Returning an item has never been easier

Registering a return is quick and simple. We will refund your money within 10 business days of the returned item being accepted at our warehouse.

• You will receive a return code and instructions by email.
• The code is valid for 7 days.
• You can drop the parcel off at any Omniva parcel locker.

When will I get my refund?

We will notify you by separate email once your returned item has been accepted at our warehouse. Your money will be refunded to your bank account within 10 business days from the date you receive that email.

If you chose to pay in cash or by card on collection, the €0.99 fee paid is non-refundable.

How should I pack the parcel?

Pack the item so that neither the item nor its original packaging is damaged in transit.

If you reuse the packaging your order arrived in, be sure to remove the previous shipping label.

Can I return several items in one parcel?

Yes. If you are returning several items, you can pack them into one parcel and use a single return code.

Can I exchange an item?

Exchanges are not available. If you would like a different size or model, please return the item and place a new order.

Return conditions

The item you return must be:

An item that does not meet these conditions may be refused and returned to you.

Return didn't go through?

If your return code has expired, the locker door closed before you finished, or you were unable to complete the return at the locker, you can register a new return through Omniva self-service.

Create a new return

I can't find my order

Please check that you are using the same email address the order was placed with, and the correct order number.

I didn't receive an order confirmation email

Please check the Spam and Promotions folders in your inbox. If you cannot find the email, an incorrect address may have been entered when the order was placed — contact our customer service team and we will help.

I received a defective item. What should I do?

Find your order, select the item you want to return, and choose “Defective” as the return reason. Please describe the defect you noticed as precisely as possible.

I bought the item more than 1 year ago. How do I report a defect?

In this case, please contact our customer service team by email at klienti@open24.lv and provide:

• a detailed description of the problem;
• photographs clearly showing the defect;
• at least one photograph showing the whole item.

How long does a defect claim take?

Registering a defect and carrying out the assessment usually takes up to 10 business days from the date the item arrives at our warehouse.

When does the quality warranty not apply?

• Mechanical damage — for example torn straps, laces or other decorative parts, tears in solid materials, damage to textiles and similar.
• Natural wear and tear — for example a worn-down sole, a change in the shape of the footwear, faded colours.
• Changes caused by improper care of the item — for example staining from dirt, changes in the structure of the material.
• Flashing LED components.
• Insoles, heel inserts and laces.

Hook-and-loop fastening tape carries a 12-month warranty.