Exchanges and returns
We are sorry if the product you have purchased does not fit what you were looking for. Surely the perfect shoe for you is in our collection, but if it is not the one you have purchased, you can request an exchange or refund.
Exchanges are for size, that is to say, we make exchanges when it is the same model and color, but for another size. In case you want to change one model for another or for the same model in another color, you have to make a return of the product you already had and a new purchase of the new product you want. The discount coupons that have been applied on products that are returned cannot be used again, since (unless otherwise indicated) our coupons are for a single use per customer.
To make the exchange or return, you must access your account on our website by clicking on MY ACCOUNT - LOG IN, on the top panel. Enter your username and password and click LOG IN. Once inside your account, access the ORDER HISTORY. On this page you will be able to see all the orders you have placed with us.
Click on the DATA of the order you wish to return and you will see all the information about your order. If you do it from a mobile device, you must click on the order reference.
Remember, when you go to the next screen, the description of all the products appear at the bottom (each one with its corresponding box), so you will have to scroll down the page to select the model you want to exchange or return. This description of the products is located just below the delivery and billing address information.
If you want to make a return you must select the model you want to return (by clicking on the box on the left side of the product) and indicate in the box below the reason for the return.
If you want to make an exchange you must select the model you want to change (by clicking on the box on the left side of the product) and indicate in the box below the reason for the change and what is the new size for which you want to change your product. Once we receive your package, we will proceed to send your exchange.
Once all this is done, you will have to finalize your request by clicking on REQUEST A RETURN.
Your return/exchange will be waiting to be confirmed by our office, you will be notified of this confirmation and the instructions to send us the package by email. If you exceed 72 hours, and have not received any notification, please contact our Customer Service.
In addition, for returns made in Spain, Andorra and Portugal the company MRW will send you another email so that you can manage directly with them the collection of the package from your home or delivery in one of their offices, as you decide.
Finally, returns made from countries other than Spain, Andorra or Portugal, will be paid by the customer who will be responsible for managing the return shipment to our facilities. In addition, only returns will be accepted, no size changes can be made.
All exchanges or returns must be made in perfect condition, with the product in its original packaging and shipping packaging (or one of similar strength). If these conditions are not met, the full amount of the purchase will not be refunded.
Purchases made by professional customers using their corresponding discount coupon (only valid for collection models) will not admit changes or refunds
Deadlines for requesting an exchange or refund
If once you have received your purchase you are not satisfied, you can exercise your right of withdrawal and cancel all or part of your order within 14 calendar days* from the date you receive the item purchased through our online store. Once we have confirmed the return, the returned product must reach us within 30 calendar days from the date you receive the item purchased through our online store.
The customer is responsible for ensuring that these deadlines are met. If this is not the case, we will not be able to manage the return or exchange and it will be the customer who will be responsible for collecting the product from our facilities after the deadline.
These deadlines may be varied or modified by force majeure situations (weather or seasons of offers).
*During the Christmas shopping period, we will extend the deadline for exchanges and returns until January 10 for purchases made between November 17, 2021 and December 27, 2021.
Conditions for exchanges and returns
All exchanges or returns must be made in perfect condition, with the product in its original packaging and shipping carton (or one of similar strength). If these conditions are not met, the full amount of the purchase will not be refunded. The shoebox (not shipping) is part of the product, and if it suffers any modification, we will proceed to deduct 5€ from the amount of the product.
In addition, if any type of gift or other promotional item associated with the purchase is included in the order and the order is returned in its entirety, this product must be included as part of the return. Failure to do so will result in the proportional value of that item being deducted from the amount to be refunded.
Once we receive the product in our warehouse, we will verify that it is in good condition and we will proceed to send the new item if you have requested the return for exchange, or we will make the refund within 14 working days. If there is no stock of the new model requested in your exchange, we will contact you to offer you an alternative.
Collection or delivery of the package in Spain, Andorra and Portugal
When we confirm your return, for returns made in Spain, Andorra and Portugal you will receive an email from MRW to process the delivery of the package. You will only have to follow the instructions indicated in the email for the collection of the package from your home or delivery at one of their offices, as you decide. If you choose to have your parcel collected, you don't need to print the label. If, on the other hand, you want to deliver the package in an MRW office you must print the return label that is generated, this can be printed on a sheet size paper, it is not necessary to be adherent. You can go to any MRW office to deliver the package with the label within 10 days.
Returns outside Spain, Andorra and Portugal
In orders sent to countries that are not Spain, Andorra or Portugal, it will be the customer who must manage the return of the package to our facilities and bear the costs of such shipment, including customs charges. In this case you can not make size changes, only returns. If you wish to purchase a new size, a new purchase must be made.