Refund policy

 

Exchanges and Returns - Italy

We know how important it can be to wear a new pair of shoes that make you feel comfortable. However, it may happen that the fit is not perfect or that the color does not meet your expectations.

For this reason, we have created a return and exchange program aimed at simplifying and speeding up the process. Below you will find all the information to guide you, step by step, in returning or changing the product. It's very simple!

Note Well: For products in the Outlet category, returns are not possible, but exchanges are allowed only through our exchange program.

Exchange Service – € 11.99 Our exchange service has been designed to facilitate the replacement of shoes:

  1. Send an email with the details of your order to resi@lossantosshoes.com.
  2. "A member of our team will guide you through the payment for the service and assist you in choosing the model or size to replace."
  3. A courier will come to your address, deliver the new shoes, and pick up the ones to be replaced. Simple and fast!

Return Service – Shipping at the customer's expense If the desired variant or size is not available, we will suggest a similar model as a substitute. If you prefer to make a return, here’s how to do it:

  1. Fill out the form on our returns page.

  2. A member of our team will contact you to guide you through the return procedure and will indicate where to send the shoes.

    Return address: Att. Gaetano Minutolo,
    Los Santos Shoes,
    Via Miano 150, Naples, 80145.

  3. "After receiving the shoes, we will proceed with an immediate refund via an agreed payment method."

"It is essential that returned items are in their original condition, with seals intact and have not been worn. Return or exchange requests can be made within 14 days of delivery. Sale items cannot be exchanged."

The quality of our service is our priority. We hope this guide has been clear and helpful. If you have any questions, do not hesitate to contact us at info@lossantosshoes.com.


Exchanges and Returns - Abroad

Los Santos intends to ensure the complete satisfaction of its customers by offering the possibility to return one or more items and receive a refund equal to the price of the returned items. The return must be made at the customer's expense and under their responsibility within 15 days from delivery, provided that the returned items are intact and never used.

1. RETURN CONDITIONS To send one or more returns to Los Santos, the Customer must comply with the following conditions:

  • A) The product to be returned must not have been worn, ironed, washed, or treated in any way.
  • B) The products must be returned in the same condition in which they were received and properly packaged.
  • C) All labels of the item, both fabric and hang tags, must be intact and must not be removed.
  • D) The goods can be delivered to any express courier within 15 days from the delivery date.
  • E) The Customer who wishes to change size, color, or item must follow the return procedure.

In case of non-compliance with any of the listed conditions, Los Santos reserves the right not to accept the returned goods and to return them to the Customer at their expense.

2. CHANGE PROCEDURE

  • A) The customer must send the package to: Los Santos Gaetano Minutolo Shipping Office Via Miano 150, 80145 Naples. The shipping costs will be borne by the customer.

  • B) Before sending the product to be replaced, Los Santos will verify if the product meets the return conditions. The return shipping will be at the expense of Los Santos.

3. RETURN PROCEDURE

  • A) To request a return authorization, the Customer must send a request to info@lossantosshoes.com within 15 days of receiving the goods, specifying the items to be returned. Once the request is received, Los Santos customer service will provide further instructions.
  • B) Los Santos can provide a shipping letter to facilitate the return. The customer will need to print it, attach it to the package, and arrange a pickup with Fedex. The shipping cost will be deducted from the refund amount.
  • C) The shipping cost is the responsibility of the Customer. The shipment is at the Customer's risk; Los Santos is not responsible for loss or damage due to inadequate packaging. Items must be returned in their original packaging.

4. REFUND If the return procedure is followed correctly, the Customer will receive a notification of acceptance. The refunded amount will be net of shipping costs and fees incurred by Los Santos. The refund will be processed via credit card, Paypal, or bank transfer.