Return rules

How to return parcels from the store through Omniva post machines?

  1. Fill out the product return form:
  2. Package the return item and place it in the Omniva mail machine.
  3. Money for returned goods is transferred within 10 working days after the goods are delivered to the e-store.

Return service price: 2.15 Eur

Returnable packaging requirements: not less than 2x9x14 cm and not more than 38x64x39cm. Maximum return weight: 30 kg.

How can I get a shipping sticker?

After forming the product return on the OMNIVA Returns platform, the specified e-mail you will receive a shipping sticker in the mail, which you can immediately print and attach to the package.

Where should I affix the shipping label?

Stick the package label (address card) on the upper part of the sealed package. The package label must be intact, legible and scannable – this will ensure proper processing of the package.

Where can I track the return shipment?

You can track the return shipment on the OMNIVA self-service website . You need to enter the return shipment number in the search field.

What to do if the post machine did not print the parcel (card) sticker?

No problem – put the package in the open compartment of the post machine without the address card (sticker), and when we come to pick up the package, we will stick the sticker for your package and your package will go to the recipient.

In the following circumstances, the buyer’s claims will not be satisfied:

  • At the time of purchase, you were informed of a product defect and purchased the product at a reduced price.
  • The defect is caused by improper wear of the purchased product; product defects caused by mechanical damage, e.g. torn, abraded, cut, improper use of product care products.
  • The money for the shoes is non-refundable if the shoes have been worn for some time and you did not find the size, model or shoes uncomfortable.
  • The shoes are machine washed, dried in a hot air dryer, radiator or other hot surface, which can damage the adhesive structure of the sole and cause the sole to come off.
  • Children’s shoes in sizes 18 to 24 are made of extra soft natural soft rubber, which is specially adapted to be worn by children according to their age.
  • When children are actively crawling, the front of the shoe can wear out quickly enough, a natural process that cannot be considered a defect.
  • Slippers made of natural wool have all the characteristics of wool. When worn actively, natural wool is a material that wears out fairly quickly, so the natural thinning of the wool in certain areas of the slipper cannot be considered a defect. This is a consequence of natural wear.
  • The front of the shoe is not additionally protected, it can be damaged by careless wear and interaction with other surfaces. This is not considered a defect.
  • The flashing lights on the shoes operate for a certain number of steps. Depending on how often these shoes are worn, the light period for the bulbs may vary. The manufacturer provides a warranty of 6 months or 100,000 thousand steps. If this limit is exceeded and the bulbs stop flashing, this cannot be considered a defect.
  • Many shoe models have additional trim details such as laces and other trim elements. They can be vulnerable in a very short period of wear. Such violations cannot be considered a defect.
  • Extremely light sports shoes with a sole made of very light materials can wear out quickly enough if used improperly.
  • Improperly selected footwear size and / or shape may deform and otherwise affect the footwear. The staff at the store can only advise, but the final decision is made by the customer.
  • Incorrect choice of the size and / or shape of the footwear can cause pressure on the child’s foot, which cannot be considered a defect. In order to make sure that the chosen model of footwear meets your expectations, we recommend that you try on the newly purchased shoes at home so that the commercial appearance of the footwear is not lost.
  • Patent leather shoes should not be worn in negative outdoor temperatures as the varnish may crack.
  • Wearing shoes with warming natural wool can reduce the wool layer. This is not a defect.

Product factory warranty:

We provide a 2-year factory warranty on all goods. If a factory defect occurs during this period, we will refund the money paid for the item or replace the item.

How to return a defective product?

You must complete the return form in your buyer account on the website, selecting the reason for the return as “Defective”. If you are unsure whether the warranty will apply to you, please contact us by email. email , attaching a photo of the product.

When is the quality guarantee not covered?

  • in case of mechanical damage (e.g. broken straps, laces or other decorations; tearing of solid material, textile damage, etc.)
  • in case of natural wear and tear (rubbed sole, deformation of the shoe, changes in appearance due to specific wear; faded color, etc.)
  • in case of changes caused by improper maintenance (color changes caused by dirt or other deposits; changes in the structure of leather or other natural materials, etc.)
  • for flashing LED details.
  • adhesive tapes are guaranteed for 6 months.

Complaints / Dispute Resolution and EGS Platform

In order to submit a complaint, the Customer must contact the Seller directly by filling in the form on the website or by sending the information by e-mail . If the Customer is not satisfied with the seller ‘s final response to the out – of – court settlement of consumer disputes, he may apply to the State Consumer Rights Protection Service (address Vilniaus st. 25, 01402 Vilnius, Lithuania, e-mail , telephone 852626751 , on the website in its territorial divisions in the counties or fill out the application form on the EGS platform: .

In implementing Directive no. 2013/11 / EU on alternative dispute resolution for consumer disputes and Regulation no. 524/2013 on electronic consumer dispute resolution The European Commission has set up an Electronic Consumer Dispute Resolution Platform: .

In Lithuania, the EGS platform enables independent, impartial, transparent, efficient, fast and fair resolution of national and cross-border consumer and e-mail issues arising in the internal market of the European Union. disputes between traders. The EGS platform is easy to use and can be connected to all types of devices. The platform is multilingual. It provides an automatic translation service to facilitate the resolution of disputes between persons established in different Member States of the European Union. The State Consumer Rights Protection Service is designated as the contact center of this EGS platform in Lithuania, which provides assistance to all parties to the dispute at any stage of the dispute resolution.

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