Refund policy

Exchange (different size)

The size doesn’t fit? Then we will exchange your shoes for a different size. Simply email us at support@octavianoshoes.com within 30 days of receipt, stating your order number and the size you would like. We will check whether the size is available and then send you the return instructions.

• Delivery to Germany: The exchange is free of charge. We cover the costs of the return and of shipping the new size. You will receive a free return label from us.
• Delivery to other EU countries: You bear the cost of the return. We cover the shipping of the new size.

If the size you want is currently out of stock, we will reserve it for you and send it to you free of charge as soon as it is available again. If you prefer not to wait, you can return the shoes under our 30-day money-back guarantee. In this case, you bear the cost of the return yourself.

30-day money-back guarantee

You can return your shoes within 30 days of receipt and receive a refund of the purchase price. The guarantee applies to deliveries to Germany and to all other EU countries. You bear the cost of the return yourself.

To start a return, please contact us at: support@octavianoshoes.com. We will then send you the return instructions.

Conditions for exchanges and returns

You may try on the shoes at your leisure, just as you would in a shop. For an exchange or return under our voluntary guarantee, the item must be in its original condition: trying it on is allowed, but the item must not show any signs of use and must be returned in its original packaging. We also need proof of purchase (e.g. the order number).

Please send returns to the following address:
Luca Schmiel Gamarra
trading as: Octaviano Shoes
Wallotstraße 18
01309 Dresden
Germany

Try first, pay later with Klarna

If you choose Klarna at checkout and Pay later (invoice) is available, you receive your shoes first, try them on at home and only pay within the period specified by Klarna. If you send the shoes back, Klarna will adjust the outstanding amount accordingly. Klarna’s terms apply.

Damaged or incorrect items

Please check your order immediately upon receipt. If an item is damaged or defective, or if you have received the wrong item, please contact us. In this case we will, of course, cover the costs of the return and replacement, in Germany and in the EU alike. Your statutory warranty rights remain unaffected.

Exceptions / non-returnable items

Excluded from our voluntary guarantee are, for example:
personalised products
custom-made items
gift cards

For hygiene reasons, the leather care set can only be returned in its unopened, unused packaging.

Also excluded are items damaged by the buyer and items that have been worn. If you have any questions about a specific item, please contact us.

Made-to-measure shoes

Made-to-measure shoes are crafted individually to your foot measurements and are therefore excluded from returns, exchanges and the right of withdrawal (§ 312g (2) no. 1 BGB, German Civil Code). If the fit is not right, our fit guarantee applies: let us know within 14 days of receipt and, as agreed with you, we will adjust your shoes or make a new pair with a corrected fit. Please contact us at: support@octavianoshoes.com

We send the Bespoke Box with the footprint kit free of charge to all delivery countries, and returning the box with the enclosed label is also free of charge.

Information on the right of withdrawal

Independently of our voluntary 30-day guarantee, as a consumer you have the following statutory right of withdrawal. Your statutory rights are not restricted by the guarantee.

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us (Luca Schmiel Gamarra, trading as: Octaviano Shoes, Wallotstraße 18, 01309 Dresden, Germany, email: support@octavianoshoes.com) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or an email). You may use the attached model withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Exclusion of the right of withdrawal

The right of withdrawal does not apply to contracts for the supply of goods which are not prefabricated and for whose production an individual selection or determination by the consumer is decisive, or which are clearly tailored to the personal needs of the consumer (e.g. made-to-measure shoes).

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To Luca Schmiel Gamarra, trading as: Octaviano Shoes, Wallotstraße 18, 01309 Dresden, Germany, email: support@octavianoshoes.com:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)
Ordered on (*)/received on (*)
Name of consumer(s)
Address of consumer(s)
Signature of consumer(s) (only if this form is notified on paper)
Date

(*) Delete as appropriate.

Refunds

Once we have received and inspected your return, we will inform you about the refund. It will be made via the original payment method: for returns under the guarantee within 5 to 10 working days of receiving the return, and for a withdrawal at the latest within the statutory period stated above.