Exchanges & Returns
Your Puschies don't fit? No problem: we exchange the size of shoes free of charge – easily via our returns portal. Irrespective of this, you have your statutory 14-day right of withdrawal.
Free size exchange on all shoes
Exception: Personalized items (knitted blanket, knitted sweater, teddy backpack with name) are made individually for you and are excluded from exchange and the right of withdrawal.
Please note: We can only take back shoes that look unworn – it's best to try them on on a carpet or with socks. Gift cards are excluded from exchange and return.
Personalized items are excluded from returns. If something isn't right with your order, please get in touch with us first, we'll definitely find a solution.
How exchanges work
Step 1
Register your exchange or return in our returns portal – with your order number and email address.
Step 2
You'll receive your return label straight away to print out, or as a QR code for the parcel shop. Pack the shoes securely and drop off the parcel.
Step 3
As soon as your parcel arrives, we'll send you the new size for an exchange – for a return, we'll refund the amount to you.
Any questions? We're here to help.
We are also happy to advise you personally – Monday to Friday, usually within 48 hours at support@puschies.de.
How do I exchange my shoes for a different size?
Register your exchange via our returns portal and choose the size you need. You'll receive a free return label (to print out or as a QR code for the parcel shop). As soon as the shoes arrive, we'll send you the right size as quickly as possible.
How much does an exchange cost?
Exchanging the size of shoes is free of charge for you – we cover the return label and the new shipment.
Can I also return my order and get my money back?
Yes, within 14 days of receipt. Register the return via the returns portal. We can only take back shoes that look unworn. We charge €7 for the return label including processing – alternatively, choose "Own return shipping" and send the parcel yourself to the address given in the cancellation policy.
Can I exchange or return personalized items?
No – knitted blankets, knitted sweaters and teddy backpacks with a name are made individually for you and are excluded from exchange and from the right of withdrawal. So please check the name and its spelling carefully before you order. If we have made a mistake or an item arrives damaged, of course you can contact us at any time.
When will I get my money back?
As soon as your return has arrived and been checked, we'll refund the amount to your original payment method – no later than 14 days after your withdrawal.
The shoes arrived faulty or damaged – what now?
We're sorry about that! Write to us at support@puschies.de with your order number and one or two photos – we'll take care of a replacement or refund straight away, at no cost to you.