Return conditions for private customers (consumers)

Your statutory right of withdrawal is in no way restricted by our return conditions. You can find details of the statutory right of withdrawal HERE.

How returns work

Returns are free of charge for orders with a delivery address in Germany. After receipt of the goods, you have 14 days to return your order or parts thereof to us or to notify us of your return in writing (by email).

Free returns for deliveries within Germany:

A returns label for a free return is enclosed with your package.
Please remove or cover the old label of the initial shipment.
Please fill out the enclosed return form and enclose it with the package.
All details regarding the return shipment can be found on the "Return information" flyer enclosed with your parcel.

Returns for deliveries outside Germany:

Please ensure that the package is sufficiently stamped.

Send the package to:

Crazy-Heels
Stengerstraße 11
97084 Würzburg
Germany
All details regarding the return shipment can be found on the "Return information" flyer enclosed with your parcel.

Replacements

We offer easy replacements for deliveries within Germany. Please understand that a replacement for a different size of a discounted item is only possible if the replacement item is available in stock at the same price. If this is not the case or if a replacement is not possible for other reasons, we will inform you of this and ask you to place a new order.

Note the following when returning an item:

Items must be returned in the condition in which you received them. This means that all items must be new and unused as well as complete (including clothing bags, detachable accessories or attachments, replacement parts, etc.) when they are returned.
Please try on items as you would in a store. For example, this means that you should not try on shoes outside. We recommend a carpeted area to protect the soles when trying on shoes.
The shoe box is part of the product and should remain intact. Place the shoe box in a larger shipping box to avoid damage (e.g. from glued shipping labels).
For hygiene reasons, always wear underwear when trying on clothing. Briefs and bodysuits should always be tried on over your underwear.
Brand labels and stickers should remain on or with the product when you return it. In addition, all goods should be returned in their original packaging.
Items with impurities (make-up, deodorant, etc.) require extensive cleaning. In such cases, we reserve the right to deduct a corresponding compensation.
To avoid damage, we ask that you use the enclosed packaging materials properly, the same way they were used when you received the goods. This applies in particular to sensitive surfaces/materials (e.g. damage to shoe finish caused by buckles and clasps).

Items not eligible for return:

Items that are not eligible for return for health protection or hygiene reasons after the seal has been broken/removed upon delivery.
Articles that have been custom-made to order, provided they are not defective or damaged.
Articles beyond our online product range that are ordered from the manufacturer at the customer's request.

Refunds

As soon as we have received and processed your return, the refund will usually be made within 7 days and will be confirmed to you by an automated email. The refund will be made using the original payment method. In the case of credit card payments, the processing speed depends on the billing period of your credit card provider.

Unintended returns

We can only accept returns and issue refunds for items that were purchased from Crazy-heels.com. When returning an item, please be sure to include the correct item in its entirety.
If you have sent us the wrong item by mistake, please contact our customer support team as soon as possible, as we do not keep items sent to us by mistake. No refund or free return shipping will be provided for incorrect items.

Crazy-Heels gift vouchers

Crazy-Heels gift vouchers cannot be returned. However, a cancellation of voucher orders can be made by our customer support if the gift voucher has not yet been redeemed.