WINTER SALE - Up to 60% off on selected styles

FAQ Returns

 What is your return policy?

Online store purchase: We accept the exchange or return of unworn merchandise within 14 days from the date of purchase in original packaging, with all tags attached, and with the original receipt. Shoes that are returned without a box, in a damage box or with marked soles, will not be accepted and will be send back to the customer.

In-store purchase:  Due to the product’s limited editions, all sales are final. We accept the exchange of unworn merchandise at W-21 within 10 days from the date of purchase in original packaging, with all tags attached, and with the original receipt.

We will not accept a return if the goods are purchased on sale or if they show signs of damage not the result of manufacturing fault. This applies to accidental, malicious and other wearer related damage.

Examples of accidental, malicious and wearer related damage include, but are not limited to:

Signs of misuse, excessive wear or inappropriate care.
Abrasion/scuffing damage.
Signs of extreme damage.
Knowingly purchased small/large fitting shoes.
Leather that has been stained.

Please note that items purchased on sale cannot be returned.

 

How can I return an order?

You have 14 days to return your online order after receiving it. Orders must be returned unused and in the original packaging. Return costs are not covered by W-21.

Fill in the return form and add it to the box. If you don’t have the return form, you can download it on our return policy webpage or get in touch with us.

Please ship the package to:

W-21
Wolvenstraat 21
1016EN Amsterdam
The Netherlands

The customer is responsible for the returned items when in transit, therefore we suggest to arrange trackable shipping or to insure the shipment. If the returned items are not shipped using registered mail, W-21 cannot be held liable for missing items.

Once we have received your return, we will do our best to process it quickly.

 

Can I exchange my shoes?

We accept the exchange of unworn merchandise in original packaging, with all tags attached, and with the original receipt.

We will not accept an exchange if the goods are purchased on sale or if they show signs of damage not the result of manufacturing fault. This applies to accidental, malicious and other wearer related damage.

Examples of accidental, malicious and wearer related damage include, but are not limited to:

Signs of misuse, excessive wear or inappropriate care.
Abrasion/scuffing damage.
Signs of extreme damage.
Knowingly purchased small/large fitting shoes.
Leather that has been stained.

You will be able to either exchange the items or receive a gift card or store credit for the same value.

Please note that items purchased on sale cannot be exchanged.

 

What are the costs to return an item?

The costs of the return differ based on the shipping company and country that you ship it from. Please check with your local post office for the price.

We strongly recommend that every item is returned using registered mail. If the return is not shipped using registered mail, W-21 cannot be held liable for missing items.

Please note that return shipments are at the customer’s own expense.

 

Did you receive my return?

Once we have received your shipment, we will process the return as soon as possible. It takes a maximum of 14 days to process the refund. We will send you an email once this is finished.