Exchanges and returns
We are sorry if the product you have purchased does not match what you were looking for. We are sure that the perfect shoe for you can be found in our collection, but if it is not the one you have purchased, you can request an exchange or refund.
Exchanges are for sizes, i.e. we make exchanges when it is the same model and colour, but for another size. In case you want to exchange one model for another or for the same model in another colour, you have to return the product you already had and make a new purchase of the new product you want. The discount coupons that have been applied to 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 refund, 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 wish to exchange or return. This product description is located just below the delivery and billing address information section.
If you wish to return a product, you must select the model you wish to return (by clicking on the box on the left-hand side of the product) and indicate the reason for the return in the box below.
If you want to make an exchange, you must select the model you want to exchange (by clicking on the box on the left side of the product) and indicate in the box below the reason for the exchange and the new size you want to exchange your product for. Once we receive your package, we will proceed to send your exchange.
Once you have done all this, you will have to finalise your request by clicking on REQUEST A REFUND.
Your return/exchange will await confirmation from our office, you will be notified of this confirmation and instructions on how to send us the parcel by email. If you have not received any notification within 72 hours, please contact our Customer Service Department.
In addition, for returns made in Spain, Andorra and Portugal, the company MRW will send you another email so that you can arrange directly with them to collect the package from your home or deliver it to one of their offices, as you decide.
Finally, returns made from countries other than Spain, Andorra or Portugal, will be at the expense of the customer who will be responsible for managing the return shipment to our facilities. In addition, only returns will be accepted, size exchanges will not be possible.
All exchanges or returns must be made in perfect condition, with the product in its original packaging and shipping carton (or in one of similar strength). If these conditions are not met, the full purchase price will not be refunded.
Time limits for requesting an exchange or refund
If once you have received your purchase you are not satisfied, you may exercise your right of withdrawal and cancel all or part of your order within 14 calendar days from the date on which you receive the item purchased through our online shop. 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 shop.
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 sent after the deadline from our facilities.
These deadlines may be varied or modified due to force majeure (weather or seasonal offers).
Conditions for exchange or return
All exchanges or returns must be made in perfect condition, with the product in its original packaging and shipping carton (or in one of similar strength). If these conditions are not met, the full purchase price will not be refunded. The shoebox (not the shipping box) is part of the product, and if it undergoes any modification, 5€ will be deducted from the amount of the product.
Once we receive the product in our warehouse, we will check 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 refund you within 14 working days. If the new model requested in your exchange is not in stock, we will contact you to offer you an alternative.
Collection or delivery of the parcel 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 to one of their offices, whichever you decide. If you choose to have the parcel collected, you do not need to print the label. If, on the other hand, you wish to deliver the package to an MRW office, you must print the return label that is generated, this can be printed on a sheet of paper, it is not necessary that it is adherent. You can go to any MRW office to deliver the package with the label within 10 days.
Returns outside Spain, Andorra and Portugal
For orders sent to countries other than 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 costs. In this case, size exchanges are not possible, only returns. If you wish to purchase a new size, a new purchase must be made.