We're sorry if you're experiencing delays with dispatching of your parcel or processing of a return. Our distribution centres are currently working through a larger than normal volume of orders. Rest assured our staff are working as quickly as possible while also adhering to best practices around COVID-19 guidelines. 

In this unprecedented and uncertain period, we would like to assure you that the FitFlop Team is committed to ensuring the delivery of your orders in the optimal health and safety conditions. Our main concern remains your safety and that of our employees. Measures have been taken in our logistics centers to enable the delivery of each order in the best possible conditions. As a precautionary measure, we have suspended all deliveries to relay in accordance with government directives. All home deliveries will still be fulfilled by our carriers in full compliance with health regulations.

How do I return an item?

  1. Please contact Customer Service before you arrange your return as we’ll need to provide you with the Invoice for your order to help complete Customs Documents.
  2. Place the shoes back in the original packaging if possible.
  3. On the bottom of your dispatch note, complete and cut out the returns slip and place into your packaging.  Please indicate the reason for return using the codes provided and, in the case of a fault or error on our part, please provide a full description in the space provided.
  4. Cut out the returns label on the bottom of your dispatch note and affix it to the outside of the parcel. If you have lost your returns label, please contact Customer Service for further assistance.
  5. Please ensure that the correct customs paperwork is completed when sending your returns back to Fitflop.
Please send all returns to the following address:
FitFlop Returns Department
Spark Response
Follingsby Avenue
Follingsby Park
NE10 8HQ
United Kingdom
If you have any difficulty or have any other queries regarding the returns service, customer service will be able to assist at info.eu@fitflop.com or on +44 207 751 3694
Switzerland returns
Please follow these instructions:
1. Contact our customer services team on +44 207 751 3694 who will arrange for returns paperwork, including a shipping label, to be sent to you.
2. Complete the form overleaf, stating the reason for return and include that section of the document in your parcel.
3. Take your labelled parcel to your nearest DHL drop-off point and retain the receipt issued. You can find your nearest drop-off location on your local DHL website. If we have sent the wrong items, or on arrival your order is faulty, damaged or not as described, you will not be charged for the cost of your return. For all other returns, we will make a deduction of €7.00 from your refund to cover the cost of carriage.

Things to note

  • Returns are accepted up to 28 days from your order date. 
  • All returns are chargeable from Europe.
  • We unfortunately cannot accept liability for returned goods that we don't receive (please hold onto your proof of postage), or for those that get damaged in shipping on their return.
  • Item(s) returned must be in their original and saleable condition without having been worn outdoors, unless it is faulty.
  • Please contact customer service if the product arrived faulty on +442077513694 or via email on info.eu@fitflop.com
  • If you have any difficulty or have any other queries regarding the returns procedure, our Customer Services Department will be able to assist at info.eu@fitflop.com or on +44 207 751 3694.
  • Please allow up to 10 days from return date for the refund to be made to the original payment account.