Frequently asked questions
Where is my order?
You'll get a tracking link by email the moment your order ships. Haven't received it? Get in touch below and we'll check it for you.
How much does shipping cost?
Shipping is free across Europe on every order, with tracked delivery included. Returns are free within the EU.
How long will my order take?
Belgium, the Netherlands and Luxembourg: next business day when ordered before 15:00 (CET) on a business day. Germany, Austria and Switzerland: 1–2 business days. Rest of the EU: 3–5 business days. You'll see your estimate on the product page.
Do you ship outside Europe?
We currently ship across Europe. Returns are free within the EU; returns from outside the EU are at your own cost. For other regions, message us below and we'll let you know what's possible.
How do I choose my size?
Order your normal EU shoe size. Between sizes? Size down for the best fit — for example, if you wear a 42 or a 43, choose EU 42.
Can I return used insoles?
Yes. The 30-day trial covers worn insoles — try them in real life, and if they're not for you, send them back for a full refund.
How do I start a return?
Head to our shipping & returns page and follow the three steps there, or message us below with your order number and we'll sort it out.
What payment methods do you accept?
All major cards, plus the payment options shown at checkout for your region — including pay-in-installments where available.
Is my payment secure?
Yes. All payments are processed through Shopify's secure checkout — we never see or store your card details.
Can I change or cancel my order?
If your order hasn't shipped yet, message us as soon as possible and we'll do our best to change or cancel it. Once it's dispatched, it'll need to go through the normal return process instead.