Return & Exchange

We are committed to providing an amazing shopping experience and excellent customer service. If for any reason you are not satisfied with your order, we are happy to accept returns and exchanges within 15 days of the date of dispatch, and must be in new, unused condition with original packaging. Before returning/exchanging an item to us, you must contact us via the online service. We will not process your refund or exchange request without prior notice. Please refer to the return and exchange terms below: 1. Order cancellation If you cancel your order within 24 hours of purchase, we will issue a full refund. Once you decide to cancel your order, you should contact us immediately through the online service. We will provide a full refund for orders canceled 24 hours after purchase but not yet shipped. We will not accept order cancellation requests if the order has already been shipped. 2. Exchange We accept exchanges. We will allow returns and exchanges as long as the item is unused/unworn and comes with the original packaging. Shipping costs to return the item to us and resend for exchange will be fully borne by the customer. Please contact our customer support before sending your product back. 3. Refund If you are not satisfied with our product (not a quality issue), you may choose to have the money you paid refunded if any items you originally ordered have been returned to our warehouse in their original condition. Please contact our customer support for refund assistance. 4. Certain items purchased through special promotions may be final sale items and therefore not eligible for exchange or return. 5. Deliveries take place during office hours Monday to Friday, excluding public holidays. The postman will attempt to make delivery to the address indicated when ordering and in the event of non-receipt, he will deliver the package to the nearest DHL Access Point. All orders are processed automatically and we are unable to change shipping and delivery times. Through the DHL GoGreen Climate Neutral service, carbon dioxide emissions generated by deliveries are offset by investments in certified environmental protection projects.  

How to return an order?

1º You must indicate the email address used when you made the order, indicate your order number and date of purchase. 2º Once you have selected the model and size and the reason for return, you will be able to indicate a collection address. A return label will be sent to you by email and you will have to stick it on the outside of the box. You can either drop off the package at a pick up point (the closest ones to your postcode will appear) or organise a pick up at your address. 3º How to prepare your return? Put the products inside their box and in turn inside the transport box in which we delivered them to you. They must be returned in perfect condition. Close the transport box, you can use a seal. If you do not have the transport box, you can return them in any other box as long as it is well closed. 4º Once we have them in our warehouse, we will proceed to refund the amount of the products (between 15-20 days to see it reflected in your account, depending on the bank). You will receive an email when the refund has been made.

What are the conditions for a return?

You can make a return within 30 calendar days from the date of receipt of the product*. It must be returned in perfect condition, in its original box or packaging, keeping the label and with all the accessories. Sneakers wipes and laces must be returned in their original packaging and with the closure of the box. Bags and backpacks must be returned intact, unused, with all tags and original packaging. Socks must be returned intact, unworn, with all their original labels and packaging. It is required that they are in their original condition and with the packaging intact. We reserve the right to proceed with the refund in case they arrive in deteriorated condition.  

Who is responsible for the return shipping cost?

Under no circumstances shall we be liable for any costs incurred by Customs or any Customs detention. Shipping to destinations that require customs clearance may take an additional 1(1) days. Customs duties, measuring tools or other expenses incurred at the destination shall be borne by the recipient. In addition, the customer is responsible for ensuring that the goods are in good condition at the time of delivery. Therefore, if the box is open, or if the appearance of the package gives rise to suspicion or suspicion of a violation of the inviolability of the product, the customer should not receive it, and special circumstances may occur that make it impossible to meet these delivery times, such as during promotions, unforeseen events in Courier services, system updates or force majeure situations. However, we are committed to informing customers in the event of any of the above incidents. If the order is sent and delivered within the specified time, and the customer refuses to accept the package, the customer shall bear all costs (transportation, customs, taxes, duties, etc.) arising therefrom. These charges will be deducted from the refund amount.  

How to get a refund?

Once the package is picked up to our warehouse, we will make a refund. (See it reflected on your account within 15-20 days, depending on the bank). Once your refund is processed, you will receive an email.