Questions and answers

How do I know web shop has received my order?
After completing the purchase web shop sends you a confirmation of receipt within one working day and informs you about the successful (or unsuccessful) authorization status and further orders.


Are the products in the web shop available?
All articles that are found in the web shop are in stock and ready for delivery. Updating the inventory is done once a day, so there is a minor possibility that the requested item is not available. If you have ordered item that is not available on stock, we will notify you by e-mail and cancel the transaction.


What types of payment are at web shop?
When purchasing through web shop payment is made through credit cards American Express, Diners Club, Maestro, MasterCard or Visa.

You can also pay by wire transfer (bank transfer). Simply go to “shopping cart” and under Payment method select “Wire transfer / Bank transfer / e-banking”. Detailed payment instructions will be sent to your e-mail after you complete your order. After payments please send a receipt on


How soon is the order delivered?

  • Europe: 1-2 working days (by DHL)
  • USA, Canada, Japan, South Korea & Taiwan: 3-4 working days (by DHL)
  • Croatia: 1-2 working days (by GLS)


What is the cost of delivery?

Croatia: Free delivery
Europe: €15
USA and Canada: €20 converted to US dollars ($ )
World: €20 


How do we ship?

Delivery Worldwide is performed by: DHL express Worldwide and partners of DHL in delivery countries. Croatia: Dispatch of goods is carried with Croatian post.


Is ordering over web shop safe?
Yes, ordering over the web shop is safe. Because where you enter your personal information and credit card data is under control of „secure server“and no one (including us) has any information about your (secret) data of credit cards. Service ensures safe Internet business T-Com Pay Way.

What should I do if my credit card was not successfully authorized?
If your credit card has not passed successfully the authorization procedure for your order, you can continue to make payments with any other credit card.


What if the colour or size of the delivered shoes does not match?
The buyer has the right to return within 7 days from the date of receipt of the shoes and we deliver a new size old colour free of charge again! You are required to first contact us by e-mail and write a request for a replacement. Upon our confirmation, you send Mephisto shoes packed in original box at our address MEPHISTO-SHOP, Masarykova 11, 10000 Zagreb, Croatia and we get your shipment we will deliver for free requested size or colour.


What if my order is damaged during transport?
The buyer is required when retrieving the goods to check for any damage and immediately claim the post official who delivered the package or refuse to take package when there has been visible external damage.


Do I have the right for a claim if I discover that the shoes are defected?
The buyer has the right to complain within 7 days if there is defect on shoes. Before sending the shoes to a claim, they need to be cleaned and write a written explanation with the reason for complaint to e-mail Send the shoes along with an explanation of the complaint to the address of Mephisto-Shop Zagreb, Masarykova 11, 10000 Zagreb, Croatia with reference to the web shop – claim. When we receive the shoes, we follow a quality control procedure to determine what kind of damage and whether is possible to repair the shoes. The deadline for ending the complaint is 15 working days from receipt of the complaint for the shoes. Manufacturer is not responsible for mechanical damage to the upper and outsole while wearing the shoes, or jumping, sliding and similar activities that may damage the shoes.


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We are happy to help!

+385 1 4811 700

Hotline opening hours

Monday - Friday: 8:30 – 20:30 Saturday: 9:00 – 18:00


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Koleks d.o.o. Nodilova 7, 10000 Zagreb,
tel: +385 1 4811 700 fax: +385 1 4811 709
email: iban: HR9624840081100274374