Terms for orders within Ukraine and for international orders
We want you to be able to calmly try on and evaluate the footwear after receiving your order. If the size, model or fit do not suit you, the item can be returned or exchanged in accordance with the conditions below.
Terms for orders within Ukraine and for international orders differ, so please choose the appropriate section.
General conditions for returning goods of proper quality
Returns or exchanges of goods of proper quality are possible if:
- the item has not been used;
- the footwear has not been worn outdoors;
- there are no signs of wear, dirt, scratches, creases or other damage on the sole and other parts of the product that appeared after receipt;
- the commercial appearance and consumer properties are preserved;
- factory tags, labels and accessories are preserved, if they were provided;
- the full set of the product is returned;
- the original box or other product packaging is preserved, if it is part of the set;
- the purchase from Choboty.store can be confirmed: order number, receipt, electronic payment document or another document confirming the purchase.
We recommend trying on footwear only indoors on a clean, dry and soft surface.
Opening the shipping packaging for inspection or trying on the product does not by itself deprive the buyer of the right to return.
If after receipt the item shows proven signs of use, contamination, mechanical damage or deterioration caused by the buyer, Choboty.store documents the item's condition with photos or a report and informs the buyer of the inspection result.
Decisions regarding the return and the refund amount are made taking into account the nature and reasons for the proven deterioration and the requirements of the law.
Returns and exchanges within Ukraine
Return period
The item can be returned or exchanged within 14 calendar days from the moment of receiving the order.
The period for exchanging a product of proper quality is 14 days, excluding the day of purchase.
Items purchased via the Choboty.store online shop at chobotystore.com.ua , can be returned or exchanged within 14 calendar days from the moment of receiving the order.
For items purchased directly in the showroom, the period for exchanging a product of proper quality is 14 days, excluding the day of purchase.
A longer period applies only if it is separately indicated on the site, in the product card or in the terms of a specific promotion.
If the size does not fit
If the footwear does not fit in size, you can contact us to exchange it for another available size of the same model.
If the required size is not available, you may:
- choose another model with the appropriate price adjustment;
- wait for the required item to become available in agreement with a manager;
- arrange a return of the item and refund.
Availability of the required size or model for exchange is confirmed in advance by the Choboty.store manager.
How to arrange a return or exchange within Ukraine
Before sending the item, contact us:
You can contact us regarding a return by phone +38 (075) 565 26 46 or by email choboty.st@gmail.com.
The message must include:
- the buyer's first and last name;
- order number;
- the item being returned;
- reason for return or desired size/model for exchange;
- phone number;
- in case of a defect — attach photos of the item and the defect.
After confirmation by the manager, send the item via Nova Poshta.
Details for returns via Nova Poshta within Ukraine
Do not send a return to other details without prior agreement with the manager.
We recommend adding a note with the order number and the buyer's full name to the parcel so we can identify the return faster.
Cost of return shipping within Ukraine
If the buyer withdraws from a distance contract and returns a product of proper quality, they pay the standard return shipping cost when sending.
After accepting the return, Choboty.store reimburses the documentarily confirmed cost of standard shipping in cases and to the extent provided by the legislation of Ukraine.
For exchanges due to an incorrectly chosen size, model, colour or fit, the costs of return and re-delivery are paid by the buyer.
Choboty.store covers the costs if the buyer received:
- an item with a confirmed manufacturing defect;
- the wrong item;
- the wrong size or colour due to Choboty.store's mistake;
- an incomplete set due to the seller's fault.
Shipments with cash on delivery without prior agreement are not accepted.
Returns through the showroom in Kyiv
You can also return or exchange items at the Choboty.store showroom:
Returns at the showroom are accepted during the working hours listed on the "Contacts" page, after prior agreement with a manager.
To make a return you must have the item and proof of purchase or provide the online order number.
If the item was purchased online, it can be returned to the showroom only if the store actually accepts online returns at this address.
Refunds within Ukraine
After receiving the item we check its condition, completeness and compliance with the return conditions.
If the return is confirmed, funds are returned to the buyer by a method corresponding to the payment method, if technically possible.
- if payment was made by bank card — the refund is made to the card/through the payment system used for payment;
- if the order was paid cash on delivery or by another method — the manager arranges the details for the refund with the buyer.
Funds for the accepted item are returned without undue delay and no later than the time limit established by law.
Refunds are made after the seller receives the item and inspects its condition.
Exchanges are made on the day the store receives the item provided the same item is available in stock.
If the item is not available, the exchange is carried out after its arrival or a refund is arranged.
The actual time for funds to be credited after processing the refund may additionally depend on the buyer's bank or payment system.
Returns and exchanges for international orders
This section applies to Choboty.store goods ordered remotely with delivery outside Ukraine.
For international orders Choboty.store accepts notifications of return or exchange within 14 calendar days after receipt of the goods, unless another mandatory period is established by the law of the buyer's country.
For online orders delivered to buyers in European Union countries, the buyer may withdraw from the distance contract within 14 calendar days after receipt of the goods in accordance with applicable consumer protection rules.
Period for international returns
After notification, the item must be sent back without undue delay and according to the manager's instructions.
To arrange a return, write or call:
You can contact us regarding an international return by phone +38 (075) 565 26 46 or by email choboty.st@gmail.com.
Please indicate:
- first and last name;
- order number;
- country;
- model and size of the item;
- reason for return;
- desired action: refund or exchange;
- phone number;
- photos — if the item has a defect or the wrong item was received.
How to send an international return
International returns are carried out through Nova Poshta, if the relevant method is available in the sending country. The carrier and details must be agreed with the manager before sending.
Before sending, be sure to obtain from the manager the current details for the international return and instructions on how to complete the shipment.
When arranging an international return, you must correctly indicate the nature of the shipment and the actual value of the goods in accordance with Nova Poshta instructions and the customs requirements of the sending country and Ukraine.
Do not indicate a false value for the goods or change the shipment description without agreement.
Who pays for international returns
If the buyer returns a product of proper quality because it:
- did not fit in size;
- did not fit in style or fit;
- was not liked;
- the buyer changed their mind about the purchase.
The buyer pays the costs of return international shipping.
If the return is related to:
- a confirmed manufacturing defect;
- Choboty.store sending the wrong model;
- wrong size or colour due to Choboty.store's error;
- another confirmed seller error.
The method of reimbursement must be agreed in advance with the manager before sending.
Size exchange for international customers
If you need a different size, first contact a Choboty.store manager and check its availability.
International exchanges are made after receipt and inspection of the returned item.
Return and re-delivery costs for exchanges due to an incorrectly chosen size are paid by the buyer.
If the wrong size was sent due to Choboty.store's error, replacement costs are borne by Choboty.store.
Refunds for international orders
After receiving notification of a return and in accordance with applicable rules Choboty.store issues refunds within the time limit required by law.
For consumers in the EU when the 14-day right of withdrawal applies, funds are refunded no later than 14 days after the buyer notifies of withdrawal from the contract.
Refunds may be suspended until the item is received by the seller or until the buyer provides proof of shipment — whichever occurs earlier.
Refunds are made to the same payment instrument used for the original payment, unless another lawful method is agreed with the buyer. This also applies to payments from foreign cards.
Where EU rules on distance selling apply, the buyer is also refunded the cost of the standard initial delivery method.
If the buyer chose a more expensive delivery method instead of the offered standard one, the difference in cost is not refunded.
The cost of return shipping for goods of proper quality is not refunded if the buyer was informed in advance that such costs are their responsibility.
If the item has a defect or you received the wrong order
If you discover a manufacturing defect, damage or received an item that does not match the order, do not use it.
Contact us and send:
- order number;
- a short description of the problem;
- photos of the item;
- photos of the defect or discrepancy;
- photos of the packaging if it was damaged during delivery.
We will review the request and inform you of the further procedure.
Do not send the defective item at your own expense without agreeing the return method if you expect reimbursement of shipping costs.
This procedure does not limit the buyer's rights provided by law regarding defective goods.
Custom-made footwear
The mere fact that Choboty.store footwear is manufactured in Ukraine or made after an order is placed does not automatically mean the product is a custom order.
Such parameters may include non-standard size or insole length, individual width, changing material or colour outside the catalogue, changing the height of the shaft or heels, personalization or other separately agreed characteristics.
For custom-made or clearly personalised products the right to a standard return of a product of proper quality may be limited by law.
Such limitations do not apply to cases of manufacturing defects, non-conformity with agreed characteristics or seller error.
If special conditions apply to a particular item because of its custom production, the buyer must be informed of this before placing the order.
Promotional items
A discount or participation of an item in a promotion does not by itself remove the right to return or exchange it.
General return conditions apply to promotional goods, unless another restriction is expressly provided by law.
If an item was sold with a discount due to a specific pre-stated defect, claims regarding that defect are considered taking into account the information provided to the buyer before purchase.
Contacts for returns and exchanges
Need to arrange a return?
Before sending the item contact Choboty.store. The manager will register the request and provide current details for the return.
The current details for returns via Nova Poshta or Nova Post are provided to the buyer before sending the item by a Choboty.store manager.