frequently ask questions

SHIPPING

When is my order going to be shipped?

Usually the order is shipped within one workday from Monday until Friday

Is there a tracking number?

As soon as the order is processed, you receive an email with the url to track your order.

SIZES

Do SORBAS shoes run big, small or true to size?

This differs depending on whether you are male or female. More information can be found in our size guide.

TAKE A LOOK

Is it possible to take a look at the shoes in Berlin?

Unfortunately, we do not run a store or a showroom in Berlin. Our shoes are only available online.

Is it possible to buy your shoes in stores?

Currently, our shoes are only available online. That enables us to pay fair wages to our shoemakers and sell our shoes at a reasonable price. However, we are planning to deliver our shoes to stores in a number of cities in order to make it possible to try them on. If the shoes do not fit, you can send them back from Germany for free using our return platform

AVAILABILITY

My size is currently not available – when can it be shipped again?

Usually sold-out sizes are being replaced in 3-6 weeks. However, it is possible that models which have been on sale cannot be reproduced.

SHOE CARE

How do I take care of my SORBAS shoes?

On all our materials, you can use a wet sponge or cloth, possibly even with a bit of shampoo, to carefully wash off dirt. Thereafter, you should use impregnation spray to treat the clean shoes on a regular basis. You can use any commercially available textile or leather spray for that purpose. However, we advise you to test the spray on a small and less visible part of the shoe.

SHOE RETURN

Can I return or exchange the shoes after buying them?

You can return shoes that have not been worn within 14 days after purchase. You will find more details soon on our exchange and return page.

Is there a free return label for exchange and return?

If you want to return shoes in Germany, you can print a free dpd-return label on our return platform. Unfortunately, we do not have return labels available from other countries.

REFUND

How long does it take to receive the refund after return?

Processing the refund usually takes 3-7 days after we received the shoes. The refund is usually paid using the same payment method that you used for the initial payment. Refund via credit card usually takes a bit longer. Be reminded that refund via credit card will usually be shown on your credit card bill and not on your account statement.

DEFECTS

I have received shoes that have defects. What can I do?

Our shoemakers are very concerned with delivering high quality. However, if you should find defects, write us at hello@sorbasshoes.com and we will take care of exchanging the shoes.

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