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Returns & Exchanges

Returns

We really hope you love our Carmen Salas shoes, however if you decide to return your pair of shoes please keep in mind the following conditions.

If the shoes are being sent to the USA we do not accept any return, exchange or refund.

Our policy lasts 15 days. If 15 days have gone by since the reception of your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and contain the same items. Carmen Salas recommends trying on your new pair of shoes on a rug or carpet before your final decision of keeping them.

If you receive your pair of shoes with a manufacturing faulty, Carmen Salas is responsible for all returning shipping expenses. If this happens to be the case, please send us an email within 24 hrs since the reception of your shoes.

*If you need to return or exchange a product, you will be responsible for all your shipping expenses. Except purchases made from Spain, which have free return and a free first exchange.

Additional non-returnable items:
Gift cards

To complete your return, we require a receipt or proof of purchase.

For all returns and exchanges, first send an email to info@carmensalasshop.com explaining in detail the reason of your return/exchange, together with your order number. Once you've received an answer from us you can then send back your item to: 

c/Carlet 3, entre. 5, 03007, Alicante, Spain. 

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@carmensalasshop.com

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable)

Exchanges can be done for another size only. If you need another style you will have to return your product and purchase your new selected item.
If you need to exchange the item for another size, send us an email first at info@carmensalasshop.com to check if we have another available pair in your selected size, if we do have your size then you will be notified by email to send your item back to us to: c/Carlet 3, entre. 5, 03007, Alicante, Spain. We are not responsible for not having your desired size to satisfy your exchange process. We highly recommend to take a look at the fitting guide in our website to check which is your european size before processing your order. All shoes sold in our website come in EU sizing.

Shipping

We currently ship to all countries within the European Union, including United Kingdom, (except Croatia). We do not ship to Canary & Balearic islands, Ceuta nor Melilla.

SPAIN:Free shipping expenses for a maximum of 2 pairs. 

EUROPE 1: France, Italy, Belgium, Germany, Luxembourg, Portugal, Netherlands, United Kingdom. One pair; free shipment. Two pairs shipment; 6.00 euros.

EUROPE 2: Austria, Denmark, Finland, Greece, Ireland, Sweden, Bulgaria, Hungary, Poland, Romania, Slovakia, Slovenia, Cyprus, Czech Republic, Estonia, Latvia, Lithuania, Malta. One pair shipment; 8.00 euros. Two pairs shipment; 13.00 euros.

BUYING FROM THE USA:

CONDITIONS

We do not accept any returns, refunds or exchanges if the shoes are being shipped to the USA. If you need to, you can consult or email us about any doubts regarding "sizes" you might have. To be more accurate measure your foot from your big toe to the end of your heel and send us an email to info@carmensalasshop.com so that we can find the best size for you in your selected pair of shoes.

SHIPPING

Shipping rate to the USA is 27.00 euros for 1 pair and this amount will be added at the end of the buying process, at our online store checkout. If you wish to purchase more than one pair and you are buying from the USA please contact info@carmensalasshop.com

Customer is responsible for shipping and customs charges (which is usually around 10-12% of the amount of the selected shoes)

PAYMENT

All payments done from the USA will be processed in EUROS at your checkout. However, there is a section on the top right (pc) or top (cell phone) of the page where you can select the option to see all prices in US DOLLARS. At the moment of finishing our payment procedure you will be billed in EUROS. Your bank will automatically convert the amount with the current exchange rate at the time of buying and you will be charged by your bank in your usual currency, US dollars.

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To return your product: First send us an email and wait for an answer from us, then you should mail your product to: c/Carlet 3, entre. 5, 03007, Alicante, Spain

*If you need to return or exchange a product, you will be responsible for all your shipping expenses.
  
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item or that we will receive it in good conditions.