Our team accepts the exchange or return of products purchased within 10 business days of receiving them, confirmed by the delivery date in the tracking code. It is necessary to fulfill ALL the requirements in our Exchange and Returns Policy for the process to be successfully completed. We do not accept returns or exchanges of used items; if the product is returned with signs of use or damage, it will be returned to the customer, and the payment will not be refunded.
In both cases of return or exchange, the product must be sent back to our center which is oriented by a team member when the customer applies for a refund or exchange. The return shipping costs will be fully reimbursed to the customer if the reason for the exchange/return is due to an incorrect order. (Example: wrong color, wrong size, defective product, among others). The shipping invoice containing the return costs must be sent to our team for a refund of the shipping fee. If the reason for the return is simply a change of mind, the shipping cost must be covered by the customer.
The product must be returned EXACTLY as it was delivered, including the box (if applicable), labels, seals (if applicable), extra laces (if applicable), plastic bag (if applicable), and any freebies (if applicable). If the return is made with any of these accessories missing or without the product itself, a request will be opened for the buyer to return the missing items or pay for the missing items.
If the purchased product comes in a box, the return must be made with protective packaging material to protect the product’s box. This ensures that the product’s box is returned intact and in the same condition as it was delivered to the customer. If the return is made without any protective material for the box or if it is wrapped directly in the receiving box, the full return shipping cost will not be refunded.
How To Request an Exchange or Return
Simply contact our team through any available contact method and request the exchange or return, providing the order number.
(1) In Case of Product Return and Refund
After the customer returns the product to our center, we will confirm the receipt of the merchandise. After that, the product’s value will be refunded to the customer within 5 to 20 business days from the date of receipt of the product at our center.
(2) In Case of Product Exchange
After the customer returns the product to our center, we will confirm the receipt of the merchandise. If it complies with our Exchange Policy, we will place a new order for the product and send it to the customer’s address, following the customer’s preferences (The exchange process can be tracked through any available contact method, using the same original order number of the purchase).
If you wish to apply for a refund or exchange click here to proceed.
How To Cancel an Order Before It’s Arrival
(1) Cancel Before The Product Shipment
The cancellation and refund of the order will be processed, along with proof of the refund that will be sent to the customer. The refund will be completed within 5 to 20 business days after the customer’s refund request is made.
(2) Cancel After The Product Was Shipped
In this case, it is recommended that the customer waits for the product to be delivered so they can proceed with the product return (following our Exchange and Returns Policy in the menu below).