EXCHANGES AND RETURNS
We help you resolve your doubts before and after your purchase.
@arnasa_brand
CHANGES
Do you accept size exchanges in all countries?
At the moment we only accept changes to orders from the EU.
How long do I have to exchange a product?
You have 14 calendar days from the receipt of your order to request an exchange.
The product must be in its original condition (without stains or signs of use) and the original packaging must be in good condition.
How do I request a size exchange?
Contact us through our contact form, indicating your order number and the size you need. We will tell you how to send us the original pair, and once we receive it in perfect condition, we will send you the new pair.
We recommend checking the size exchange costs according to your country.
Is there a cost for changing sizes?
The costs listed below are for the first size exchange . From the second exchange onwards, the request will be processed as a return.
- Spain and Portugal (peninsular): FREE.
- Spain (Balearic Islands, Ceuta and Melilla): €4.90
- Spain (Canary Islands): no exchanges, only refunds
- Portugal (Azores and Madeira): no exchanges, only refunds
- EU Zone 1*: €6.90
- EU Zone 2*: €9.90.
- EU Zone 3*: €15.90
- Outside the EU: At the moment we do not accept changes to orders from outside the EU.
_______________________________________________
* EU Zone 1: Austria, Belgium, Czech Republic, Denmark, France, Germany, Italy, Luxembourg, Netherlands, Slovakia, Slovenia, and Poland
* EU Zone 2 : Bulgaria, Croatia, Estonia, Hungary, Ireland, Latvia, Lithuania, Romania and Sweden
* EU Zone 3: Finland, Greece, Cyprus and Malta
Under what conditions must the product be returned?
The product must be unused, with no obvious signs of wear, damage, or damage, and free of dirt and odors. All original tags must be attached, and the original packaging must be in good condition. Avoid walking on dirty surfaces to prevent visible stains on the soles. The box must be protected inside a shipping box to prevent damage during transit.
RETURNS
Do you accept returns from all countries?
At the moment we only accept returns for orders from the EU.
How long do I have to return a product?
You have 14 calendar days from the receipt of your order to request a return.
The product must be in its original condition (without stains or signs of use) and the original packaging must be in good condition.
How do I request a refund?
If you placed your order with a registered account, you can manage your return directly from your profile .
If you purchased as a guest, please contact us through our contact form indicating your order number and we will tell you how to proceed.
What is the cost of the return?
- Spain (peninsular): €4.90.
- Spain (Balearic Islands, Ceuta and Melilla): €6.90.
- Spain (Canary Islands): €14.90
- Portugal (peninsular): €4.90
- Portugal (Azores and Madeira): €39.90
- EU Zone 1*: €9.90
- EU Zone 2*: €14.90.
- EU Zone 3*: €29.90
- Outside the EU: At the moment we do not accept returns for orders from outside the EU.
_______________________________________________
* EU Zone 1: Austria, Belgium, Czech Republic, Denmark, France, Germany, Italy, Luxembourg, Netherlands, Slovakia, Slovenia, and Poland
* EU Zone 2 : Bulgaria, Croatia, Estonia, Hungary, Ireland, Latvia, Lithuania, Romania and Sweden
* EU Zone 3: Finland, Greece, Cyprus and Malta
Under what conditions must the product be returned?
The product must be unused, with no obvious signs of wear, damage, or damage, and free of dirt and odors. All original tags must be attached, and the original packaging must be in good condition. Avoid walking on dirty surfaces to prevent visible stains on the soles. The box must be protected inside a shipping box to prevent damage during transit.
ORDER CANCELLATION
Can I modify or cancel my order?
You can modify or cancel your order as long as it hasn't been processed or shipped yet. If you need to make any changes, please contact us as soon as possible and we'll do our best to help. If the order has already been shipped, we won't be able to modify it, but you can process it as a return once you receive it.
REFUND
When will I receive my refund?
Once we receive the product, we inspect it within a maximum of 5 business days. If the product is in good condition and the refund is approved, it will be automatically processed and the money will be returned to the original payment method. Your bank may take an additional 3 to 10 days to reflect the refund in your account.
What happens if the product arrives damaged or with signs of use?
If the product shows obvious signs of use beyond simply checking the size and fit of the shoe, ARNASA reserves the right to apply a 50% depreciation to the refund amount. If this occurs, we will contact you and send you photographs of the shoe as justification. If you do not agree with the depreciation, you can request that we resend the product, assuming the corresponding shipping costs.