FAQ

ONLINE SHOPMATERIALS & CARE

ORDER

  • Place an order::Product search
    1. Search function
    Our search responds to different search criteria. Type the desired item in the search box at the menu bar and we will show all the matching results.
    2. Navigation
    Help with the navigation can be found under the shop of our assortment.

    Shopping Cart
    Once you've decided on a color and size, you may put the desired items into your shopping cart. Simply click on the button "Add to shopping cart".

    Products placed in your cart will be reserved for you until you complete your order. 

    The overview of your previously selected products can be done in your shopping cart. Here you can simply check information on color, size and number of the articles again. 

    Additionally we inform you about the total amount of your selected products and the delivery time. Click on "Checkout" to complete your order.

    After placing the order
    Shortly after completion of your order you will receive a confirmation email. In your account you can always inform about the status of your order under "Order overview".
  • Cancelling the order::If you want to cancel an article, please contact our customer support per email info@eknfootwear.com.

    Cancellation is only possible until your order have been processed.

PAYMENT & GIFTCARDS

  • Payment methods::We accept payment by:

    Checking account
    Payments from checking account are only possible from Germany and Austria.

    PayPal
    Quick, easy and charge free transfer.

    Credit Card
    American Express, MasterCard, Visa and Maestro (international).

    Invoice
    Pay conveniently per invoice.

    Gift Card
    In commercial business the buyer’s right of retention and the right to refuse performance shall be excluded with the exception of counterclaims that have been determined without further legal recourse or are undisputed.
  • Expulsion of VAT::Of course the Value Added Tax (VAT) will be disclosed separately on each invoice.
  • Gift Card::Purchase and shipping
    The ekn gift card will be sent to you per email or facebook-messenger and can be printed at home. If you would like to purchase a gift card online you can choose from the following values: 50, 100, 160 and 200 EUR.

    Redemption
    You can redeem your gift card at the second step of ordering process. Your funds will be automatically deducted from the invoice amount.

    Recalculation
    If the price of the order exceeds the total gift card value the difference can be paid by credit card, checking account or with direct transaction. Unused funds of the gift card, on the other hand, will remain on voucher’s balance until your next purchase. It items are returned, the amount will be refunded back to the gift card. Cash payment of the gift card value is not possible.

    YOU CAN FIND OUR GIFT CARD HERE

SHIPPING & DELIVERY

  • Shipping costs::You can find our shipping costs here
  • Shipping partner::We ship our products almost exclusively with our shipping partner DHL.
  • Delivery time::The product is ready for shipping on the next day after purchase the latest. Unless agreed otherwise, delivery to the delivery address provided by the buyer is made within 1-4 business days depending on the method of shipment and the place of delivery. Delivery time
  • Shipment tracking ::As soon as your order is shipped we send you a confirmation email with attached link to the tracking number from shipping service.

    Here you come directly to the shipping tracking by our shipping service:
    DHL Tracking

    In the "Account" under "Orders" you can always view the current order status.
  • Splitting in several packages ::In order to send your purchase as fast as possible, it may happen that we split your order into multiple packages. After completing the purchase you will receive a regular order confirmation email. Once the packages have left our warehouse you will receive separate emails, one per package, with a tracking number for each.

RETURNS

  • Return your package::Please note that returns may only be made from Germany free of charge. All returns from other countries must be paid by the customer.

    Click here to send back your package for free!
  • Right to return::You may return merchandise you have received without indicating any reasons within a period of 14 days. The period commences upon receipt of this notification in writing (i.e. as a letter or email), but not before the customer has received the merchandise (in case of a recurring delivery of merchandise of the same kind not before receipt of the first partial delivery), and equally not before we have fulfilled our obligation to provide information according to Article 246 § 2 in connection with § 1 section 1 and 2 of the Introductory Act of the German Civil Code (EGBGB) as well as our obligations according to §312e section 1 clause 1 German Civil Code (BGB) in connection with Article 246 § 3 EGBGB.

    Only if the merchandise is not suitable for dispatch by parcel (i.e. bulky goods) you may declare the return by means of a return request in writing, i.e. by letter or email. To observe the return period limitations a dispatch of the merchandise or the return request within that time frame is sufficient. In any case we will bear the costs and the risks of any return.

    The return shipment or the return request must be addressed to:

    ekn footwear GmbH
    Smart Logistic Services GmbH
    Halle 5 // Retourenabteilung
    Grenzstr. 15
    06112 Halle
    Germany
  • Consequences of return::In case of an effective return any payments received or, if applicable, any benefits achieved by use of the goods must be returned by both parties. In the event that the goods have deteriorated or for use (i.e. benefits from use) ,which cannot be reimbursed fully or partially or only in an impaired condition, you will have to pay an appropriate compensation.

    You will only have to pay compensation for a deterioration of the goods or for any benefits achieved, if the use or the deterioration is the result of handling the merchandise in a way that exceeds the assessment of its attributes or functionality. “Assessment of attributes or functionality” is defined as testing and trying out the respective merchandise, as it is possible and common in a shop. Obligations with regard to the refund of payments must be met within 30 days. For you this period begins with the dispatch of the merchandise or the send date of the return request, for us with the receipt.

    Please note that we can only accept returns from the country which the shipment was sent to. If the shipment was sent to Austria, for instance, we can only accept a return from Austria.

    The costs of your order will be charged to your credit card or bank account. In case of a return, your relevant card or bank account will be credited. However, any losses that are caused by currency fluctuations will not be refunded.

    If you have any queries considering your return rights, please contact our customer care management:

    email: info@eknfootwear.com
  • Complaints about order ::If you wish to complain about a product, please send us an image with the defect by email to reklamation@eknfootwear.com in advance.
  • Refund & reimbursement::In case of refund a credit is carried out to your account / your card. Any losses due to currency exchange fluctuations will not be refunded. 

CUSTOMER ACCOUNT

  • Login and logout::If you are a new customer and you are signing in for the first time, you can enter either your personal information during the ordering process, or register as a new customer under "Account".

    Then you still have to agree to the privacy policy, by placing a check mark in the appropriate box. You can edit your information under "Account" at any time.

    You always have the possibility to log out from your account. The "Login" option can be found in the header below shopping cart.
  • Order overview::Here you can find all your orders at one glance as well as the status of your current orders.
  • Personal details::Enter your „Account“ to view and modify your personal details at any time.

    If you have previously ordered from us, your details are already saved.
  • Forgot the password::You can under "Forgot your password?" under „Account“. Enter your email address given when you registered the account. We will send you an email with instructions how to reassign a new password.
  • Deleting an account::You always have the option to delete your account. Please send us an informal email to info@eknfootwear.com.