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FAQ

01. How do I order on www.en.trippen.com?
02. How can I pay for my purchase?
03. When is my credit card charged?
04. How high are the shipping costs?
05. How long will I have to wait for my order to be delivered?
06. Which forwarding agent does Trippen work with?
07. Can I have my parcel delivered to a "Packstation" (automated self-service collection booth)?
08. Can I track my shipment?
09. How do I cancel my order?
10. How can I return or exchange any unwanted goods?
11. How long do I have to exchange or return goods?
12. When will I receive a credit note for my returned goods?
13. Does Trippen offer gift vouchers too?
14. How can I find a specific model on the website?
15. I’m looking for a particular Trippen style, but can't find it on the website. Can I still order this model?
16. Which shoe sizes does Trippen offer?
17. Does Trippen offer half-sizes?
18. What can I do if my Closed shoes make a squeaking noise?
19. How should I care for my shoes?
20. The leather of my shoes has become brownish over time. What can I do?
21. How do I order laces and cork insoles?
22. Where can I have my Trippen shoes resoled or repaired?
23. Does Trippen offer custom-made shoes?
24. Does Trippen offer any shoes made from vegan materials?
25. How can I find Trippen retailer close to me?

01. How do I order on www.en.trippen.com?

To order on our website: Simply click on the style you like, choose among the up to four standard leather and colour options (the sole and the sole's colour are set depending on the leather and the colour of the leather). Choose your size and click on the "Add to Bag" button. Alternatively you can also order a "Special Colour Request". You can then choose to continue shopping or go to the checkout to complete your purchase. You will find a summery of all items in your shopping bag. Here you have the option to either add or delete items.

To complete your purchase you can either log in to your existing account or progress as a guest user.

Fill in the form including your personal details and the delivery address. Deliveries within Germany are shipped free house with DHL. For all other countries delivery costs incur.

Select a payment method. Deliveries within Germany can be paid either by "cash on delivery" or in advance by credit card (MasterCard, Visa, American Express, JCB) or via bank transfer. Deliveries outside Germany can be paid in advance either by by credit card (MasterCard, Visa, American Express, JCB) or via bank transfer. Goods paid for by C.O.D. are delivered to the stated address within Germany without extra costs. Payments by bank transfer take an additional processing time of about one week. In case of a credit card payment, your credit card account will be charged as soon as you complete your order on our website.

You can of course also place orders by telephone. Our customer service team is happy to take your orders:

Trippen Customer Service
Mon - Fri, 10:00 am to 6:00 pm (CET)
T +49 30 532 13 056
F +49 30 280 49 359
info@trippen.com

02. How can I pay for my purchase?

Deliveries within Germany can be paid either by "cash on delivery" or in advance by credit card (MasterCard, Visa, American Express, JCB)or via bank transfer. Goods paid for by C.O.D. are delivered to the stated address within Germany without extra costs. Payments by bank transfer take an additional processing time of about one week. Deliveries outside of Germany can be paid in advance by credit card (MasterCard, Visa, American Express, JCB)or bank transfer. Payments by bank transfer take an additional processing time about one week.

03. When is my credit card charged?

In case of a credit card payment, your credit card account will be charged as soon as you complete your order on our website. You will receive a confirmation email including details of your order. Please keep this email for future references. In case of a special colour request, if you would not like to pay prior the shoes are ready for dispatch, please choose C.O.D.(for deliveries within Germany only).

04. How high are the shipping costs?

Deliveries within Germany are shipped free of delivery charges.
Deliveries within Europe cost between 12 – 16 Euro per pair (returns not included).
Deliveries to countries outside Europe with the exception of the USA and China cost 32 – 40 Euro per pair (returns not included).

05. How long will I have to wait for my order to be delivered?

The handling time depends on whether a requested style is in stock or has to be made for you following the receipt of your order. Shoes which are in stock are usually dispatched within a week of receiving your order. Depending on the collection, the production of styles which are not in stock may take up to four to six weeks. Standard shipping times within Germany are between two to three working days. Shipping to overseas can take up to 10 to 15 days. You will receive detailed information on the approximate delivery date in a personal email from our customer service.

06. Which forwarding agent does Trippen work with?

We ship all orders with our logistics partner DHL. Within Germany, Switzerland and Italy, all orders are delivered by DHL. Outside these countries, the further delivery is carried out by the country's respective postal or parcel service. For addresses in Austria, the delivery can be both, by the country’s postal service or DHL.

07. Can I have my parcel delivered to a "Packstation" (automated self-service collection booth)?

Yes. Within Germany you can have your parcel shipped to a "Packstation", too.

08. Can I track my shipment?

Yes. Simply type in your parcel’s 12-digit tracking number on our logistics partner DHL's website www.dhl.de. You will receive the tracking number by e-mail directly from our warehouse on the day your order is dispatched. If you not receive an e-mail, please check the spam folder of your e-mail programme or contact our Customer Service at info@trippen.com. We will then send you the tracking number anew.

09. How do I cancel my order?

Simply contact our Customer Service as soon as possible by e-mail to info@trippen.com with the details of your order. We will cancel your order promptly, has it not already been put into production or left our warehouse.

10. How can I return or exchange any unwanted goods?

Send the unworn and unused goods back to us within 14 days of receiving them in their original packaging using the return slip (for deliveries within Germany). Outside Germany, if the items you return to us are not faulty you will bear the cost of returning the items (such as postage), unless the return is a result of an error on our side.

In case of a refund, after examining the goods, the purchase amount will be refunded depending on the original payment method either to your credit card account or, in case of a payment by "cash on delivery" or by bank transfer in advance, it will be transferred back to your account.

If you would like to receive an exchange, please specify the item you would like to receive. We will refund the purchase amount as well as, where applicable, the delivery charges (for deliveries within the EU) depending on the original payment method and handle your exchange as a new order. For deliveries in countries outside the EU, the delivery charges will not be reimbursed. Exchanges will only be accepted when returned to us within our 14 days return policy.

Custom-made items in special colours are exempt from exchange.

11. How long do I have to exchange or return goods?

You can return unworn and unused goods within 14 days of receiving them in their original packaging using the enclosed return slip (for deliveries within Germany). Outside Germany, if the items you return to us are not faulty you will bear the cost of returning the items (such as postage), unless the return is a result of an error on our side.

12. When will I receive a credit note for my returned goods?

The credit note is issued as soon as possible once we have received the returned goods. In case of a payment by credit card, the purchase amount will be credited to your credit card account immediately after we have received the goods. In case of a payment by "cash on delivery" or by bank transfer in advance, the amount will be transferred back to the account given to us.

We execute bank transfers on a weekly basis only. This means it might take up to a few days until the amount is credited to your account.

13. Does Trippen offer gift vouchers too?

Yes. We offer vouchers that can be redeemed at our Trippen stores in Berlin, Cologne, Heidelberg, Stuttgart and Munich.

14. How can I find a specific model on the website?

By using the search function in the top left-hand corner or under the section STYLES A-Z.

15. I’m looking for a particular Trippen style, but can't find it on the website. Can I still order this model?

Yes. You can of course also order all our models by phone or by fax. Our customer service team is happy to take your orders or provide you with information on our materials, colours and sizes.

16. Which shoe sizes does Trippen offer?

Our shoe sizes correspond to German measurements.

Women: For closed shoes we offer sizes 35 to 42 in all our collections. Some models in the Happy collection are only available in sizes 35 to 41. The sandals in the Happy and Splitt collections are only available in sizes 36 to 42. Some models in the Happy, Penna and x+o collections can run a size smaller than usual due to the seam at the front of the shoe.

Men: Our men sizes range from 39 to 47. The Box collection is only available in sizes 39 to 44. The Cup, Sport and Penna collections are only available in sizes 39 to 46. All our Cup models for men come up about one size larger than usual.

Kids Our children sizes range from 23 to 34. All our children shoes come up about one size larger than usual.

Our size chart shows which sizes correspond to each other in the various size systems. If you’re uncertain what your exact Trippen size is, simply measure the length of your foot in centimetres while standing and compare the length to the German or Italian sizes in our size chart.

17. Does Trippen offer half-sizes?

No. But we do offer tapered insoles and felt insoles for our Closed collection to adjust the fit.

18. What can I do if my Closed shoes make a squeaking noise?

Unfortunately, in some of our Closed shoes the cork insole can rub against the insole causing them to make a squeaking noise. It is usually very easy to eliminate by taking out the cork insole and sprinkling a little talcum powder underneath it. You can use regular body or talcum powder. If you do not have any talcum powder at hand, we will be happy to send you a sachet.

19. How should I care for my shoes?

You will find information on how to care for the different leathers on our website under MATERIALS and LEATHER/COLOUR. Nubuck and similar leathers with a roughened surface should only be treated with a waterproofing spray. For all smooth leathers, we recommend using a light shoe polish such as Collonil Ultra Colourless with Lanolin. Shoes made from light coloured “elk” or “mfl”leathers, should not be treated with any shoe care products at all, as these could stain the leathers.

20. The leather of my shoes has become brownish over time. What can I do?

Most of our leathers are vegetable-tanned and darken with time and when exposed to sunlight. This natural process cannot be stopped by any care product, and is no quality defect. You can refresh the colour using a light shoe polish, such as Collonil Ultra, matching the original colour of your shoes.

21. How do I order laces and cork insoles?

You can order laces, cork and felt insoles under COLLECTIONS and SUPPLIES on our website. Or simply contact our customer service under T +49 30 532 13 056 or F +49 30 280 49 359 or send us an e-mail to info@trippen.com. Regular insoles for the Closed cost EUR 14.00 per pair, tapered insoles for the Closed cost EUR 13.00 per pair. One pair of laces costs EUR 5.00. Please let us know your shoe size and the delivery address. For laces we also need the name, the style and the colour of your shoes. Please transfer the total amount in advance to our bank account, and we will send you the laces or insoles as requested.

22. Where can I have my Trippen shoes resoled or repaired?

Simply send your shoes to:

Trippen direkt GmbH
Industriestrasse 8
D-16792 Zehdenick
Germany

Please enclose a short note stating your name, postal address, phone number and e-mail address. Please also include information on what you would like to be repaired and how you would like to pay for the repair. Repairs being sent back to an address in Germany will be delivered free of charge and can be paid for either by "cash on delivery" or by credit card (Mastercard, Visa, American Express, JCB) or via bank transfer in advance. If you would like to pay by credit card, we will need your card number, the expiry date and the three-digit security number on the back of the card. The amount will only be debited from your credit card account the day the repair is dispatched. If you are paying by bank transfer in advance, we will contact you once the repair is ready for dispatch to inform you about the total costs and our bank details. The shoes will be dispatched as soon as we have received the payment. If you would like to return your Trippen shoes from a non-EU country for a resole or repair, please contact our Customer Service first for information on EU customs regulations.

23. Does Trippen offer custom-made shoes?

No.

24. Does Trippen offer any shoes made from vegan materials?

Currently, we do not offer any shoes made from vegan materials. In addition to the uppers, also the insoles and socks of our shoes are made from leather. Due to technical reasons, it is not possible to use other materials here instead. It is not possible to change the uppers to a leather substitute either, as many of our designs are based on the specific properties of the material itself. Furthermore, most of the leather substitutes currently available are plastics on the basis of mineral oil.

25. How can I find Trippen retailer close to me?

You will find the addresses of all Trippen retailers around the world on our website, under “STORES” and “RETAILERS”.