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FAQ - Frequently asked questions

Sizes marked with [*] are already backordered or usually available at short notice and will be shipped as soon as we receive them. You will receive information about the delivery time with the order confirmation. 

For certain models, you have the option to select [*Request] in the selection menu for sizes. This allows you to order sizes not listed on request. Please understand that we cannot offer you this option for all makes, as we are bound by the conditions of the respective manufacturers. 

We offer showroom pieces at a reduced price on our pages. The higher the discount for a model, the greater the likelihood of blemishes or traces of fitting. 

Payment can be made either by prepayment, PayPal, credit card or, within Germany, on account via Unzer. Orders from other countries are only processed via prepayment, credit card and PayPal. 

  1. Payment in advance
    After your successful order, you will receive our bank details for the transfer of the invoice amount by e-mail. When making the transfer, please make sure to state your order number and your last name in the reason for payment. Depending on your bank, it may take several working days for your payment to reach us. The goods you have ordered will remain reserved for you until we have received your payment (maximum seven days). If you return one or more items, the corresponding value of the goods will be credited back to the bank account from which you transferred.

  2. Payment by PayPal, PayPal Express
    If you pay by PayPal, you will be redirected to the PayPal website for payment during the ordering process. If you are already a PayPal customer, you can log in there with your user data and make the payment. If you are new to PayPal, you can log in as a guest or open a PayPal account and then confirm the payment. If you return one or more items, the corresponding value of goods will be credited back to your PayPal account.

  3. What is the PayPal Express Purchase?
    PayPal Express Purchase is the direct access to your PayPal account from the shopping cart. Clicking on the "Direct to PayPal" button takes you immediately to your PayPal account: Log in, confirm purchase - nothing else! No annoying input of your personal data - all necessary information will be taken over by us directly via PayPal. You will then be taken immediately to our purchase completion page. Then check the details again at your leisure and confirm your order by clicking on the "Buy item" button.

  4. Payment by invoice (Unzer)
    We offer you the purchase on account via the external service provider Unzer (www.payolution.com). The invoice amount can be paid within 14 days of receipt of the goods. Your details will be transmitted to Unzer for the purpose of a credit check. Please note that the purchase on account is unfortunately not possible for a different delivery address and for deliveries outside Germany, Austria, Switzerland and the Netherlands. With our payment partner Unzer, purchase on account is only possible up to an invoice amount of EUR 1000.00 across all online shops.

  5. Payment by credit card Credit cards
    We accept Visa, MasterCard and American Express. To ensure the protection of your credit card details, your complete data is transmitted encrypted via SSL and is therefore safe from access by third parties.

    After selecting this payment method, please have your credit card ready. You will be asked to enter your credit card number, expiry date and card verification number. The card verification number is the last three digits on the signature field on the back of your card.

    Your credit card details will be forwarded in encrypted form to TeleCash (leading provider of card-based payment transactions) for authorisation, and the invoice amount will be reserved on your credit card. However, your credit card will not be charged until the day of dispatch. If you return one or more items, the corresponding value of the goods will be credited back to the credit card originally charged.


  6. Additional security when paying by credit card
    Verified by VISA and MasterCard Secure Code enable the particularly secure processing of credit card transactions on the Internet via special encryption procedures.

    You do not need any software on your computer. Both customers who are already registered and those who are not yet registered will be automatically redirected to the page of your bank via the payment processing. To complete the order successfully, please follow the steps indicated there. Please note: We have no influence on the information requested on this page.. 

From an order value of 49,- EURO we deliver free of charge within Germany as well as Austria. For orders under 49,- EURO we charge a flat rate of 5,- EURO for shipping and handling. The shipping costs for delivery to other countries can be found here.

On request we offer you a delivery with DHL Express at a shipping price in the amount of 7.50 EURO. The standard delivery time is 1 to 2 days. You have the option to select DHL Express as the shipping service provider when completing the order. 

Our shipping partner DHL delivers within Germany between Monday and Saturday.

If your shipment cannot be handed over to you directly at the specified delivery address, you will find a collection slip with which you can collect your parcel from the post office or Packstation indicated on it within 7 days (in Germany). If the recipient has not concluded a separate or deviating storage agreement with DHL, delivery to a neighbour or another person authorised to receive the parcel is also possible. 

Shortly after we receive your order, we will send you an e-mail confirming that we have received your order. For items marked "available immediately", delivery is usually within the next one to two working days by postal parcel for shipments within Germany. For items marked "available at short notice", we will inform you of the delivery date immediately by e-mail or telephone. For items marked with "Pre-order now!", the delivery period depends on availability at the manufacturer. 

Are you waiting for your order and can't wait to take your new shoes out? Of course we understand that and are happy about it! You will immediately receive shipping information from us by e-mail when your order is dispatched. As a rule, your order will be with you within two to three working days. If this is not the case, your order is often still at the Deutsche Post or has been delivered to a neighbour. If these possibilities fail, please contact us immediately and we will immediately make a follow-up request. 

Please send us an email to bestellung@schuhe-lueke.de promptly - as it is our aim to deliver to you as our customer as quickly as possible. There is a possibility that the package is already on its way and we can no longer change anything. You then have the option of refusing to accept the package upon receipt.

Otherwise you have the right to cancel this contract within fourteen days without giving any reason.

You can find full details of the cancellation and return provisions in our cancellation policy in our GTCs. 

If you are not completely satisfied with an item, please return it to us within 30 days. Please use the return label enclosed with your order or request it from us if necessary. Please have the post office acknowledge the delivery. Please note that free returns are only possible for shipments within Germany.

Shipping costs and return costs for deliveries abroad shall be borne by the buyer. After receipt of the goods, you will immediately receive a credit note/transfer in the amount of the purchase price. The type of credit depends on the selected payment method and is either credited to the current account, the credit card account or the PayPal account.

Please note that the delivered goods may only be used for the purpose of testing - comparable to trying them on in a shop. In the event of further use, we reserve the right to demand appropriate compensation for the value. The aforementioned restrictions, which result from the listed return modalities, only apply in any case after the expiry of the statutory revocation period. You can, of course, make full use of your statutory right of withdrawal in the event of a return.

The fastest way to make an exchange is to place another order in our online shop. Of course, our money-back guarantee applies to your return.

If you choose payment in advance we recommend that you indicate your wish to exchange the item on the return form; the item will then be automatically invoiced with the new exchange delivery. 

We know that careful handling of your personal data and information is important to you. Therefore, we appreciate your trust that Schuhe Lüke GmbH will handle your personal data with care. In doing so, we strictly adhere to the regulations of data protection.

The information about our customers is important for the smooth processing of orders and is used exclusively for this purpose. It is not part of our business practice to sell or pass on this customer information to third parties. To ensure that no one can read or change your data during transmission to us, it is encrypted. We use the best technical standard currently available for this: the 256-bit encryption process SSL (Secure Socket Layer). 

We only save data that is necessary for your order. These are for example: 
The personal data of you (e.g. the address) 2. the order number, the order total, the order date and your payment details. Only when you place an order do we store your data and only with your consent. 

To prevent your personal data from being transmitted unencrypted ("tappable") over the Internet, we encrypt your order using SSL (Secure Socket Layer). We use 256-bit encryption, which is currently the best security standard and is also used, for example, for online banking. The 256-bit SSL encryption is supported by almost all modern browsers. You can find more details on the website of your browser provider.

How it works: First, a secure connection is established between your browser and the security server of Schuhe Lüke GmbH. This ensures that data is only transmitted from your computer to the server of Schuhe Lüke GmbH. Your data will only be sent once this secure connection has been mutually confirmed. 

Schuhe Lüke GmbH is a tradition-conscious family business in its third generation that vouches for quality and trust with its name. Schuhe Lüke has been successfully active in the specialist shoe trade since 1938. The head office of Schuhe Lüke GmbH is located at Schusterstr. 33 in 79098 Freiburg. Since 1994, the management has been Angelika, Heinrich, Tobias and Christoph Lüke. Schuhe Lüke GmbH is registered and entered in the commercial register of the district court of Freiburg (HRB 4740).

1. access the returns portal::
There is a link to the returns portal in our footer. You will find it in the Help & Service tab. Alternatively, you can simply click here.

2. enter order number & email address::
Enter the required personal information, such as your name and the email address you used when you placed your order. Then you can click on “Register”.

3. create a new return::
By clicking on the “Create new return” button, you can create a new return.

4. select items::
Select the items you wish to return. You can use the number of items to determine the quantity of items to be returned. Please make sure you select the correct products and quantities to avoid any misunderstandings.

5. indicate the reason for return::
You will be asked to specify a reason for the return via the “Product details” field. Select the appropriate reason from the list. Below this, you can enter an additional comment about the item in the field, if desired.

6. write a comment::
You have the option of using the comment field to send us a request together with the return.

7. create return::
By clicking on the “Create return” button, your return label and return slip will be generated and prepared for you to download.

8. print labels::

  • Click on the “Print returns label” button to generate your PDF for the parcel label and then download it automatically.
  • Use the “Print DHL label” button to generate your PDF with the shipping label and then download it automatically.
  • Alternatively, you can also use the “Print DHL QR Code” button to generate a PDF with the DHL QR code of your shipment, which you can present digitally at the post office.

9. packaging::
Pack the items securely in the original packaging or other sturdy packaging to avoid transportation damage.

10. shipping::
Send the package to the return address provided. Be sure to keep the shipping receipt until the return has been processed.

11. refund::
Once the return is received and inspected, the refund is usually processed within a few days.

If you have any further questions or need assistance, please do not hesitate to contact our customer service.

“MEIN LÜKE” is our free bonus program. You collect bonus points when you make purchases—in our online shop, at our main store, and in the LÜKE Shop. The aim is to reward your loyalty and offer you additional benefits.

  • 100 welcome points upon registration
  • 1 point per €1 spent
  • Special promotions possible (e.g., double points)
  • Birthday surprise in the form of a voucher
  • Transparent points balance in customer account and at checkout
  • Free participation

A registered customer account in the online shop.
You must be logged in when shopping.

  • The order must be correctly assigned to your account.

Points are initially displayed as “pending.” The final credit will be issued after the return period (40 days) has expired.
You can view your points balance at any time in your customer account—it is also displayed at checkout.

a) What happens in the event of a return?
In the event of a return, the corresponding points will be automatically deducted.

b) How long are my bonus points valid?
Bonus points are valid for 12 months.

You can redeem bonus points at checkout. Redemption is possible from 200 points. You can also collect points and exchange them for gift vouchers – the equivalent value is usually more attractive than direct redemption.
Examples:

  • 1,250 points = €50 voucher
  • 2,000 points = €100 voucher

Yes. Certain items or promotions may be excluded from earning or redeeming points. Conversely, individual items may also be available exclusively with bonus points.

Yes, you can also use MEIN LÜKE in our main store and in the LÜKE Shop in Freiburg.

b) Do I need a separate account for this?
No, if you already have a customer account with Shoes LÜKE, you don't need another one.

Yes. Points from online and in-store purchases are totaled. You can view your in-store purchases in your customer account under "Store Purchases" (including receipts).

a) What do I need to collect bonus points in-store?
You must be registered. Your purchase must be clearly identifiable – via wallet/QR code. Points cannot be credited without registration or a clear identification.

b) How does the points collection process work at the checkout?
You present your wallet with the QR code. The QR code is scanned. You are recognized by the checkout system. The purchase is assigned to you. The bonus points are credited automatically.

c) When are the bonus points credited for in-store purchases?
Immediately after the purchase. In the case of a return, the points are subsequently deducted.

Yes, points can also be redeemed in-store – but only by converting them into vouchers. The transaction is processed through the point-of-sale system.

The Wallet is your digital customer card for "MEIN LÜKE". It completely replaces a plastic card and serves as identification in the store (QR code).

a) What can the Wallet do?

  • Collect points in the store via QR code scan
  • Link in-store and online points in the same customer account
  • Central points overview in the customer account
  • Automated emails (e.g., points balance, promotions, birthday)
  • Convert points into vouchers according to the applicable redemption rules

b) What do I use the QR code in the Wallet for?
The QR code will be used for quick identification at the checkout – so that your purchases are correctly credited to your customer account.

  • Create a customer account (register online)
  • Select the wallet function in your customer account
  • Choose Apple Wallet or Google Wallet
  • Scan the displayed QR code with your smartphone
  • The customer card will be saved in your wallet and can be used immediately

No problem. You can easily reset your password using the "Forgot password" function in the online shop. Alternatively, we're happy to help you further.

No. You only need your wallet with the QR code on your smartphone. Alternatively, we can find you in the system using the email address you have registered with us.

a) What happens if I change my email address?
Please inform us or update your information in your customer account so that your points are correctly allocated.

No, the bonus program works entirely digitally via the wallet on your smartphone. A physical card is not provided. (Depending on whether a customer would prefer a physical loyalty card, we can discuss this internally. In exceptional cases, we might produce a physical card for top customers.)

a) Can I participate in the bonus program without a smartphone?
Yes, provided you are registered, we can find you in the system via your email address. However, the wallet makes the process faster and more convenient.

Yes, provided the purchase can be clearly identified. Please contact us promptly with your receipt so we can check the points and add them if necessary.

You can contact our sales team at any time or get in touch with our customer service via the website or by phone.

Customer Service:
+49 761-380 90 91
info@schuhe-lueke.de

Contact Hours:
Mon-Fri 8:00 AM – 4:00 PM

You can find the terms and conditions on our website on the bonus program page:https://www.schuhe-lueke.com/bonus-program/.

Your data will be used exclusively for your customer account and the bonus program. This provides you with transparency and additional benefits.

Via our newsletter, by email, or via notices in the online shop and in our branches.