Customer Help

Below you will find answers to our most commonly asked questions.

If you can't find what you're looking for in the answers below, please contact us directly!
How can we help?

Frequently Asked Questions


How much does shipping cost?

We offer a flat shipping rate of $9. You can visit our policy pages to read more about our shipping and return policies.

Do you ship to my country?

Yes, most likely! We offer shipping to most countries in North America and Europe.

Make sure you are on the correct site for your country:

Do I have to pay for import tax?

No, you do not have to pay for taxes.

How long is the delivery time?

We ship orders every business day. Orders placed before 11 AM will be shipped the same day. Once you receive your shipping information via email, it usually takes between 3-5 business days for your order to be delivered.


What payment methods do you accept?

We accept payments from any debit or credit card, PayPal and Klarna.

Do you sell gift cards?

As of now we do not sell gift cards.

Where can I add my discount code?

In the checkout, you will find an order summary. On mobile, select "Show order summary" and a field for the discount code will appear.

Why does my discount code not work?

Discount codes may have specific terms and conditions, including expiration dates or restrictions on certain products.

Make sure you've entered it correctly and that it meets the criteria outlined in the code's terms. Please note that discount codes does not apply to products in the Outlet category.


When will I receive my order?

We ship orders every business day. Orders placed before 11 AM will be shipped the same day. Once you receive your shipping information via email, it usually takes between 3-5 business days for your order to be delivered.

How can I track my order?

You will receive your order number in the order confirmation email, the tracking information will be sent both in the shipment confirmation email and directly from our shipping service DHL.

DHL will send you your tracking/delivery information in a text message before arrival. Be aware that all our orders are delivered directly to your doorstep. The link provided in the message will allow you to choose the preferred delivery method and time of delivery.

Can I make changes to my order once it is placed?

Initially, it is not possible to make changes to an order once it has been submitted. However, if you contact customer service promptly, there may be a chance to cancel the order and place a new one with the desired modifications, although we cannot guarantee this.


What is your return policy?

We have a 30-day return policy from the day you received your order. P

lease read our "Refund and Return Policy" for information on how to handle your return.

We do not accept C.O.D returns and they will be returned to the sender automatically.

The product is not right for me, how can I make a return?

You need to fill out the attached return form to return your order.

Read more about our  Shipping and Returns policy by visiting the policy page.

I have received the wrong product, what do I do?

Contact our customer support immediately to report the issue. We will arrange for the correct product to be sent to you and provide instructions for returning the incorrect item.

Product and sizing

Where can I find information about sizing?

You can see our handy size guide here

How is the sizing?

Our sizes are based on standard sizing. If you're normally a size 38, you'll also be a size 38 in GaitLine.

However, we do experience some variations, and certain shoes may feel small in size. These are indicated in the product description.

Always read the description before ordering.

How do I clean my shoes?

Generally, we recommend using mild soap and water and avoiding harsh chemicals.

What's the difference between women and mens shoes?

All shoes from GaitLine are unisex.

This means that all sizes are the same, and all models are suitable for both women and men. The only variation is in size.

Please note that some shoes are categorized as women's shoes, which are available in EU sizes 36-42.

Are the shoes waterproof?

Some of our shoes are designed to be water-resistant to varying degrees, but they may not be fully waterproof. Please check the product details for specific water-resistance features.

How can I wash the insoles of the shoes?

Yes, you can. However, we do not recommend washing them in the washing machine with a program hotter than 85°F, and it should be a gentle cycle to preserve the insoles as best as possible.

After washing, it's important to dry the insoles at room temperature and avoid placing them on heated floors or similar, as this can affect the shape of the insoles negatively.

Are your shoes vegan?

Yes, we offer vegan-friendly options. Some of our shoe models that are suitable for vegans include World Cup PRO, Advance PRO, Track Knit, Route TRX, and Tracer TRX WP. These shoes are crafted without the use of animal-derived materials, making them a compassionate choice for those who prefer vegan footwear.

Where are your shoes made?

Our shoes are designed in Norway and manufactured in China.

We take great care in selecting our manufacturing partners, and the factory we work with in China adheres to high standards of ethical and orderly working conditions to ensure the quality and integrity of our products.

Your satisfaction and the well-being of those who make our shoes are of utmost importance to us.

How to care for the shoes for a longer lifespan?

We recommend applying a waterproof spray to all shoes before use. This helps to keep the shoes looking good, makes them easier to clean, and ensures they can withstand various weather conditions.

What is SGL?

You can read everything about our shoes and the unique Sensory Gait Line technology here

Person med beige klær holder GaitLine skoen Tracer TRX WP 2.0


Contact us if you still have questions! We are here to help!

Contact Gaitline