I think my shoes have a fault. What do I do?

How you report a fault depends on how long you've had your shoes.

• Within 100 days of delivery: start a return in the returns portal and choose the faulty reason. Your return label is free and we refund you in full.
• More than 100 days after delivery, but within 6 months of buying them: send us a warranty claim with photos.
• More than 6 months after buying them: get in touch and we'll review your case.

Please don't post your shoes back before doing one of these. You could end up paying postage you didn't need to, and parcels sent outside the portal can't be tracked or processed properly.

Within 100 days of delivery

1. Go to the returns portal for your region: Here
2. Enter your order number and email address, then select the item.
3. Choose Faulty or Damaged as the reason, then pick the option that best describes the fault, for example sole or heel, zip or fastening, or fabric. This helps our warehouse assess it when it arrives.
4. Download your free return label and drop your parcel off within 7 days.
5. Once we've received and assessed it, we refund you in full, including your original delivery cost.

Within 6 months of buying them
All Vivobarefoot footwear has a 6 month warranty against manufacturing faults. It runs from the date you bought your shoes, not from the first time you wear them. If it's been more than 100 days since delivery but less than 6 months since you bought them, submit a warranty claim and we'll review it.

Please have these ready:

• clear photos showing the fault
• a photo of the label inside the shoe
• your order number and the email address you ordered with

Submit a warranty claim

We review claims and reply within 4 working days. If your claim is approved, we send you a free return label and refund you in full once we've received and checked your shoes.

More than 6 months after buying them
We may still be able to help. Send us the same photos and order details and our team will review your case. We look at each case on its own merits, we can't guarantee an outcome outside the warranty period, and decisions on previous cases won't necessarily apply to yours.

Is it a fault or wear and tear?

Faults we cover include:

• the sole coming away from the upper
• stitching failing at a structural seam
• the upper splitting or tearing without misuse or contact with something sharp
• buckles or fasteners failing under normal use
• the shoe collapsing structurally under normal wear

Wear and tear isn't covered:

• insoles compressing over time, as they're designed to be replaced
• outsole wear from regular use
• scuffs, creasing and surface marks from walking
• laces wearing or breaking
• fading and minor cosmetic changes from regular use

Accidental damage isn't covered either.

What about laces and insoles?
We can't send laces on their own. You can buy laces from another retailer, or if you're still within your 100 day trial you can return the item for a refund. Replacement insoles are available on our website.

Can I get a replacement pair?
We refund faulty items so you can place a new order for the size or color you need. If your order number starts with EU or DE, you can choose to exchange in the returns portal instead. See "Can I exchange my item?"

I haven't worn my shoes yet. Does the warranty still apply?
Yes. The 6 months run from the date you bought them, not from the first time you wear them. Your purchase date is in your order confirmation email.

I received my Vivos as a gift
We're sorry your gift has a fault. The order is registered to the person who bought it, so we can only discuss refunds and next steps with them. Please ask them to get in touch using the links above.

I bought in a store, from another retailer, or from Revivo

• For store purchases, contact or visit the store. The team there can assess the issue and advise you.
• For other retailers, contact them directly, as their own warranty and returns policy applies. We can only help with items bought directly from Vivobarefoot.
• Revivo has its own warranty and support at support.revivo.com.