You can quickly and easily return items via our returns portal:
→ Go to our returns portal
Enter your email address and order number and select the products you wish to return. You will then receive a return label to print yourself or a QR code to show at a parcel shop near you.
Pack and ship your return as usual—as soon as the return package reaches our warehouse, you will receive a refund from us shortly.
You can return products up to 14 days after receiving them.
You can easily request a return label yourself via our returns portal:
→ Go to our returns portal
To do this, you will need your email address and your order number. Then select the products you wish to return. You will then receive a return label to print yourself or a QR code to show at the parcel shop.
We cover the costs for returns from Germany.
The postage for returns from abroad is to be paid by the buyer.
If your shoes do not fit, you have the option of exchanging them for a different size. Please note: Exchanges are only possible for available sizes and colors of the same product. You can exchange products up to 14 days after receiving them. Please note that we can only exchange unworn products. It is therefore best to try on the size you ordered at home, for example in your living room.
You can make an exchange via the returns portal:
→ Go to our returns portal
You will need your email address and order number. The portal will guide you through the process and allow you to select the desired (new) size. You will also receive a return label to return the products that don’t fit free of charge. As soon as your return has been received at our warehouse, we will send you the new package with the size you requested.
Returns and exchanges are possible up to 14 days after receipt.
You can do both quickly and easily via our returns portal.
→ Go to our returns portal
We will refund the purchase amount as soon as your return has arrived at our warehouse and has been processed and inspected. This usually takes 7–10 business days (depending on the current volume of returns).
Once we’ve initiated the refund, you’ll receive a confirmation email from us. It usually takes 2–5 business days for the money to reach you via your initial payment method. Thank you for your patience!
If you have any problems with a product, you can submit a complaint via the returns portal. There, we'll ask you to briefly describe the reason for the complaint and upload a photo.
→ Go to our returns portal
Once you have submitted your complaint, our customer service team will contact you promptly to find a suitable solution together with you. You can reach our customer service team by email at: info@truemotion.run
