Refund policy
Last updated: March 2025
1. Size Exchanges
Availability We only accept exchanges for orders placed within the European Union.
Timeframe You have 14 calendar days from the date of receipt to request a size exchange.
Product Condition The item must be in its original condition to be accepted:
- Unworn, free from stains or marks
- No visible signs of wear, dirt, or odours
- All original tags attached
- In its original packaging in good condition (the shoe box must be protected inside a shipping box)
- Do not walk on dirty surfaces to avoid visible marks on the sole
How to Request an Exchange Contact us through our contact form with your order number and the size you need. We will let you know how to send the original pair back, and once we receive it in perfect condition, we will send the new pair.
Cost of the First Size Exchange From the second exchange onwards, the request will be processed as a return.
| Zone / Country | Cost |
|---|---|
| Spain & Portugal (mainland) | FREE |
| Spain (Balearic Islands, Ceuta & Melilla) | €4.90 |
| Spain (Canary Islands) | Exchanges not accepted — returns only |
| Portugal (Azores & Madeira) | Exchanges not accepted — returns only |
| EU Zone 1 * | €6.90 |
| EU Zone 2 * | €9.90 |
| EU Zone 3 * | €15.90 |
| Outside the EU | Exchanges not accepted |
*EU Zone 1: Germany, Austria, Belgium, Czech Republic, Denmark, Slovakia, Slovenia, France, Italy, Luxembourg, Netherlands and Poland
*EU Zone 2: Bulgaria, Croatia, Estonia, Hungary, Ireland, Latvia, Lithuania, Romania and Sweden
*EU Zone 3: Finland, Greece, Cyprus and Malta
2. Returns
Availability We only accept returns for orders placed within the European Union.
Timeframe You have 14 calendar days from the date of receipt to request a return.
Product Condition The item must be in its original condition to be accepted:
- Unworn, with no visible signs of use, damage, or wear
- Free from dirt or odours
- All original tags attached
- In its original packaging in good condition (protected inside a shipping box)
- No visible marks on the sole
- How to Request a Return
If you placed your order with a registered account: you can manage your return directly from your profile at account.arnasashoes.com.
If you checked out as a guest: contact us through our contact form with your order number and we will guide you through the process.
Once your return is accepted, send the item to: Rúa Adelaida Muro 61, 1B, 15002 A Coruña, Spain.
|
⚠️ Items returned without first requesting a return will not be accepted. |
Return Costs
| Zone / Country | Cost |
|---|---|
| Spain (mainland) | €4.90 |
| Spain (Balearic Islands, Ceuta & Melilla) | €6.90 |
| Spain (Canary Islands) | €14.90 |
| Portugal (mainland) | €4.90 |
| Portugal (Azores & Madeira) | €39.90 |
| EU Zone 1 * | €9.90 |
| EU Zone 2 * | €14.90 |
| EU Zone 3 * | €29.90 |
| Outside the EU | Returns not accepted |
*EU Zone 1: Germany, Austria, Belgium, Czech Republic, Denmark, Slovakia, Slovenia, France, Italy, Luxembourg, Netherlands and Poland
*EU Zone 2: Bulgaria, Croatia, Estonia, Hungary, Ireland, Latvia, Lithuania, Romania and Sweden
*EU Zone 3: Finland, Greece, Cyprus and Malta
|
⚠️ EXCEPTION: If the item is defective, damaged, or you received the wrong order, ARNASA will cover all return shipping costs regardless of the country of origin. |
3. Order Cancellation
You may modify or cancel your order as long as it has not yet been processed or shipped. Contact us as soon as possible at info@arnasashoes.com and we will do our best to help.
If the order has already been shipped, we will not be able to modify or cancel it, but you may manage it as a return once you receive it.
4. Damages and Issues
Please inspect your order as soon as you receive it. If the item is defective, damaged, or you received the wrong item, contact us immediately at info@arnasashoes.com so we can assess the issue and resolve it at no cost to you.
5. Refunds
Review Period Once we receive the item, we will inspect it within a maximum of 5 business days. If it is in good condition and the refund is approved, it will be automatically processed to your original payment method.
Your bank may take an additional 3 to 10 days to reflect the refund in your account. If more than 15 business days have passed since we approved your return, please contact us at info@arnasashoes.com.
Items Showing Signs of Use If the item shows clear signs of use beyond simply trying on the shoe for fit, ARNASA reserves the right to apply a 50% depreciation to the refund amount.
In that case, we will contact you and send you photos of the shoe as justification. If you disagree with the depreciation, you may request that we return the item to you, with shipping costs at your expense.
6. Right of Withdrawal — European Union
Notwithstanding the above, if the goods are shipped within the European Union, you have the right to cancel or return your order within 14 calendar days of receipt, for any reason and without justification.
The item must be in the same condition as when you received it: unworn, with tags attached, and in its original packaging. You will also need your receipt or proof of purchase.
Contact
For any questions regarding returns or exchanges: info@arnasashoes.com