ADULT size change
AVAILABLE FROM 04/29 UNTIL 05/06 AT 11:59 PM.
Have you received your adult shoes purchased in pre-sale and you didn't get the size right?
Wow, we know that it is difficult to get the size right when buying shoes, so we are going to help you so that you can get the size that fits your foot well.
⚠️ As we indicated in the pre-sale information, you have 1 free size change for Spain , and the size change will be subject to our product availability.
REMEMBER:
- 🧽 The products and the box must be in perfect condition, clean and unused.
- 📦 Prepare your package well: we would like to receive it as well as you received it. Do not stick the return label directly on the box or seal it. Ideally, you should use the same cardboard box in which you received your order. If this is not possible, use another box or bag to protect the shipment.
🚀 This time we have tried to speed up the size change process as much as possible, and we will give you the option to select a gift card for the value of the purchase. You will receive it by email a few hours (between 6 and 10) after you have deposited your return at the Post Office or through its courier. You can use this card to purchase the correct size shoe.
REMEMBER that you have until May 6th to deposit the package in the post office and have your gift card to make the new purchase with the correct size. Check the post office schedule and don't rush at the last minute or you won't arrive on time.
Steps to follow to make a size change:
1. NOTE THE DATES WELL:
The dates to request a size change and deliver the shoes are from Monday, April 29 at 12:00 p.m. to Monday, May 6 at 11:59 p.m.
2. REQUEST YOUR SIZE CHANGE ON OUR RETURNS PORTAL:
Enter our returns portal and indicate your order number and zip code.
Select the model whose size you want to change.
You can select as many products to return as there are items in your order.
Once the products have been selected, click on " Return X items"
You can check your pre-sale order number in the order confirmation emails we send you and also in the My Account - Order History section of our website.
👉 Check the entire list of your orders carefully, they are ordered by date and if you have made subsequent ones they will be behind.
👉 Remember that the pre-sale dates were January 8 to 17, 2024.
3. REQUEST THE OPTION OF FREE EXCHANGE OR RETURN
⚠️ Think carefully about your decision because once selected it cannot be modified.
🎁 FREE EXCHANGE (Gift Card)
Fastest method. When you drop off your package at the post office, you will receive the code for a gift card for the amount of the returned items . (It may take between 6 and 8 hours to arrive, please be a little patient).
This card does not expire and you can use it to purchase items on the website as many times as you want, as long as you have a balance.
➡️ This card is non-refundable due to its economic value.
🪙 REFUND (Money back)
When we receive your package at our facilities, we will refund the amount of the return, less the return costs (€5 in Spain and €10 for international).
This process may take between 5 and 7 business days. If you are going to change your size using this method, we recommend that you make a new purchase while the return of the previous pair of shoes is being processed.
4. GET THE RETURN LABEL
Once the return is confirmed, you will obtain a label to process the delivery of the shoes.
5. DELIVERY YOUR SHOES
Paste the generated label on the package. If you have made more than one return, stick each label on its corresponding package. Take your package to a Post Office or request a collection at your home, also through Correos.
Remember to check the post office hours and that you cannot request pickup on the same day. Don't leave it until the last minute. You can deliver your package until close of 05/06 at your post office, or request collection until the day before.
If you chose FREE EXCHANGE, you will receive in your email a discount code for the value of the product to be returned once Correos has the package to be returned in its possession. (It may take up to 6-10 hours, we ask for a little patience 🙏).
IMPORTANT: If you want to request a return to make a size change and another return to definitively return another shoe and obtain a refund (for the same order or different orders), you must make separate requests so that both generate different labels. Otherwise the returns will not be made correctly.
6. PLACE YOUR NEW ORDER WITH THE CORRECT SIZE
Enter our SIZE CHANGE area, and select the model you purchased in pre-sale, choosing the correct size now.
You must be registered as a customer and have made a pre-sale purchase. The system will offer you the model and color that you have previously purchased so that you can buy it again with the correct size 🚚
7. USE THE CODE (Gift Card) YOU HAVE RECEIVED
We will review your new order and send your size change.
Make your purchase of the same model and color, but with the correct size and use the gift card received in the corresponding box on the cart screen.
Steps to follow to make a return:
❌ If you end up not wanting to keep any pre-sale pair once you have received them, you just have to follow the usual steps to make a return, always through our returns portal and select the Refund option . The procedure is the same as for a size change, only instead of having a discount coupon, you will receive a refund of the amount once we receive the shoes in our warehouse. The time that usually passes between receiving the shoes and the refund is about 5-7 business days.⚠️ Remember that if you have an incident you must contact our customer service team through our contact form.
Frequently asked questions size changes
👉 Where and how do I use the code?
At the top of this page you have everything that works.
🤷♀️ Does my code expire?
NO, the code is a gift card with no expiration date that you can use now at the pre-sale exchange, or save to use later on any product in the store.
👉 Can I use the code on multiple orders?
YES, if you use the code on a lower value order, the remaining amount remains accumulated on your card and you can use it later on another order.
👉 Can I request a refund of the code amount once generated?
NO, when you return your order and select the Exchange option, a coupon is generated that can later only be used to make purchases in the store. The amount of this coupon cannot be refunded once issued.
If you're not going to spend it you can always give it away :-)
👉 I've already gone to the post office and I still don't have my discount code.
Yes, we know that immediacy is essential, but keep in mind that there are many processes to synchronize, so your email can take up to 6 hours to reach you.
💶🚛 Do I have to pay shipping costs for my size change?
NO, shipping costs for changing sizes are free if you select the EXCHANGE to option in the returns portal.
👉 Do I have to pay expenses if I want to return the product and not change the size?
As we indicate in the Conditions of Sale and Frequently Asked Questions, returns have a cost of 5 euros (which corresponds to shipping back to our warehouse).
⚠️ The amount of shipping costs for your original order (if any) will also be refunded along with the amount of the returned shoes.
If you need more information you can consult this article in our Help Center.
👉 Can I add other products to my order along with the size change?
YES, you can place an order for a size exchange item along with one we currently have for sale. You can only add the same product that you purchased in the pre-sale with the correct size to your order, but you can add other items that we currently have in stock.
👉 Can I make a size change and a return in the same shipment?
NO. In order to make a size change and generate a coupon, we need you to return the pairs you want from your order, with the EXCHANGE option. Thus, once the package has been left at the post office, we can generate the discount code for your new purchase.
If you want to return other shoes, even if they are from the same order, you have to generate a new return with the REFUND option. Once the package is in our facilities we will refund the amount. Remember that the refund has a cost of €5 for Spain.
The exchange and return for refund must be in separate packages and each with its correct label.
