RETURN POLICY
At Footlux.com we care about our client satisfaction. If for any reason, you are not satisfied with your purchase, you can return it within 10 working days from the date you received your order.
To return an item, first write to the e-mail address returns@footlux.com within these 10 days, and you will get your Mandatory Return Number.
You will have to type this number on the Return Form attached to your order and send it back with your return.
We request that all goods are returned within 5 working days of the date of your request for a Mandatory Return Number, and we must receive it at Footlux.com within 30 working days since you received your order at home.
Footlux.com will not accept returns for any non-faulty items that have been worn and tags removed.
All returns for any particular order need to be returned in one shipment. Any subsequent returns from the same order may incur additional shipping cost.
We strongly advise all customers to check their orders thoroughly upon delivery before removing any attached tags.
We offer a free returns process using our international couriers UPS if you request a return of the goods within 10 days of delivery. After receiving your Mandatory Return Number, Footlux.com will contact UPS to pick up your return in the same address where it was delivered or a new one in the same city, if you had previously indicated it on the e-mail sent to returns@footlux.com.
Alternatively, should you wish to use your own courier company, the return address is as follows:
Footlux Moda y Calzado S.L.
C/ Duero, 3, Nave B2, Polígono La Raya, PAE Madrid Este 1
28816 Camarma de Esteruelas
Madrid (Spain)
Please note that we do not accept liability for returned goods if you do not return them to us via UPS. We would not accept any cash on deliveries nor will be responsible for any shipping cost nor any duties, taxes and/or customs charges that are incurred on the package if the return is not sent to us via UPS.
*Please note that if you want to use your own courrier company, you should inform us in advance when requesting your mandatory return number.
*FINAL SALE: Items belonging to the FINAL SALE promotion cannot be returned or exchanged. If an item belonging to the FINAL SALE promotion is returned it will not be accepted and the customer is responsible for shipping costs in order to have the item sent back to her/him.
*FLECHAZO: Items belonging to the FLECHAZO promotion can only be returned in exchange for a different size of the same model or for a refund in the form of LuxCredit
Your right of withdrawal is subject to the following conditions:
- To return an item, write us to the e-mail address returns@footlux.comspecifying the items you want to return within 10 working days from the date you received the parcel and you will get your Mandatory Return Number.
- Fill out the Return Form attached to your parcel and send it back with your return. The Mandatory Return Number should be written on the Return Form.
- The item must be unworn, unwashed, not modified and not damaged.
- The identification tag must still be attached to the product with the disposable seal.
- Products must be returned in their original packaging.
- All returns for any particular order need to be returned in one shipment. Footlux reserves the right not to accept returned products belonging to a single order that are returned at different times;
Returns received outside the above time frames are accepted at the discretion of Footlux.com and can only be refunded as LuxCredit.
All return or exchange items must have a Mandatory Return number. Mandatory Return numbers can be obtained by emailing us at returns@footlux.com. Once you have received your Mandatory Return number please take care to follow the instructions emailed to you and detailed on the back of the return form included with your order. Please note that unidentified returns/exchanges may be returned to the sender. Returns received without a Mandatory Return Number are accepted at the discretion of FOOTLUX and can only be refunded as a "LuxCredit".
All returns for any particular order need to be returned in one shipment. Any subsequent returns from the same order may incur additional shipping cost.
Your return order must fulfil all of these conditions in order to be accepted.
If the required conditions are complied with, Footlux.com will refund the entire price of the item, although delivery costs cannot be reimbursed. You will receive an email confirming the acceptance of your return.
Footlux.com will not accept returns for any non-faulty items that have been worn and tags removed.
If the required conditions are not complied, Footlux.com may not accept your return. In this case, we will contact you to send you the denied return back. Please be aware that you will be responsible for any additional shipping, taxes and import duties if return conditions have not been complied and we send you back your faulty return. If you do not accept this option, Footlux.com will keep the items and do not refund them.
We request that all goods are returned within 5 working days of the date of your request for a Mandatory Return Number, and we must receive it at Footlux.com within 30 working days since you received your order at home.
After Footlux.com has received your returned goods and checked that all requirements are met, you will receive an e-mail confirming the returned item has been accepted.
Refunds to you will be made within 30 days of the date of cancellation notice, which is to say from when the return is accepted. All undamaged, correctly returned products will be credited to the original purchaser´s credit card including sales taxes for all EU country shipments excluding shipping charges. As previously stated, international customs duties and sales taxes are non- refundable for shipments outside the European Community (EU).
Remember that we don’t refund delivery costs, only the amount paid for the item you have decided to return.
You will receive your reimbursement in the same payment method you used to pay the items you are returning.
- Credit/debit card: Time needed for reimbursement depends on the your banking institution, because they may require additional days to process and post this transaction to your account once they have received the information from Footlux.com, but normally it occurs within two statements.
Be aware that that the credit date of the refund will be the same as thedebit date so you will not suffer any bank interest loss.
- Reimbursement on your account: If you had the option to pay cash on delivery in your country, your refund will be made in your bank account.
Normally it occurs within a month from when we have your bank account information.
If you have received an item from Footlux.com as a gift you can return it without problems as any other order, but we will make the refund to the person that sent you the gift.For more information about refund procedures, please look up the HELP area, section deliveries and returns.
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