Returns
Hassle-Free Returns!
Returns: With Blue Heeler, you’re risk-free! If you’re not fully satisfied with our products, our exchange guarantee lets you return your shoes at no cost within 14 days.
Legal Guarantee
Under EU consumer law, if the products you purchase are defective or do not match the description, the seller is obliged to repair or replace them free of charge. If repair or replacement is not possible, or cannot be done within a reasonable time without causing significant inconvenience, you are entitled to a full or partial refund
You are always entitled to a minimum 2-year guarantee starting from the date you receive the goods. Some countries may offer additional protection beyond this.
If a defect appears within the first year after delivery, it is assumed the defect existed at the time of delivery, so you do not have to prove it. In certain EU countries, this period of “reversed burden of proof” can extend to 2 years.
Please note that items purchased from private individuals are not covered by this guarantee.
Commercial Guarantees (Optional Warranty)
Retailers or manufacturers may also offer a commercial guarantee (warranty) which can provide extra protection, but it cannot replace or reduce your statutory 2-year rights. The terms of any commercial guarantee must be clearly stated, and if these terms are less favorable than the statutory rights, the statutory rights always take precedence.
What do I need to know about returns?
For easy returns, we recommend using our return label, which you can either:
- Print from the package provided upon delivery or
- Generate through the Blue Heeler returns portal.
Please ensure the withdrawal form is included in the package.
Important reminder when trying on shoes:
Please test the shoes on a soft surface to avoid damaging the soles. Keep all labels attached until you’re certain you want to keep the shoes. A full refund will only be given if the shoes are returned in new, undamaged condition. If possible, use the original packaging without removing any adhesive.
Here’s a rephrased version:
Step 1: Packaging
We suggest returning the shoes in their original, intact packaging to ensure proper protection during shipping. Alternatively, you can use a standard shipping box with adequate padding.
Step 2: Return Label
If you received a printed return label with your package, please use it.
If not, you can generate and print one through the Blue Heeler returns portal.
Step 3: Complete the Withdrawal Form
Filling out the withdrawal form helps expedite the return process.
Please complete the form included in your package to provide details such as defects or exchange requests.
Alternatively, registered customers can generate and print the form again by going to ‘My Account’ > Orders, selecting the relevant order, and clicking the ‘Download Withdrawal Form’ button.
Guest customers can download the form here.
Step 4: Shipping
If you use our return label to return your parcel at a post office, no postage is required—simply drop off the package.
For ‘freight collect’ or self-paid returns without our return label, any additional costs will be your responsibility.
In the case of »unpaid« or self-stamped packages – which do not have our return label – you will also bear the additional costs incurred.
Step 5: Processing Your Return
Once we receive and inspect your return, we’ll process your exchange request as quickly as possible. If the replacement shoes are in stock, we’ll ship them to you right away. If your size is unavailable, we’ll contact you promptly. For refunds, the timing may vary depending on the payment method. Credit card refunds typically appear on the following month’s statement, though we have no control over the billing cycle.
Please note: Steps 1-4 are not mandatory for exercising your right of withdrawal effectively.
Have Questions?
If you have any questions, please email our customer service team at service@blue-heeler.shoes or call us at +49 4208-8285280.
Returns Address:
Blue Heeler Europe
Dept. RETURNS
Eickedorfer Str. 1A,
28879, Grasberg,
Lower Saxony, Germany
