Refund policy & returns
Something doesn’t fit, or you don’t like it? Here’s how returns work, step by step. You can find your full statutory rights (14-day right of withdrawal) in our cancellation policy.
Returns from Germany
- Register your return or exchange in our returns portal. All you need is your order number and your email address.
- You create the return label directly in the returns portal. It costs €7, which we deduct from your refund.
- Alternatively, send your package to us with a shipping carrier of your choice at your own expense.
- Shoes don’t fit? Register an exchange for a different size within 14 days of receipt. The return label and shipping of the new size are then free for you.
- If the size you want isn’t available, we’ll refund the purchase price once we’ve received your return.
The exchange only applies to shoes and only to deliveries to Germany. It’s a voluntary offer with no legal entitlement, which we can change or discontinue at any time. Your statutory right of withdrawal remains unaffected.
Returns from Austria, Switzerland and other countries
- Declare your withdrawal using our online withdrawal form or by email to support@puschies.de.
- Then send the items to our return address (see below).
- You pay the return shipping costs yourself. For returns from Switzerland, this also applies to any customs duties or other fees.
- Unfortunately, we don’t offer exchanges for a different size outside Germany. In that case, simply place a new order for the right size.
This information helps us
If you email us, please use the same email address you used for your order if possible, and include the following:
- First and last name
- Address
- Order number (you’ll find it in your order confirmation)
- which items you’re sending back
Please include the completed withdrawal form in your package, or a note with your name, your order number and, if you like, the reason for the return. That way we can match your return quickly.
Return address
HF Digital Marketing UG (haftungsbeschränkt)
c/o MittelTurm Co-Working
Altewiekring 20a
38102 Braunschweig
Deutschland
We recommend sending your return insured and keeping the proof of postage until you’ve received your refund. Please don’t send your return by registered mail or with postage unpaid. Refusing to accept delivery doesn’t replace a withdrawal; please always send the goods to the return address.
Personalized items
We make personalized items individually for you. That’s why they’re excluded from the right of withdrawal and from exchanges. If you ordered personalized and other items together, you can return the other items as usual.
Damaged or faulty items
If an item arrived damaged or faulty, please email us at support@puschies.de with your order number and one or two photos before sending anything back. We’ll take care of it and cover the costs in this case. This also applies to personalized items.
Refund
We usually check your return on the day it arrives. We then refund the amount within 48–72 hours to the payment method you used for your purchase. Depending on the payment provider (e.g. Klarna, PayPal or credit card), it may take another 2–3 working days before you see the money.
We only deduct compensation for loss of value if an item has been used beyond testing it, i.e. more than you would, for example, when trying it on in a store. So it’s best to try shoes on a carpet or with socks.