FAQ's

FAQs:

1. Can I cancel my order if I change my mind?

Yes, you can. Simply email us and request a cancellation. We'll refund you the full amount.
If we have already shipped your order, you will need to wait until you receive your order and return it to us. Once we receive it back, we will refund you the full amount, minus the shipping costs.

2. How much time do I have to cancel my order?

In any event, you must return your order to us within fourteen days of the date you received it.

3. Can I exchange for a different model/size?

Yes, of course. Send it back to us. You pay the shipping costs, and we'll ship it back free of charge. If you need a different size after that, we'll charge the shipping costs. (EU only; contact us for orders outside the EU). (Contact us if necessary to clarify your size.)

4. What if my product is defective/delivered incorrectly?

Please contact us first by email to " shop@jimgreenfootwear.de" with your name and order number and send us photos or a short description of the problem.

Once we've reviewed your case, we'll send you a free DHL return label if your claim is valid. Upon receipt, we'll inspect the item.

• If the defect is confirmed, we will exchange the product free of charge and send you a replacement free of charge.

• If an exchange is not possible, you will of course receive a full refund including return shipping.

Please always include a note with your order number and the reason for the return so that we can quickly identify the item.

5. How can I return an order?

Please enclose the enclosed return slip or a copy of the invoice.

For shipments outside Europe ALWAYS send a copy of the invoice OUTSIDE the package with customs declaration.

Always note the reason for the return so we can identify your return. Or attach a copy of the email, etc.

You are responsible for the return shipment until it reaches us. We therefore recommend that you ensure that the package is sent using an insured and trackable method of transport and that you retain your receipt for the shipment.

Please note:

Please always send to us freight prepaid.
We do not refund freight costs but will issue a DHL return label if there is a legitimate reason for return.
We can only issue refunds once we have received your order.
Please allow 2-4 business days for processing after receipt. You can check whether your return has arrived using your tracking number.
We only accept returns of items in the same condition in which they were sold.
For further information please also read our terms of use and right of withdrawal.

6. Where should I send my return?

Send it to:

L'Atelier Monsieur / Jim Green
Bilker Allee 16
40219 Düsseldorf
Germany
+49 211 92419865
shop@jimgreenfootwear.de


7. How do I get a refund?

You will always receive a refund using the same payment method. We aim to process the refund within 2-4 business days of receiving the returned item. You can check whether your return has arrived using your tracking number.

8. Can I track my order?

Yes, you can. Once your order is shipped, you will automatically receive a tracking number that you can use to track your order.

9. What happens if my order is lost?

Your orders are insured by DHL and/or UPS, and you will receive a 100% refund. Please understand, however, that we cannot issue refunds until DHL/UPS confirms the loss of the shipment. This may take a few weeks. This is because lost shipments sometimes reappear and are delivered. In this case, you would have received your money back and the goods for free :-) But don't worry, we experience less than 1% of lost shipments.