Did you order the wrong size? No problem ! Shoes are exchangeable, except for models sold as "last chance". Last chance shoes or other price reduced shoes are neither exchangeable nor refundable under any circumstances.
To proceed with an exchange, please contact our customer service who will provide you with the address and the steps to follow in order to send the shoes. If your favorite product is no longer in stock, a similar product will be suggested you.
You have 15 days from the date of receipt of your shoes or heels to request an exchange.
Shipping costs for returns and exchanges in France are free.
For all other countries, transport costs will be the responsibility of the customer.
We only accept returns and exchanges for unworn products returned in their original packaging within the allotted delay.
If a returned product is lost by your carrier, we will be unable to offer you an exchange. Therefore, we advise you to choose a reputable transport partner.
We do not offer exchanges on heels.
Shoes or heels that do not clip
Before your order is shipped, we check each pair of shoes and each pair of heels. Despite our internal quality control testing, if you receive a product that is not functioning properly, please contact us by email within 3 days of receipt, including photos or videos of the problem and a detailed description.
Over the past 12 years, we have found that most problems can be solved by teaching you how to clip your heels correctly. However, it is possible that your heels and/or shoes actually have a defect. If so, you have 3 days from receipt of the product to report any problems. After this period, we will consider that the goods were functioning normally.
All defective products will be replaced with an identical or similar product depending on our stock, or you will receive a voucher for the amount you paid for the product minus shipping.
In exceptional cases where we do accept a refund, once we have received your return and verified that the products have not been worn, that they are in perfect condition and that they are in their original packaging , we will provide a full refund for returned products, less shipping costs. No refunds are possible for items purchased in the Last Chance store or with any other price reductions.
Your refund will be credited to the credit card used for purchase or to your PayPal account, if applicable. The time required for reimbursement will depend on the card issuing institution. Please note that the value date of the re-credit will be the same as the debit date, thus avoiding any loss in terms of bank interest.
If your order was shipped to a destination within the European Union, taxes (VAT) will be refunded. Outside the European Union, customs duties and taxes are non-refundable, as they are paid to your national/local government not to us.
The ability to recover customs duties may vary by country. In some cases you might be able to contact your local customs office directly, but this may not be available everywhere. We therefore recommend using a customs broker if necessary.
Mechanical and technical parts can break. If you have a shoe with a broken mechanism or damaged heel, please contact our customer service by email, including your order number in the title, so that we can easily find your purchase history.
If the heels or mechanism of your shoes break within two years of the date of receipt, you will receive a voucher worth the value of what you paid, which will allow you to choose an other model.
If a heel or the mechanism of a shoe breaks 2 to 5 years after your order, we will offer you a voucher worth 40% of the purchase price, which you can use in a period of one year. Shoes and or heels purchased beyond 5 years are not covered by our warranty.
For any other problem or wear of the shoes that does not concern the mechanism, we recommend that you consult a cobbler, this is the professional best qualified to help you. Our shoes can be maintained like regular shoes.