Exchanges and returns
We are sorry that the product you 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 return.
The changes are of size, that is to say we make changes when it comes to 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. Discount coupons that have been applied to products that are returned cannot be reused, as (unless otherwise noted) our coupons are one-time per customer.
To make the change or return, you must access your account within our website by clicking on MY ACCOUNT – LOGIN, in the top panel. Enter your username and password and click on LOGIN. Once inside your account, access the ORDER HISTORY. On this page you can see all the orders you have placed with us.
Click on DATA of the order you want to return and you will see all the information of your order. If you do it from a mobile device, you will have to click on top of the order reference.
Remember, that when you move to the next screen, the description of all the products appear at the bottom (each with its corresponding box), so you will have to move down the page to be able to select the model you want to change or return. This description of the products is located just below the section of the information on the delivery and billing address.
If you want to make a return you must select the model you want to return (by clicking on the box that appears on the left side of the product) and indicate in the box that is below the reason for the return.
If what you want is to make a change you must select the model you want to change (by clicking on the box that appears on the left side of the product) and indicate in the box that there is 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 change.
It is also very important that you fill in the exchange / return form that comes within the package with the data that is requested, in this way the procedure will be much more agile.
Once all this is done, you will have to finish 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. In case 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 the delivery to one of their offices, as you decide.
Finally, the returns made from countries other than Spain, Andorra or Portugal, will be borne by the customer who will be in charge of managing the shipment of the return to our facilities. In addition, only returns will be accepted, no size changes can be made.
Any change or return must be made in perfect condition, with the product in its original packaging and shipping packaging (or in one of similar resistance), including the return form inside the box. If these conditions are not met, the full amount of the purchase will not be refunded.
Deadlines for requesting an exchange or return
If once you receive the purchase you are not satisfied you can avail yourself of your right of withdrawal and cancel all or part of your order, within a period of 14 calendar days from the date on which you receive the item purchased through our online store. Once we have confirmed the return, the returned product must arrive within 30 calendar days from the date on which you receive the item purchased through our online store.
The customer is responsible for these deadlines being met. Since in case of not being so, we will not be able to manage the return or the exchange and it will be the customer who must take care of collecting from our facilities the product sent after the deadline.
These deadlines can be varied or modified by situations of force majeure (weather or bidding seasons).
Conditions for making a change or return
Any change or return must be made in perfect condition,with the product in its original packaging and shipping packaging (or in one of similar resistance), including the return form inside the box. 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 undergoes any modification, it will proceed to deduct € 5 from the amount of the product.
Once the product is received 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. In case there is no stock of the new model requested in your change, 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 the delivery to one of its offices, as you decide. If you decide to pick up the package, 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 folio size paper, it is not necessary to be adherent. You can go to any MRW office to deliver the package with that label within 10 days.
Returns outside Spain, Andorra and Portugal
In orders sent to countries that are neither Spain, Nor Andorra nor Portugal, it will be the customer who must manage the return of the package to our facilities and bear the costs derived from said shipment, including customs costs. In this case no size changes can be made, only returns. If you want to acquire a new size, you must make a new purchase.