FAQ

Q: Where are you based?
A: We’re proudly based in Cologne, Germany.

 

 

Shipping & Orders:

Q: Do you ship internationally?
A: Currently we ship EU wide only. We working on shipping into the     USA and UK. We keep you updated.

Q: How long will my order take to arrive?
A:

• Germany: 2–4 business days
• Europe: 2–7 business days
• UK: TBA
• USA: TBA

Tracking Info is provided once your order ships.

Q: Will I have to pay customs or import fees?
A: Orders shipped outside the EU may be subject to local customs duties or taxes. Sorry but these are the responsibility of the customer. If we could take that away, we honestly would.

 

 

Sizing & Fit:

Q: How do your shoes fit?
A: Our shoes fit true to size. If you’re between sizes or prefer a looser fit, we recommend going half a size up.

Q: Do you offer half sizes?
A: Yes, we do.

Q: Are your shoes Vegan friendly?

A: We offer Vegan friendly options across our range, please check our product page for further info and material specifics.

 

 

Returns & Exchanges:

Q: Can I return or exchange my shoes?
A: Yes, you have 14 days from the delivery date to return or exchange items. Shoes must be unworn and in their original packaging.

You can return or exchange your shoes within 14 days of the purchase date, as long as they are unused, in their original packaging, and accompanied by a valid receipt or order number.
Please note: return shipping costs are the responsibility of the customer. We will cover the cost of shipping for any replacement items.

 

 

Return Conditions:

1.   Sending Your Return:
Send the shoes along with a completed return form via mail or any courier service of your choice. If you are unsure how to send your return, please reach out through our contact page for guidance.

2.   Proof of Shipping & Condition:
Always obtain proof of postage or a tracking number. We cannot be held responsible for lost or damaged returns. Shoes must be carefully packed and returned in like-new condition. If packaging is missing or the shoes arrive damaged or worn, we reserve the right to refuse the return or deduct a portion of the refund to account for depreciation. Returns are only accepted in the original packaging.

3.   Used or Damaged Items:
Shoes that have been worn, tested, or show signs of use cannot be returned. If the product is damaged during wear or improper handling (for example, pulling too hard on eyelets or damaging soles), we cannot accept the return. Please try shoes on indoors to ensure fit before wearing them outside.

4.   Refunds:
We will refund the value of the returned shoes only. Express shipping fees are non-refundable. If you return a full order that included free items (except stickers), those must also be returned; otherwise, the cost of those items will be deducted from your refund.

5.   Processing Time:
We aim to process returns within 5 business days of receiving them. Refunds are typically issued within 14 business days after your return is approved.

 

 

Important Notes

Items returned for exchange or refund must be unused and in original condition, including all manufacturer packaging. Returns showing signs of wear or damage may be subject to a depreciation fee or returned to you at your expense. These terms are outlined on our website and do not affect your statutory rights.

 

 

Faulty Items

If you believe your shoes are faulty, please contact us via email info@higherworld.com or mail@uprail.de  before sending them back.
If the item is confirmed to be defective, we will cover return shipping costs (up to €5 for standard items and €10 for heavier packages). Please note: we must first confirm the issue before approving a return for faulty goods.

 

 

Product Care & Warranty

Q: How long will the shoes last?
A: Our shoes are built for high-performance use. Longevity depends on how and where you ride, but we use reinforced stitching and wear-resistant materials to extend their life.

Q: Do you offer a warranty?
A: Yes. We offer a 90-day warranty against manufacturing defects.

 

 

Contact & Support

Q: How can I contact you?
A: Email us anytime at info@higherworld.com or mail@uprail.de  or DM us on Instagram @higherfootwear. We usually reply within 24 hours.