Returns, Refunds & Exchanges

The Right of Withdrawal

Pursuant to art. 52 of Legislative Decree 206/2005 (Consumer Code), the consumer has the right to communicate their intention to make a return or exchange within 14 days from the date of receipt of the item, by explicit declaration on a durable medium.

Users who do not act as Consumers do not have the right of withdrawal.

Exercising the Right of Withdrawal

To exercise the right of withdrawal, the User must unequivocally communicate their intention to withdraw from the contract to the Owner.

To do this, the User must access the Return Portal at https://guja.shipping-portal.com/rp/, entering the order number and the required data, to independently manage the return or exchange, select the item or items to be returned, and optionally indicate the reason for the return.

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

Withdrawal Procedures

Via Courier

Once the return process has been initiated through the Return Portal, the User can use the contracted courier and must arrange 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 14-day period expires.

The return label is automatically generated at the end of the procedure on the Returns Portal and sent to the User via email. Alternatively, the Returns Portal allows opting for the paperless option: in this case, instead of printing the label, the User will receive a QR code to show directly at a courier pickup point, where the package will be labeled and processed without the need for printing. The return should preferably be made using the original packaging, including all protective elements provided with the product, on which the return label must be affixed. 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, worn, 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 must also be provided to the courier for customs clearance operations.

Via Store:

If the return is made at one of our stores, the return of the item must take place within 14 days from the date of receipt. The User can choose this option directly on the Returns Portal, indicating the store where they intend to return the item.

For purchases made from 08/05/2024 onwards, returns using the contracted courier will be free of charge within 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, along with the effective date, will be communicated to customers with a new update to this policy. The only exception is if more than three pairs of shoes are returned: in such cases, a shipping cost contribution of €8 will be deducted from the refund.

For returns on purchases made from European countries, we reserve the right to apply a shipping cost contribution of €8. For purchases made from non-European countries, the cost will be equal to the shipping costs communicated at checkout.

Exchanges

All exchanges must be initiated directly from the Returns Portal at the address https://guja.shipping-portal.com/rp/ within no more than 14 days from receipt of the item. In the exchange request field, the User must indicate the SKU code of the desired item, including the size indication (reported in the SKU itself, in the format "_" followed by the size number). The SKU of the desired item can be found on the related product page on the site.

Please note that the exchange request through the Returns Portal does not guarantee the availability or reservation of the requested item: the availability of the item is only verified at the time of checking the incoming return, so the desired item may run out in the meantime. To be sure to receive the desired item, it is recommended that the User proceed directly with a new purchase on the site, rather than requesting an exchange through the portal, and separately return the unwanted item.

As soon as the product is returned and checked, we will proceed with the shipment of the requested exchange item, subject to availability.

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

For exchanges on purchases made from European and non-European countries, shipping costs equal to those applied on the previous purchase will be charged.

Return shipment

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

1. access the Returns Portal at the address https://guja.shipping-portal.com/rp/ and complete the return or exchange request procedure by entering the order number and the items involved;
2. choose whether to receive the return label to print and apply to the package, or opt for the paperless method and receive a QR code to show to the courier;
3. deliver the shipment to a courier pickup point indicated by the portal, presenting the label applied to the package or the QR code, depending on the chosen method.

Refund

In case of 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, after receipt.

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

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

However, any additional cost resulting from choosing a delivery method other than the company's cheapest standard delivery will remain the User's responsibility.

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

Improper Use of the Return Policy

In the event of systematic and improper use of the return policy, such as repeated orders followed by almost total returns without a genuine intent to purchase, or a degree of wear on the returned product that cannot be justified by a simple trial or normal use, we reserve the right to cancel future orders and restrict access to our services for customers who demonstrate abnormal and abusive behavior.

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

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