Returns & exchanges

How can I return an item?

You can return new items within 14 days of delivery. Our range consists of high-quality, standardized products with precise size charts, which you can view or download in the product description and/or product specifications/guides, etc. If you measure your feet correctly, the shoes from our range will fit.Therefore, we ask for your understanding that we only cover shipping costs for defective products. For exchanges of shoes, we charge a processing fee of €10 per pair. For returns of shoes, we must charge a processing fee of €20 per pair due to the logistical effort involved. If you wish to use one of our shipping providers for returns, we can provide you with appropriate shipping labels at our own expense.
Please also note that the following products and services are excluded from the right of return:
- Products that are not suitable for return for health protection or hygiene reasons if you have unsealed them after delivery, or that are inseparably mixed with other items after delivery
- Goods that are made to customer specifications or are clearly tailored to personal needs.
Our address for returns is:

MrPackstar

c/c MORENO.care
Am Wartfeld 7
61169 Friedberg
Germany

How to return an item:

Log in to your customer account with your email address and password.

Please fill out our return form. You can download it here.

If you don't have our delivery note with your customer and order information handy, log in to your customer account using your email address and password. There you will find all the details of your order. You can view all your orders under Orders & Returns. Find the correct order, select the items you wish to return, and send us the completed and signed return form to Returns & Exchanges

Place the items in their original packaging and the return form in the shipping box. Attach the return label to the tightly sealed box and write the return number we have assigned on the shipping label. Please understand that we can only accept returns of items in their original and undamaged packaging.

Drop off your return at a DHL packing station and keep the delivery receipt. We will cover the costs of the return shipment.

If you do not have a printer available, please contact our customer service. We will also be happy to send you the form by post.

As soon as the return arrives at our logistics center, you will receive your money back. This usually takes a maximum of 10 working days after you have sent the package.

In rare cases, it may take a few more days after the return confirmation until you can see the credit in your account.