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Returns and exchanges

You have 14 calendar days from the date you receive your order to notify us that you wish to return or exchange an item. You then have a further 14 calendar days to send the item back, following the instructions provided by Customer Service.

Contact Customer Service

Please include your order number and state whether you would like a return or an exchange.

Time limit

14 calendar days

Notify us within 14 days of receiving your order. You then have a further 14 days to send the item back.

Exchanges

Free of charge

Changing the model, size and/or colour is considered an exchange.

Returns

Contact Customer Service

Customer Service will confirm the return method and any applicable shipping cost before you send your parcel.

How to request an exchange or return

  1. Email customerservice.uk@mbt.com within 14 calendar days of receiving your order.

  2. Include your order number, the item you wish to return, the reason for your request and whether you would like an exchange or a refund.

  3. Wait for Customer Service to send you the return instructions and customs documents. Use only the documents provided and declare the shipment as Returned Goods – Customer Return.

  4. Complete, print and place or attach the customs documents exactly as instructed. Customer Service will also confirm the return address and any applicable shipping or collection instructions.

  5. Pack the item securely in its original packaging and follow the shipping instructions provided by Customer Service.

  6. Keep your proof of postage and tracking number until your exchange or refund has been completed.

What happens after you send the parcel

If you have requested an exchange

  • Once we receive the original item, we will inspect it.
  • We will then send the requested model in the requested size and/or colour, subject to availability.
  • Customer Service will contact you if the requested replacement is unavailable.

If you have requested a return

  • We will inspect the item once it arrives at our warehouse.
  • Customer Service will confirm the return method and any applicable shipping cost before you send your parcel.
  • The approved refund amount will be refunded to your original payment method.
  • The refund will be processed within 15–20 working days after the item has been received and approved.

Condition of the item

For us to accept the exchange or return, the item must:

  • Be unworn, clean and in perfect condition.
  • Have all original tags attached.
  • Be returned in its original packaging, without any alterations.

Returns and exchanges for online orders must be arranged through Customer Service. They cannot be processed in MBT stores.

Warranty

Does your product appear to be faulty?

The MBT® warranty is valid for 2 years from the date of purchase. Improper use or care of the footwear may invalidate the warranty.

If you believe your product is faulty, contact Customer Service before returning it and include the following information:

  • Your order number.
  • The model, size and colour.
  • Clear photographs showing the fault.
  • If possible, photographs of the inside of the shoe and its label.
Contact us about a possible fault

Need help?

Email: customerservice.uk@mbt.com

Telephone: +34 900 106 801