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At DMP Kickz, we want you to be fully satisfied with your purchase. That’s why we offer a 14-day return policy, giving you the flexibility to request a return or refund within 14 days of receiving your order. After this period, the right to return or request a refund expires.
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Return Eligibility
To qualify for a return, your item must meet the following conditions:
- The product must be in brand-new condition, as received—unworn, unused, and with all original packaging and tags intact (including the shoebox, extra laces, stickers, and other accessories).
- Shoes may only be tried on indoors. Returns showing signs of wear, damage, or outdoor use will not be accepted.
Important: We reserve the right to reject returns that do not meet these criteria.
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How to Return Your Order
1. Fill Out the Return Form
- Complete the return form included with your order. If you did not receive it, you can download it [here].
2. Request a Return
- Log in to your account on our website and request a return through the “Returns” section.
3. Package the Items Properly
- Repack your item as received, ensuring it’s double-boxed and well-protected. Include the completed return form.
4. Create a Return Label
- You are responsible for arranging and covering the cost of the return shipment. We recommend trusted parcel services such as PostNL, UPS, or DHL. If you prefer, we can generate a return label for you; the cost will be deducted from your refund.
5. Ship Within 14 Days
- Drop off the package within the 14-day return window and retain your shipping receipt for tracking purposes. Please note the 14-day window starts when the package is delivered.
6. Receive Your Refund
- Once your return is processed and approved, we will issue your refund via the original payment method.
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Return Address
DMP Kickz Returns
Zaaijerplein 12
2333 BG, Leiden
Netherlands
Please send all return tracking information to returns@dmpkickz.com
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Important Information
- Returns After 30 Days: Items must be shipped within the 14-day return window. Returns shipped later will either incur late fees or be refused altogether.
- Return Fees:
- A late fee of €10 per day applies for returns shipped after the 14-day period.
- Returns shipped after 14 days may be rejected. If rejected, the customer is responsible for the shipping cost to retrieve their order.
- Refund Timeline: Refunds typically take up to 10 business days to appear, depending on your payment method.
- Shipping Costs: Return shipping costs are not covered by DMP Kickz.
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Size Exchanges
We accept returns for size exchanges. To exchange for a different size:
1. Place a new order for the desired size.
2. Follow the return process to send back the original item.
If your order hasn’t been shipped yet, contact us immediately to request a size change. While we’ll do our best to accommodate your request, it is not guaranteed.
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Damages or Issues
Please inspect your order upon receipt. If your item is defective, damaged, or incorrect, contact us immediately at **returns@dmpkickz.com** so we can resolve the issue. If we receive a damaged or defective item back without prior notice, the return will be refused.
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A Note on Quality
Please remember that different brands and models may have varying levels of quality. DMP Kickz guarantees authenticity but cannot control brand-specific production standards.
By placing an order with DMP Kickz, you agree to this return policy. If you have any questions, feel free to reach out to us at returns@dmpkickz.com.
Pre-Order Return Policy
We strive to provide the best service, even for our pre-order products. However, because these items are specially sourced or produced based on your order, we generally do not accept cancellations or returns.
That said, we do accept returns for size exchanges. If you would like a different size, you can place a new order, and we will accept the original item as a return.
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Policy Overview for Pre-Orders
1. No Cancellations
- Once a pre-order is placed, it cannot be canceled as the product is sourced specifically for you.
- If you contact us before the order is shipped, we may consider requests for cancellations or size changes. These requests are not guaranteed and may incur additional fees to cover costs already incurred.
2. Returns for Size Exchanges
- If you need a different size, you can place a new order for the correct size.
- We will accept the original item as a return, provided it meets our return conditions (e.g., unused, in original packaging).
3. No Standard Returns
- Pre-order items are not eligible for standard returns or refunds unless the product is faulty or incorrect.
Important Notes
- Pre-Order Exclusivity: Pre-orders are tailored to customer demand, making cancellations and returns outside of size exchanges uncommon.
- Size Changes: If the order has not yet been shipped, we may, at our discretion, allow you to modify the size. Please contact us promptly for this request.
Contact Us: For any questions about your pre-order, or to request a size exchange, reach out to us at returns@dmpkickz.com.
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By placing a pre-order, you acknowledge and agree to these terms. Thank you for your understanding and for supporting our exclusive collections!
Exceptions / other Non-returnable Items
Certain items cannot be returned, such as perishable goods (e.g., food, flowers, plants), custom products (e.g., special orders or personalized items), personal care goods (e.g., beauty products), and requested items. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about a specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund is approved. If approved, you’ll be automatically refunded via your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
Chargebacks
At DMP Kickz, we strive to provide a smooth and efficient shopping experience, including returns and refunds. To ensure this process runs as seamlessly as possible, we ask our customers to avoid filing chargebacks without contacting us first.
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Why Chargebacks Should Be Avoided
1. Disrupts the Return Process:
Filing a chargeback interferes with our return process and puts the refund on hold. This causes delays in resolving your issue and processing your refund.
2. Affects Our Business:
Chargebacks incur significant fees and negatively impact our status with payment providers, which can result in increased processing costs for all customers.
3. Unnecessary Complications:
Many issues can be resolved directly by our team without involving banks or third parties.
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Our Policy on Chargebacks
- Customers must contact us before opening a chargeback for any issue, including returns, delays, or disputes.
- If a chargeback is opened before contacting us, we reserve the right to hold your return or refund until the issue is resolved with the payment provider.
- In cases where a chargeback is proven to be false or unwarranted, we may dispute it and provide evidence to the payment provider.
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How We Handle Issues
We are here to assist with any concerns, whether it’s about a return, refund, or product issue. Our team is available to help you through the process:
- Returns: Follow our [return policy](link) for fast processing.
- Refunds: Contact us at *returns@dmpkickz.com*, and we’ll work to resolve your issue promptly.
- Delays or Problems: Let us know, and we’ll investigate and find a solution.
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Let’s Work Together
We understand that problems can arise, and we are committed to resolving them quickly. However, filing a chargeback as a first step makes it harder for us to help you effectively and creates additional complications for both sides.
By shopping with DMP Kickz, you agree to this policy. Please reach out to us at returns@dmpkickz.com before initiating a chargeback so we can ensure a positive outcome.
Thank you for your cooperation and understanding.
More Questions?
Contact us at returns@dmpkickz.com.