Returns & Exchanges

How can I return an item I ordered on

If you are not completely satisfied with your online purchase, returns are accepted within 14 days of invoice generated date. Items you want to return or exchange must be in the same condition you received the item. Merchandise unworn and labels, tags, footwear boxes etc. must be intact. We could only return an item for a full refund, minus shipping costs. To return your online purchase by mail, please follow these steps:

  • Send an e-mail to with your problem to obtain a return authorization number and return form.
  • Return authorization MUST be placed on the outside of the shipping box.
  • After you obtain a return authorization number and have completed the return form, send this form to us (
  • Ship your return to our company Jalajälg AS Ltd. (Address: Pärnu mnt 142A, Tallinn, Estonia, 11317).
  • We are only able to issue a refund or exchange on merchandise received at our company.

Where do I send returns?

You will ship your item back to:

Jalajälg AS Ltd.
Pärnu mnt 142a, Tallinn
Estonia, 11317

Please note: We are not responsible for items that are lost or stolen in the process to our company. It’s best to keep the tracking number of the returned package during the transit.

How long will it take for my refund to be processed?

Refunds will be issued in the original form of payment within 14 business days after we received the item at our company. Once the item has been credited back into your account, you will receive an e-mail notification to inform you that we have completed your return.

What happens if I received the wrong item?

We do our best to check each product that leaves our facility according your orders. If you find a fault that has occurred with the product you received, please contact our customer service representative within 7 days at to fix the problem and ship out the correct item. If it is a company error, we will cover for the shipping expenses.

What happens if the item I received is defective?

If you receive an item that is defective in any way, it may be returned to our company within 14 days for an exchange or refund.

It is best to immediately contact our customer service professionals, e-mail us at as soon as possible. We will advise to ship the item back to our company with an return authorization number. After inspection, if the item is defective, we will move forward accordingly.

From our experience, through proper care and normal use, almost all defects for apparel and footwear will be evident after the first 14 days from the day you first purchased the item. Natural wear and tear is not considered a defect. Please note: Many of the items that we sell are in need of special care due to the material they are made of. (I.e. latex, leather, etc). You will also notice non-apparel and non-footwear items have extended warranties that of course will be honored during the life of their guarantee.

If the item is defective within 14 days, we will cover for the shipping fees. After 14 days have passed, you are fully responsible for shipping charges.

I want to exchange an item, but I do not want to wait until you receive the replacement...

If you do not want to wait for the replacement to arrive to our company for it to be exchanged, you can place a completely new order for the new item.

Once we receive your original order back to our company, we will inspect the product and will move forward accordingly. However, you must include a copy of your original invoice or order number in the package that is being shipped back to our company. Almost all items that have been worn outside (especially footwear) will show signs of wear and will no longer be considered in original condition. Therefore, we cannot accept to process your return if the item is not in its original and re-sellable condition.

What are the items that cannot be returned or exchanged?

The following items are not returnable or exchangeable :

  • Customized items cannot be returned or exchanged.
  • Items that show signs of being worn or used or original package (as footwear boxes etc.) is damaged.
  • Special orders, for example team uniforms, cannot be returned or exchanged.

Do I have to pay for shipping to return/exchange an item back to your company?

If you received the item that you originally ordered and want to exchange or return for refund, you are fully responsible for the shipping fees to get the item back to our company and shipping to you again.

If it’s our fault, we will cover the shipping fees for you to get the item back to our company.

Note: Once we receive the item at our company, we will take action accordingly.

Shipping & Delivery

Will I get confirmation of my order?

Once you have placed your order you will be sent a confirmation by email. This email does not however indicate that your order has been or begun to be processed or a confirmation of contract of purchase.

Once we have processed your order you will receive a second email from us detailing what has been sent to you and informing you of your tracking reference number. By clicking on the tracking reference link you will be taken to the courier's website where you can see the progress of your delivery.

How do I check the status of my order?

Once the order gets shipped out, you will receive an e-mail, informing you that your order has been processed and shipped out, along with a tracking number from Estonian Post. With tracking number, you can track your order until it arrives to your destination by clicking here.

Which shipping carrier will deliver my package?

Our primary carrier is Omniva. All international packages get shipped through it. We use also DPD in Estonia.

What shipping methods do you use?

An international standard parcel is an addressed and properly packaged item or items to be forwarded by Estonian Post Ltd.

An international maxi parcel is an addressed and properly packaged item or items weighing between 20 and 50 kg to be forwarded by Estonian Post Ltd.

When will my order arrive?

The delivery of standard and maxi parcels shipped by priority or air mail will be given priority in the country of destination; as a rule, such parcels are delivered by plane every day. Exact information on standard terms and conditions for maxi parcels service here.

Do you offer weekend or holiday delivery?

Estonian Post does not deliver on the weekend and major holidays.

What should I do if my package is lost in transit?

In the unlikely event of your parcel being lost by the courier, as the sender, we will be responsible for making enquires and eventual claim for the lost items. This means that once the courier classes a parcel as lost, we can process a replacement or refund immediately.

What happens if my parcel is damaged upon receipt?

If the outer packaging of your parcel is open or damaged we suggest you check all items are present and correct before signing for the parcel. If there are any problems with items missing or damaged REFUSE DELIVERY, contact us immediately and we will make all the arrangements for a replacement.

Do you ship internationally?

Yes, we do. We use Estonian Post International standard and maxi parcels service. You can read more information about Estonian Post from here.

Are customs charges and import duties included?

If you order goods from our site for delivery outside Estonia, they may be subject to import duties and taxes which will be levied when the order reaches the delivery address. You will be responsible for payment of any such import duties and taxes. Neither we nor your overseas delivery provider Estonian Post, have control over these charges and cannot predict their amount. For further information please contact your local customs office before placing your order.

If you have further questions, please email us