CHANGES AND RETURNS

The O’SUR policies for changes and returns is as follows:

AS OF OCTOBER 2017 THE FOLLOWING PROMOTION IS ON:

ALL SHIPMENTS ORDERS ARE FREE OF CHARGE AND ALSO COLLECTION COSTS FOR THE FIRST CHANGE OR RETURN OF ANY GIVEN ORDER.

The following mentioned COSTS ARE NOT VALID as long as the “ALL SHIPMENTS ARE FREE” PROMOTION is on.

You have up to 14 calendar days for any changes, returns and claims from the date of receipt of the order, except in the case of brand-related product defects, in which case you have 30 calendar days from the date of reception of the order to request a return or change of product.

In general we accept returns within the 14 calendar-day period after receiving the product whenever the product does not satisfy your expectations and/or due to errors in shipments, provided the product, box and accesories are in the original state and condition (i.e. not having been used, physically affected in any way, deformed nor damaged in any way).

Please contact us via the form you will find by going to "Contact" on our web site, filling in the necessary data and indicating that the reason for the change is a change in size.

You have up to 14 calendar days since the moment of receiving the order in order to make the size change.

You will receive an email confirming that we have received your request with a reference number.

We will then proceed to manage the change without any shipping costs charged to you without you having to submit a new order (provided only one change of size is made).

There is only one condition for accepting the change: the shoe pair you intend to return must be in the original state condition (as well as the accessories and box) without any signs of use, damages, deformation nor stains.

Please bear in mind that only the first change of size is free of shipment charges. Shipments for all following changes will be charged to you.

Not always. Only when the item to be returned is in its original condition (i.e. in the same condition as when delivered to you) and therefore meets the following requirements:

  • The product must not have been used, damaged or deformed in any way (i.e. showing no signs of being deformed, use, wear, tear, scratching nor stains)
  • Must be in its original box with the packaging and accessories included in the box. (including beads, labels, and any other removable sole that has been included).
  • The product must be returned within the the 14 calendar-day period since delivery.

Please contact us via the appropriate form you can find in the lower part of our web page, after filling in the necessary data and indicating the reason for your return.

You will subsequently receive an email confirming that we have received your request with a reference number. In the event that the return request complies with the above stated conditions and is accepted, the original charge made on your credit card will be refunded via the bank.

A credit will be made to the price paid for the product deducting freight costs (6 euros for Spain and Portugal and 12 euros outside the mentioned countries) except for when the cause of the return is related to an accepted product quality claim and/or to errors in shipments, in which case O’SUR will assume the cost of return collection, through crediting your card charge, via your bank.

Under no circumstance will O'SUR accept returns, under a freight collect regime.

The logistics company is SEUR or DPD, depending on the country.

Only the first change

The previously mentioned collection COSTS WILL NOT BE CHARGED TO YOU as long as the “ALL SHIPMENTS ARE FREE” PROMOTION is on.

As soon as we have verified that the returned product complies with the requirements for returns and we have accepted such a return for good cause, you will receive a confirmation email, in which we will indicate the amount to be reimbursed to the credit card with which you made the purchase (via the bank).

Please bear in mind that the time for disposing of the reimbursed amount once the crediting of your charge has been made, will depend on your bank

Please contact us via the form you will find by going to "Contact" on our web site, fill in the necessary data and indicate the reason for the return, in case of quality problems please describe the nature of the problem or quality incidence and attach a photo.

If you want to return a product due to perceived quality problems you have up to 30 calendar days from reception of the product to return it.

You will receive an email confirming that we have received your request including a reference number.

Once the returned items have been received, our quality department, will analyze their state and subsequently report back to you informing whether it accepts (or does not accept) your claim regarding deffectuous quality under our responsiblity, as well as the reasons, in either case.

In case a quality problem which could be under our responsiblity is identified, we will offer you the options of sending you another pair of sneakers or alternatively refunding the amount paid, based on your preference.

Please remember that none of the following circumstances will be considered quality defects under our responsiblity: signs of forced or excessive usage, tearing, scratches, marks and spots having appeared during usage.

Once a return has been accepted, collection rates will be of 6 euros in Spain and Portugal and 12 euros in the rest of the European Union plus Andorra, Switzerland and Norway.

In the case of changes of size we do not charge collection rates for the first change corresponding to a given purchase order.

In the case of returns for product or service-related quality reasons, O'SUR will assume the collection cost for the return of product to our distribution center.

The payment of collection costs for returns not free of collection costs (quality and first change of size) must be carried out through our web site. In the event of a refund such a collection payment will be deducted from the refund.

Under no circumstance will O’SUR accept returns under freight rate collect.

The logistics company is SEUR or DPD, depending on the country.

The previously mentioned collection COSTS WILL NOT BE CHARGED TO YOU as long as the “ALL SHIPMENTS ARE FREE” PROMOTION is on.

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