Free shipping, return and exchange - Delivery in 3 - 7 working days

At Muroexe we take the happiness of our customers very serious and we try to give an answer as soon as possible to all of your questions. You can always write us to: userexperience@muroexe.com.

Many questions are very common, so maybe you'll find the answer your searching for over here. Thanks!

 

How can I buy my Muroexe?

To realize a purchase on our website, you only have to choose one or more of our available models and buy them using our online purchase system: very easy! If you have any problem or an error comes up during the purchase, don’t hesitate to contact us at userexperience@muroexe.com. We’re going to solve your problem in a wink of an eye!

 

Which payment methods you accept?

We accept one of the following payment methods: Debit or Credit Card (Visa, MasterCard, American Express) + PayPal. We satisfy all security standards when it comes to the data you provide us. All your information is going to be secure and safe at all times. We don’t store any of your banking information supplied during the purchase of any of our products. To process your order, your data is going to be encrypted and sent safely through our payment gateway (BBVA Group), which meets the most advanced security standards and is in charge of completing the transaction with your bank.

 

Can I buy Muroexe in a store?

Yes! Have a look at our store list and search for store near where you live. If you can’t find one or they haven’t got your model/size, don’t worry! You can easily check our catalogue and choose your favourite pair online.

 

How can I now my correct size?

Easy! Just just visit our Size Chart at the bottom of the website.

 

I have made a mistake introducing my personal information during the purchase; can I change them?

If you have noticed that you made a mistake during the purchase of your Muroexe, write us to userexperience@muroexe.com and explain what happened. We'll modify it as soon as possible.

 

I haven't received any order confirmation, is everything okay?

Once accomplished the purchase you'll receive an order confirmation. That's our way to confirm your purchase and to send you the order document. If you haven't received any at your inbox, please don't forget to check you spam or advertising folder. If you can't find it, write us to userexperience@muroexe.com and we'll send you the copy.

 

How can I request an invoice?

In case you want to receive an invoice, contact us at userexperience@muroexe.com. Don't forget to include your order number, so we can find your order much faster and make out the correct invoice.

 

Can I cancel my order?

If you have to cancel your order and you have already received your order confirmation, please write us to userexperience@muroexe.com. We'll process your cancellation and refund you your money within the next five working days.

 

Does the shipment cost me anything?

We offer free shipments to Europe. If your order goes to a Non-EU-Country, Ceuta, Melilla or the Canaries, you’ll have to bank possible extra fees (import sales taxes, customs duties and/or any submissions stipulated by the local authorities) that will be your responsibility. Customs policies vary frequently and therefore we suggest you to inform yourself about all possible extra charges at the local authorities.

 

How long does it take to deliver my Muroexes?

If your Muroexe’s destination is an EU-Country: our delivery takes between 3 and 5 days. If your Muroexe’s destination is a Non-EU-Country: our delivery takes between 5 and 7 days. If your Muroexe’s destination is Spain (mainland): our delivery takes between 2 and 3 working days. Please notice that our shipment company doesn’t make any deliveries during the weekend. If your Muroexe’s destination is the Balearic Islands: our delivery takes between 7 and 14 days.

 

If the size or the colour isn't the right one, can I exchange them?

What a silly question, of course you can! The exchange is possible within 14 working days after receiving your shoes. In order to process the exchange please enter to our Exchanges Area and complete all the information. We’ll confirm you your request as soon as possible and tell you what the next steps are.

 

If I try them on and they don't fit me, can I return them?

Obviously! The return is possible within 14 days after receiving your shoes. In order to process the return please enter to our Returns Area and complete all the information. We’ll confirm you your request as soon as possible and tell you what the next steps are.

 

How long is the exchange and return period?

You can request an exchange or a return within 14 working days after receiving your shoes.

 

How can I clean my Muroexe?

To make them shine like on the first day: if it's a Lycra or Mesh model, you can wash them in a cold wash cycle in the washing machine or hand wash them with neutral soap (ex. Atom Eternal, Atom Node or Atom Medusa models). If it's a PVC / rubber model, just clean them with a wet cloth (ex. Materia Solid or Atom Supercell models). If it’s a synthetic suede or microfiber model, just clean the stain with a wet cloth and neutral soap (ex. Materia Gas or Liquid or Atom Erosion Models).

 

If want to buy one pair as gift, how can I do that?

Ops! You could buy the model / size you like (in that case, just email us in order to extend this warranty for you). Another option is our Gift Card: our gift cards will be emailed (not given physically) with instructions. What happens if the product price that this person has choosen a is more expensive than the gift card value? They will be able to pay de difference. What if the product price this person has choosen is less than the gift card value? They will have positive balance for the next purchase. When is this card expiry date? 12 months after purchase :-)

 

If I wish to return my Murexes, how do you refund me the money?

After your pair gets to our warehouse, we'll refund you your money during the next 7 days directly to your PayPal or Bank Account, depending on which you have chosen to pay in the first case.

 

What happens if the shoes I want to return or exchange are used or in a bad condition?

If your shoes have a fabrication defect, don’t worry because our warranty covers these defects. But if we notice that the shoes have been used of are in a bad condition, we might charge you up to 50% of you purchase amount for compensatory damages.

 

Is there any warranty on my Murexes shoes?

After receiving your shoes, you can exchange or return them during the next 14 working days without giving us any reason. Besides these 14 days and based on the current legislation, we give a warranty on any manufacturing defect over a period of two years. In case you observe any manufacturing defect on your shoes, please let us know as soon as possible by writing to userexperience@muroexe.com. You'll only have to explain briefly the defect and supply us your order number. Our warranty will cover any manufacturing defect. Meaning that any other defects caused by external factors (accidents, wastage, misuse, improper use of the product) remain excluded from the warranty. The same goes for products that have been manipulated, altered or repaired by the customer or any other non-authorised person.

 

What materials do you use?

Our shoes are made of a light polyurethane sole, a 3D innersole, plastic eyelets, elastic lining and different exterior materials: Lycra, PVC, mesh and synthetic suede.

 

Are they vegan?

Yes, at Muroexe we love all animals and we do our best to not use any animal components for our shoes or during the manufacturing process.

 

Hoy can I get in touch with you if I have any doubt or question?

For doubts, questions, suggestions or love letters please write to userexperience@muroexe.com. We'll be happy to answer you as fast as we can.

 

Why do I like you so much?

It's a mutual feeling; really, we also like you a lot. This can't be a coincidence...