receive your product, we will analyse its conditions and will process a refund, exchange or store credit.
Return an item
General Return Information
Orders placed on Von-Röutte online store may be returned within 14 days of delivery. Returned items must be unworn, unmarked, unwashed and with all packaging. Please note that shoe boxes, dust bags and stuffing are considered part of the product and must be included when returning your order. We recommend and encourage customers to try shoes on carpet to ensure that dirt is not collected on the sole.
• Full priced items may be returned for an exchange, credit note with no expiry date or full refund (excluding original shipping costs).
• Sale and Discounted Items can be returned for an exchange or credit note with no expiry date. Sale items are not eligible for a refund, unless deemed faulty. Once the items have been received they will undergo a quality review.
Once cleared, you will either receive your new item (for exchanges) or refund on the cost at the purchase price (excluding the original shipping cost) directly to the original method of payment used for purchase. Returns that are damaged, show signs of wear or do not have their original tags or packaging may not be accepted and may be sent back to the customer.
After submitting your return request, you will be given the return address to send this back to us.
We suggest opting for a tracked service with signature on delivery when returning your item, as Von-Röutte is not liable for any lost or stolen parcels.
For international customers we strongly advise that you check with your local post office for estimated return costs prior to purchase.
Domestic Exchanges: we will cover the cost of shipping the exchange item to you.
International Exchanges: customers will be charged to cover the cost of shipping the exchange item to you.
We aim to provide our customers with products of the highest standard and quality. If you have received an item with a defect please notify on email@example.com. Please provide us with a brief description and upload a photo or two showing the fault of damage. Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Von-Röutte will repair, exchange, credit or refund and item that is deemed faulty of defective. Before and item can be deemed faulty it must be assessed by Von-Röutte. Please note that items that are damaged as a result of wear and tear, incorrect care or mistreat are not considered to be faulty.
Please note we only accept items purchased through Von-Röutte stores. If you have purchased your item from a Von-Röutte stockist, please contact the store where you purchased them from for further assistance.
All refunds will be credited to the payment method used to make the original order. Please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary between card issuers and unfortunately we are unable to influence this.
Afterpay purchases returned for a refund online will be refunded back through Afterpay. In cases where only part of an order is returned for a refund, Afterpay will automatically update your payment plan.
If you have received an item different to the one you ordered, please immediately contact us at firstname.lastname@example.org.
We will issue a credit note with the value of your return via email. Credit notes have no expiry date and will include a voucher number to be redeemed online at checkout. Please note credit notes are not refundable or redeemable for cash.