Can I exchange my item?

Yes, if your order number starts with EU or DE. You can swap your item for a different size or colour of the same product in the returns portal, and you don't need to contact us. If your order number starts with anything else, you can return your item for a refund and place a new order.

Is an exchange available for my order?
Exchanges are available on orders with an order number that starts with EU or DE. You'll find your order number in your order confirmation email. If your order is eligible, you'll see an exchange option in the returns portal when you choose your item. If your order number starts with anything else, you can still return your item for a refund and place a new order.

How does an exchange work?

1. Go to the returns portal for your region: Here
2. Enter your order number and email address.
3. Select the item you want to exchange.
4. Choose Exchange and pick the size or colour you'd like.
5. Pay the return postage. The cost is shown before your label is created.
6. Download your label and drop your parcel off within 7 days of creating it.
7. Once your return is on its way to us, we send your new item by standard delivery.

Important: Your new item is only sent once your return has been dropped off and is in transit. If you don't drop it off within 7 days, your exchange is cancelled and you're refunded automatically. We can't hold your size or colour beyond that, so it might not be available if you try again.

Good to know

• Exchanges are for the same product only. You can change the size or colour, but not the style or model.
• You can exchange an item once. If your replacement still isn't right, return it for a refund through the portal.
• Your exchange order is a new order, so your 100 day trial starts again from its delivery.
• Exchange orders are always sent by standard delivery.
• Free promotional items, digital courses, and Revivo and VivoBiome products can't be exchanged.

Can I exchange a faulty item?
If your item is faulty, our team can arrange a return label for a refund, and you can then place a new order for the size or colour you need. If your order number starts with EU and you'd rather swap it, you're welcome to start an exchange yourself in the returns portal. See "I think my shoes have a fault" for how to report a fault.

What if I already exchanged once?
You can only exchange an item once. Return the replacement for a refund through the portal, and place a new order once it's been processed.

What happens to my discount code?
If you return for a refund and place a new order, discount codes and promotions from your original order can't be reissued or used again. Your new order is treated separately, and any promotions available when you order will apply as usual. We can't replace codes that have expired or been used.

Exchanges aren't available for my order. What can I do?
Return your item for a refund through the portal and place a new order for the size or colour you need. If you'd like your new pair sooner, you can place the new order now and return the original within its 100 days.

Have a Revivo order?
Revivo doesn't offer direct exchanges. See support.revivo.com for its returns policy.