WITHDRAWAL & REFUNDS POLICY

  1. From the Product receipt by the Buyer, the Buyer has a withdrawal period of 14 days. After this period, unfortunately we can’t offer you a refund.
  2. The Product returned will have to be in good condition and in its original packaging. The Seller recommends that the Buyer takes all precautions necessary for the Product good re-routing. Your Shoes must be unused and in the same exact condition that you received it. Specifically, no visible wear on the upper or sole.
  3. Exclusion of the right of Withdrawal; The Buyer does not benefit from any right of withdrawal for products that were customized by the seller at its request. Models selected with personal initials, also means customized.
  4. Please, for the first time, we suggest wearing them on a carpeted area to ensure fit and comfort. Besides, in case you need to change the size, will be better for both parts (buyer and seller).
  5. The Buyer should notify by email to info@ricardoandcaballero.com and we inform you through the Return Procedure

Please, do not ship back any item without requesting the authorization. Delivery of unauthorized merchandise will be rejected.

Legal guarantees of conformity and hidden defects

If the Product received by the Buyer does not conform to the Product named or with the customized profile ( made to measure) in its Order or have a demonstrable manufacturing/quality defect, it must immediately notify the Seller by email at the address info@ricardoandcaballero.com, at the latest within three working days following reception of the package. If a lack of conformity is proven, the Product ordered will be replaced by the Seller, according to the wish expressed by the Buyer, in case there is not enough, the same model in stock, the seller will proceed to refund policy. These guarantees are free of charge for the Buyer. The Product return costs will therefore, in the exercise of one of these legal guarantees by the Buyer, be borne by the Seller.

Liability

The Seller is liable to the Buyer for the good execution of the Order. However, the Seller shall not be liable if it proves that the non-performance or improper performance of its obligations is attributable to the Buyer, the unpredictable and insurmountable act of a third party not involved in the provision of the services specified in the Conditions, or to an event of force majeure as defined by the jurisprudence of the Spanish courts. Similarly, the Seller cannot be liable for damages resulting from a fault of the Buyer when using the Products.

Fitting Issues

If you want to exchange an article for a different size due to a fitting issue, you must contact us to return the item and then apply for a refund. You will be refunded the original item amount with in-store credit (shipping costs are not refundable). Then you will be able place another order for the new item. Bear in mind that you will be responsible for the returning shipping costs.

Made-to-Order / Personalized Items

Items that are (a) individually produced Made-to-Order, that is, manufactured strictly based on customer’s specifications and produced exclusively after the purchase, or (b) engraved / embroidered initials or any other type of special customization, may not eligible for a refund, unless one of the above reasons occurred (damaged / defective merchandise on arrival, quality issues or fitting issues)

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 return / refund. If your return is approved, then your refund will be processed automatically if aplicable. Based on the item and the reason of the return, the amount will be refunded to the original method of payment, within a certain amount of days, or we will issue an in-store credit voucher. Shipping costs are non-refundable

Late or missing refunds

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@ricardoandcaballero.com

Sale items

Only regular priced items may be refunded, unfortunately sale items (or purchases paid fully or partially with credit/coupon codes) cannot be refunded, instead, you will be refunded with in-store credit (voucher coupon)

How do I make a return?

You must contact us first at (info@ricardoandcaballero.com) and we will then provide you with instructions. All products must be shipped back unworn and in the exact same conditions. The returned items will be inspected to see if you qualify for a return.

Returned merchandise that does not meet our return requirements will not be refunded nor shipped back. You will be able to collect rejected merchandise from our warehouse for the next 15 days after receiving our rejection email.