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The service is available from Monday to Friday, from 09:00 am to 06:00 pm (GMT +1). We will reply as soon as possible.

RETURNS

 

GENERAL INFORMATION

 

  • • Return methods depend on where you purchased your products. Items purchased in the Geox online shop can be returned via UPS courier.
    Items purchased from a Geox shop can only be returned in a Geox Shop.
    If you have purchased products from one of our authorised dealers, contact them directly to be informed about their return policy.
    • You can return any order within 14 days from the delivery date of the items, exclusively from the country where the item was received.
    • Should you return a defective item, you will also be refunded shipping costs using the shipping methods indicated by Geox.
    • If you purchased under Free Return, the shipping costs of the item to our warehouse will be free if you use the shipping methods indicated by Geox.

Our Customer Service is always available to answer any questions regarding orders, returns and refunds.
If you have any doubts, please call us or send us an e-mail: we will be happy to help you.


Returns with UPS:

  • 1. Create your Return Authorisation Number (RAN) in the orders section or clicking here.
  • 2. If you are sending the return from a non-EU country, you will receive the “Return Proforma Invoice” via e-mail once the return has been authorised. Print it and give it to the driver on collection or to the employee at the UPS access point. If you have lost it, download the blank form from this link and fill it out.
    There are guidelines in the “How to fill out the Return Proforma Invoice” paragraph to help you fill it out.
  • 3. Print the return label that you receive via e-mail and also available in the orders section clicking here.The label will only be available after authorisation of the return and after receiving the RAN via e-mail.
  • 4. Glue the label to the outside of the return packaging. Cover the original UPS label already present if you are using the original packaging.
  • 5. Book collection or deliver the package to a UPS access point. Click here to access the UPS website.

  • If you are returning products with batteries that have been delivered to you with a package labelled attach the adhesive label present inside the package received to the return packaging.
    We recommend that you note down the tracking number present on the return label in order to track your shipment on the UPS website.

    You can choose another courier service if you prefer, but we cannot reimburse the return shipping costs if you do. If you decide to use another courier service, follow the procedure below:
    • 1. Create your Return Authorisation Number (RAN) in the orders section or clicking here.
    • 2. Fill out the “Return Proforma Invoice” available at this link.If you are sending the return from a non-EU country, you will receive the form to use via e-mail.
    • There are guidelines in the “How to fill out the Return Proforma Invoice” paragraph to help you fill out this document.
    • 3. Insert the filled out “Return Proforma Invoice” inside the package used to return the merchandise. If you are sending the return from a non-EU country, give a second copy to the courier.
    • 4. Contact your preferred courier service to organise shipment of the return.

    The shipping address is Geox SPA c/o Xlog srl, Signoressa di Trevignano, 31040, Treviso (TV), Italy.
    If you are returning shoes with lights, please attach the “hazardous goods” label present inside the package received to the outside of the packaging.


    How to fill out the “Return Proforma Invoice” form

    A large part of the information you need to fill out the form can be found in the sample images below:
     

    Sample invoice:

    Methods of refunds

     

    Refunds will be made according to the method of payment used for the purchase:

    • PAYMENTS VIA CREDIT CARD: the refund will be credited to the same Credit Card that was originally used to make the purchase. The time lapse required for this credit to appear will depend on the Credit Institute.
    • PAYMENTS VIA PAYPAL: the refund will be visible in your Paypal account within 48 hours after receipt of the e-mail confirming the reimbursement.
    • CASH ON DELIVERY: the refund will be made by means of a bank transfer to the bank account you have provided. The time required for the money to be credited to your account will depend upon the banking institution.