Refund policy

We want you to be certain about the pair you keep. If something is not right, this is how we sort it out.

28-day returns

You have 28 days from the day your order is delivered to tell us you would like to return or exchange it. To be accepted, footwear must be:

• Unworn outside. Please try shoes on indoors, on a clean carpeted surface
• Free from scuffs, marks, creasing and any wear to the soles
• Returned complete, with the original shoe box and any dust bags, spare laces or care cards

Please do not use the shoe box as the outer shipping box or tape labels directly onto it — the box is part of the product. Returns that arrive worn, damaged or incomplete may be refused or refunded in part.

Your legal right to cancel

Separately from the 28-day policy above, if you are a consumer in the United Kingdom you have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days of receiving it, without giving a reason. You then have a further 14 days to send the goods back. In that case we refund the price of the goods plus the standard delivery charge you originally paid. Our 28-day policy is offered in addition to this right and does not replace it.

How to start a return

Email hello@tarreno.com with your order number and whether you would like a refund, a different size, or a different pair. We reply within one working day with the return address and instructions. Please do not send anything back before you hear from us — unannounced returns can go missing.

Exchanges and sizing

If you are between sizes or unsure, email us before you order and we will help you choose. Once your return is on its way back to us we will get the replacement pair ready, so you are not waiting twice.

Return postage

Unless your order arrived faulty, damaged or incorrect, return postage is your responsibility. We recommend a tracked service and keeping the receipt — we cannot take responsibility for returns that go missing on their way to us. Where you exercise your statutory 14-day cancellation right, return postage is also your responsibility.

Faulty, damaged or incorrect orders

If your order arrives faulty, damaged or is not what you ordered, email us within 30 days of delivery with a photograph. We cover the full cost of putting it right — a replacement or a full refund including delivery, whichever you prefer. This is in addition to your rights under the Consumer Rights Act 2015.

Refunds

Once your return reaches us and passes a quick check, we process your refund to the original payment method within 3 working days. Depending on your bank, card refunds can take up to 10 working days to appear on your statement. We email you the moment it is sent.

Cancelling before dispatch

Changed your mind? Email us within 24 hours of ordering and, as long as it has not yet been dispatched, we will cancel it and refund you in full.

Contact

Tarreno · Granaatstraat 42, 1074 HN Amsterdam, The Netherlands · hello@tarreno.com