Terms of service

whatshoes is operated by Otter OÜ (reg. 16698391), Vesivärava 50, 10152 Tallinn, Estonia.

Prices and ordering

  • Product prices are shown in the online shop and are listed in euros.
  • A delivery fee is added at checkout depending on your location and chosen delivery method.
  • Your order is confirmed once payment has been received in full.
  • If an ordered item is unavailable, you will be notified promptly and refunded within 1–5 working days (up to 7 working days depending on payment method).

Delivery

  • We ship to European Union countries.
  • Orders are usually delivered within 4–8 working days of order confirmation.
  • In exceptional cases, delivery may take up to 14 working days. If a longer timeframe applies, you will be notified.
  • Delivery costs are shown at checkout. Free shipping is available on qualifying orders — check at checkout whether your order qualifies.

Returns and right of withdrawal

  • You have the right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
  • To initiate a return, contact us at hello@whatshoes.co within 30 days of placing your order.
  • Items must be returned unused and in original condition. You may examine goods as you would in a physical shop, but not use them beyond that.
  • If items show signs of use beyond normal examination, the refund amount may be reduced to reflect the decrease in value.
  • Goods must be returned within 14 days of submitting your withdrawal request, or you must provide proof of handover to a carrier within that period.
  • Return shipping costs are borne by the buyer, unless the item does not match what was ordered or is defective.
  • Refunds are processed within 14 days of receiving the returned item or proof of return, whichever comes first.
  • The right of withdrawal does not apply to business buyers (legal persons).

Defects and warranty

  • We are liable for defects in goods that existed at the time of delivery and become apparent within two years of delivery.
  • Within the first year after delivery, any defect is presumed to have existed at the time of delivery.
  • If you discover a defect, contact us at hello@whatshoes.co within two months of noticing it.
  • We are not liable for defects caused by misuse, accident, or normal wear and tear after delivery.
  • For covered defects, we will repair or replace the item. If repair or replacement is not possible, we will issue a full refund.
  • We respond to complaints within 15 days in writing.

Dispute resolution