CANCELLATION AND REFUNDS POLICY
Cancellation Policy
Cancellations cannot be made once an order has been placed. We do not cancel orders once they have been processed (generally within a couple of hours after purchase).
Once an order is placed, your purchase is processed and begins to be prepared for production and delivery.
Therefore, due to the nature of how we process, design, and manufacture your items, we do not accept cancellations for any order. PLEASE review your order carefully before confirming your purchase.
Return Policy
We are a sustainable brand with 100% Spanish manufacturing. We produce our products ethically without causing harm to the environment or society. We do not manufacture industrially, so we have limited stock for some of the items shown on our website.
Each pair of shoes is handcrafted, and we allow our artisans 7–8 business days to complete an order, depending on the design and its specific characteristics. Our products are handmade in Spain especially for you, and are free of defects at the time of shipment. For personalized orders with initials, production times are 15–25 days; for orders personalized with illustrations or pets, production times are 30 days. All our products are considered personalized. Items included in our Christmas Edition are considered personalized and special-edition pieces, and therefore cannot be exchanged or returned, in accordance with the applicable regulations for personalized and made-to-order products.
Exchanges will not be accepted unless the customer agrees to return the product to our address. Personalized products cannot be exchanged or returned.
We do not offer free exchanges on any item. Please inspect your items upon delivery; if for any reason we have not detected an issue, notify us within 5 days of receiving your order. After 14 days, no exchanges will be accepted. The customer is responsible for any additional costs related to taxes or duties applied by the destination country; these charges vary depending on each country’s import laws. Any parcel returned to us for an exchange that incurs customs fees must be paid by the customer before the item can be received.
If, after consulting our Size Guide and placing your order based on our recommendations, you are still not satisfied, you may contact us and we will do our best to assist you and create a different size for you; however, we will not cover shipping costs.
For personalized shoe orders, we do not accept exchanges or returns. The personalization cost per image is €50 and is non-refundable once the order has been issued.
