Changes & Refunds
-How can I change an item?
The return request must be made within 15 days of receiving the order
Send us an email to firstname.lastname@example.org 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 email@example.com, and we will explain how to proceed with the return.
- 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 DO NOT REFUND SHIPPING CHARGES (OR CUSTOMS CHARGES) IN ANY CASE.
-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?
Lamentablemente los pedidos personalizados no se pueden cambiar ni devolver, como bien se informó en el proceso de compra.