Frequently asked questions (FAQ)

Here are answers to frequently asked questions. If you still can not find an answer to your question, you can contact us at any time via the contact form.

General Questions

Order

Why haven’t I received confirmation of my order?

It may be possible that the confirmation e-mail has gone into your junk/spam folder, please check there for your confirmation, particularly for Hotmail and Live accounts. If you still haven’t received a confirmation e-mail please check with customer service, they will be happy to help. In the Contact us section of our website, you will find the telephone number (go to "Contact us""). .

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?

If your order has not yet been dispatched, you can either cancel it completely or change the delivery/billing address 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”).

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

Can I ship to multiple addresses?

Unfortunately not, each order must have a single shipping address when you check out. If you are shopping for people at alternate addresses you will have to place each order separately.

How long will it take for my order to arrive?

Standard delivery generally takes 3-5 days. If you place your order before 1 p.m. CET Monday to Thursday, you can receive your items on the next workday for an express delivery charge of € 25. At this time we do not offer Weekend or Bank Holiday delivery. In this instance, you should receive your order on the next working day after the weekend/public holiday.

How do I track my online order or find the delivery status and tracking numbers?

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.

Do you ship internationally?

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.

Also every country has its own BIRKENSTOCK distribution network. International shipping of individual pairs has a considerable environmental impact and does therefore, not comply with our sustainability commitments.

How much is shipping and handling?

If the value of your order exceeds € 80.00, delivery is free of charge within Portugal for standard orders which generally will take 4-6 days.
If the value of your order is less than € 80.00, standard delivery within Portugal costs € 4.95 per order for standard orders which generally will take 4-6 days.
We charge a € 15.00 shipping fee for express deliveries – irrespective of the value of the order, this will be delivered 1-2 days dependent on your location in mainland Portugal.

Returns

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.

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.

I have purchased a BIRKENSTOCK product from another retailer (domestic or international; online or offline); can I return them to you?

We are sorry to say that we are unable to accept returns from other domestic or international retailers and do not have control over independent retailers or their Returns Policy. This applies for the other retailers’ online shops as well as physical retail stores. Please contact the retailer you purchased your items from and return your goods to them according to their returns policy.

Can I return items that I have bought from the BIRKENSTOCK online shop at your physical retailer store, and vice versa?

Please note that purchases from our online shop cannot be returned or exchanged in our BIRKENSTOCK physical shop, nor can complaints about such purchases be lodged in these locations.
Vice versa, purchases from our physical shops cannot be returned to our BIRKENSTOCK online shop and complaints about such purchases cannot be lodged there.
If you require to return a BIRKENSTOCK product purchased from our online store then please utilise the return label supplied with your order. If this has been lost, please contact us via our contact us form and we can send you a new returns label.

Please note that we cannot refund or exchange any goods purchased internationally or with other retailers. You will have to contact the retailer you purchased from and return your goods to them according to their returns policy.

Can I get an exchange?

We do not offer exchanges.

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

If you are unsure of a size when ordering be sure to download our PDF sizing chart. Alternatively, purchase 2 sizes and return one of them utilising our free returns process.

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. (Got to contact form).

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, after approval 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 after approval.
  • Refunds to a credit card can also take up to ten workdays after approval. 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.

Faults and repairs

I bought a BIRKENSTOCK product in a shop and it is defective, can I return it to you?

We’re sorry to hear about your Birkenstock’s. Unfortunately, we cannot assist you directly on this matter. Please return to the store where you made your purchase with the product and receipt so that they can assist you accordingly.

If you have any further queries please do not hesitate to contact us.

Can I get my BIRKENSTOCK product repaired? If so where?

We’re sorry to hear that your BIRKENSTOCK product needs repairing. Unfortunately, at this time we do not offer a repair service. Please refer to a local shoe-repair shop in your area and they should be able to assist you accordingly.

I bought a BIRKENSTOCK product online and it is defective, how do I proceed?

We’re sorry to hear about your BIRKENSTOCK product. 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.

Product & Stock

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

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

Availability service
You can also use our availability service to be sent a reminder when an item is back in stock. Enter your e-mail address for the model you would like and we will let you know as soon as the item becomes available once again. You will find this option on all the product pages.

Unfortunately, our Customer Service team has no access to stock and production information, and is therefore unable to provide you with any details about whether a product will become available again.

Why can’t I find my favourite style anymore?

Generally, there are two reasons for why specific styles can’t be found on our website anymore: 1. Styles that are hard to find may have been seasonal items. Our seasonal items are usually only available in limited supply and for one season only. 2. The style you are looking for might be an old model, that isn’t available anymore. You may find one of our new styles that are similar to the one you are looking for. Keep an eye on the website as new stocks and sizes become available all the time.

Availability service
You can also use our availability service to be sent a reminder when an item is back in stock. Enter your e-mail address for the model you would like and we will let you know as soon as the item becomes available once again. You will find this option on all the product pages.

I have seen a great pair of BIRKENSTOCK shoes on another website, but not on your website, where can I get them?

We try to keep a large variety of styles, colours and sizes in stock that suit the majority of our customers and unfortunately it is impossible to stock absolutely everything. Foreign markets may have specific styles or colours made. BIRKENSTOCK has staple styles that are usually available all year round and also seasonal specials which are released and available in limited quantities.

Availability service
You can also use our availability service to be sent a reminder when an item is back in stock. Enter your e-mail address for the model you would like and we will let you know as soon as the item becomes available once again. You will find this option on all the product pages.ung.

I think I may have received a fake product.

If you have purchased your product from our BIRKENSTOCK website or one of our physical stores we can guarantee that all our products should be 100% genuine. If you are still unsure of the product, please return it to the place of purchase where they will be able to clarify the genuine quality of the product. If you have not purchased it from any of these and suspect that it is fake, please contact our customer services team and provide them with

  • Domain or URL of website
  • Date of purchase
  • Purchase price
  • Merchant name of seller as stated on your invoice/bank statement
  • Your credit card type (Visa, Mastercard, etc)
  • Pictures of product

Misleading advertising or the marketing of counterfeit products are at odds with our brand and are not in keeping with our understanding of our partnerships. Rather, they disappoint the customers and harm our brand. We therefore resolutely tackle such undesirable developments whenever they come to light. We see this as our duty as managers and as the representatives of our shareholders. Find out more about our fight against product piracy by following this link www.birkenstock-group.com/de/en/brand/product-piracy/.

Gift Certificates & 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
  • PayPal Express

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/pt-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 & Accessories

Size & width information

Do you offer any sizing information?

Yes, we do offer sizing assistance, you can find sizing guides at http://www.birkenstock.com/gb/passform/knowledge-fit.html

How do I know if I need a regular or a narrow width?

When you first try a pair of BIRKENSTOCK shoes they may seem large and roomy. Once you take into consideration how a BIRKENSTOCK fits and that its design is not like a narrow fashion shoe but is meant to encourage your toes to spread outwards naturally, you should be able to gauge the correct width. You can adjust and tighten the straps in a sandal, if the straps are still too loose on your foot you can have extra holes punched in the strap or if there is significant room on either side of your foot in the footbed you are most likely a narrow. In a narrow fitting you should still have some space along the sides of your feet and they should not ride up along the side rims of the footbed. You can find the width measurements in the size guide http://www.birkenstock.com/pt-en/passform/knowledge-fit.html.

On the footbed of all BIRKENSTOCK shoes there is a little printed footprint. The narrow width has a solid footprint; the regular width has an outline of a footprint.

Is it normal for my feet to hurt after wearing my new BIRKENSTOCK shoes, how long does it take to break in a new pair?

We recommend you should break in a new pair of BIRKENSTOCK shoes slowly. Start by wearing them around your house and increase the time you wear them gradually. It can take time for your foot to adjust to the contours of the footbed, and for the cork/latex to flex and mould. Ideally an hour or two at a time until you feel comfortable to increase to a longer period.

Material & 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/pt-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/pt-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/pt-en/soft-bed/knowledge-softfootbed.html

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

Do you also offer vegan shoes?

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/pt-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 SKIN 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 & 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.

Other

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.