Frequently Asked Questions
Here you'll find answers about fit, materials, ordering, shipping, returns and our products. Important: returns are currently handled manually – please start your return via our contact form.
Fit & Sizes
How do a.soyi shoes fit?
Our shoes generally fit true to size. The flexible knit upper adapts to the natural shape of the foot and ensures a pleasant and comfortable fit.
What should I do if I'm between two sizes?
If you're between two sizes, we generally recommend choosing the larger size. The removable insole also allows you to individually adjust the fit.
What is the removable insole for?
The removable insole allows for an individual adjustment of the fit. When the insole is taken out, a little more space is created in the shoe – about half a size more. This can be especially comfortable for people with slightly wider feet.
Are the shoes also suitable for wider feet?
Yes. The flexible knit upper adapts to the natural shape of the foot and offers a comfortable fit for many people with wider feet as well.
Materials & Comfort
What materials are a.soyi shoes made of?
The upper of our shoes is made of breathable 3D knit textile with a natural yarn of TENCEL™ lyocell fibres. These fibres are made from responsibly sourced wood and provide a particularly pleasant foot climate, high breathability and exceptional wearing comfort.
Are the knit shoes breathable?
Yes. The breathable knit material allows good air circulation and ensures a pleasant foot climate – even when worn for longer periods.
Are the shoes lightweight?
Yes. Thanks to the combination of a flexible knit upper and a particularly light sole, our shoes are pleasantly light and comfortable to wear.
Can the shoes also be worn without socks?
Yes. The soft knit upper feels pleasant on the skin and provides a comfortable wearing feel even without socks.
Are the shoes suitable for travel?
Yes. Thanks to their low weight, the flexible material and the high level of comfort, our shoes are ideal for travel, walks and everyday wear.
Are the shoes comfortable for all day?
Yes. The flexible knit material, the light sole and the pleasant fit ensure that our shoes remain very comfortable even when worn for longer periods.
What does 3D knitting technology mean?
The upper is knitted seamlessly from natural yarn. This ensures a flexible fit and reduces waste in production.
Care & Cleaning
How do I care for my a.soyi shoes?
The shoes are machine-washable. We recommend washing cold and air-drying to preserve their shape and quality.
Can a.soyi shoes be washed in the washing machine?
Yes. Our knit shoes can be washed in the washing machine on a gentle cycle at a low temperature. We recommend taking out the insole beforehand.
How do I dry the shoes after washing?
Simply let the shoes air-dry after washing. Please do not tumble-dry them and do not place them directly on a heater.
Can the insole be replaced?
Yes. The insole can easily be taken out and, if needed, replaced with another insole.
Shipping & Delivery
Where does a.soyi deliver?
We deliver to all European countries. The available shipping options will be shown to you at checkout.
How much are the shipping costs?
Orders to Germany cost €5.99.
How long does delivery take?
The regular delivery time is about 3 to 5 working days within Germany. To other European countries usually 2–7 working days, depending on the destination country.
Can there be delivery delays?
During promotional offers or in times of high order volume, delays may occur. We appreciate your understanding.
Withdrawal & Returns
How long can I withdraw from or return my order?
We grant a 14-day right of return. This means that after receiving your item you have 14 days to make a return.
What conditions apply for returns?
To be eligible for a return, the item must be in the same condition in which you received it: unworn, unused, with tags and in its original packaging. You'll also need the receipt or another proof of purchase.
Can I return my order?
Yes. Should the size not fit, you can send the shoes back within the return period, as long as they are unworn and in their original condition.
How do I start a return?
Currently we have no automatic returns management. Therefore, every return is handled manually.
Please start your return via our contact form or by email to asoyi@lemipan.com.
So that we can quickly assign your request, please ideally send:
- Order number
- Name and email address of the order
- Which items you would like to return (item name / size / colour)
- Brief reason for the return (optional)
- In case of a defect / error: photos (if possible)
We will then clarify everything further by email (e.g. return instructions and the return address).
Important: Please do not send any goods back before you have received our reply.
Will I receive a return label?
Currently we do not provide an automatic return label in the shop. Please contact us via the contact form or by email – we will clarify everything else directly by mail afterwards.
What do I do in case of damaged goods or a wrong delivery?
Please check your order upon receipt and contact us immediately if the item is defective or damaged or if you have received a wrong item, so that we can evaluate and resolve the problem.
Is there an exchange?
Returning the received item is the fastest way to get the item you want. If the return is accepted, you can purchase the new item in a separate transaction.
When will I get my refund?
We will notify you as soon as we have received and inspected your return, and let you know whether the refund was approved or not. In the event of approval, you will receive an automatic refund to your original payment method within 10 working days.
If more than 15 working days have passed since we approved your return, please contact us at asoyi@lemipan.com.
Payment
Which payment methods can I use?
In the shop the following payment methods are available (depending on checkout), among others:
- American Express
- Apple Pay
- Google Pay
- Klarna
- Maestro
- Mastercard
- PayPal
- Shop Pay
- Union Pay
- Visa
Contact
How can I reach you?
The fastest way to reach us is via our contact form.
Email: asoyi@lemipan.com
Phone: +49 (0) 6331 6082900
Where do I find shipping, withdrawal, terms & privacy?