Exchanges


If you wish to exchange the size or model, please follow these steps. Changes are free and you have 14 days after you received the shoes to make your request.


1 - In the first place you have to prepare in the original box the pair you want to exchange, including the delivery note in the inside; if missing, you can print out the order confirmation email. It is essential that we receive the delivery note so there is no problem registering your exchange.

 

2 - We have 2 differents ways of exchange depending on your origin:

For EU-Countries: we need you to let us know which of the following ways do you prefer to send us the shoes:

Option A - send it by regular mail to our warehouse. We need you to request a receipt with the shipping cost so we can refund it. The address of our warehouse:

Muroexe - BCN New Logistics
Avenida Europa 5, Modulo 2 - Sector 5
Polígono Industrial Fontanar
19290 Fontanar, Guadalajara
Spain


Option B - request a collection to your address by our courier. Notice than in this choice we can't establish a specific schedule: we will collect your old shoes in the following 3 working days starting from the moment you get an email from us confirming your picking up has been processed.  

For Non-EU-Countries: send it by regular mail to our warehouse. We need you to request a receipt with the shipping cost so we can refund it. The address of our warehouse:

Muroexe - BCN New Logistics
Avenida Europa 5, Modulo 2 - Sector 5
Polígono Industrial Fontanar
19290 Fontanar, Guadalajara
Spain

IMPORTANT: keep in mind that shipping costs regarding RETURNS/EXCHANGES from OUTLET collection are in charge of the client.

3 - Go to our exchange form you can find on this website right below. You will need the same email address you used for the purchase and your order number as well (you can find it on your confirmation email: eg EU12345)

4 - Select the item you want to exchange, and afterwards the option "​exchange"​. Select the reason of your exchange, and on the comments section, write down the size and the model of the new shoes you would like to get in exchange, and also additional informations that might be useful for us in order to avoid further complications.

Important: Confirm on our website the model and the size you want
​to have ​now, checking also that the size you need is not sold out. In case your size is not available in our stock, the exchange process would take longer, it is better for you to choose another option/ shoe model.

For EU-Countries: there you will also find a section to attach an image of the receipt with the shipping costs in case you selected option A (we need it to refund your money - important: we refund the shipping costs up to 15 euros), or the chance to select an approximate day of collection of the package if you selected Option B. It's very important for you to send us this information so we can process the exchange and refund you the shipping costs.

For Non-EU-Countries: There you will also find a section to attach an image of the receipt with the shipping costs (we need it to refund your money - important: we refund the shipping costs up to 40 USD).

5 - As soon as we receive the pair you send us we will process the shipping of the new pair you need and will refund the shipping costs if needed.

6 - From the second change or return of the same item or order, customers will have to assume the shipping costs.