FAQ
1. I would like to return my shoes, how should I proceed?
If you’re not satisfied with the product or the size doesn’t fit, please contact us at info@helbie.com. You may return or exchange your shoes within 14 days of purchase. The shoes must be returned in their original, unworn condition.
Return shipping of the shoes is the responsibility of the customer, choose the courier you prefer to make your return or contact us to arrange the return at a cost of €4.99. Once we receive your parcel we can send you the new size, free of charge.
Have a look at the section: Shipping & Returns for more information.
2. How do the shoe sizes fit?
Our shoes are suitable for feet with a regular width. The length usually corresponds to standard German sizes. If you have very narrow or wide feet, trying the size may be necessary. You can check our size chart to find the most suitable fit for you or your child.
3. Are the shoes vegan?
Many of our shoes contain leather components.
Shoes made with synthetic and/or cotton materials are 100% vegan in terms of upper material. However, the glues used may contain animal-based ingredients (protein mix).
4. I would like to file a complaint, but I didn't buy the shoes from the online shop. What should I do?
In that case, please contact the retailer where you purchased the shoes. Unfortunately, for legal reasons, we cannot handle the complaint directly, since the retailer is your contractual partner and can help you solve any issue quickly and easily.
5. Can I wash them in the washing machine?
All our shoes are machine washable, except leather models.
However, we do not recommend frequent machine washing, as the sole collar may detach and the shoes could get damaged.
For frequent cleaning, we suggest hand-washing in a basin using a specific detergent for the shoe’s material. Visit the "How to Wash" section to learn more.
6. What should I do in case of a manufacturing defect?
If you purchased the shoes through a retailer, please contact them (see point 4).
If you bought them from our online store, Nemea Srl is responsible for any nonconformity that appears within the legally established period.
In such cases, you may request a repair or replacement of the item within 30 days, and in written form (registered mail or email).
7. What if I ordered the wrong size?
If there’s an issue, you can contact our customer service at:
Nemea srl
Via Giorgio Perlasca, 25
31044 Montebelluna (TV) – Italy
Tel: +39 0423 870158
Email: info@helbie.com
For more information, visit the "Terms of Sale" and "Shipping & Returns" pages.
8. How can I pay for my order?
You can choose one of the following payment methods:
PayPal
PayPal is an online payment system that accepts all major credit cards. It’s quick, secure, and easy to use — all you need is your email and PayPal password.
Credit Card via PayPal
If you don’t have a PayPal account, you can still use your credit card. The transaction will be handled through PayPal without requiring account registration.
We use this secure platform to ensure safe payments for our customers.
Bank Transfer
Once your order is complete, you’ll receive an email with our bank details to make the transfer.
Your order will be processed as soon as we receive the payment.
9. How will I receive my order?
The purchased items will be delivered to the provided address by courier:
» GLS
» DHL parcel
» DPD
» Fedex
10. Where should I send the shoes if I need to return them?
Any complaint or return request can be sent to:
Nemea srl
Via Giorgio Perlasca, 25
31044 Montebelluna (TV) – Italy
Tel: +39 0423 870158
Email: info@helbie.com
Please contact us before returning your items.