We are sorry to hear that your GIESSWEIN product has developed a defect or fault.
We will be happy to review your complaint and find a suitable solution for you. 🍀
When can I submit a complaint about a GIESSWEIN product?
You can submit a complaint if, for example, your product has a material or manufacturing defect.
Typical reasons for a complaint include:
- open or loose seams
- holes in the upper material or wool
- tears or damaged material
- damaged or torn-out eyelets
- loose or damaged soles
- damaged shoelaces
- ❗ other material or manufacturing defects
Even if your issue is not listed here, you are welcome to send us your complaint.
We review each case individually.
How can I submit a complaint?
To help us review your complaint quickly and carefully, please provide the following information:
1.) ➡️ Order number
2.) 👤 Customer number, if available
3.) 📝 Short description of the defect or fault
4.) 📸 Close-up photo of the damage + photo of the complete product
5.) ➡️ Product name or item number + color + size
Please make sure that the defect is clearly visible in the photos.
➡️ Submit your complaint via the GIESSWEIN contact form
Do I need to return the defective product immediately?
No. Please do not return the product before contacting us.
First, submit your complaint together with the required information and photos.
Our Customer Service team will review your case and inform you about the next steps.
If a return is required, we will provide you with further instructions.
Can I receive a replacement for my defective product?
Please first submit your complaint together with photos and the required information.
After reviewing your case, we will let you know which solution is available in your individual situation.
Please do not return the product on your own or automatically place a new order for a replacement.
The seam on my shoe has come undone – can I submit a complaint?
Yes. You can report an open or loose seam as a complaint.
Please send us:
- your order number
- a close-up photo of the open seam
- a photo of the complete shoe
- if possible, photos of both shoes
- a short description of the issue
We will then be happy to review the damage for you.
A hole has appeared in my GIESSWEIN shoe – what can I do?
A hole in the wool or upper material can also be submitted to us for review.
Please send us photos of the damage, a photo of the complete shoe and your order number.
If you would like us to review the damage as a complaint, we recommend not repairing or altering the product yourself before the assessment.
The material around the eyelets or lacing is torn – can I submit a complaint?
Yes. Tears in the material or damage around the eyelets and lacing can be reviewed as a complaint.
Please take a close-up photo of the damaged area as well as a photo of the complete shoe.
For a pair of shoes, please also send us photos of both shoes if possible.
The sole of my shoe is coming loose – what should I do?
A loose or damaged sole can be submitted to us for review as a complaint.
Please send us a close-up photo of the damage as well as a photo of the complete shoe.
GIESSWEIN currently does not offer its own repair or resoling service. However, if there may be a product defect, we will be happy to review your complaint individually.
My GIESSWEIN shoes smell – is this a reason for a complaint?
Odor does not automatically mean that there is a product defect.
If there is also visible damage, such as a hole, tear, open seam or damaged eyelet, you are welcome to submit this to us as a complaint together with photos.
My product is already older – can I still report the damage?
You are welcome to send us your request together with your order number, a short description and clear photos.
Our Customer Service team will then review your individual case and inform you about the possible next steps.
What is the difference between a complaint and a return?
A complaint concerns a defect or fault in the product, for example:
- hole
- tear
- open seam
- damaged eyelet
- damaged material
- loose sole
A normal return applies, for example, if:
- the size does not fit
- you do not like the model
- you do not like the color
- you have decided not to keep the product
- blisters develop because the shoe is too tight
If your product has a defect or fault, please first submit a complaint with photos.
I did not purchase the product directly from GIESSWEIN – where can I submit my complaint?
If you purchased your GIESSWEIN product from a retailer or another online shop, please contact the respective seller directly.
The retailer from whom you purchased the product is your contact for the complaint.
What do I need for my complaint?
Please have the following information ready:
1.) ➡️ Order number
2.) 👤 Customer number, if available
3.) 📝 Short description of the defect or fault
4.) 📸 Close-up photo of the damage + photo of the complete product
5.) ➡️ Product name or item number + color + size
Please make sure that the defect is clearly visible in the photos.
➡️ Submit your complaint via the GIESSWEIN contact form
Please do not return the product before contacting us.
Our Customer Service team will review your complaint and inform you about the next steps. 🍀