SCHOOL SCHOOL SIZE CHANGES AW25 🔄🎒
Have you received your pre-ordered school shoes and got the wrong size?
We know it's hard to get the right size when buying shoes, and we know that little ones' feet grow quickly. So, we're going to help you find the right size for their feet.
Don't worry (but don't rest on your laurels either) you will have time to process this school size change from Monday, August 11 at 10:00 a.m. to Monday, August 25 at 11:59 p.m. , so that we can process all size changes as quickly as possible and offer the rest of the shoes to our community on August 27.
⚠️ As we indicated in the pre-sale information, you have 1 free size exchange, and the size exchange 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've tried to streamline the size exchange process as much as possible, and we'll give you the option to select a gift card for the purchase value. You'll receive it by email a few hours (between 6 and 10) after you've submitted your return, at the post office, or through a courier. You can use this card to purchase the correct size shoe.
REMEMBER that you must have dropped off your package at the Post Office by August 25th to receive your gift card and be able to make the new purchase with the correct size. Check the Post Office's schedule and don't rush. If you request a pickup, you must do so at least two business days before the end of the size exchange, or you won't arrive in time.
Steps to follow to change size:
1. Place the shoe box inside another box or bag to protect it (it would be ideal if you used the box your order arrived in).
2. Starting Monday, August 11, you can access our returns portal by entering your order number and postal code.
You can check your pre-order number in the emails we sent you and also in the My Account - Order History section of our website. Review your entire list of orders; they are sorted by date, and any subsequent orders you've placed will be listed behind them.
👉 Remember that the pre-sale dates were from May 28th to June 4th, 2025.
3- Once you enter the returns portal, you will see this screen. 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"
4- Now you can select which option you want for the return:
⚠️ Think carefully about your decision because once selected, it cannot be changed.
- 🎁 FREE EXCHANGE (Gift Card)
Faster method. When you drop off your package at the post office, you'll receive a gift card code for the value of the returned items . This card never expires and can be used to purchase items from the website as many times as you like, as long as you have a balance.
➡️ This card is non-refundable for its cash value.
- 🪙 REFUND (Money back)
When we receive your package at our facilities, we'll refund the return shipping cost. Remember that for pre-order items, returns are also free if you decide not to keep the pair.
This process can take between 5 and 7 business days. If you're exchanging your size using this method, we recommend making a new purchase while the return of your previous pair of shoes is being processed.
5- Confirm the return. Follow the instructions on our returns portal.
6- Send us the shoe. 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.
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.
7- Enter our 🔄 School Presale AW25 Size Exchange collection, created specifically so you can repurchase your shoes. You must be a registered customer and have made a presale purchase. The system will offer you the model and color you purchased so you can repurchase it in the correct size 🚚 🎉.
8-
Make your purchase of the same model and color, but in the correct size , and use the gift card you received in the corresponding box on the cart screen.
We will review your new order and send your size change.
Steps to follow to make a return:
❌ If you end up not wanting to keep a pair from the pre-sale once you've received them, simply follow the usual steps for returning them, always through our returns portal , and select the Refund option . The procedure is the same as for a size exchange, except instead of receiving a discount coupon, you'll receive the refund once we receive the shoes at our warehouse. The typical time between receiving the shoes and receiving the refund is about 5-7 business days.
We will review your new order and send your size change.
If you have any further questions, please consult this page.
FAQ's size change
Steps to follow to make a return:
❌ If you end up not wanting to keep a pair from the pre-sale once you've received them, simply follow the usual steps for returning them, always through our returns portal , and select the Refund option . The procedure is the same as for a size exchange, except instead of receiving a discount coupon, you'll receive the refund once we receive the shoes at our warehouse. The typical time between receiving the shoes and receiving the refund is about 5-7 business days. This return is free for pre-order items.
⚠️ Remember that if you have an issue, you should 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.
👉 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.
