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Returns and refunds

Our boots are customized and realized according to the request of every single customer, thus, dealing with made to measure articles, it is unfortunately not possible to request the return and refund of your order. This is the reason why we kindly ask you to follow our guidelines about how to correctly take your measures before placing your order, also asking our support via mail or chat, we do our best to give you a perfect fit on the basis of your given measures.

As soon as you receive your order, if there are any problems, you have 30 days to contact us, explain the reason why you are not satisfied with your order and, if the problem is not due to uncorrect measures, you can send your order back to us. We will fix the problem and send your boots back to you.

No damaged or used, even only in part, products will be reworked, thus we kindly ask you to carefully verify that there is no sign of use. 

RETURN IN CASE OF DEFECTS OR NON-CONFORMITY

If you received a damaged, defective or incorrect product, you may request a refund for the product within 7 days from the receiving of the order. To request a refund please send an email to the address help@filliesandboots.com inserting as the subject of the email "Damaged, defective or incorrect product return”, and attaching one or more images of the product, where the defect or non-compliance with the order made is clearly visible.

The shades or the texture of the leather, due to the naturalness of the same, which might appear slightly different from what is displayed on the screen, will not be considered as defects.

Defects or damage due to wear and normal use of the product in no case are included in this record and, therefore, it will not be possible to request the return of the concerned product. Only products that have not been used will be accepted, therefore we reserve the right to refuse the refund if the product has obvious signs of use.

You will receive an email confirmation containing the Return Form and all the instructions to proceed to the return of the article. The article must be returned intact (not used and complete with all packaging and original accessories) together with the approved Return Form properly filled.

Once the product has been received, before proceeding to a refund of the article we will make the appropriate quality controls, to verify the defect or the actual non-conformity of the returned product. In the case in which these are found, we will issue the refund within 7 days from the receiving of the article. We will refund the purchase price of the defective product incurred at the time of purchase. The refund will be made using the same payment method used for purchase (credit card, prepaid card, PayPal, etc) or via bank transfer. If the product will not be found to be in line with the above-mentioned conditions, the refund will not be made and the customer may request to return the Product only at its own expense. 

Please note that no returns will be allowed without prior communication via e-mail. 

If you still have questions do not hesitate to contact us via our Live Chat or writing to us at the address help@filliesandboots.com