Returns, Exchanges & Complaints

Need to return, exchange or make a complaint about a product? You can easily handle everything online. Simply follow our instructions and choose an available shipping carrier.

Returns & Exchanges

You can return a product or request an exchange within 14 days of receiving it. Exchanges for a different size or product are subject to availability.

Products must be complete, undamaged and show no signs of use beyond what is necessary to try them on. Customers are responsible for return shipping costs. For exchanges, customers must also cover the shipping costs of the replacement product.

Products from the Rope Laces category that have been individually customized according to the customer's requirements cannot be returned, but may be exchanged within 14 days of receipt.

Fees & Processing

Shipping costs and any payments related to returns or exchanges are settled after we receive and inspect the package. We will inform you of the outcome by email.

Returns: The previously agreed return shipping costs will be deducted from your refund.

Exchanges: Shipping costs and any price difference will be settled once the exchange has been approved.

If you withdraw from the purchase contract, we will issue your refund within the statutory period of 14 days from withdrawal. We may withhold the refund until we receive the goods or you provide proof that they have been sent back.

Product Complaints

You can submit a complaint regarding defects for which we are responsible and which become apparent within 24 months of receiving the product. We will resolve your complaint within 30 days of receiving it, unless we expressly agree on a longer period.

Submitting a complaint is completely free of charge, including return shipping and professional assessment, regardless of the outcome.

How Does It Work?

Choose what you need help with. On the relevant page, you will find detailed instructions, the required forms, available shipping carriers and shipping information.

Product Returns • Product Exchanges • Product Complaints

Need assistance? Contact us at eshop@allstarshop.cz.