Refund policy

RETURN AND REFUND POLICY

At Zatorres, we have established the following Return and Refund Policy to ensure a fair and transparent process for our customers:

1. ELIGIBILITY FOR RETURNS:
We accept returns for unworn and undamaged merchandise within 7 days from the date of delivery.
Shoes customized on our "design your own" platform are considered final sale items and are not eligible for return.

2. REFUND OPTIONS:
For eligible returns, we offer store credit or a store gift card as a form of refund.

3. DOMESTIC RETURNS (US & Canada):
To be eligible for a return, the items must meet the following criteria:
The items are unworn, undamaged, and in re-sellable condition.
There should be no creases, scuffs, scratches, or wear on the soles.
The items must be returned in their original packaging along with their dust bags.
The return request must be submitted within 7 days of receiving the original order.
We provide free shipping and exchanges to facilitate the return process.

4. INTERNATIONAL RETURNS:
Customers can return or exchange international orders, including Hawaii, US Territories, and Alaska.
Please note that return and/or exchange shipping costs for international orders are the customer's responsibility.
If you have ordered internationally and encounter fitting issues with your shoes, please contact us at sales@zatorres.com.
We will do our best to assist you with your shipping requirements.

5. CUSTOM DESIGNED SHOES:
Shoes customized on our "design your own" platform are considered final sale products and are not eligible for return.
Orders canceled during the production process will incur a cancellation fee of One Hundred dollars ($100) to cover material and labor expenses.

6. CANCELLATION AND EXCHANGE FEES
Cancelling and re-ordering multiple times will be subject to a transaction fee charge of 5% for each cancellation, as materials are cut as soon as an order is placed.

7. CONSIDERATION PRIOR TO PURCHASE:
We encourage our customers to carefully consider their selection before making a purchase.
If you have any questions or concerns, we recommend reaching out to us at sales@zatorres.com before placing your order for personalized assistance.

 

Please note that this Return and Refund Policy is in accordance with our commitment to providing exceptional customer service while maintaining fair business practices. If you have any further questions or require clarification, please do not hesitate to contact us at sales@zatorres.com.