FAQs: Frequently Asked Questions

You can request a withdrawal and/or a return within 30 days from the delivery date of your order.

The product must be:

✔ New and never worn, only tried on.

✔ Not washed.

✔ With the original tag still attached.

✔ Free of accidental damage.

✔ Without defects (if the product is faulty, we recommend opening a claim).

What happens if the withdrawal and/or return does not meet these conditions?

If the withdrawal and/or a return does not comply with the above requirements, it will be rejected by our withdrawal and/or returns department.

In that case, you will be responsible for collecting the product and will not be entitled to a refund.

Can I exchange a product?

At the moment, we do not offer exchanges. If you would like a different size or color, we recommend requesting a withdrawal and/or return for the purchased item and placing a new order.

Need help?

Phone: +49 621 37909961 (Mon-Sun, 9am-7pm CEST) or email us at customer@sebago.com

You can request a withdrawal and/or a return within 14 days from the delivery of your order.

If you have an account

1. Log in to your account.
2. Go to the Orders section.
3. Select the order you wish to withdrawal and/or return.
4. Click on Cancel and/or Return Order and follow the instructions.

You will receive the instructions by email.

If you do not have an account

You can request a withdrawal and/or a return through our dedicated portal:

1. Access the withdrawals and returns portal: https://returns.sebago.com
2. Enter your order number and the email address used for the purchase or your postal code.

Follow the instructions to complete your request.You will receive all instructions by email.

Withdrawal and/or return options and costs depend on the country from which you are shipping your return. You can use our UPS return label (free of charge or subject to a fee, depending on the country), or you may return the parcel using your own carrier at your own expense. Where applicable, the UPS return label fee will be deducted from your refund. Free in-store withdrawals and/or returns are available in Italy only.

Please see the details for your geographic area below:

Italy

1. UPS return label: free
2. In-store return: free
3. Return with your own carrier: at customer's expense

European Union, excluding Germany

1. UPS return label: free
2. Return with your own carrier: at customer's expense

Germany

1. UPS return label: fee applies - €9.90
2. Return with your own courier: at customer's expense

United Kingdom

1. UPS return label:

• United Kingdom: £29.90

The amount will be deducted from the refund.

2. Return with your own carrier: at customer's expense

Other international countries (Non-EU)

1. UPS return label:

• €49.90
• $49.90
• £49.90
• ¥9,700

The amount will be deducted from the refund.

2. Return with your own carrier: at customer's expense

We accept withdrawals and/or returns from the following countries:

European Union (EU): Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Hungary.

Europe (Non-EU): Albania, Montenegro, Norway, Switzerland, United Kingdom, Principality of Monaco, Vatican City, Georgia.

Asia: Japan, United Arab Emirates.

Africa: Algeria, Morocco, South Africa, Tunisia.

South America: Argentina, Brazil.

Excluded areasWe do not ship to countries not listed above or to duty-free zones or special tax areas (such as Livigno, Campione d’Italia, Canary Islands, Gibraltar, etc.).

Delivery restrictionsWe do not deliver to P.O. Boxes, post offices, hotels, lockers, or incomplete/unverifiable addresses. Orders placed with such addresses may be automatically cancelled.

The refund will be processed within 14 days from the date the package is delivered to the warehouse.

The refund will be credited to the payment method used during the purchase. You will receive an email notification as soon as the refund is issued.

We are committed to processing the refund as quickly as possible, after verifying that the products subject to withdrawal and/or return meet the applicable conditions.

How to track your withdrawal and/or return

If you have an account: You can track the status of your withdrawal and/or returns directly in your account area. Go to the WITHDRAWAL AND/OR RETURNS section, select the order, and click TRACK RETURN.

If you do not have an account: You can monitor the withdrawal and/or return shipment using the shipping number provided. Enter the number on the carrier's website to check the status.

The withdrawal and/or return will be processed exclusively to the payment method used during the purchase.

Credit/debit card: If you paid with a card, you will receive the refund within 5-10 business days, depending on your bank’s processing times.

PayPal: If you used PayPal, the refund will be credited directly to your PayPal account.

For questions related to orders made with the "Pay in 3 installments" option via PayPal, Klarna or Scalapay, please contact their customer service directly.

Refund Amount

The refunded amount will be calculated after any discounts applied at the time of purchase. For example, if you purchase an item for €100.00 with a 10% discount, you will receive a refund of €90.00 (not the full €100.00).

Shipping Costs

Shipping costs will only be refunded in case of a full withdrawal and/or return. In case of a partial return, shipping costs will not be refunded.

Important Note

It is not possible to request a refund to a payment method different from the one used for the purchase.

If you used a disposable card or if your card has expired, been blocked, or lost, we recommend that you contact your bank to inform them that you are expecting a refund.

Even if the card can no longer be used for payments due to the above reasons, it can usually still receive incoming transactions for up to 6 months from the date of issue.

Your bank will advise you on how the refund will be processed, which may include redirecting the transaction, issuing a check, or other methods.

Important note: It is not possible to request a refund to a different payment method than the one used for the purchase.

We strive to pack and ship your order as quickly as possible, usually within 1–2 business days. Delivery typically takes place within 3–5 business days.

⚠️ Please note: Severe weather conditions, public holidays, peak seasons, and incorrect delivery information may cause shipping delays.

Orders may be shipped, depending on availability, from:

• Central warehouse, Turin
• Retail stores located throughout Italy

The shipping location of your order may affect the carrier used and the delivery time. For this reason, you may receive your order in multiple shipments. Don’t worry — you’ll receive all the details via email.

Shipping is free for all orders equal to or above €200.00.

For orders below €200.00, the following rates apply:

• Italy: €7.00
• Europe: €9.90

For international shipments, fixed rates apply regardless of the order value:

• United Kingdom: £29.90
• Japan: ¥9,700

Rest of the world (Non-European countries): €49.90

We ship to and accept returns from the following countries:

European Union (EU): Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Hungary.

Europe (Non-EU): Albania, Montenegro, Norway, Switzerland, United Kingdom, Principality of Monaco, Vatican City, Georgia.

Asia: Japan, United Arab Emirates.

Africa: Algeria, Morocco, South Africa, Tunisia.

South America: Argentina, Brazil.

Excluded areasWe do not ship to countries not listed above or to duty-free zones or special tax areas (such as Livigno, Campione d’Italia, Canary Islands, Gibraltar, etc.).

Delivery restrictionsWe do not deliver to P.O. Boxes, post offices, hotels, lockers, or incomplete/unverifiable addresses. Orders placed with such addresses may be automatically cancelled.

Order delivery is only available to private addresses or workplaces.

It is not possible to request delivery to pick-up points, lockers, or post offices, whether public or private, as this option is not available at checkout.

Orders placed on our website may also be shipped from our physical stores in Italy.

The only difference between an order shipped from our warehouse and one shipped from a store is the presence of a sales receipt issued by the store.

Thanks to this receipt, you can go to one of our stores in Italy to request an exchange, following the instructions on the receipt itself.

⚠ Products exchanged in-store can no longer be returned online.

⚠ It is not possible to know in advance where a product or order will be shipped from.

The courier in charge of the delivery is assigned based on the shipping origin and the destination of the order.

We work with the following couriers:

• SDA Express Courier SPA
• GLS Italy
• BRT Corriere Espresso
• TNT Express (currently transitioning to FedEx)
• DHL International
• UPS

Picking up your order in store is easy!

1. Add the item to your cart.

2. Before checkout, select the 'Pickup' option under 'Delivery Method'.

3. If the option is available for the selected items, you’ll be able to confirm in-store pickup.

⚠ The in-store pickup service is only available at participating stores in Italy.

You have three options to track your shipment:

1. Via email: use the link provided in your shipping confirmation email.

2. From your Account Area: if you have an account, you can monitor the shipment directly from your profile.

3. By clicking here.

To know if an item will be back in stock, simply click on the bell icon on the product page. 🔔

You will receive an email as soon as the product is back in stock!

We guarantee service quality by submitting our products to a high standard of quality control. We guarantee that our products comply with Italian and European Union (EU) standards where applicable.

The warranty covers all products on the market for two years. No warranty is waived based on the regulations of a country outside the EU if you reside outside the EU.

If you have encountered defects on products purchased online within the last 2 years, please contact us by providing the order code and attaching images of the defect.

⚠ Attention! If you purchased the defective item at a retail store, you must contact the seller directly.

To verify the product's authenticity, simply scan the QR code on the inside label with your camera (Apple) or a dedicated app (Android).

You are therefore redirected to the online page containing your product's manufacturing details.

If there is no QR code (for example, products from previous collections), you may still use our online tool by entering the Serial Number of the label into the box.

Click here to be redirected to the BasicLabels website, where you may check the authenticity of your product.

Many Sebago styles have different types of fits; we indicate the fits with a letter next to the shoe size, for example: 43|R.

W - "WIDE"

Wide fit, suitable for those with a wide sole of the foot or special needs

R - "REGULAR"

Regular fit, suitable for those with a regular foot shape, you can buy the size you are used to wear

S - "SLIM"

Slim fit, these models are narrower from the edges, suitable for a tapered foot

Yes, all prices shown on the website include VAT.

You can buy by using the following payment options:

• Credit or debit cards (American Express, Visa, Mastercard)
• Apple Pay*
• PayPal
• Klarna
• Satispay
• Scalapay
• Google Pay

*The Apple Pay payment method will only be available on Mac, iPhone, and iPad.

You can select your preferred payment method during the checkout process, in the "Payment" section.

Attention: We only accept the payment methods shown during checkout.

❌ Not available:

• Cash on delivery (COD)
• Prepayment via bank transfer

Don't miss our promotions!

Discount codes and exclusive offers are sent via newsletter.

Sign up now to receive them in advance! You can easily do this:

Go to the bottom of any page on our website, enter your email in the form, and confirm your subscription.

If you have received a coupon or discount code for your purchases, you can activate it on the checkout screen.

1. After accepting the terms and conditions, click the "Payment" button.

2. On the next screen, enter the received code in the designated box (1) and then click "Apply" (2):

Each discount code is unique and has a specific validity period.

Remember, you can get a welcome discount code and additional periodic promotions if you subscribe to our newsletter.

If you have a discount or BasicCard credit, they will be automatically applied during checkout after proceeding from the cart.

How to apply the discount?

1. Select the discount code or available BasicCard balance.

2. Click the "Apply" button next to the chosen option.

⚠ Attention! BasicCard discounts are only visible after logging into the connected account.

Yes. Payments by card will activate secure servers on the website that adhere to SSL security standards. The transfer of card data is completely secure.

Entering sensitive data is done in a completely secure manner, with full guarantees for the customer. The website's security system uses a TCP/IP protocol with 128-bit encryption, certified by VeriSign.

Once the payment details are collected, the bank that issued the card will guide the customer through the international authorization process, and a confirmation will be received to indicate whether the payment was successful or not. (3DS)

Yes, it is possible to pay in installments directly on our website.

If you pay with PayPal, you may be offered the option to split the payment; this should be managed directly through the app as the service is provided by PayPal.

If you pay with Klarna, the installment management is also handled directly with Klarna's customer service.

In case of a return for an order paid in installments, for clarification on the refund process, please contact the customer service of the respective service.

⚠ Attention! If you made an installment payment through other platforms (e.g., PayPal, Klarna, Apple Pay, etc.) and need assistance, please contact the service provider.

Yes, it is possible to request a non-detailed invoice, but only during the purchase.

What to do?

1. Make sure you are logged into your account (if you don’t have one, create it before completing the order).

2. During checkout, in the "Payment" section, click on the appropriate icon to request an invoice.

3. Fill in the form with the required billing details.

Issuance Timing

The invoice will be sent to the company’s fiscal drawer by the 15th day of the month following the purchase.

⚠ Attention! If the invoice is not requested during the order, it cannot be issued later, even by Customer Service.

Go to the activation page clicking here

Enter the code in the box, give your consent, and click "ACTIVATE".

On the next page, the profile login form will appear: if you already have an account, you will need to log in.

If you don't have a profile yet, you must create one. Follow the procedure, and once completed, the profile access confirmation message will appear. Click "CONTINUE". You will then be asked to confirm your email; follow the instructions directly from the form.

If your company has an agreement with our stores, they will have provided you with an activation code.

How to activate it?

1. Go to the activation page: Activate your agreement

2. Enter the provided code, give your consent, and click "ACTIVATE"

3. Log in to your profile. If you don't have one, create one by following the guided procedure.

4. Confirm your email by following the instructions.

BasicCard and Benefits

Activating the agreement will create a BasicCard, our virtual loyalty card, which allows you to:

• Track your purchases
• Use exclusive discounts and promotions
• Access seasonal benefits

⚠ Important: The BasicCard is linked to your email, so make sure to always use the same email to access your benefits!corporate-discount

You are buying from:

Sebago.com c/o Sebago SrlLargo Maurizio Vitale, 110152 TorinoItaliaP. I.V.A 11757840019 Refashion registered UIN (Unique Identification Number): FR391815_11QPOZ

CITEO registered UIN (Unique Identification Number:): FR391815_01AHFORegistered to the Company Office in Turin.Every purchase on the sebago.com website is governed by the following terms and conditions, which supersede all previous regulations.We reserve the right to change the following conditions.Any new rules will be effective from the moment they are published on this site.We therefore invite you to read this site carefully every time you buy something on sebago.com.

Unfortunately, once confirmed, the order cannot be modified in any way. If you wish to make changes, you will need to place a new order. Alternatively, you have the following options:

• Cancel the order: The cancellation window is very short, so it's important to act quickly.
• Refuse the order at the time of delivery.
• Accept the delivery and then proceed with a withdrawal and/or return through our dedicated withdrawal and/or return portal.

The time frame to cancel an order is limited.

If you have an account, follow these steps:

1. Log into your account and go to the Orders section.

2. Click on Order Details for the order you wish to cancel.

3. Click on Cancel Order. The CANCEL ORDER button will appear.

If you see the message "this order can no longer be canceled" and the button is not clickable, it means the cancellation window has expired, and neither you nor Customer Service can cancel it.

If you do not have an account, follow these steps:

Open your order confirmation email and click on "View my order".

A page with the order details will open, and at the bottom you’ll find the "Cancel Order" button.

If you do not see the button, it means it’s too late to cancel the order.

If you haven’t received the order confirmation email, it could be due to one of the following reasons:

Incorrect email address: You may have entered an invalid email address or made a typo during checkout.

Unsuccessful payment: In some cases, the transaction may have been pre-authorized (often shown as "pending"), meaning the amount was not actually charged. We recommend checking with your bank or card issuer for more details.

Before contacting us, please check your junk or spam folder to ensure the confirmation email hasn’t been filtered there.

If you need help, feel free to contact us so we can check what happened and assist you accordingly!

Don't worry, you haven't been charged twice. What you are seeing is a common technical process in online payments, and it usually happens for one of two reasons:

1. Payment Authorization (Pending Hold)

When you place an order using installments, the system performs a quick check to ensure your card is valid and has sufficient funds.

• What you see: Two similar transactions. One is the actual first installment, while the other is a temporary hold.
• What happens: This hold is never actually withdrawn from your account. It will automatically disappear from your statement.

2. Unsuccessful Order

If there was a technical glitch or the connection timed out before the order was finalized, you might still see a "pending" transaction.

• Since the order was not completed, no actual payment will be taken. The temporary hold will be released automatically.

How long does it take?

The time it takes for a hold to disappear depends entirely on your bank or payment provider. Usually, the funds become available again within 3 to 7 business days.

Pro Tip: Check the status of the transaction in your banking app. If it says "Pending" or "Unsettled", the money has not been taken and will be released shortly.

Packages may be returned to the sender for various reasons, such as repeated failed delivery attempts, missing delivery information, or courier errors. Due to the high volume of operations in our warehouse, we cannot reship an order that has been returned.

Once the package is received in our warehouse, we will proceed with the refund. Please allow up to 14 business days for the refund process to be completed. If you haven't received your refund within this period, contact our Customer Service for assistance.

We recommend that you first check with your neighbors or others who might have received the package by mistake. In some cases, couriers leave packages in different locations or hand them over to someone else for delivery.

If after checking you still cannot find the package, please contact us, and we will do our best to help resolve the situation.

If you have found defects in one or more items ordered, you can proceed with a return request by clicking here and selecting the reason "Item damaged / Damaged item".

To speed up the handling of your request, we ask that you attach photographs (up to 6), including:

• A photo of the internal label
• A photo of the item showing it in full
• A photo highlighting the defect found

⚠ Important: We do not offer exchanges for items. If you would like a different product, you will need to make a new purchase.

If you have received an incorrect product (color, size, different product than ordered), you can request a withdrawal and/or return within 30 days of receiving it.

During the withdrawal and/or return procedure, select "different from described" and then "item different from ordered" as the reasons.

Your order may have been split into multiple shipments, so the missing products will arrive separately.

If you have an account:

1. Log into your account.

2. Go to the Orders section and select the order of interest.

3. Click on Details to view the list of products and their respective shipments.

4. By clicking TRACK, you can follow the shipment status.

If you don't have an account, no problem!

You will receive a confirmation email for each shipment with the corresponding tracking number.

If you need assistance, please contact us!

If the courier is unable to deliver the package, the shipment will be placed on hold. This can happen for several reasons:

• Incorrect address (e.g., missing name on the intercom, wrong house number, incorrect ZIP code).
• Recipient absent at the time of delivery.

Don’t worry, you can still receive your order!

To provide us with the correct details, follow these steps:

1. Click on "Contact Us".

2. Select "Release the shipment hold" as the subject.

3. Provide your full address in the following format:

First and Last Name (as indicated on the intercom)

Street and house number

ZIP code, City, Province

Phone number

Important: If you want the package delivered to a store or company, it’s essential to provide the name or business name.

Contact us as soon as possible to release the shipment!

We strive to meet delivery times, but sometimes delays may occur, for example, if:

• The order was placed during sales or promotions.
• The items are coming from a warehouse different from the main one.
• The order was placed on a non-working day.
• Unexpected issues beyond our control occurred.
• The package is on hold.

Tracking not updated?

• If the shipment tracking isn’t updated, it could be due to:
• The courier has not yet picked up the shipment.
• The courier just picked up the shipment and the system hasn’t registered it yet.

Preparation and delivery times

We prepare your order within 1-2 business days.

Once shipped, delivery occurs within 3 business days.

If you have any questions or need assistance, please contact us!

The promo code you entered may not work due to an incorrect input (check that you have entered the right letters and numbers), specific conditions (like minimum spend), or an expiry date. If you continue to experience issues, please contact our support team for assistance.

If you have a discount code and forgot to apply it to your order, unfortunately, it cannot be applied once the payment has been confirmed. Depending on its expiration and validity, you can use it on your next purchase.

In addition to the online store sebago.com, you can also buy Sebago in physical shops (in Italy). Our Customer Service cannot, however, help you for these purchases.

Do not worry, you can still get help based on your purchase location:

• If you purchased at a single-brand Sebago store, contact the store itself: you can also contact them by e-mail or phone.
• If you purchased in a multi-brand store, you must address the retailer who, if the conditions are met, is required by law to provide the end customer with free repair or replacement of the non-compliant product or, if this is not possible, a price reduction or refund (Articles 130, 131, 132 Italian Consumer Code).
• If you purchased from an Outlet, you must go to the shop or contact them because they are a separate channel than ours.

⚠ Please note: Note that in order to obtain help with your in-store purchases, you must submit evidence.

Our Customer Service team is here to help.

Write to us: Contact form or email us at customer@sebago.com

Call us: +49 621 37909961 (Mon – Sat, 9:00 AM – 7:00 PM CEST)