Terms of service

You have the right to withdraw from this contract within 30 calendar days without giving any reason.

To exercise the right of withdrawal, you must notify Feroz of your decision to exercise this right by means of an unequivocal statement; you may use this model withdrawal form and send it to hola@zapatoferoz.es

You must send the order back to Feroz by your own means and, once the order is at our premises, we will refund it in full.  If you decide to use our courier system, you will have to pay the return shipping costs, which amount to €5 for Spain, €7 for Portugal and €10 for the rest of Europe.

If the shoes are in such poor condition that they cannot be put back on sale (with obvious signs of use, dirty or damaged), we will contact you to explain the reasons why the withdrawal is rejected and how to pay for the new shipment to send them back to you.

If you decide to keep any product and therefore partially cancel your order, or to return the products after fourteen (14) calendar days but within the aforementioned 30 calendar days, you will be refunded only the price paid for the products, minus the return costs.

REVIEW AND REFUND PERIOD

Once the parcel containing the return has been received, Feroz will check that the product is in perfect condition and that the conditions for refunding the amount are met. This review and refund process will take us 7 to 10 working days from the date the parcel is handed over (to the courier or at the office of your choice). 

If the return is approved, we will refund the amount of your order (minus the return costs) to the same payment method you used for the original transaction.

If the shoes are in such poor condition that they cannot be put back on sale (with obvious signs of use, dirty or damaged), we will contact you to explain the reasons why the return is rejected and how to pay for the collection and new shipment to send them back to you.

Returns will cost €5 for mainland Spain, and €7 for Portugal and €10 for international orders.

The cost of the return will be deducted from the total amount to be refunded.

The shipping costs of the order, if any, will be refunded in full if you return the entire order.

If the reason for the return is that the product was received in poor condition or faulty, or that you received a product other than the one you ordered, no return charge will be deducted. To process this type of return properly, please contact us through our contact form. Please remember that any flaw, defect or lack of conformity with the order received must be reported immediately upon receipt, so we ask you to check the shoes as soon as you receive them.

No returns will be accepted more than 30 days after the date of delivery of the product.

Incidents

We work to the highest quality standards in all our materials and processes. If, despite this, a product turns out to be faulty, we will immediately provide an appropriate solution (as applicable: replacement, repair, price reduction or refund), free of charge for the consumer and user.

Please check the products when you receive them and always before wearing them for the first time. Any lack of conformity with the order, flaw or defect in the product or damage during transport must be reported upon receipt. This is when we can give you a proper response.

If you have a problem with your shoes and believe it is a fault or issue related to production, you must contact us through the contact form by selecting the option WITH AN ORDER I HAVE ALREADY PLACED >> I HAVE A PROBLEM WITH THE SHOES I RECEIVED, explaining the issue and sending photos of the product received that show the problem.

This way we can look into your case and give you an appropriate solution to your problem.

Incidents that do not follow this procedure will not be dealt with. In any case, returns of shoes with incidents that do not follow this channel and are sent as a return from the customer area will be processed as a normal return with the corresponding costs.

Complaints and claims

For any problem, complaint or incident, you can contact our customer service through the contact form or by email at hola(at)zapatoferoz.es. Your request will be dealt with as quickly as possible and, in any case, within the legally established period.

If, after seeking a solution through our customer service, you are not satisfied and wish to file an official claim, you can do so through one of the accredited bodies listed on the ODR (Online Dispute Resolution) platform.

You do not need any special document to file a claim with the OMIC (Oficina Municipal de Información al Consumidor, the municipal consumer information office) of your choice, or online, but if you wish you can use this complaint form.

Exchanging one product for another consists of making a return and a new order, all in a single process, with the value of the product being returned already deducted in the checkout of the new order; at this link we explain it in more detail ⤵️
How to exchange a product

Remember that you can only make one exchange per product in your order, and that you cannot make a further exchange on the order created through this process. If you want to exchange the product again, you will need to make a return and place a new order.

Buying on pre-order has an advantage: you can change size before anyone else.

As an exception, coinciding with the shipment of shoes bought on pre-order, we open an exclusive period for free size exchanges before the items go on sale to the general public.

You have 7 days from the shipment of your order to request the exchange, provided the new size is available. This way, those of you who bought on pre-order have priority to make your exchange before we open sales to all other customers.

Remember that shipping for shoes bought on pre-order is free. For all other orders, shipping is free in Spain on orders of €90 or more.

For more information, you can check these pages: 🔎

• How to make a return
• Frequently asked questions
• Returns and product exchanges

To obtain this code, you must select the "free exchange" option when you access our returns portal.
You will receive this code by email when you drop off the products at the carrier's office, and you can use it to buy a new product on our website. Remember that shipping for this new order is only free if the amount is over 90 euros or if the item is on pre-order.
Requesting this code is optional and, once generated, it cannot be replaced by its monetary value; that is, once the code has been issued it cannot be cancelled and exchanged for its value.

This code does not expire and can be used to buy any product in the shop. It can be used across different orders as long as there is a balance remaining on it.
If you later return an item you paid for with this code, the refund will be made by increasing the credit available on this code so that you can use it for a new purchase.

Security and confidentiality

We undertake that your card details are processed solely and exclusively on a secure Shop PAY or MONEI server, and at no time do we have access to your credit card details, which travel across the network encrypted and completely securely.

Both parties expressly undertake to keep all information exchanged between us, whether through the website or by email, as proof of the transactions carried out.

Likewise, and only where the BUYER has given consent to this effect, such data will be processed automatically for purposes arising directly from the contractual relationship established with the SELLER, within the limits arising from the contracted service.

Similarly, and also with the BUYER's consent, such data may be used to send information to the SELLER's customer.

In any case, you can request access to, rectification or cancellation of your data by sending an email to: hola@zapatoferoz.es.

All the products on our website are completely original, conceived, designed and manufactured by zapatoferoz.es.

All of them have a 3-year guarantee period, in accordance with the criteria and conditions set out in Real Decreto Legislativo 1/2007, de 16 de noviembre (Spanish Royal Legislative Decree 1/2007 of 16 November), approving the consolidated text of the Ley General para la Defensa de los Consumidores y Usuarios (General Law for the Protection of Consumers and Users) and other complementary laws.

Validity of the form as proof of acceptance

Both parties expressly declare that you will accept these general conditions of sale by clicking the PLACE ORDER button, which appears on the Checkout page, and by your acceptance of the Privacy Policy and Conditions of Sale on that same page.

The terms and conditions of this website are, for all purposes, subject to the Spanish courts.

zapatoferoz.es reserves its legitimate right to defend our interests as a company in the event of defamation, slander or unjustified attacks against our brand image on the internet or in any other medium.

If any provision of these conditions is or becomes invalid or unenforceable under the applicable law, that provision shall have no effect, but only to the extent of that specific invalidity, and shall not affect any other provision of these conditions.

We disclaim any liability arising from information published on our website where that information has been manipulated or entered by a third party unrelated to it.

We are not liable for damage or loss of any kind that may arise from any incorrect, illegitimate or unlawful use you may make of our website, of the services and content offered, or from incorrect use of the products sold.

We reserve the right to deny you access to our website at any time and without prior notice in the event of breach of the general and particular conditions of use, and in the event of acts contrary to the law, morality, generally accepted good practice and public order.

We reserve the right to amend these general conditions at any time, respecting the rights acquired by users. We will notify you of any changes as soon as possible. Publication of the new text in the general conditions of this website shall be deemed notification of the change to the user. Your use of our website after the general conditions have been amended implies your acceptance of them.

Our website has been reviewed and tested to work correctly. In principle, correct operation can be guaranteed 365 days a year, 24 hours a day. However, the possibility cannot be ruled out of circumstances such as programming errors, interruptions to the service to carry out maintenance tasks, or events beyond our control, such as force majeure, natural disasters, actions by hackers or crackers, strikes or similar circumstances that make access to the website impossible.

In any case, you may not claim financial compensation for such an interruption of service.

The colours of the products you see on the website may vary depending on the user's computer and/or screen, its settings, etc., so we can advise you if you have any questions about this, but we are not responsible for any discrepancies arising from this.