CAMBIOS Y DEVOLUCIONES EN CALZADO
-How can I change an item?
La solicitud de cambio de producto debe hacerse dentro de 15 días de recibir la orden.
Send us an email here indicating the product you want to change and the product you want to receive in return. And we will explain the steps to follow. Sending expenses will be at client's charge.
-How can I return an item?
To ensure that we can process your return successfully, please follow the requirements below when returning your package:
- The return request must be made within 15 days to receive the order. To do this you must send us an email to here, y le explicaremos cómo proceder a la devolución. No se admitirá ninguna devolución una vez pasados 15 días.
- The price of the return will be covered by the customer.
- Items must be unused and in their original condition, and labels and stamps must not have been removed.
- The packaging / box must be the original and must be in perfect condition *
- Do not stick labels or tape to the shoe box / packaging *
* If packaging requirements are not met, a 5€ penalty will be deducted from your balance.
*We will not refund shipping costs (or customs fees) under any circumstances.
-How long will my refund take?
Please note that there are several steps in the return process. After your items are received in our warehouse, they have to go through an inspection for approval of the return, and once approved, they are re-entered into the system.
If the return is approved, the refund is processed automatically according to the payment method with which they paid, since it will be returned in the same way.
Once the procedure is completed, you will receive a refund confirmation email.
Refunds are generally processed within one week of receipt of returned items. In some cases, especially during sales or in summer, when the volume of purchases is much higher, the process can be delayed because our logistics team has to open each package one by one to review it.
Therefore, the entire return process can take up to 21 business days from the moment we receive the package to the moment the money is returned to your bank account: up to 6 days for processing and up to 15 days to complete the bank transaction.
-I want to return or exchange a pair of shoes that was made especially for me, how can I do it?
Unfortunately, personalised orders cannot be exchanged or returned, as was stated during the purchase process.
CHANGES & REFUNDS IN GIFT CARD
- Gift cards cannot be exchanged or returned.
- They are for single use and only for the Menta Canela website
- Gift card balances are applied to the total value of an order (including shipping and taxes)
- Cannot be recharged
- Cannot be exchanged for cash
- They do not include activation fees or additional service fees, or fees that reduce the value of the card over time.