SHIPPING

You package will be sent via DHL.

We try to process your order as quickly as possible and dispatch it to DHL within 48 hours at the latest (calculated from the first working day following your order). Once processed, the standard DHL delivery time is usually another 1–2 working days within Germany, 3–6 working days within Europe. Please note that we have no influence on DHL delivery times.

Delivery is free of charge to all EU countries.

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

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