RETURNS

As your shoes are specially made for you in our Italian workshop after ordering, restitution of the purchase amount is not possible. As it is very important to us that you are 100% pleased with your new shoes, we employ the following return policy:

# 1. Not the right size or fit.

If the shoes do not fit properly, please contact us within 7 days of receiving the shoes by filling out the contact form on the website or by sending an email to contact@annavanmills.com, mentioning the order number and a clear reason. We will come back to you as soon as possible to provide you with the possibilities for free adjustment or replacement of the shoes.

Please Note!

  • It can occur that your feet are a little swollen at the end of the day as a result of the strain during the day. Therefore, we always recommend fitting the received shoes at the beginning of the day.
  • Always fit the shoes on a clean and soft surface to ensure that no damage is caused to the shoes.
  • We recommend you to try on and examine a prototype of the desired shoe model beforehand. An appointment to discuss the possibilities can be made via our contact form on the website or by sending an email to contact@annavanmills.com. In addition, we advise to view the “shoe size table” on the website.

    # 2. The design of the shoes received by the customer does not match the 3D images on the website.

    By using the most advanced 3D technology, our design configurator renders a photorealistic depiction. All 3D colors and materials are virtually the same as in real life. Nevertheless, factors such as monitor type and lighting affect this and a small deviation between the 3D images and the physical design received by customer may be possible.

    # 3. There is a manufacturing defect (guarantee).

    Should there appear to be a manufacturing defect, the problem may manifest itself at a later stage. In these cases, we apply a warranty period of 6 months after receipt of the shoes. This guarantee does not apply if:

    1. You are in default towards us;
    2. You have repaired and/or altered the delivered shoes yourself or have had it repaired/altered by third parties;
    3. The delivered shoes have been exposed to abnormal conditions or have otherwise been handled carelessly or handled contrary to our instructions and/or our maintenance instructions on the website.

    In all cases described above (Reasons for return), the following return procedure applies:

    • Please contact us within 14 days of receipt of the shoes. Contact can be made via the contact form on the website or by sending an email to contact@annavanmills.com, with reference to the order number and a clear reason for the return.

    In the case of warranty, please file the complaint in writing to us within 6 months of receipt of the shoes, in order to discuss the possibilities of repair, modification or replacement of the shoes.

    • We will evaluate and respond to the complaint within 48 hours after receipt of the complaint, in which case there are three possible solutions:
    1. Acceptance of return by us after which the shoes will be adjusted for you free of charge;
    2. Acceptance of return by us after which you will receive a new pair of shoes in a different size, with the same design;
    3. Acceptance of return by us after which you will receive a new pair of shoes of a different design and/or in a different color.
    • Please return the shoes to the address mentioned below, unworn and undamaged, within 30 days of receipt of the answer of us;
    ANNA van MILLS B.V.
    Keizersgracht 241
    1016 EA Amsterdam

    Return costs are at your risk. We therefore recommend to send the package insured and including a track & trace code. For rates for returns, we refer to the following websites of potential carriers. For the return of packages within the Netherlands, we refer to the website of PostNL:
    http://www.postnl.nl

    For returning packages from the EU to NL, we refer to the website of UPS:
    http://www.ups.com

    We accept no responsibility for lost returns.

    • Shoes should be returned in the original packaging, including accessories and documentation. Any free items sent by us should also be returned.
    • We reserve the right to decline incomplete returns.

    Please note! Shoes that have been damaged due to negligence by you or shoes that have been worn by you, will not be modified or replaced free of charge.