The leguano customer service: exchange, complaint and return
Can I exchange or return leguano barefoot shoes?
If the leguanos have only been worn indoors and with socks to try them out and show no signs of wear, you can exchange or return them within 30 days of delivery or purchase from the barefoot shop. Returns are subject to a fee. You also have the option of dropping off the item you have chosen at one of our stores free of charge and exchanging it if necessary. If the barefoot shoes have already been used outdoors, the leguanos cannot be exchanged, as in this case there are signs of wear and the item is no longer for sale.
The exchange takes place, for example, if the product is not to your liking under the conditions mentioned. The customer can choose between a refund (or a refund to the original account if the purchase was made online), a credit note or a replacement.
Please note:
- If the shoes have been worn for a longer period of time, they cannot be returned for hygiene reasons.
- In case of a return, you must bear the shipping costs.
- If the shoes were not purchased through leguano GmbH but through a third party, the complaint must also be processed through this third party.
How can I complain to leguanos if I have a complaint?
A complaint is made when the customer claims justified material defects. This does not include production-related circumstances, such as the type of knitting, which is necessary to ensure an optimal fit.
Our internal quality assurance examines each individual case and then decides whether a complaint has been made. In this case, the customer receives a free replacement model (free shipping) in the same size and color.
Steps for a smooth return in case of complaints
- Please write an email to [email protected] and briefly explain your concern. If you have a complaint, please enclose photos of the purchase receipt/invoice and the damage to your shoes in the email.
- If your complaint is justified, we will create a return label for free shipping.
- Remove personal items such as hickies.
- Please wash the shoes at 30° on a gentle cycle and in a laundry net. For hygiene reasons, shoes that have not been cleaned beforehand cannot be returned.
If you have any questions, you can contact our customer service by email ( [email protected] ).
What is the best way to put on and take off the leguanos without permanently damaging the material?
With the leguano active, simply loosen the laces, slip them on, tie them up - done. The models without laces are easiest to put on by slightly stretching the stretchy upper material when you step in. The barefoot shoe should fit quite tightly on the foot without being constricting. It shouldn't be too loose either. When taking the shoes off, make sure that you grab the sole at the heel and pull it off the foot with light pressure. Avoid pulling too hard on the upper material if possible, as this can lead to material damage in the long term.
General information
- If the leguano barefoot shoes do not fit, you have 30 days to return the goods to the following address:
leguano GmbH
Industriepark Nord 99
53567 Buchholz
Please note that in this case you will be charged shipping costs. - Barefoot shoes that have already been worn cannot be exchanged. Therefore, please only try on the leguanos on a clean surface (indoors). leguano GmbH only accepts returns of goods that are in new condition.
- For hygienic reasons, please always wear socks when trying on barefoot shoes.
- Please note that processing cannot take place without a receipt.
- We will refund your money in the same way. For example, if you pay via PayPal, you will receive your money back into your PayPal account after the goods have been inspected.
- For refunds of cash sales, the IBAN is always required.
- Due to the high volume of orders, no notification is sent by email when goods are received or dispatched. If you have any questions, please send an email to leguano customer service at [email protected].