Exchanges, returns & complaints: Are you unhappy with your delivery?

Exchanges, returns and complaints at Doghammer

Doesn’t fit? Don’t like it? Is something broken? No problem. Whether you need a different size, have changed your mind about the item, or need something repaired – we’ll work together to find a good solution. Here you can find out how exchanges, returns and complaints work at Doghammer.

1. Click here for exchanges
2. Click here for returns
3. Click here for complaints

👟 Exchanges – quick and easy

Would you like your shoes in a different size or colour? Simply log in to your customer account -> Click on ‘Orders’ -> Select the relevant order -> Tick the item you wish to exchange and select a reason (e.g. exchange for a different size) -> You’ll then receive a DHL return label and a returns slip -> Hand the parcel in at DHL. Haven’t created a customer account yet? No problem – click here to go to our returns portal (order number and email address required).

Here’s an even quicker way:

1. Reorder the size or colour you want directly from the online shop.
   
2. Register the return of the shoes that don’t fit via the returns portal.

That way, we’ll dispatch your new pair straight away – without waiting for your return to reach us.

Important:

• Partial returns or exchanges are free of charge for you.
• For a full return, we charge €5.00 for the DHL returns label. Alternatively, you can organise the postage yourself.
• Return labels can only be issued for delivery addresses within Germany.

📦 Returns or partial returns – fair and simple

You can return unworn shoes within 14 days. Please arrange your return via your customer account  -> Click on ‘Orders’ -> Select the relevant order -> Tick the item you wish to return and select a reason (e.g. ‘Doesn’t fit’) -> You will then receive a DHL return label and a return form -> Hand in your return at DHL. Haven’t created a customer account yet? No problem – click here to go to our returns portal (order number and email address required).

Germany

1. Register exchanges or returns via your customer account under ‘Orders’ or via the returns portal.
2. Print out the returns slip (please place it in the parcel) and use the DHL returns label.
3. We usually process your return within 7–10 working days.

Austria

1. Register your exchange or return in your customer account under ‘Orders’ or via the returns portal.
2. Place the returns slip in the parcel.
3. Send the parcel to:
   Cartias / Doghammer Warehouse
   , Kolbermoorer Straße 18a
   , 83026 Rosenheim
   , Germany

Europe (outside Germany/Austria)

1. Register your exchange or return in your customer account under ‘Orders’ or via the returns portal.
2. Place the returns slip inside the parcel.
3. Send the parcel to:
   Cartias / Doghammer Warehouse
   , Kolbermoorer Straße 18a
   , 83026 Rosenheim
   , Germany

💸 Note on return costs

If you return your entire order and use our DHL returns label, we will deduct €5.00 from your refund. This covers only part of our actual costs:

If, as a result of a partial return, your order falls below the free delivery threshold of €50, we will charge you for the delivery costs.

🔧 Complaints – working together towards a sustainable solution

Has something gone wrong with your Doghammer shoe? If so, please contact us directly by email at [email protected]. To help us sort this out quickly and easily, we’ll need a few details from you:

• a photo of the whole shoe
• one or more photos of the affected area

With these photos, we can assess – in the spirit of sustainability – whether we can repair the shoe here in our workshop. This way, we avoid unnecessary waste and give your Doghammer a new lease of life. 💚

Please note: We can only assess your enquiry and provide you with appropriate feedback if you send us the photos. We’ll get back to you as soon as possible.

Häufig gestellte Fragen und Antwort zum Umtausch, Rückgabe, Reklamation