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SCHOOL SCHOOL SIZE CHANGES AW23
Have you received your pre-sale school shoes and you didn't get the size right?
Wow, we know that it is difficult to get the size right when buying shoes, or that little ones' feet grow in a short time, so we are going to help you so that you can get the size that fits well to their feet.
Don't worry (but don't rest on your laurels either) you will have time to manage this school size change from Monday, August 21 to Monday, August 28 at 11:59 p.m. , so that we can process all size changes as soon as possible and offer the rest of the shoes to our community on August 30.
⚠️ 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 shoe with the correct size.
REMEMBER that on August 28 you must have deposited the package at the post office to have your gift card and be able 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. Put the shoe box inside another box or a bag to protect it (it would be ideal if you used the box in which your order arrived).
2. Starting Monday, August 21, you will be able to access our returns portal, indicating your order number and zip code.
You can check your pre-sale order number in the information 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 from May 29 to June 4, 2023.
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 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 . 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.
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 CHANGE area, created expressly so that you can buy your shoes again. You must be registered as a customer and have made a pre-sale purchase. The system will offer you the model and color you purchased so you can buy it again with the correct size 🚚 🎉".
8-
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.
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 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.
We will review your new order and send your size change.
If you have any further questions, consult this page
FAQ's size change
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. This return will have an associated cost of €5. Return shipments made from Europe will have a cost of €10.
⚠️ 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.
👉 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.
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