Refund policy

 

EKVAK Return & Refund Policy

Last updated: August 2026

At EKVAK, every pair of boots is carefully handcrafted by experienced shoemakers using traditional Goodyear welt construction. Because our products involve skilled craftsmanship and careful preparation, we have created the following return and refund policy to ensure a fair experience for both our customers and our craftsmen.

Returns

We accept returns for eligible products within 14 days after delivery.

To be eligible for a return:

  • The boots must be unused and unworn.
  • The boots must be returned in their original condition, including original packaging.
  • The sole must show no signs of wear.
  • The product must include all original accessories and documentation.
  • Proof of purchase is required.

Before sending any return, customers must contact us at:

hongjiang@ekvak.com

Returns sent without prior approval will not be accepted.

Return Shipping

For approved returns, customers are responsible for the return shipping cost unless:

  • The item arrived damaged;
  • The wrong item was shipped;
  • There is a confirmed manufacturing defect.

Because EKVAK boots are handcrafted and shipped internationally, return shipping costs can be significant. We recommend using a trackable shipping service.

Quality Issues, Damages & Incorrect Orders

Please inspect your order immediately after delivery.

If your boots arrive:

  • damaged during transportation;
  • defective due to manufacturing issues;
  • different from the product ordered;

please contact us within 7 days of delivery with photos and order information.

Our team will evaluate the issue and provide an appropriate solution, including repair, replacement, or refund when applicable.

Custom Made & Special Orders

Due to the handcrafted nature of EKVAK products:

Custom-made boots, personalized orders, special sizing requests, and modified designs cannot be returned unless there is a confirmed manufacturing defect.

Custom orders begin production after confirmation, and materials and craftsmanship are prepared specifically for each customer.

Exchanges

At this time, we do not offer direct exchanges.

If you need a different size or style:

  1. Request an eligible return;
  2. Once the return is approved and received;
  3. Place a new order for your preferred size or product.

For sizing assistance, please contact us before ordering. Our team is happy to help ensure the best fit.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel your order within 14 days after receiving your goods, according to applicable consumer protection laws.

To exercise this right:

  • The item must be unused and in original condition;
  • The customer must notify EKVAK within the 14-day period;
  • Return shipping costs may be the responsibility of the customer unless otherwise required by law.

This withdrawal right does not apply to products that are made according to customer specifications, personalized products, or custom-made boots.

Refunds

Once we receive your returned item, we will inspect the condition of the product.

If the return is approved:

  • A refund will be issued to the original payment method;
  • The refund will be processed within 10 business days;
  • Your bank or payment provider may require additional processing time.

Original shipping fees, customs duties, taxes, or import charges (where applicable) may not be refundable.

Contact Us

For any return or refund questions, please contact:

Email:

hongjiang@ekvak.com