How long will my refund take?

Your credit will be generated once the item has been received and processed by our warehouse and can take up to two weeks.

Which shoe/size is best for me?

We would always recommend visiting your local Brooks stockist for a professional fitting and gait analysis when purchasing a new shoe. You can also review our Shoe Finder for help.

My order confirmation email is telling me the wrong size shoe – why is this?

Our order confirmations show USA sizes.

I think my shoe has developed a fault. What should I do?

In the first instance, please return to the retailer. They will be happy to help further, they can examine the shoe and advise you best. We have a great relationship with our retailers and will always do our best to support them. Please review our Return Center for additional information.

How do I return an item?

By clicking on ‘Order Look-up’ you can use the order number and your email address to generate a returns number. You can then take the package to your local Post Office to be sent back to us free of charge. Please check our Return Center for more information.

How do I exchange my item?

We don’t have an exchange process in place at present. You will need to return the item and re-order on the website.

How long will delivery take?

Usually between 3 – 5 working days, and it will need a signature upon delivery.

What if I haven’t received an order confirmation after payment?

Please contact Customer Service with the email address and name on the order.

How do I track my order?

Please visit www.dhl.de and use the tracking number as it appears in your order confirmation

Can I return my shoes even I have worn them?

Yes, if you ordered your pair of shoes on our website, you have 30 days to return the shoes

Do you offer alternatives to Credit Card or PayPal? For example, can I pay directly to the courier at the delivery or over the phone?

At present, credit card and PayPal via our website are the only methods.



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