International returns and exchanges

You have 30 days from delivery to return or exchange an international order. This page explains the steps, who pays for the return postage and when the money comes back. The formal terms are in our Returns & Exchanges Policy and the Public offer.

The short version

• 30 days from the day you receive the parcel, for orders shipped to any of the 38 countries we ship to.
• Return method: by post or courier to our address in Ukraine, which our manager sends you. There are no drop-off points or in-store returns abroad.
• Condition: unworn, unused, in the original box and packaging, with all accessories.
• Return postage: paid by you for a size exchange or a change of mind; paid by us if the pair is defective or you received the wrong item.
• No restocking fee and no other deductions from the product price.
• Refund: the product price, to your original payment method, within 20 days after we receive and check the pair.
• Duties and taxes you paid on import are not refunded by us; in many countries you can reclaim them from your customs authority.
• Warranty: every pair has a 30-day warranty against manufacturing defects.

Countries covered by this policy

This policy applies in the same way to every country we ship to. Ukraine has its own 14-day terms (Returns & Exchanges Policy).

How to return or exchange a pair

1. Write to us first. Email babylon.obrash@gmail.com with your order number, the reason (size, change of mind, defect) and, for a defect or damage, photos of the pair and the box. Please don't send a parcel without our confirmation.
2. Get the return address and instructions. Our manager confirms the return and tells you how to fill in the customs form so that the parcel is treated as returned goods.
3. Send the parcel with your national post or a courier and keep the tracking number. We recommend a tracked service: we can only refund a return that reaches us.
4. We check the pair when it arrives and confirm the refund or send the replacement.

Exchanging for another size or model

Exchanges depend on availability. Many sizes are made to order, so if the size you need is not in stock, we can sew it within 3 business days. If you would rather have a different model, the price difference is settled with our manager; if nothing suits you, you get a refund. To avoid an exchange, measure your foot before ordering and compare it with the model's chart — our size guide shows EU, UK and US sizes and foot length.

Defects and damage in transit

If a pair arrives damaged, email us within 7 days of delivery with photos of the outer packaging and the shoes. If a manufacturing defect appears within the 30-day warranty, send us a description and photos. In both cases we cover the return postage and arrange a repair, a replacement or a refund. The warranty does not cover wear and tear, improper care or mechanical damage.

When will I get my money back?

Within 20 days after the returned pair reaches us and passes the check, we refund the product price to the card or payment method you used. Your bank may need a few more days to show it. Shipping to you was free, so there is no shipping charge to refund; the return postage you paid for a non-defective item is not refunded.

Your statutory rights

This policy does not limit any consumer rights you have under the law of your country of residence. In the EU and the UK, for example, you can withdraw from an online purchase within 14 days of delivery without giving a reason — our 30-day period is longer than that.

Questions

Email babylon.obrash@gmail.com or write to us on WhatsApp or Telegram, daily 9:00–20:00 Kyiv time. Shipping times and import charges: Shipping & duties.