FAQ
Answers to most common questions about products, orders, shipments, and payments.
Delivery and payments
If the purchased goods are in stock, we ship them no later than the next day (week-day) after receiving your payment. The delivery time should be within 4 to 7 working days.
If the goods are currently out of stock, we ship them within the time specified for those particular goods. This information is available on our website and, you also get notified via confirmation e-mail after placing the order.
We notify our customers when their order is shipped, providing a tracking number.
We deliver to Germany, Austria, France, Italy, Spain and Nederlands.
In case you do not see your country on our list (seen at the check out stage), contact us on info@diawin.store for further instructions.
Credit / Debit Cards (All major type of credit / debit cards are accepted) - Instant payment via Stripe payment gateway (0 EUR)
PayPal (0 EUR)
Bank transfer (0 EUR)
If you encounter any problem while paying for your order, do not hesitate to contact us via e-mail at info@diawin.store
In case of failed payments via our payment gateway, please do not make a new order. Simply send us an email with the details of the product that you were trying to order and we will do our best to complete your order.
Return
Yes! If your order isn’t right for you, you can return it within 30 days of receiving it, no questions asked.
We dont offer returns for our "Made to order" products.
Currently, we only accept 14day returns from European Union countries.
Exchanges are not available
Therefore if you're interested in exchange for a different size, please file for a return for your already delivered pair and place a new order on our website for requested size.
Return shipping fees are handled by the customer - therefore no shipping label is provided.
Irrespective of the order location - All orders are covered under our 2-year warranty against manufacturing defects.
In case you have received a defective product, please reach out to us by email with the defect information, including some photo evidence, and we’ll work with you to make it right.
30day Returns process:
1. Attach
a copy of your invoice and a copy of the EU 30-day Returns Form (duly filled - form will be created automatically) along with the items being returned.
2. Please send us the goods in their original state, i.e. in a condition that shows no signs of wear or damage to one of this address:
A sendia / Frogman / 8716Z - this number must always be given for returns!, Redcarstrasse 3,53842 Troisdorf, Germany
Mária Zechmeister, EXP/Frogman s.r.o. -8716Z - this number must always be given for returns!, Dr. Ladislaus Batthyany Platz 2, 2421 Kittsee, Austria
GLS UDINE - Frogman -8716Z - this number must always be given for returns!, Viale Plmanova 460, 33100 Udine, Italy
ASENDIA SPAIN - Frogman -8716Z - this number must always be given for returns!,Avda. Fuentemar 43, 28823 – Coslada (Madrid), Spain
Diawin, Cínová 5, 04017 Košice – Barca, Slovakia
If you have any questions about returns, please contact us exclusively at info@diawin.store
3. Please, pack the box (with all its original contents) in protective packaging.
4. Provided that all the above return conditions are met, you can expect a full refund within 30 days from the day of the receipt of your package.
Help us protect the environment!
Please pack the product box in the original packaging in which you received your order or use the most environmentally friendly alternative like wrapping paper, reusable shopping bag etc.
Proper packaging prevents the box from damaging and enables us to reuse it.
Note
We do not accept returns from non-EU countries, non-EU islands and non-EU VAT areas.
Got questions about the 30 day Returns process?
Customer service questions: info@diawin.store
We currently do not exchange purchased goods. If you want to exchange the goods, you must first return them and then make a new purchase. You can return the goods within 14 days. For more details on how to proceed, click Returns
You can find more detailed information on returning the goods in our Returns policy (here).
Postage shall be paid by the Buyer when sending the returned goods. (as stated in our General Terms and Conditions) Unless otherwise specified.
Waranty
All orders are covered under our 24-month Warranty against manufacturing defects. If you have received a defective product, please reach out to us by email with the defect information, including some photo evidence, and we'll work with you to make it right.
Click on the this link to file a warranty claim.
Ensure that the goods are properly cleaned before sending them to:
DE: A sendia / Frogman / 8716Z - this number must always be given for returns!, Redcarstrasse 3,53842 Troisdorf, Germany
AT: Mária Zechmeister, EXP/Frogman s.r.o. -8716Z - this number must always be given for returns!, Dr. Ladislaus Batthyany Platz 2, 2421 Kittsee, Austria
IT: GLS UDINE - Frogman -8716Z - this number must always be given for returns!, Viale Plmanova 460, 33100 Udine, Italy
ES: ASENDIA SPAIN - Frogman -8716Z - this number must always be given for returns!,Avda. Fuentemar 43, 28823 – Coslada (Madrid), Spain
FR: Diawin, Cínová 5, 04017 Košice – Barca, Slovakia
Other EU Countries: Diawin, Cínová 5, 04017 Košice – Barca, Slovakia
If you are unable to print the Complaint Protocol, you can write down the order number, complaint number, and the details of the products that you are returning by hand. This will help us to match the goods that you have returned with your initial order.
You will also find all the necessary information to claim the goods in our Terms and Conditions in point 7.
In the case of any ambiguities regarding the warranty claim, please contact us at info@diawin.store
Please note:
The buyer is obliged to hand over the claimed goods to the seller, including all its components, in a hygienically sound condition that allows safe handling of the goods by other persons. Otherwise, the seller is entitled to reject the goods claim.
The 24-month Warranty applies exclusively to the goods purchased through our website.(If you have purchased the goods from our business partner, please contact them directly).
Order
Should you need to change anything in your current order, please contact us via e-mail on info@diawin.store
The subject of your e-mail should be: “Change in the order number….”
After your order has been dispatched, no further changes can be made to your order.
Should you need to make any amendments contact us ASAP before your order is shipped.
In case of the duplicity of your order, please contact us as soon as possible via e-mail info@diawin.store. We will cancel one of these orders for you.
In case you would like to cancel your current order please contact us via e-mail info@diawin.store
The subject of this e-mail should be: “Cancellation of the order number….”
Cancellation can only be made before your order is shipped so please contact us ASAP.
You can place an order via our e-shops:
www.diawin.store (English - selected EU countries)
www.diawin.fr
www.diawin.at (delivery to German-speaking countries)
www.diawin.it
www.diawin.es
www.diawin.nl
You can place your order without registration. However, when you do register, you subscribe to receive our periodic newsletter and you can be informed about promotions, discounts or giveaways.
We will send you a confirmation e-mail after receiving your order.
Cooperation
If you are interested in becoming a wholesale partner of Diawin, you can check information about eligibility, application process, terms and conditions, etc. If you have further questions, please contact us via wholesale form or by e-mail at info@diawin.de . The e-mail should contain information about you, the name of your company (e-shop, website, from where your company operates). We will contact you with further details.
Product
Yes, Diawin shoes are available in three different widths—normal, wide, and extra wide. This ensures a comfortable fit for various foot shapes and sizes, making them ideal for individuals with wide feet or foot deformities like hallux valgus.
Yes, it's essential to measure your feet to get the perfect fit, especially since Diawin shoes come in multiple widths. We recommend following our video tutorial for guidance on how to measure both the length and width of your feet, and refer to our sizing chart for an accurate match.
Diawin shoes are specifically designed to provide extra space in the toe box and come in three widths, making them ideal for wide or extra-wide feet. They help prevent discomfort and offer support, even for people with foot deformities or medical conditions like diabetes.
Absolutely. Diawin shoes are designed with diabetic patients in mind. They are registered as medical devices, providing extra protection to prevent sores, ulcers, and other foot complications often faced by diabetics. Their design promotes foot health and reduces pressure on sensitive areas, ensuring comfort and safety.
Yes, all Diawin shoes come with removable insoles, allowing for easy customization. You can insert your own orthotics or extra cushioning to suit your comfort needs without compromising space in the shoe.
The rocker outsole in Diawin shoes is designed to promote a natural rolling motion of the foot, reducing strain during walking or running. This feature enhances foot stability, reduces pressure on joints, and offers better overall comfort, especially for long-term use.
Yes, Diawin shoes have been clinically tested to ensure their effectiveness in promoting foot health, particularly for diabetic patients. The findings from these studies support the ongoing development and improvement of our product, guaranteeing both comfort and health benefits for our customers.
Yes, Diawin shoes have been tested and are recommended by podiatric authorities, including receiving a seal of approval from prestigious organizations. This endorsement ensures that our shoes meet high standards for foot health and are trusted by experts in the field.