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
    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::All returns from outside of Germany must be paid by the customer.

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

    ekn footwear GmbH
    Danziger Platz 2-4
    60314 Frankfurt a. Main
    Germany

    For returns within Germany you can download the return paper here: Give up the return
  • 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.

    If you chose to pay on account and decide to return your order, the payment on account no longer applies. Since the processing of the return is likely to exceed the time allowed for payment, you will receive a payment reminder. This automated message is sent by our external payment service provider and we are therefore not responsible for the wording. If your return is already on the way to us or even arrived, this payment reminder becomes invalid and so the payment on account as soon as your return is processed. You might similarly receive a payment reminder if your payment only arrives after the period of payment. If you already transferred the money, likewise you can ignore the request to pay.

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.