How do I return an item?

You can return an item to us within 14 days after receiving the order. Returning something to us is at your own expense. We will either exchange the item(s) and send it to you for free or refund the money. Both the returned item(s) and the packaging must be in unused and new condition, if the product packaging is damaged we will charge a fee of at least 15% of the value of the merchandise. After we received your return the exchange item or refund will be processed within 10 working days.

Sizing Information

We understand the importance of purchasing the correct size when ordering online which is why all products have detailed sizing information within their product descriptions.

If you need any extra assistance with the sizing of specific products please contact our Customer Service team and they will be more than happy to assist you. 

What is your online return policy?

All returns must be sent back to Patta within 14 days of delivery. Please go to https://patta.returnista.com/en and follow the instruction to create a return.

All returns must be accompanied with the delivery note, otherwise, we cannot process the returned item(s). 

Please ensure all footwear being returned is shipped double boxed and do not write directly or place stickers on the shoebox. Please pack all returns carefully to avoid them being damaged during transit. All products must be returned in their original packaging, with the hang tag still attached and in new and unworn condition. 

Please always use a reliable courier and include tracked and insured postage to ensure the safe arrival of the package, as we cannot take responsibility for damaged or lost items. Always keep proof of postage. Return shipping costs will not be refunded.

Returns are normally processed within 10 business days after arrival. Returns can only be refunded, we will credit the card used for the purchase of the initial order. In the case of a Paypal transaction, the payment will be refunded to the Paypal address used for the initial order. Paypal transactions are refunded the next day. iDeal can take two to three business days. Refunds for payments made via Credit Cards can sometimes take up to 30 days or less. 

How much does shipping cost?

Your shipping will be calculated according to the size of the order you’re placing, the destination it needs to be shipped to and the UPS service of your choosing. The shipping costs vary, please check your shipping cost at checkout. 

Will you restock this item?

As gross of our products are in limited quantities will be not restocking any products. This does not go for our Basic Collection, which will be restocked every other collection. 

If we do restock a product on a special occasion we announce this through our social media channels.

I don’t have my return form, what do I do?

If you lost or didn’t receive a return form with your order, please contact our Customer Service team, they can provide you with a new return form.

How long does shipping take?

PLEASE NOTE: the following information regarding the shipping times only account for the time it takes UPS to deliver your parcel with the service you have chosen. This does NOT include the time that we need to process your order to get it shipped out. We try to always ship out your order the same or the next business day. When we have big launches, we may need more time to process all the incoming orders.

UPS Standard (EU only)

Fast, reliable service for less urgent shipments

An ideal choice when speed needs to be balanced with economy

Day-specific delivery estimates let you plan delivery dates

Convenient door-to-door service

Expected arrival:

Netherlands, Belgium and Luxembourg: Next business day 

Nordics and Italy: 2 business days

Europe: 3+ business days

UPS Express Saver

Fast and economical delivery worldwide

An economical alternative to our Express service for fast delivery

Expected arrival:

Europe: Next business day

The United States and Canada: 2 business days

Asia: 3 business days

UPS Express

Express international shipping to destinations worldwide

In-house customs clearance provided

Includes up to three delivery attempts

Expected arrival:

Europe: Next business day, as early as 10:30 A.M.

United Arab Emirates and the Middle East: 2 business days, as early as 10:30 A.M.

North America, Australia and Asia: 3+ business days, as early as 10:30 A.M.

Can I change or cancel my order?

After completing your order it is not possible to change or cancel your order. Our fulfillment centre processes orders instantly and we are not able to interfere in this process. 

If there is an emergency, please contact us directly by calling us during opening hours: +31(0)20 331 8571 or send us a direct message so our customer service team can see what they can still do for you. 

What is your return address?

Our return address is shown on your delivery note. Your order can be shipped from our fulfillment center or our Amsterdam store. Please make sure to send your return back to the address that your order has been shipped from.

The address of our fulfillment center is:

Bleckmann / Patta Exclusive Sneakers BV
Nijverheidsstraat 28
7575 BJ Oldenzaal
The Netherlands

The address of our Amsterdam store is:

Patta Returns
Zeedijk 93
1012 AS Amsterdam
The Netherlands

Do you ship to BFPO addresses?No. We do not ship to BFPO addresses. 

Can you confirm you have received my return?

We aim to process returns within 10 business days of receiving them. You will be notified via email once the return is complete. 

We suggest you make a note of the tracking number of your return shipment. This will allows you to track your parcel at every stage of delivery, including arrival. 

Should you have any queries about your return, please feel free to contact our Customer Service team.

Do you ship to my country?

We ship to almost all countries worldwide. Please check in our checkout page if we are to deliver at your requested address.

What is the status of my order?There are different order statuses your order can have. The status indicates in which stage your order is. Below is a list of the different statuses your order can have when checking your order. 

Pending - We have not received your payment (yet)

Processing - Your order has been created and we will start the process of picking and packing your order so we can ship it out to you. 

Complete - Your order has been completed and has been dispatched to you. 

Can I get my VAT back when I am ordering from a non-EU country?

For customers ordering outside the EU it is not possible to get a refund or deduction of any VAT. 

Where is my order?
You can find the status of your order in your account on our website. If your order has been dispatched you have received a shipping email with your UPS tracking number. With this number you can track your parcel on www.ups.com

Where can I find more information on a product?
All our products in our webshop are provided with an extensive product description of the product. Please scroll down on the product page to find the product description and size chart.

How long will it be before I get a refund?
Returns are normally processed within 10 business days after arrival. As soon as your return has been processed you will receive an email notification about your refund. 

There is a problem with the order I received.

If you have a problem with the order that you received, for instance, you have received a wrong item or the item has a defect. Please contact our customer service team by sending a message with, if necessary, a picture of the problem that you are facing. Our customer service team will get in touch with you as soon as possible and will see how they can find a suitable solution for you.

Do you ship to PO Box addresses?
No. We do not ship to PO Box addresses.

Can I change the shipping address?
For orders placed online we provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address or to verify details with our customers before shipping to a different address.

If you have made a mistake with your shipping details please contact our Customer Services team immediately via telephone or Live Chat and we will try to amend them.

Please note, due to the speed at of our fulfilment centre, we can make no guarantees to change addresses prior to shipping. As soon as your order has been locked for processing at our fulfilment centre we are unable to amend the shipping address.

Do I pay customs & import charges if I live outside the EU?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot calculate these costs upfront as customs policies and import duties vary widely. You can try to get in touch with your local customs office for current charges before you order so you will not be surprised by the extra costs that will be added. 

Customers take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will be deducted from your refund.

How do I know if my order was successful?
You will receive a confirmation email as soon as your order has been placed and is being processed. You will receive a further dispatch confirmation email once your order has been picked, packed and is ready to be dispatched. 

If any other issues occur, our customer service team will get in touch with you to let you know what is going on. 

How long will it be before I get an exchange?
If the requested exchange item is still in stock, an exchange order will be created for you and you will receive an email notification. As soon as this new order has been created your product will be shipped out on the same day or the day after. When shipped, you will receive a shipping email with your new UPS tracking number. 

The item I purchased is now on sale, can I get the difference refunded?
As soon as an item you purchased goes on sale online, the difference can not be refunded to you. Since we do understand this might be frustrating you can, of course, return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our return policy. Please note, we cannot guarantee that another customer won't purchase this item first.

How do I know if my item has been dispatched?
As soon as your order has been dispatched you will receive a shipping email. This email will contain your UPS tracking number where you can track your parcel with. 

What couriers do you use for shipping?
All our orders will be shipped via UPS.

How can I track my parcel?
All our parcels will be dispatched with a tracking number that UPS provides. You can track your parcel HERE 

Can I exchange my order?
It is possible to request for an exchange when you place a request for a return. Please follow the steps on https://patta.returnista.com/en

As soon as your return request will be accepted you can return the item back to us and as soon as your return has been processed (within 10 workdays) you will receive a refund for the item that you have returned and a new order for the exchange item will be created for you. The shipping cost for this exchange order will be on us and as soon as you completed the payment of this order you will receive a shipping email when we have dispatched the order.

What if I'm not home when my parcel gets delivered?
If there is no one home at the time of delivery, UPS will do another delivery attempt the next business day or will directly deliver your parcel to a UPS Access Point near you. The courier will leave a note. This note will notify you of the second delivery attempt or at which UPS Access Point you will be able to pick up your parcel. 

Can someone else sign for my shipment?
Yes, someone other than the addressee can sign for your shipment. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.