At CATARINA MARTINS, we accept returns within a 15-day window starting from the date of delivery. If this timeframe is exceeded, regrettably, we cannot provide a refund or an exchange.
To be eligible for a return, the product must be in impeccable condition, unused, and its original box undamaged. Please return it to the address indicated on the shipping box.
For exchange requests, kindly follow these steps:
- Log in to your account.
- Access the "Purchase History" section.
- Select the relevant order.
- Click on "Return/Transfer" and follow the provided instructions.
If you made a purchase as a guest, please initiate the return process via firstname.lastname@example.org. Upon receiving the returned item, we will conduct a quality check and send out the new product.
Please note that the expenses associated with returning or exchanging items are the responsibility of the customer.
Returns of Defective Products
In the unfortunate event that you receive products that are defective or not in accordance with your order, you have the right to return them. You can initiate this process within 15 days from the time you first notice the defect. This return does not affect your statutory rights.
If your claim is justified, we will refund both the purchase price and the shipping costs. For practical details on how to proceed with the return and receive a refund, please contact us via email at email@example.com. We are here to assist you with any necessary information and support.
Order Cancellation Before Delivery
You have the option to cancel any order provided it has not yet been dispatched. To cancel an order, please follow these steps:
Check the status of your order by visiting the "My Account" link located in the upper right corner of our website.
If the order status is "Registration," it may still be possible to cancel your order. In this case, please contact us via email at firstname.lastname@example.org to request the cancellation of your order.
Our Customer Service team will then coordinate with you to process the cancellation at our warehouse. If successful, we will notify you via email, and the cancellation will be free of charge.
Should cancellation not be possible, the products will be delivered to you as planned. In this scenario, you will need to reject the delivery upon receipt. The products will be returned to us, and your payment will be refunded accordingly.
Currently, it's not feasible for recipients of gift products to initiate returns. In such instances, please contact the gift giver so that they can manage the return process in accordance with the Return Conditions.
Exchanging Products or Sizes
If you wish to exchange a product or change sizes, please refer to the instructions in the Returns section.
In the event of returning goods due to defects or non-compliance with your order, we will cover both the shipping and return costs.
However, if you are returning your order for reasons other than defects or non-compliance, please be aware that Catarina Martins will not refund the shipping cost.
Once we receive the return, we will conduct a quality control check. The refund will be issued through the same payment method you initially used, unless you prefer to receive a voucher.
If your payment was made via bank transfer, you will need to provide your bank details to our Customer Service when initiating the return so that we can process the refund directly to your account.
Your refund will be issued after we have received and processed the returned product. It's important to note that if the returned items do not meet the exchange/return requirements, Catarina Martins Shoes reserves the right to decline the exchange/return request and may refuse the refund, keeping the items available for collection in our warehouse.
Please note that there is an €8 charge for the damaged box.