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Returns, Refunds & Exchanges

Right of Withdrawal

Users acting as Consumers are legally entitled to withdraw from online contracts (distance contracts) within 14 days of order delivery, for any reason and without justification.

Users not acting as Consumers are not entitled to the right of withdrawal.

Exercising the Right of Withdrawal

To exercise the right of withdrawal, the User must send the Owner an unequivocal communication of their intention to withdraw from the contract.

To this end, the User can send a WHATSAPP MESSAGE to the customer service number +39 3939787389, specifying the order number, the item(s) to be returned, and the optional reason for the return.

However, the User is free to express their intention to withdraw from the contract in any other suitable form.In order to comply with the period within which the right must be exercised, the User must send the withdrawal declaration before the withdrawal period expires.

Withdrawal Methods

  • Via Courier

Once the return has been communicated, the User can use the agreed courier and must proceed with the return within 14 days from the day they communicated their intention to withdraw from the contract. The deadline is met if the delivery of the goods via courier occurs before the expiration of the 14 days. The return should preferably be made using the original packaging, including all elements provided for the protection of the product, and the return label provided by Guja should be affixed to it.Please note that the original box containing the shoes is an integral part of the product and must be returned in perfect condition, without damage or signs of use. If the box is damaged, used, or used as packaging for shipping, the return will not be accepted, and the refund will not be issued. We encourage customers to adequately protect the original box by using additional packaging for shipping. Inside the return package, the User must also include a copy of the purchase order received upon delivery. For returns made outside the European Community, three additional copies of the document for customs clearance operations must also be provided to the courier.                          

  • Via Store Location:

In the event that the return is made at one of our store locations, the return of the item must occur within 14 days from the date of receipt and the product must be accompanied by the copy of the purchase order received upon delivery. 

The User can request the return label by sending a WHATSAPP MESSAGE to the customer service number +39 3939787389. Alternatively, the authorization for the return of the item at one of our store locations. 

For purchases made from 08/05/2024, the return using the contracted courier will be free in Italy.The company reserves the right to apply this change to the return policy for a period of time at its discretion. Any reintroduction of a deduction from the purchase refund, and the related effective date, will be communicated to customers with a new amendment to this policy. 

For returns on purchases made from European countries, we reserve the right to apply a shipping fee of €8, while the cost of the return will vary based on the volumetric weight for purchases made from non-European countries.

Exchanges

All exchanges must be communicated by sending a WHATSAPP MESSAGE to the customer service number +39 3939787389 no later than 14 days from the receipt of the item. When the customer decides to make an exchange, it is necessary to also indicate the item and size with which they wish to make the exchange. 

As soon as the product is returned and inspected, we will proceed with the shipment of the requested exchange item. Alternatively, you can request to pick up the new item at one of our stores. 

The first exchange is free, as the first return does not incur any costs for the customer. For any subsequent exchanges or returns, we reserve the right to apply a shipping cost of 8€. 

Return Shipment

If the User wishes to use the contracted courier Guja for the return shipment, they must:

  • request the return label shipment from Guja;
  • once the return label is received via email, it must be printed and applied to the package, then the shipment can proceed;
  • now the shipment can be taken to a drop-off point of the courier entrusted with the shipment;

For purchases made from 08/05/2024, the return using the contracted courier will be free in Italy. The company reserves the right to apply this change to the return policy for a period of time at its discretion.Any potential reintroduction of a deduction from the purchase refund, and the relevant effective date, will be communicated to customers with a new amendment to this policy. 

For returns on purchases made from European countries, we reserve the right to apply a shipping fee of €8, while the return cost will vary based on volumetric weight for purchases made from non-European countries.

Refund

In the event of a correctly exercised withdrawal, we will refund the amount paid by the User. The refund will be made using the same payment method used for the purchase, within a maximum of 14 days from the date the item is verified, subject to receipt. 

The User is responsible for the decrease in the value of the goods resulting from a use of the goods other than that necessary to establish their nature, characteristics, and functioning.

The company refunds all payments received, including, if made, those related to delivery costs to Users who have correctly exercised the right of withdrawal.

However, the additional cost resulting from the choice of a particular delivery method other than the most economical standard delivery offered by the company will remain the responsibility of the User.

In the case of unauthorized or late returns, the package will be sent back to the sender with shipping costs borne by the customer. The shipment will be made only after the payment of the costs or the receipt of a prepaid label from the customer.

Improper Use of the Return Policy

In the event that systematic and improper use of the return policy is detected, such as repeated orders followed by almost total returns without a genuine purchase intent, we reserve the right to cancel future orders and limit access to our services for customers who demonstrate abnormal and abusive behavior. 

For more information, please refer to our Policy Terms and Conditions.

For any information or questions, do not hesitate to Contact Us.