I Think My Shoes Have a Fault. What Do I Do?

Before you do anything else — please don't send your shoes back yet. Taking two minutes to follow the right steps below will get your issue resolved faster and make sure you don't end up out of pocket on return postage you didn't need to pay.

Within 100 days of delivery You can start a return directly through our returns portal, no need to contact us first, it's quick and straightforward. When selecting your reason for return, choose Faulty or Damaged and you'll be asked to select the specific reason that best describes the issue (for example: Sole/Heel, Zip/Fastening, Fabric etc). This helps us assess your item as soon as it arrives at the warehouse. Selecting this option will generate a free return label so there's no cost to you.

Simply drop off your parcel with your chosen carrier and once we receive it we'll process a full refund.

Start your return here or see our How to Use the Returns Portal FAQ for a full step-by-step guide.

Within our 6-month warranty All Vivobarefoot footwear includes a 6-month warranty against manufacturing faults, starting from the date your order was delivered. If you're outside the 100-day return window but still within 6 months of delivery, please submit a claim using the link below and we'll review it and come back to you with next steps.

Before submitting please have the following ready as we'll need them to assess your claim:

• Clear photos showing the fault
• A photo of the label on the inside of the shoe
• Your order number and the email address used to place the order

Submit a warranty claim here

Over 6 months since delivery If your shoes are outside of the 6-month warranty period, we may still be able to help in some circumstances. Please get in touch via the link above with your photos and order details and our team will review your case. Please note that we assess each case individually and on its own merits. We're unable to guarantee an outcome outside of the warranty period, and decisions made on previous cases won't necessarily apply to yours.

I haven't worn my shoes yet — does the warranty still apply? Yes, but please note that the 6-month warranty runs from the date your order was delivered, not from the first time you wear them. If you're unsure of your delivery date, check your original order confirmation email.

Received your Vivos as a gift? We completely understand how frustrating a fault can be, especially on a gift. However, as the order will be registered to the person who purchased them, we're only able to discuss refund and resolution options directly with the original buyer. Please ask the person who purchased the shoes to get in touch with us using the links above and we'll get it sorted for them as quickly as possible.

Did You Buy In Store? If you purchased your shoes at a Vivobarefoot store, please contact or visit the store directly. The store team will be able to assess the issue and advise on next steps.

Did You Buy From a Third-Party Retailer? We're only able to assist with items purchased directly from Vivobarefoot. If your shoes were bought from a third-party retailer, independent store, or reseller, please contact them directly as their own warranty and returns policy will apply.

Have a Revivo order? Revivo is our pre-loved footwear brand with its own dedicated support and policies — visit support.revivo.com for help.