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FAQ
This page contains the answers to the most frequently asked questions. If you do not find what you are looking for, don't hesitate to get in touch with us!
For each product on our website, we provide detailed information on how to clean and take care. Use the search tool to find your model. If you cannot find it, please feel free to contact us for further information. You can find more information about our materials by clicking on the link. Did you know we have a Shoemaker at our HQ in Kumla? Our shoes are normal in size and can be described as "fits true to size". On each product page, we have an inside measurement table and we recommend that you measure the foot and compare against our table before you shop. Be sure to have about 1 to 2 cm of room left if you buy a pair of children's shoes. Is it time to change shoes? We recommend a replacement when there are less than 5mm left. We have three colleagues who measure the shoes before uploading them to our webshop. On each product page, you can find a "Size guide". You can easily measure the foot at home and compare the length to our size chart. Yes, we have been producing shoes for adults since 2009. It started with a colleague in our office trying a pair of children's shoes, we thought it looked good and then it took off. We recommend that you first visit your local shoemaker or shoe store. Usually, you can find the laces and soles that fit our shoes. If not, contact us and we will send you new replacement pairs. You are welcome to send in your-worn-out-shoes to get them totally redone. We change the outsole, the insole, fix broken seams and polish the leather. In short; You get your favorite shoes back as new, meaning you can wear them for several more years to come. This is our "Repair Service". We have our own circular center in Kumla. You can read more about our Repair Service and the circular work we do. Including our second-hand shop. We have our own factory in Bosnia where we produce most of our shoes. But no one can be the best at everything. We use partners to produce rubber boots, membrane shoes, and fabric shoes. You can read more about where the shoes are produced on the respective product page. In fall 2017, we opened our new factory in Bosnia. We work with Klarna! You can choose to pay at once or split your payment. Read more about Klarna's capabilities on their website. You can also find details to contact their support. Check if your card issuer has adapted to the new EU rules. In some cases, you must actively unlock the card through your Internet bank before any online purchase. This may be a reason for denied transactions. (Note that it depends on the type of card you use at the time of purchase). If you want to exchange an item that was purchased online, return the original item and place a new order. We do not accept requests for an exchange on the return form - as the desired item may be sold out when your package arrives. We recommend you to read the information from skatteetaten. Pack the shoes in such a way that they are not damaged in transport. Both shoes and the original box should be well packaged in the same package they arrived in. If you contact our customer support before our external warehouse has handled your order, we can help you to cancel it. Any changes or additions are then made by placing a new order. If you have purchased your item from one of our retailers, this is where you should turn to in case of a complaint. If you have purchased your item in our webshop, we want you to contact our customer support for consultation and help. We will not deduct any return freight cost if a claim is approved. We do! Free shipping on all orders over 100€, for orders below 100€ we will charge a 15€ shipping fee. No taxes or customs are included in the price. You are subject to pay these once the goods arrive in Norway. Our deliveries are handled by DHL Express. It’s easy, fast, and secure. All our transports are climate-neutral thanks to our collaboration with DHL Go Green. You'll get a text message or email with a tracking link to the parcel once we have packed your order. During shipping, you will receive regular updates of the delivery status by text/email including a link to the DHL On-Demand Delivery portal where you simply select your preferred delivery option. We always give our best to process your shipment the same day, if your order is placed in the morning. However, depending on the number of orders coming in, the most common is that we handle your order the day after. DHL Express got a delivery time between 1 - 4 business days. If the parcel is automatically returned to us because you did not pick it up, we will process it like a normal return.
General
1. How do I take care of my KAVAT-shoes?
2. How is the sizing?
3. How do I know if the shoe fits the foot?
4. Is KAVAT available for men and women?
5. My laces are worn out?!
6. My shoes need a repair?!
7. Where are my shoes produced?
Payment
1. What payment methods do you accept?
2. Why do I need to confirm each purchase through my internet bank?
3. How is the refund made?
Exchange/Return
1. How do I exchange an item I bought online?
2. How do I return an item?
We will deduct 15€ from the refund amount when we received the package, as we don't offer free returns. Your refund will be returned through the same payment method used when placing the order. We always aim to handle your returned purchase as soon as we can.
If you have lost your return form, you can download it again.3. Can I change my order?
4. I think this is a claim?
Delivery
1. Do you offer free freight?
2. How much will I need to pay in customs?
3. Who delivers the package?
4. How do I track my order?
5. How long is the delivery time?
6. What happens if I don't pickup my parcel?