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Returns and Exchanges

Exchanges

Free exchanges

You can request a model, size, or colour exchange free of charge through the Returns and Exchanges platform.

Start now

Access the portal, select the product, and follow the steps to complete your exchange request.

Start an Exchange

How it works

  • 1

    Enter your email address and click “Access the portal” or “Access with your order information”, if available.

  • 2

    Select the product you would like to exchange and choose the reason.

  • 3

    Enter the desired model, size, or colour.

  • 4

    Generate and print the return label.

  • 5

    The carrier will collect the pair to be replaced.

  • 6

    After the return has been checked at the warehouse, we will ship the new pair.

Returns

Within 14 days

You can request a return within 14 days from the date you receive your order, provided that the product has not been used and is returned with its tags and original packaging.

Shipping costs

Return shipping costs are the responsibility of the customer.

Start a Return

How it works

  • 1

    Enter your email address and click “Access the portal” or “Access with your order information”, if available.

  • 2

    Select the product or products you would like to return and indicate the reason. In some cases, you may be asked to add a short note or a photo.

  • 3

    Select Return (refund) and choose the available method, such as drop-off point or home collection, depending on your location.

  • 4

    Confirm the request, download the return label or QR code, and follow the instructions to send back the parcel.

Returns for online orders are managed through the Returns and Exchanges platform and/or Customer Service. They cannot be processed in physical MBT stores.

Refund Times

When it is processed

After the parcel has been received and the returned product has been checked, we will process the refund.

Timeframes

The refund is processed within a maximum of 15-20 business days from receipt and verification at the warehouse.

If you have not received the amount after this period, please contact us at customerservice.europe@mbt.com.

Refund conditions

  • The product must not have been used.
  • The item must be clean and in perfect condition.
  • It must be returned in its original packaging, without modifications.

Warranty

Coverage: 2 years

The MBT® warranty is valid for 2 years from the date of purchase. Improper use or care of MBT shoes voids the warranty.

Does the product have a defect?

Requests regarding a defective product are handled by our Customer Service team.

Please include:

  • Order number
  • Product concerned (model, size, colour)
  • Photos of the defect and, if possible, also of the inside or label
Contact Customer Service

Or write directly to customerservice.europe@mbt.com.

What happens next

  • 1

    We review the information received and confirm whether it is a manufacturing defect.

  • 2

    If applicable, we will explain the next steps and arrange the solution.

  • 3

    You will be able to choose between a replacement or a refund, depending on availability and the case concerned.

Contact

For exchanges, returns, or other after-sales requests, you can contact us by email at customerservice.europe@mbt.com or by phone at +34 900 106 801.