Refund policy

To request a refund you must do it through the following link

Click here: REQUEST A REFUND


Steps to request an exchange or refund

You can make an exchange or return (refund).

The first change of size or model is FREE for orders made to the Spain peninsula.

The return has a cost of 6€ (in concept of collection of the product) that will be discounted 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 in Avd. de la Industria 14, 28823 Coslada, Madrid. In this case, we are not responsible for what may occur during shipping, and the costs of the return will be charged by the carrier of your choice.

In case the order is placed outside Spain, the customer will have to send the goods to our offices. In case you want to make an exchange 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 return. Just 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 address you used when you placed the order.

- Indicate the reason and explain us a little bit the reasons of your decision. This way we can improve our service day by day :)

- Indicate the address where you want to pick up 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 if 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 payment method used for the purchase. The refund will be made within a maximum period of 14 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 in the central services of CUCHY and has been verified that it is in perfect condition to make such reimbursement).

If the purchase was made by cash on delivery you must send an email to info@cuchy.es indicating in the subject "Return of product", your order number IBAN account number to proceed with the refund of your purchase. Once 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 of 14 calendar days from the date of delivery of the product.

2. We do not accept returns or exchanges of used products or products that are returned without the original packaging. When trying on the shoes, please make sure that the soles do not tear or mark the shoe box.

3. If you have any questions about the process, you can write to us at info@cuchy.es 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 pick up the merchandise with your own means or if you want us to send it back to you, you must pay the shipping costs that we indicate.

5. If the product is not inside the packaging or bag and the box arrives broken, we will charge between 3€-5€ per box.