Exchanges and returns – These procedures are only applied to orders received in all countries (except Portugal)

If your order does not please you, you have 3 options:

  1. Exchange – you can exchange it for another size, colour, model and even brand;
  2. Voucher – you can exchange it for a voucher to use up to 2 years;
  3. Refund – in case you do not find any product to your liking, ask us for the refund.

Exchange

If you wish to do an exchange, you have 30 days (100 days if you're a EscapeShoes Premium customer). It is important that you send us an e-mail, indicating the desired model and size. We will answer you immediately afterwards, informing that:

  1. The product must be returned in new condition;
  2. It should be returned in its original packaging, as it was sent to you;
  3. It should be packaged in the same box of protection or another similar box that will protect it during transport;
  4. You should send it by registered mail to the address: Rua Natália Correia No. 10 2745-826 Massamá – Portugal.

As soon as we receive your order, the quality department will give us the authorization for us to send you the substitute product the next day.   

Note:

Free exchange is only available for Portugal and Spain.

Voucher

If you wish to exchange your order for a voucher, you have 30 days (100 days if you're a EscapeShoes Premium customer). It is important that you send us an e-mail, indicating that you wish to exchange your order for a voucher. We will answer you immediately afterwards, informing that:

  1. The product must be returned in new condition;
  2. It should be returned in its original packaging, as it was sent to you;
  3. It should be packaged in the same box of protection or another similar box that will protect it during transport;
  4. You should send it by mail to the address: Rua Natália Correia No. 10 2745-826 Massamá – Portugal.

As soon as we receive your order, the quality department will give us the authorization to issue a voucher that you can later use in a purchase. You have 2 years to use it.   

Note:

Free exchange is only available for Portugal and Spain.

Refund

If you want the refund, you need to inform us within 14 days from the day you receive the order that you want to return it and you have 14 days to return us the item in question. We will answer you immediately afterwards, informing that:

  1. The product must be returned in new condition;
  2. It should be returned in its original packaging, as it was sent to you;
  3. It should be packaged in the same box of protection or another similar box that will protect it during transport;
  4. You should send it by registered mail to the address: Rua Natália Correia No. 10 2745-826 Massamá – Portugal.

As soon as we receive your order, the quality department will give us the authorization to return your money. If you did not pay your order by “Credit Card/PayPal”, it is very important that you send us an e-mail, indicating your IBAN and SWIFT. 

In any of the 3 previous options, it is important to note that:

  1. You should use the same e-mail that you used to place your order;
  2. EscapeShoes will not take responsibility in case of loss or damages occurred during transport;
  3. EscapeShoes reserves the right of refusing any product that has not been previously communicated in writing by the customer and authorized by EscapeShoes;

EscapeShoes will not accept returns sent to collect on delivery.