FAQ - Everything you need to know
Here you will find answers to the most frequently asked questions about ordering, shipping, payment and returns in our online shop. If you still need help, our customer service team will be happy to assist you at any time.
Once you have decided on an item and selected your size, you can add it to your shopping basket by clicking on the Add to basket. The shopping basket icon in the top right-hand corner takes you to your shopping basket overview. If you have a voucher code, you can enter it here.
Click on the Go to checkout button to start the ordering process. Please fill in the marked mandatory fields and confirm by clicking Pay and place order
By clicking on 'Pay and Place Order', you agree to make your purchase from Global-e as merchant of record for this transaction, subject to Global-e's Terms of Sale; that your information will be handled by Global-e in accordance with the Global-e Privacy Policy; and that Global-e will share your information (excluding the payment details) with ara.
On the product page, you have the option to enter your email address so that we can notify you as soon as the item or desired size is available again.
After clicking on Go to checkout in the shopping basket, you can place your order in the next step without registering or creating a customer account.
We are also happy to take your order by telephone on 0800 0 966377. However, it is essential that you provide your e-mail address for order processing.
You can find all possible payment methods at the following link: Payment options
You will receive your invoice by email as soon as your order has been processed in our warehouse.
Please call 0800 0 966377 as soon as possible. If your order has not yet been processed, our colleagues will be happy to help you.
With our newsletter , you will always be up to date on our latest discount promotions, campaigns and new collections. In addition, you can look forward to a 5% voucher when you register for the first time.
Here you will find all the information about our shipping costs: Shipping costs.
The delivery time for items in stock from Germany is 1–2 working days.
Deliveries to the United Kingdom take 3–5 days, while deliveries within the EU and abroad take 3–14 days. However, external circumstances (weather, increased volume due to public holidays) may also cause delays. Exceptions may occur for deliveries to islands. It may take up to 24 hours for the shipment to appear in the shipment tracking system.
Yes, you can track your order via DHL. As soon as your order has left our warehouse, we will send you an email with the DHL tracking number.
Please note that you may use the delivered goods for test purposes in the same way you would when trying them on in a shop. In case of additional use we reserve the right to claim an adequate compensation for lost value.
Within 14 days of receipt you can return the delivered goods.
All returns should be processed via our Returs Portal: https://web.global-e.com/Returns/Portal/gsBNM.
Please use the email address you used for the order and your Order ID to access the portal and create your return label.
All returns should be processed via our Returs Portal: https://web.global-e.com/Returns/Portal/gsBNM.
Please use the email address you used for the order and your Order ID to access the portal and create your return label.
All returns should be processed via our Returs Portal: https://web.global-e.com/Returns/Portal/gsBNM.
Please use the email address you used for the order and your Order ID to access the portal and create your return label.
Once we have received your return, we will usually refund the amount on the same day. The refund will be made to the account you used for the payment.
Please contact us as soon as possible by telephone on 0800 0 966377 or by email using our contact form. If possible, we will endeavour to change the delivery address.
You can find all possible payment methods at the following link: Payment options
Unfortunately, we do not currently offer payment by instalments. However, we are working on providing flexible payment options in the future.
There is no minimum order value for our payment methods. All other payment methods can also be used for any amount.
You will receive your invoice by email as soon as your order has been processed in our warehouse. If you need a copy, please contact our customer service team.
If you have not yet paid for your order, please follow the instructions in the email. However, if you have sent us a return, you will see the payment reminder as an invoice correction. If you have already paid, you can ignore the letter.
At checkout, you can select the payment method credit card.
Your credit card payment is secure with us: your data is only transmitted in encrypted form and is additionally protected by modern security procedures such as the 3D Secure procedure (Mastercard Identity Check, Verified by Visa). Every payment must be confirmed with a one-time code or push notification. We also comply with all current security standards, such as the PCI DSS standard, to protect your data. This ensures maximum security and data protection.
At checkout, you can select PayPal as your payment method, review your order once more, and complete the purchase..
At checkout, you can select Amazon Pay, Google Pay or Apple Pay as your payment method (the latter if you are shopping on an iOS or macOS device). You will then be redirected to the respective provider where you can complete your payment.
You can enter your voucher code in the shopping basket. Otherwise, you still have the option to enter your code during the final step of the order process.
The vouchers are valid indefinitely and can only be redeemed in the online shop.
If your payment fails, please contact our customer service team by telephone on 0800 0 966377. They will then assist you with the next steps.
In our size guide, you will find a classification of your foot length to the shoe size that fits you. Measure your foot length and find your shoe size in our table.
Here you will find our size guide to help you determine the right shoe size for you.
You will find the description below the photos on the product page for each of our shoes. Here you will also find information about the fit of our shoes.
Yes, ara shoes are considered to be particularly comfortable. This is thanks to innovative comfort technologies such as HighSoft, which combines soft upper material, a flexible sole and a cushioning insole. ara shoes adapt perfectly to the foot, offer different widths and a pleasant foot climate – this prevents pressure points and enables long, fatigue-free walking.
Many models are also equipped with removable insoles or other comfort features, making them particularly popular for everyday wear and leisure activities.
ara shoes are known for their high level of comfort and quality. They offer innovative technologies such as HighSoft, Motion and shoes with extra width, which prevent pressure points and ensure a comfortable walking experience. There are also removable footbeds for an optimal fit. These features make ara shoes particularly comfortable for everyday wear and long periods of time.
For women, we offer widths H1/2 and H, which provide extra width for even wider feet. For men, in addition to the standard width G, you will also find shoes with extra width H or even special width K. Say goodbye to pressure points!
ara has designed shoes with removable insoles because we know that many people use their own insoles, whether for orthopaedic reasons or for comfort. The footbeds can be easily removed and replaced with your own individual insoles.
We recommend shoes with extra width for women and extra width for men with hallux valgus or bunions to avoid pressure points and discomfort.
A removable insole is an insert that can be easily replaced or substituted with an orthopaedic insole if necessary. This allows you to adjust the wearing comfort to suit your individual needs.
We have compiled detailed information for you here: FAQ Removable insoles
The shoe width H refers to a comfort width that has been specially developed for slightly stronger or wider feet. Shoes in this width offer more space in the forefoot and ball area, ensuring a comfortable fit without pressure points.
We have compiled detailed information for you here: FAQ Width H
ara offers waterproof shoes in its Gore-Tex series – suitable even for the wettest days! Our Gore-Tex models ensure a perfect foot climate with their optimal thermal conductivity and excellent moisture management. The Gore-Tex membrane guarantees dry feet thanks to its waterproof, breathable and durable properties.
No, ara shoes are not orthopaedic. However, as we know how important this issue is, we offer a wide selection of shoes with removable insoles so that you can use your orthopaedic insoles together with stylish ara shoes.
With our office looks, we have put together a selection of pumps, loafers and ballerinas to give your everyday office look that certain something. With this selection, you are sure to make a confident impression!
ara's Motion shoes are particularly recommended for travelling. This collection combines innovative technology with exceptional comfort, ideal for long days on your feet. The Motion models feature a flexible and particularly lightweight sole, a rounded ball heel for optimal pressure distribution, and the Ortholite Motion footbed with high-rebound cushioning for exceptional cushioning and elasticity with every step. Thanks to the ‘Top Fit’ fit, there is plenty of volume in the shoe and the smart Touch&Walk function makes it easy to slip on. This makes Motion shoes the perfect companion for on the go – whether strolling through town, on a sightseeing tour or at the airport.
For everyday wear, ara recommends the easy2go model – a particularly comfortable shoe that combines comfort, functionality and modern design. The flexible material, soft leather and externally sewn heel loop ensure that the shoe is easy to put on – even without using your hands. This makes the ara easy2go the ideal companion for anyone who values comfort, quality and style in their everyday life.
We offer shoes made from a wide range of different materials. Under the Leather section, you will find only the highest quality women's shoes made from leather.
With our ara a-round shoes, you will find ecological and environmentally conscious shoes from sustainable production. As the presence of animal-derived materials cannot be guaranteed to be excluded, our shoes are not vegan. However, you will find in the category No leather shoes that are completely free of animal leather.
In the product overview, you can filter by product features. The most important features are also displayed at the top left above the shoe preview. For a detailed overview of all the features of a shoe, click on the shoe and then click on Functions under the description.
Our bestsellers are regularly updated among the top sellers. Follow the latest trends and be inspired by the best-selling shoes!
No, ara shoes should not be washed in the washing machine. Models made of leather, suede, nubuck or patent leather in particular will be damaged by water and mechanical stress. The material can become brittle, lose colour and change shape. Even for shoes made of textile or mesh, ara recommends gentle cleaning by hand to preserve the lifespan and appearance of the shoes. For proper care, we recommend using special cleaning products and waterproofing the shoes before wearing them.
ara recommends different care products depending on the material of the shoes:
For patent leather: Solitaire Multi-Colour Cream for care and protection against tears
For suede and nubuck leather: Crepe brush, Suede nubuk box and Collonil Nubuk/Velours Spray for colour retention and protection
For shiny leather: Power cleaner set to maintain shine and elasticity
For fabric and mesh: BOOM! Power cleaner for sneakers for gentle cleaning
For synthetic/artificial leather: Care emulsion for maintenance and protection against drying out.
For all materials: Impregnation spray for long-lasting protection against moisture and dirt.
Care includes cleaning, treating with the appropriate products and waterproofing. Regular waterproofing (every 24 weeks or after heavy rain/dirt) is particularly important to protect the shoes from environmental influences and extend their life.
To extend the life of ara shoes, a few care steps are particularly important:
Cleaning: Regularly remove dirt carefully with a brush or damp cloth. Avoid aggressive cleaning agents and never use a washing machine.
Maintenance: Nourish the material with suitable products such as leather cream, care emulsion or special sprays. Make sure you follow the correct order: first clean, then care for, and finally waterproof.
Impregnation: Protect your shoes from moisture and dirt with a waterproofing spray, such as Collonil 3x3 Protect Spray. Applying it every 24 weeks or after heavy rain will prolong the protection.
Drying: After cleaning, stuff the shoes with paper or shoe trees and leave them to dry at room temperature. Avoid heat from heating or sunlight, as this will damage the material.
Storing: Store shoes in a cool, dark and dry place, ideally with shoe trees to prevent them losing their shape and developing odours.
Using insoles and regularly airing the inner shoe improves hygiene and freshness.
These measures protect the material, preserve the shape and ensure that your ara shoes remain comfortable to wear for longer.
For optimal care of leather, nubuck and GORE-TEX® shoes, we recommend the products suggested above in the care product recommendations. You can find our complete selection under care products.
Stains should be removed as quickly as possible to avoid permanent damage to the material. For smooth leather, a slightly damp cloth is usually sufficient for wiping.
Suede and nubuck leather should be cleaned with a crepe brush. For stains, a suede nubuk box can be used carefully to protect the pile.
Simply wipe patent leather with a damp cloth and then treat with a special patent leather care product to prevent cracking.
Textile and mesh materials can be cleaned with a power cleaner set, which is applied with a brush using circular movements. Excess moisture should be dabbed off with a sponge.
After cleaning, allow the shoes to dry at room temperature. Avoid heat sources such as radiators or direct sunlight to prevent the material from becoming brittle.
To prevent moisture damage, ara recommends regular waterproofing with Collonil 3x3 Protect Spray. If the shoes come into contact with rain or snow, waterproof them again afterwards.
Salt stains in winter should be wiped off immediately with a damp cloth, then reapply waterproofing..
These measures help to gently remove stains and prevent moisture damage, keeping your shoes in good condition for longer..
We do not currently offer our own repair service. If a shoe you have purchased from us is damaged, please contact us – we will work with you to find a suitable solution.
Possible reasons include problems entering payment details, technical issues with the shop, or an expired shopping basket. Check that all mandatory fields have been filled in correctly, that the voucher code is valid, and that the payment method is accepted.
If the problem persists, please contact support on 0800 0 966377.
Ensure that the voucher code has been entered correctly and is still valid. Some codes are only valid for certain product groups or minimum order values. Please note that the code may not be combinable with other promotions.
If in doubt, please contact support for clarification at 0800 0 966377.
Please report damaged goods to customer service immediately. Ideally, take photos of the damaged product and packaging to document the damage. The team will then offer you a solution, such as a replacement delivery or return plus refund.
Tracking is usually only activated once the parcel has been dispatched. Therefore, please wait a few hours after receiving confirmation of dispatch. If the tracking number does not work or you are not receiving any updates, please contact customer service on 0800 0 966377 for verification.
Packages may be returned if the address is incomplete or incorrect, the recipient could not be found, or delivery was refused. Please check the address details carefully and ensure that someone is available to accept the package. If you have any questions, please contact customer service at 0800 0 966377.
Our customer service is here for you! You can reach us by e-mail via our contact form or by telephone on 0800 0 966377 (Monday to Friday, 9 a.m. to 5 p.m.).
Yes, you are also welcome to use our contact form. This is available around the clock. We will get back to you as soon as possible.
You can reach us by telephone from Monday to Friday between 9 a.m. and 5 p.m. Outside these hours, you can also contact us via our contact form.
Follow our size guide size guide or look at the description under a shoe. There you will find information about each shoe, e.g. width, fit and much more.