Refund Policy

Refund Policy

At Toubkal Footwear, we are committed to providing you with an exceptional shopping experience. If you are not satisfied with your purchase, you may return it under certain conditions. Please read our return policy carefully.

Applicable Law

This right of return is governed by Dutch law (Article 6:230o of the Dutch Civil Code). By purchasing from Toubkal Footwear, you agree that all transactions and disputes are subject to the laws of the Netherlands. This also applies to returns and refunds, regardless of the country of delivery.

However, we strive to accommodate the needs of our international customers and ensure a smooth handling of returns and exchanges.

Return Conditions

Under Dutch law, you have the right to withdraw from the purchase agreement within 30 days of receiving your order. However, certain items are excluded from exchange or return for hygiene and condition reasons.

Items that can be returned:
Products in their original, unused condition. All labels, accessories, and original packaging must be intact.

Items that cannot be returned:
Footwear that has been worn outdoors or shows signs of use (e.g. marked soles, dirt, creasing from wear) cannot be returned.
If footwear is returned worn or showing signs of use, no refund or credit will be issued.

Order Cancellation and Returns

Orders can be cancelled within 24 hours of placing the order, provided the order has not yet been processed or shipped.
After this 24-hour period, the order is automatically released for processing and shipped.
Once an order has been processed or shipped, cancellation is no longer possible.
Returns are only possible after receiving the order and only in accordance with the conditions described in this return policy.
Return requests submitted before receiving the order cannot be processed.
In this case, the customer must wait for delivery and then follow the regular return procedure.
We charge a 10% fee for cancelling an order.
This fee covers administrative and processing costs incurred from processing the order, halting the order process, and the associated administrative work.
We hope for your understanding.
If you decide not to cancel the order after all, you can let us know at any time — that's not a problem.

Important note:
Packages returned directly to the courier upon delivery (without having reported this to our customer service beforehand) will not be accepted and will not be refunded. These packages do not reach us, which is why we cannot process a return or refund. Please keep this in mind.

IMPORTANT ADDITIONAL NOTE:
Returns must never be sent to the address on the shipping label, as this is not our address but that of a courier company. Any packages sent there will not be refunded. If you have done so anyway, please contact us for a possible solution.

How to Return Your Order

Contact us within 30 days of receiving your order by email at support@toubkal-footwear.com. You will then receive the necessary return instructions as well as the address of our international warehouse.
Follow the return instructions provided in the email.
Make sure the items are unused, undamaged, and in their original packaging.
Include your order number in the package. If the packaging is unopened, please write the order number on the outside of the package.
Use a shipping method with a tracking number (Track & Trace) and send this number to support@toubkal-footwear.com.

Return Shipping Costs

Return shipping costs are the responsibility of the customer.

Regardless of the country of purchase, all returns must be sent to our warehouse in Asia.
Returns within Europe are not possible.

This explicitly applies to customers from Germany, Austria, Switzerland, the United Kingdom, the United States of America, Canada, Australia, Spain, Italy, Poland, and France.

The customer is responsible for all return shipping costs, including postage, customs, or other fees that may arise in connection with the return.

Refund Policy

After receiving and inspecting your return, we will notify you whether your return has been approved. If the return is accepted:
The refund will be issued via the original payment method.
Please note that processing by your bank or credit card provider may take a few business days.

Exceptions to refunds:
Worn or used footwear, or returns made outside the 30-day return window, are not eligible for a refund.
Returns handed directly to the courier without prior notice are invalid and not eligible for a refund.

Exchanges

Need a different size? We are happy to offer a free exchange for footwear, provided the items are unworn and in their original packaging. Contact us at support@toubkal-footwear.com for further instructions.

Why This Policy?

We maintain strict quality standards to ensure the condition and quality of our products. Returned footwear that has been worn cannot be resold, even if it appears lightly used. This policy ensures that every customer receives a brand-new, high-quality product.

Important Notes for International Customers

This right of return is governed by Dutch law.
International customers, including those in Germany, Switzerland, and Austria, are subject to this policy. By making a purchase, you agree to these terms.
For questions or further information, contact us at support@toubkal-footwear.com.