Returns and Refunds

Returns

First Walkers EU offers paid returns to all customers. Our policy lasts 14 days. If 14 days have gone by since your purchase was delivered, unfortunately we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, please email support@firstwalkers.com to receive the instructions.

Please note we cover the cost of return shipping (as per instructions) for up to one return per customer per 12 months. Simply check if you have used this option in the last 12 months prior to the current date and if no, we will be able to assist with it.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at support@firstwalkers.com

Exchanges

In all cases we are happy to provide exchange for an item within 14 days from the day when the item is delivered. Please, send us an email to support@firstwalkers.com to confirm the steps and availability of required model & size.

Faulty Items

This policy applies to products purchased from our website First Walkers EU.

First Walkers EU takes extreme care in ensuring our goods are of the highest quality. However, if for any reason you find a fault with one of our products, we would like to help you resolve the problem.

In assessing a claim for faulty goods, we take into account how much time has passed since you bought the product, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use the product could reasonably be expected to tolerate before the failure becomes noticeable. Please note we do not accept warranty claims if more than 45 days passed from the date the customer received the shoes.

In case if the assessing team decides the shoes are faulty you will be entitled to the following options:

• Exchange or repair if the goods fail to be of acceptable quality and the failure is not a major failure, or
• Exchange or refund of items for major failure or faults

Please be advised you may be requested to return the faulty shoes, or to provide evidence the shoes are destroyed by cutting the shoes uppers. The exact steps will be provided by our Customer Service team when completing the review of a claim.

What does faulty shoe mean?

These are defects that arise in case of violation of the technology for the production of shoes. Items will not be deemed faulty if it is concluded that the damage is due to general wear and tear.