RETURNS/ EXCHANGES
Your satisfaction is of ultimate importance to us. Therefore if you are not happy with you purchase, we will be happy to refund/ exchange it for you. Please note that we can only accept unworn items, so we would recommend you to be careful when trying them on.
We would also like to mention that as our products are handmade with the finest quality materials, it is normal that all the shoes don’t look exactly the same, as it reveals the artisans traits. this materials are natural or recycled and therefore, it is not perfect and it is unique in its own specific colouring, markings, striations and the surface is susceptible to scratching. Variations in surface and scratching are not viewed as defects.
RETURNS/ EXCHANGES PROCEDURE
In case the shoes you ordered do not fit or have any manufacturing defects, you can return them free of charge within 15 days of receiving your order for an exchange or full refund (provided the shoes are unworn and in their original packaging).
Please note that if you do not send us our original packaging, you may incur in extra shipping costs that can affect the free return and a full refund amount.
Step 1:
Please send an e-mail with your order number to [email protected] with the following information:
– Your name
– Your order number
– Full shipping address
– Model/Reference of the shoes you would like to return/exchange
– Reason for the return/exchange
– New size/model you would like to exchange for
Step 2:
Our customer service will contact you and arrange a pick-up for your order at a time and place of most convenience to you.
Refund and Return Policy
Customer satisfaction is very important to us. If you wish to request a refund, the following policy applies:
1. Refund Conditions
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Refunds will only be processed once the return or cancellation of the order has been confirmed, as applicable.
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The refund will be issued using the same payment method used for the original purchase.
2. Processing Time
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Once a refund is approved, we will initiate the process through our external payment gateway.
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The time for the funds to be credited back to the customer’s account may vary depending on the bank or financial institution.
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Refunds are usually completed within 5 to 15 business days after approval.
3. Payment Methods
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Credit/debit card: up to 15 business days (depending on the issuing bank).
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Bank transfer/MBWay/PayPal (if applicable): usually within 1 to 5 business days.
4. Transparency
Customers will always be notified by email once the refund has been processed.
Since the processing time depends on external entities (banks and payment processors), we are unable to speed up the crediting of the amount.
