FAQ

Shipping

Is there a shipping cost?
Goatlane offers free standard shipping to EU, Norway, UK and United States. Do you crave for express delivery? Please note the price at the checkout.
When will my order be shipped?
We make sure your order is handled within 24 hours of receiving (weekdays) your order confirmation on business days.
How is shipping affected during peak periods?
During holidays, sale, peak seasons and new releases, we roll up our sleeves and make sure everyone gets their goodies fast. Processing your order may take longer than usual, but rest assured we will process asap.
How do I track my shipment?
You will receive an email with your tracking number once your order has been shipped. We are always here for any question.

Payment

What are the accepted payment methods?
Goatlane accepts payments with PayPal, Klarna and most major credit cards.
When will I be charged for my order?
If you pay by credit card, the total amount will be reserved on your account directly when the order is placed. The money is charged when your order is registered for delivery from our warehouse. You will receive a confirmation containing a receipt of the completed purchase.
Do I have to pay international taxes and duties?
When ordering within the European Union (EU), all additional charges such as VAT/tax and duties are included in the presented price. When ordering outside the EU, all prices exclude VAT/tax and duties. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders, or mark them as a gift. Customs policies vary for different countries. We recommend contacting your local customs office for further information. Note that sometimes custom agents may delay delivery of some packages.

Orders

When do I receive my order?
Your order will be shipped within 24 hours of receiving your order confirmation on business days. Orders received before 15:00 CET will be shipped the same day. During holidays, sale, peak seasons and new releases, we roll up our sleeves and make sure everyone gets their goodies fast. Processing your order may take longer than usual, but rest assured that we are doing our utmost. You will receive an email containing your tracking number once your order has been shipped.
Can I make any changes to my order?
We start taking care of your order immediately. Therefore, the time-frame in which you can amend or cancel it is within a limited time frame. Please contact us as soon as possible and we’ll do our best, customercare@goatlane.com If your order has already been dispatched from our warehouse before you cancel or change it, return it to us for a refund when you receive it and place a new order. Please note we do not refund shipping costs.
Can I change my address?
If you would like to change your address once you have received your shipping confirmation, please contact PostNord/UPS way sooner asap.
Can I track my order?
Yes, you will receive a tracking link from PostNord/UPS on your shipping confirmation email. If you have not received your tracking link, contact us.
My tracking link does not work.
It can take a day for the PostNord/UPS tracking link to be activated and updated. Contact us if your link does not work within 24 hours.
I did not receive an order confirmation.
Directly when your order is placed, an order confirmation is sent to the email address you entered in the checkout. First, make sure you have provided the correct email address. Second, double check your email spam folder. Still missing? Contact us at customercare@goatlane.com.
How do I find the right size?
Runs normal in size. There is a size chart for each product with measurements. You can also find all size charts and instructions how to choose the right size here.
Where are your shoes produced?
Goatlane shoes are produced in Portugal, north in the Oporto Region.
Where is the leather produced?
From Italy outside Vicenza.
Are the insoles removable?
Yes.
I want to know more about the shoes
Every piece is handcrafted and produced in Portugal. The leather is from Italy. The soles are built to last and has been stitched and glued for longer durability, completely cemented to ensure the original shape is kept and equipped with cushioned footbed and arch support to deliver maximum comfort for everyday use. Best way to take care of my Goatlane? 1. Always use shoe tree. Keeps your Goatlane in its proper shape so it dries out correctly, and keeps the leather from cracking by wicking away moisture. The absorbent wood also helps dry out the lining of shoes so that they don’t rot from the inside out. 2. To clean, use a rubber eraser to remove dirt and smudges. Then brush lightly with a soft brush specially for suede products. Care should be taken to brush in the same direction. If you brush in different directions, some suedes will give the appearance of being two different colours. Follow up with a silicone spray for water and stain resistance. Weatherproofing: To weatherproof your shoes, we suggest a non-silicone spray or a rain/stain repellent.

Returns

How do I return an item?
Our returns guarantee entitles you to return the product for any reason within 14 days of having received it. You have the right to open the package and check the contents but the product must be returned unused. All original packaging, price labels, etc. shall be returned with the product without having been tampered with. Returns are to be made at the customers' expense. The product must be sent back double boxed or we will not be able to process your refund.
Can I exchange items?
If you wish to exchange to a different style, size or color, please return your unsought item and place a new order for the desired item. We will refund your returned item once we have received it at our warehouse. Please note we do not refund shipping costs.
When will I receive my refund?
We process returns within 5 working days of receiving them, unless we need more information from you. During holidays, sale and new releases your return may be affected. The second we have handled your return, we will refund you by the same method you used to pay. Your refund will show on your bank account within 5 working days. If you haven’t received your refund within 10 working days, please contact your bank for more information. Please note we do not refund shipping costs.
My product has a defect.
In the event of a detected defect, please send an image of the defect to customercare@goatlane.com Complaint We guarantee that the goods you have ordered are free from defects when delivered. Should you receive faulty goods or an incorrect delivery make sure you contact our customer service team as soon as possible and no later than 14 days after delivery.
Will you refund the taxes and duties I was charged on my order upon delivery?
Unfortunately we can’t refund you these charges. Please contact your local customs office to request for a refund (taxes and duties are only charged for non-EU orders).
I paid with Klarna invoice, how do I make a return?
If you paid with Klarna invoice and want to make a return, make sure to pause your invoice through my.klarna.com so that the invoice does not expire before we receive your return. If you fail to pause your invoice before the invoice expires you may be subject to delay fees from Klarna. Please contact Klarna for further questions regarding your invoice. If you return an order, always keep your tracking number and receipts so you have proof of shipment. When making a return please mark 'Returned Items' clearly on the outer packaging of your parcel and most importantly ensure that the 'Return Goods' option is ticked on the customs declaration form, to prevent any import charges and taxes being applied. If you do not mark the return as "returned goods/items" we take no responsibility if they are delayed in customs or are sent back to you. Shipping costs will not be refunded unless there was a mistake in delivery caused by us. The address for returns is: Goatlane Sports AB Engelbrektsgatan 16 114 32 Stockholm Sweden
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