Returns and Exchanges
Click here: REQUEST RETURN
Steps to request the change or return
1. You can make an exchange or return (refund).
The first change of size or model is FREE for orders made to the peninsula and the Balearic Islands.
The return has a cost of €6 (in concept of product collection) that will be deducted at the time of making the refund of the order. Shipping costs, if any, will not be refunded. You can also send your return by your own means to our offices at Avd. de la Industria 14, 28823 Coslada, Madrid. In this case, we are not responsible for what may happen during the shipment, and the costs of the return will be charged by the transport company you choose.
In the event that the order is made outside of Spain, the client will have to send the merchandise to our offices. If you want to make a change, you must return the product by sending it to our offices and then proceed with the purchase of the model and size you want.
2. Once you decide if you want an exchange or a refund. You just have to follow the steps on the form.
- Indicate your order number (you can find it in the confirmation email we sent you when you placed your order) and the email you used to place the order.
- Indicate the reason and explain a little the reasons for your decision. This is how we manage to improve our service day by day :)
- Indicates the address of collection of the product.
- Process the return or exchange request
3. In a maximum of 24/72 working hours we will respond to your request , and we will send you an email confirming whether we have processed your collection.
4. When we receive the product , we will check that everything is correct and we will refund your order by the same means of payment made in the purchase. The payment is made within a maximum period of between 7 and 10 days using the same payment method in which the purchase was made (the 14 days are taken into account from the receipt of the items at CUCHY's central services and it has been verified that it is in perfect condition to make said refund).
If the purchase was made by cash on delivery, you must send us an email to email@example.com indicating in the Subject "Product return", your order number, IBAN account number to proceed with the refund of your purchase. As soon as the refund has been made, you will receive a confirmation email.
Other aspects to take into account
1. You can request your order within a maximum period of 14 calendar days from the date of delivery of the product
2. Returns or exchanges of used products or those returned without the original packaging are not accepted . When trying on the shoes, keep in mind that they do not tear the soles or mark the shoe box.
3. If you have any questions about the process, you can write to us at firstname.lastname@example.org and we will be happy to help you.
4. The customer is 100% responsible for his merchandise, his order and its content until Cuchy receives the merchandise at its facilities. We are not responsible for wrongly shipped, damaged or defective merchandise. If you send us a product that is not from CUCHY, we will not be able to refund the amount of your order. If you want to recover that product that is not from Cuchy, you must collect the merchandise with your means or if you want us to send it back you must pay the postage that we indicate.
5. If the product is not inside the packaging or bag and the box arrives broken, between €3-€5 per box will be charged.