Preguntas frequentes

Changes
How long do I have to request a change?

You have 15 days after receiving your order.
What is the cost of a change?
  • First size or model change: FREE
  • Second change: €6
How do I make a change?
  1. Click on this link and enter your order number and email address.
  2. Prepare the package in a sturdy box and affix the exchange label received by email.
  3. Drop off the parcel at the pick-up point that suits you best.
  4. We will check the condition of the returned product and complete the exchange.

Returns
How long do I have to return an order?

You have 15 days after receiving your order to request a return.
What is the cost of returning an item?
  • Returns at pick-up point €5

(The amount will be deducted from the refund.)
How do I make a return?
  1. Click on this link and enter your order number and email address.
  2. Prepare the package in a sturdy box and affix the exchange label received by email.
  3. Drop off the parcel at the pick-up point that suits you best.
  4. We will check the condition of the returned product and complete the exchange.

Requirements and conditions
What are the requirements and conditions?
  • Items must be in the same condition as when you received them.
  • They must not be used.
  • In the case of shoes, it is essential to return them in their original box.
  • We do not accept cash on delivery shipments.
  • You have 15 days from receipt to request an exchange or refund.
  • We will check the condition of the items before finalising any exchanges or refunds. If they do not meet the requirements, we will inform you.

Refunds
How long will it take for my refund to arrive?

Between 1 and 12 working days from the date the return is processed.
How will I receive my money?

The payment will be made using the same payment method used.

If you paid in cash, we will need your IBAN code to process the refund.

Cancellations
Can I cancel my order?

Yes, provided it has not been dispatched.

To cancel, please contact us on (+34) 96 543 43 25 or through our customer service channels.

If the order is already in the warehouse or in transit, it cannot be cancelled, but it can be returned after delivery.
Can EXÉ SHOES cancel my order?

Yes, in the following cases:

  • Product sold out or out of stock in your size. Item in poor condition.
  • Problems with payment or delivery address.
  • Typographical errors in price or product information.

In case of cancellation, you will receive the corresponding refund using the same payment method. Please note that the time frame depends on your bank.