Returns - General terms & conditions

Returns: General Terms and Conditions

At FOOTDISTRICT, we want you to be satisfied with your purchase. If you change your mind or the product does not meet your expectations, you may request a return, provided that the conditions set out below are met. Please note that, if you wish to exchange an item, you must return it and place a new order.

To request the return of an order, access our Reveni Returns Portal and start the process using your order number and the email address used to make the purchase.

You have 14 calendar days from the date you receive your order to return it or notify us of any issue with the delivery.

Return costs are the responsibility of the customer.

How can I return an order?

To request the return of an order, follow these steps:

1. Access the Returns Portal.
2. Enter your order number and the email address used for the purchase.
3. Select the item you wish to return.
4. State the reason for the return.
5. Check that all the information is correct.
6. Choose one of the available return options.
7. Confirm your return request.
8. Once the process has been completed, you will receive an email containing the return instructions and shipping label. You can then take the product to a UPS collection point (Service Point). Return costs must be paid by the customer. If you select “Return in store”, you will only need to take the package to the selected store.
9. Once the return has been received, reviewed and approved, we will issue the corresponding refund using the same payment method used for the purchase. This process may take between 7 and 10 days.

Ship it Yourself

If UPS is not available in your region, we recommend selecting the “Ship it Yourself” option. With this method, you must send the package using a carrier of your choice to the address provided during the return process:

Company: FOOTDISTRICT
Address: Ctra. León-Astorga Km 4.7
Postcode: 24010
City: Trobajo del Camino
Province: León
Country: Spain
Telephone: (+34) 987 795 210
Email: help@footdistrict.com 

We recommend using a tracked courier service. FOOTDISTRICT is not responsible for any loss, delay or incident occurring during transportation when the shipment has been arranged directly by the customer.

Returns from territories requiring customs procedures (including, among others, the Canary Islands, Ceuta, Melilla or countries outside the European Union)

For returns from countries or territories subject to customs procedures (including, among others, the Canary Islands, Ceuta, Melilla, Azores, Madeira or countries outside the European Union), you must select a shipping method that includes the management of any customs procedures and associated costs related to the return.

Any costs arising from customs, taxes, duties, import fees, customs clearance charges or any other expenses generated during the return process will be the responsibility of the customer.

If FOOTDISTRICT has to cover these costs in order to receive the return, they may be deducted from the final refund amount.

We recommend checking these conditions with the shipping company before sending the parcel.

For these returns, you must attach the return invoice and SAD document. To request these documents, please contact our Customer Service team at help@footdistrict.com before shipping the parcel. Once we receive your request, we will send you the required documentation.

Failure to provide the necessary customs documentation may result in delays, customs holds, the parcel being returned to the sender, or additional costs.

FOOTDISTRICT is not responsible for delays, customs holds, returns to origin, or additional costs resulting from missing customs documentation, incomplete documentation, or unpaid customs charges by the customer.

Product conditions

For a return to be accepted, the product must be in the same condition in which it was received:

• In perfect condition, unworn, unused and unwashed.
• With all original labels and original packaging.
• In the case of footwear, inside the original shoe box and undamaged. The shoe box is part of the product and must be in perfect condition. Do not write on or attach labels to it and make sure to pack it correctly so it is not damaged during transport (you can use the same FOOTDISTRICT shipping box or another wrapping that protects it).

FOOTDISTRICT reserves the right to reject returns that are notified or sent outside the established return period, as well as products that do not meet the conditions stated above.

For hygiene reasons, we do not accept returns of socks, underwear or swimwear.

Refunds

Once we receive the return at our warehouse, we will check that the product meets the return conditions. This process may take between 5 and 7 working days from the date the item is received.

If the return is accepted, we will issue the corresponding refund using the same payment method used for the purchase. The original shipping costs, where applicable, and any other additional costs arising from the shipment will not be refunded.

If your order was paid for by cash on delivery or Multibanco, please email help@footdistrict.com with a bank account number and IBAN so that we can issue the refund by bank transfer.

The review and refund process may take between 5 and 7 working days after the returned product has been received and approved. Once the refund has been issued, the time required for the amount to appear in your account may vary depending on your bank or payment method.

What should I do if my product appears to be damaged or has a manufacturing defect?

If you believe that the product you received is damaged or has a manufacturing defect, please contact our team by submitting a return request through Reveni and selecting the reason “The product is damaged”.

You have 14 calendar days from the date you receive the item to report the issue. Please provide photographs of the defect and a clear explanation of the problem. FOOTDISTRICT will follow the relevant procedure to assess the case and offer a possible solution.

Return costs

Return shipping costs and any other additional costs arising from the shipment, such as customs duties and import charges at the destination, are the responsibility of the customer.

FOOTDISTRICT applies different return rates depending on the country or region from which the package is sent.

Any shipment that is refused or not received by the recipient will incur return and handling costs, in addition to possible charges such as local taxes or customs fees. These amounts will be deducted from the refund. For mainland Spain and the Balearic Islands, refused packages will incur a fixed administrative handling fee of €5, including VAT.

In some destinations, such as Ceuta. Melilla, Azores and Madeira, returns cannot be shipped with UPS through the Reveni platform. In these cases, you must start the return process through Reveni and select the “Ship it Yourself” option.