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Returns - General terms & conditions

  • Updated

General terms & conditions

  • You have 14 calendar days from receipt of the item to return it.
  • We do not do exchanges. If you wish, you can process a return and place a new order.
  • The return shipping costs and any other additional cost generated by the shipment are the responsibility of the customer. Please note that you must use a shipping service that covers customs and import charges at destination.
  • The items to be returned must be in perfect condition; they must not have been used and must contain all the elements (labels, packaging, etc.) included in the original shipment. If this is not the case, it may result in a penalty of up to 100% of the value of the item. We remind you that the shoebox is part of the original product. Be sure to pack it correctly in the shipping box so that it is not damaged in transit (you can use the same box used for the shipping or other packaging that protects it). 
  • We do not accept returns of socks and underwear. 
  • We will refund the amount once we receive the items (not including initial shipping costs, if any).

IMPORTANT: Any shipment not received or refused* by the recipient will entail return shipping costs and possible formalities such as local taxes or custom fees. The customer is responsible of those costs generated and they will be deducted from the amount of the refund*. 

* All rejected orders from mainland Spain and Balearic Islands will have a fixed cost of 5€ (VAT included) for the procedures arising from the refusal of the parcel which will be deducted from the amount  of the refund.

RETURNS FROM OUTSIDE THE EUROPEAN UNION: For returns outside the European Union, mark clearly the shipment as “return" and attach to the outside of the package the invoice and SAD (DUA) document that you should request beforehand via email. FOOTDISTRICT will not assume responsibility for any additional cost and it will be deducted from the amount of the refund. Furthermore, the lack of the invoice and SAD (DUA) document will generate additional costs to those already mentioned above.

 

How to return an item

  1. Click on “Submit a request”

  • In the drop-down menu select the option "Returns". 
  • Complete the required fields with the order number (whether it is a total or partial return) and specify the products you wish to return.
  • Select the options that appear within the "Why do you want to return your product?" drop-down.
  • If the chosen selection requires any other answer, please complete all of them so that our team can expedite the return process.
  • Briefly explain the reason for your return in the free text field. If necessary, you can attach images or files that may help our team.
  • In case of manufacturing defects or problems with the shipment of the item(s), you must send a return request within 14 calendar days from the receipt of the item, selecting the reason "Defective/damaged product, with photos/video of the defect and a clear explanation of the problem. FOOTDISTRICT will follow the protocol to evaluate the problem and offer a possible solution.
  • If your order was paid by cash on delivery or Multibanco, please also provide us with an account number with IBAN to reimburse you. 

 

RETURNS FROM OUTSIDE THE EU: For orders from outside the European Union, you must wait to receive a reply email which will include an invoice for your order and the SAD document. You must print them out and include them on the outside of your return package. Indicate the order number and identify the shipment clearly as a “return”.

 

  1. Send your item back

  • Send us the item you wish to return using the transport agency of your choice.* 
  • To make a return you must use the same box in which you received your order or a new one if necessary, indicating the order number and identifying the shipment clearly as a “return” on the outside of the package.
  • Send your return to the following address:

    FOOTDISTRICT
    P. I. ONZONILLA
    CALLE 2 y 3 - Nº 5
    24231 ONZONILLA
    LEÓN, SPAIN

  • The return shipping costs and any other additional cost generated by the shipment are your responsibility. Please note that you must use a shipping service that covers customs and import charges at destination.

*Orders purchased online can also be returned in person at one of our physical stores: Barcelona - C/ Lleona 4, 08002, Barcelona | Madrid - C/ Valverde 35, 28004, Madrid. Once the refund has been processed by our Administration Department, we will send you a confirmation email. Please note that the refund will be made using the same payment method used to pay for your online purchase.

 

  1. Refund of the amount paid

  • Once the quality of the returned products has been verified and approved, we will refund you via the same payment method used for the purchase and you will receive a confirmation email.
  • The refund will not include the initial shipping costs, if any. Please allow 5-7 business days after your return shipment has arrived to our facilities for your refund to be processed. In times of busy periods (during sales, promotions, limited releases, Black Friday, etc.) the refund may take an additional 1-3 business days more to be processed.*
  • If your order was paid by cash on delivery or with Multibanco, we will make a bank transfer to the account you provided in the first step.

*Receipt of the money may be delayed for reasons beyond FOOTDISTRICT's control (internal bank, card company or Paypal processes).

 

You want to exchange your item?

FOOTDISTRICT does not accept exchanges. If you wish, you can send the item back to us following the return instructions above and place a new order with the item you wish to receive.