Returns, Refunds & Exchanges
The Right of Withdrawal
Users who act as Consumers have the legal right to withdraw from contracts concluded online (distance contracts) within 14 days of delivery of the order, for any reason and without the need for justification. In the event that the return should take place in one of our stores, the return of the goods must take place within 14 days from the date of receipt.
Users who do not act as Consumers do not enjoy 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 his intention to withdraw from the contract.
To this end, the User can send a WHATSAPP MESSAGE to customer service number +39 3939787389, specifying the order number, the item(s) to be returned and the optional reason for the return.
The User is however free to express his intention to withdraw from the contract in any other suitable form. In order to respect the period within which the right must be exercised, the User must send the withdrawal declaration before the withdrawal period expires.
Method of withdrawal
Once the return has been communicated, the User must arrange for the return within 14 days from the day on which he communicated his intention to withdraw from the contract. The deadline is respected if the delivery of the goods in the store, even by courier, occurs before the 14 days expire. The return must be made possibly reusing the original packaging, including all the elements provided to protect the product, and on which the return label provided by Guja must be glued. Please remember 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. In the event of a ruined, damaged or used as shipping packaging box, the return will not be accepted and the refund will not be made. We invite customers to adequately protect the original box using additional shipping packaging.
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 must also be delivered to the courier for customs clearance operations.
In the event that the return takes place in one of our stores, the product must be accompanied by a copy of the purchase order received upon delivery.
The User can request the return label by writing a WHATSAPP MESSAGE to the customer service number +39 3939787389. Or alternatively, the authorization to return the goods to one of our stores.
For purchases made starting from 05/08/2024, the return using the agreed courier will be free. 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 change to this policy.
Changes
All exchanges must be communicated by writing a WHATSAPP MESSAGE to the customer service number +39 3939787389 within and no later than 14 days from receipt of the item. When the customer decides to make the return, it is also necessary to indicate the item and size with which you wish to make the exchange.
As soon as the product is returned and checked, we will proceed with the shipment of the requested item in exchange. Alternatively, you can request the collection of the new item at one of our points of sale.
The first exchange is free , as the first return does not involve costs for the customer. For any subsequent exchanges or returns, we reserve the right to apply the shipping cost of €8.
Shipping a return
If the User wishes to use the Guja courier for the return shipment, he/she must:
- ask Guja to send you the return label;
- once you have received the return label via email, which must be printed and applied to the package, you can proceed with shipping;
- you will now be able to take the shipment to a collection point of the courier to whom the shipment has been entrusted;
For purchases made starting from 05/08/2024, returns using the agreed upon courier will be free.
International return shipping costs are the responsibility of the User.
Reimbursement
In case of correctly exercised withdrawal, we will refund the amount paid by the User. The refund will be made with the same payment method used for the purchase, within a maximum of 14 days from the date on which the goods are verified, upon receipt.
The User is responsible for any decrease in the value of the goods resulting from use of the goods other than that necessary to establish their nature, characteristics and functioning.
The company will refund all payments received including, if made, those relating 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 cheapest standard delivery offered by the company will remain the responsibility of the User.
Improper Use of Return Policy
In the event that a systematic and improper use of the return policy is detected, such as repeated orders followed by almost total returns without a real intent to purchase, we reserve the right to cancel future orders and to limit access to our services to customers who demonstrate anomalous and abusive behavior.
For more information, please refer to our Terms and Conditions Policy.
For any information or question, do not hesitate to Contact Us .