Frequently asked questions (FAQ)

Here are some frequently asked questions. If you do not find the answer, you can use the contact form to get in touch with us at any time.

General questions

Order

Can I also place an order by phone, fax, or mail?

Unfortunately, it is currently not possible to place orders with BIRKENSTOCK by phone, fax, or mail. Our customer service team will be happy to help if you have any questions regarding an online order, a complaint, or a return.

Do I need a customer account to place an order?

No, you do not require a customer account. You can also place an order as a guest.

What happens once an order is completed?

After your order is completed, we will send you an order confirmation by e-mail. This will include all of your order details. If you have set up a customer account, you can see the status of your order at any time under "My order history."

As soon as your order has been sent out, you will receive an e-mail notification containing a shipment tracking link and the invoice as a PDF file. A hard copy of the invoice will also be enclosed with your shipment.

Can I cancel or amend my order (e.g. change the delivery address)?

If your order has not yet been dispatched, you can cancel it completely via customer service. Unfortunately, it is not possible to add additional items to your order, remove individual items, or amend the size/width of individual items.

Unfortunately, we cannot say in advance exactly when your order will be sent. The BIRKENSTOCK customer service team will be happy to help. In the Contact us section of our website, you will find the telephone number (go to "Contact us").

If your order has already been sent, you can send it back free of charge upon receipt.

Can companies place orders with you?

Unfortunately, we are currently unable to process any orders made by corporate clients in our online shop.

Shipping and delivery information

What countries do you deliver to?

When you visit www.birkenstock.com, you will be automatically directed to the right country website. Delivery can only be made to a delivery address in the country selected. If necessary, you can also select your country yourself: You can find the selected country in the upper left-hand corner and in the menu on smartphones.

How much is shipping and handling?

If the value of your order exceeds €80.00, delivery is free of charge within Finland.

If the value of your order is less than €80.00, standard delivery within Finland costs €4.95 per order.

We charge a €15 shipping fee for express deliveries – irrespective of the value of the order..

How long does it take to deliver?

We generally deliver within 5-7 workdays.

Receive your Christmas shopping on time

For your Christmas shopping to arrive before the holiday season, you can place your orders up to 11:59 p.m. on December 12, 2017, with Itella/Posti.

Where do I find the delivery status (shipment tracking)?

As soon as your order has been passed on to our logistics partner, you will receive a shipping confirmation e-mail containing the shipment number. You can use this number to track the status of your shipment on our shipment tracking site.

Is there an express delivery option?

If you place your order before 2 p.m. CET Monday to Thursday, you will receive your items on the next workday. Unfortunately, no deliveries are made on public holidays. In this instance, you should receive your order on the next workday after the public holiday. You will receive a shipment tracking link once your order has left the warehouse.

Returns

Are returns free of charge?

Yes, returns are free of charge. You will receive a pre-franked returns label with each shipment. You can use this label to return your items.

How much time do I have to return the items?

Once you have received your order, you have 14 days to return the items to us at BIRKENSTOCK.

Extended right to return at Christmas.
Orders we receive between December 1 and 24, 2017, may be returned up to January 13, 2018.

How do returns work? What do I have to do?

If, for whatever reason, you are not satisfied with your order, you can return unworn/unused items within 14 days. Please proceed as follows:

  • Complete the enclosed returns form. In order to continuously improve our products and services, we kindly ask you to state the reason why you are returning each item.
  • Place the item and the form in the parcel and seal it.
  • Affix the enclosed returns label to the parcel and hand it in at a UPS Packstation. If you use the labels provided, you will incur no charge for returning the items.

I have not received a returns label or have lost my returns label. Do I now have to pay for the return?

No, you do not have to pay for the return.

Simply get in touch with our (customer service team, who will provide you with a new returns label so that you can return the items free of charge.

Can I return items that I have bought from the online shop at bricks-and-mortar retailers, and vice versa?

Please note that purchases from the online shop cannot be returned or exchanged in a bricks-and-mortar shop (BIRKENSTOCK store/outlet, third-party retailer), nor can complaints about such purchases be lodged in these locations.

And purchases from bricks-and-mortar shops cannot be returned to the online shop and complaints about such purchases cannot be lodged there.

How long does the refund normally take?

A refund of the purchase price will be approved once we have received and examined the returned items.

  • In our experience, a refund to a bank account can take up to five workdays.
  • If payment has been made using PayPal, the refund can take up to ten workdays.
  • Refunds to a credit card can also take up to ten workdays. Please note that the credit will appear on your next credit card statement, even though the credit has already been applied. We have no influence over the date of your credit card statement.

Exchanges and complaints

Can I exchange one item for another?

For technical reasons, we do not offer exchanges.

If you ordered the wrong size or would prefer a shoe in a different color, simply order the desired item. Just return the item already delivered free of charge using the returns label provided.

I have received a defective product – how should I proceed?

We conduct intensive quality checks in line with the highest standards. However, if you receive an item that is not in perfect condition, you can, of course, return it to us free of charge. Simply use the existing returns process ("How do returns work? What do I have to do?").

Product availability

My size/width/favorite model is no longer available.

If a particular model or size is no longer available on our website, this means that it is no longer in stock. Some BIRKENSTOCK models are only available for a limited period, whereas others are manufactured again for each collection.

Unfortunately, our customer service team has no access to our warehouse stocks and production information and is therefore unable to provide you with any further details about whether a product will become available again.

In this instance, we kindly ask you to have another look in a few weeks. The model you are looking for may once again be available

Gift certificates and promotional codes

Where can I buy gift certificates?

Unfortunately, it is not currently possible to buy gift certificates for the BIRKENSTOCK Online Shop.

Where can I redeem promotional codes/gift certificates?

If you have a promotional code or a gift certificate, you can redeem it in your shopping cart. Below the items you wish to order, you will find a text box where you can enter your code. Please click on "Apply," and your discount will be applied immediately.

Please note that some promotional codes and/or gift certificates may only be valid subject to certain conditions (e.g. a minimum order value) and may not be valid in combination with other promotions.

In the event that your code/gift certificate does not work or if you receive an error message, please get in touch. In the "Contact us" section of our website, you will find the telephone number of the BIRKENSTOCK customer service.

Payment

What payment methods are available?

In our BIRKENSTOCK Online Shop, you can choose from a wide range of secure payment methods:

  • Credit card (Visa + MasterCard + American Express)
  • PayPal

You can find more detailed information on the available payment methods here: overview of payment methods

Customer account, password and newsletter

Benefits of creating an account

If you create a BIRKENSTOCK Online Shop account, you will enjoy various benefits that make your visit even faster and more convenient. We offer the following services after you create an account:

  • A summary of your orders and their statuses
  • An option to save your billing and delivery addresses and to conveniently import them when placing an order
  • An option to set your preferred payment method
  • Special offers that are only available to registered customers

How can I create an account?

You can set up a free customer account at any time in the following ways:


You will be directed to a form, where you can enter your name, e-mail address, postal address, and a password of your choice. We will send you an e-mail once your registration has been confirmed.

What can I do if I have forgotten my password?

Open the log-in area (https://www.birkenstock.com/fi-en/login) and click on "Forgotten password." Then enter your e-mail address. You will then receive an e-mail containing a link that lets you reset your password.

Sandals, shoes and accessories

Size and width information

Which size and width will fit me?

Each foot is different. Unfortunately, we are therefore unable to make an individual size recommendation for every customer. We do, however, recommend that you measure your feet, even if you think you know your size.

Many BIRKENSTOCK models are available in two widths – slim and normal. In order to determine which width is right for you, start by measuring the length of your feet. You can use the template mentioned below. Print this out on a standard A4 sheet of paper and proceed as follows:

Download the foot measurement template

Determining the right size:

Place your right foot on the outline, ensuring that the heel and inside foot are level with the lines. You can now see the length from the millimeter scale. You will get the best results if you perform the measurement while standing.

Determining the right width:

Now trace the outline of your right foot using a pencil, ensuring that you keep the pencil as upright as possible. If the outline falls within the curve indicated, then we recommend a slim model. If the outline falls outside the curve indicated, it is highly likely that you need the normal width.

I already have BIRKENSTOCK shoes. How do I know whether I have the slim or normal width?

In every BIRKENSTOCK shoe, as well as on the box, the width is indicated using one of the two symbols below:

Shaded footprint: slim width

Non-shaded footprint: normal width

Material and care information

Where can I find details of the various materials (e.g. Birko-Flor)?

You can find comprehensive information on our materials here:
http://www.birkenstock.com/fi-en/materials/knowledge-material.html

Where can I find information on the various footbed types?

You will find information on the original BIRKENSTOCK footbed and the Blue Footbed here:
http://www.birkenstock.com/fi-en/footbed/knowledge-footbed.html

For particularly sensitive feet, BIRKENSTOCK offers a range of models with an integrated soft footbed. You can find more information on the soft footbed here:
http://www.birkenstock.com/fi-en/soft-bed/knowledge-softfootbed.html

You can find a list of all models with a soft footbed here:
http://www.birkenstock.com/fi-en/search?q=soft-footbed

Do you also offer vegan shoes?

Ja, zahlreiche BIRKENSTOCK Yes. Numerous BIRKENSTOCK models are also available in a vegan version. Click on the following link to browse our vegan models:
http://www.birkenstock.com/fi-en/vegan/

How do I care for the upper material of my BIRKENSTOCK shoes?

Please note the following information on caring for your BIRKENSTOCK products.

Fabric upper

  • Light soiling: wipe the shoes with a damp sponge or cloth and leave them to dry at room temperature.
  • Heavy soling: wipe the shoes with a damp sponge and soapy water (lots of soap, little water). Then stuff the shoes with newspaper and leave them to dry at room temperature for at least 36 hours.

Birko – Flor

  • Depending on the degree of soiling, wipe with a dry or damp lint-free cloth. No shoe polish is necessary.

Nubuck leather/suede

  • You can remove dirt and dust with a standard rubber nubuck brush and/or a lint-free cloth.
  • You should regularly nap the upper with a rubber nubuck brush and leave the shoes to dry at room temperature in order to retain their absorbent properties.
  • Treat the product regularly with a colorless waterproofing spray.

Smooth leather

  • You can remove dust and dirt with a lint-free cloth.
  • Scratches can be smoothed out with conventional shoe polish.
  • In the event of salt and water stains, start by leaving the shoes to dry fully at room temperature and then wipe away the stains with a damp cloth. If necessary, smooth over with shoe polish in the same color as the leather.

Oiled leather

  • The fibers can be straightened with the rubber side of a nubuck brush.
  • Treat the oiled leather on an alternate basis with standard leather wax and leather grease as per the manufacturer’s instructions. Always apply care products extremely sparingly.
  • Individual water and grease stains, as well as scratches, can be removed by rubbing the leather with the ball of the hand.
  • Only remove dust with a lint-free cloth.

The footbed of my Birkenstocks has gotten dirty. What can I do?

The footbed can be cleaned with baby shampoo and a little water. Brush up with a leather brush once dry.

Please only use a damp cloth to clean Exquisite footbeds.

Birkenstock Natural Care

General questions

Which products form part of the BIRKENSTOCK NATURAL CARE cosmetics range?

The product range of BIRKENSTOCK NATURAL CARE encompasses natural cosmetics products, developed for the targeted cleansing and care of the body and face. The range is rounded off by special products for hand and foot care.

Where are BIRKENSTOCK NATURAL CARE products available?

The foot and hand care products will be available exclusively in selected BIRKSTOCK shops from October 2017. The expanded product range of BIRKENSTOCK NATURAL CARE will be available in the online shop (www.birkenstock.com) and selected department stores in Europe and the USA from spring 2018.

Ingredients and active ingredients

Where do the materials that are used for BIRKENSTOCK NATURAL CARE come from?

Only the highest quality materials are used for BIRKENSTOCK NATURAL CARE products. Sustainable cultivation and resource-conserving extraction and processing are especially important for BIRKENSTOCK NATURAL CARE. What’s more, the use of renewable materials, such as cork oak extract which is used as the main ingredient in all our products, is highly important to us.

Quality standards

Which quality standards do BIRKENSTOCK NATURAL CARE products observe?

BIRKENSTOCK has been synonymous with high-quality products that keep their promises for over 240 years. We also remain true to this claim for our BIRKENSTOCK NATURAL CARE natural cosmetics. All our products are subject to the strictest quality controls in order to comply with both statutory as well as our own high standards, and to ensure top quality. Effectiveness and skin-friendliness have also been confirmed scientifically by independent institutions.

Are the products tested for their skin-friendliness?

All formulas are dermatologically tested for their skin-friendliness.

Where are the products produced?

The development, production and filling of all BIRKENSTOCK NATURAL CARE products are carried out in Germany.

Others

I don’t see my question in the list.

If you do not find the answer to your question, you can use the contact form to get in touch with us at any time.