Shipping and returns

Orders/refunds during sales and might experiment delays.

ARCHIVE SALE CONDITIONS: No returns or exchanges. Items marked online as “ARCHIVE SALE” cannot be returned or exchanged. LOLA CRUZ reserves the right to modify or cancel this promotion at any time without notice.

INTERNATIONAL ORDERS

International customers are responsible for taxes and duties once the order arrives in their country.

The customer is responsible for the correct reception of the order once it is in the country of destination. The customer must accept the delivery of your order, taxes or customs costs necessary to complete such delivery. Under no circumstances will Lola Cruz be responsible for the reimbursement of your order due to non-compliance with the above requirements.

SHIPPING COSTS (approximate)

European Union countries: free shipping in most countries of the European Union (except for some countries)

Ireland: 15 eur - 18.45 eur
Croatia: 20 eur
Romania: 20 eur
Greece: 20 eur
Sweden: 16 eur
Monaco: 20 eur
Denmark: 15 eur
Austria: 18 eur

Orders outside the European Union (includes customs fees):

United Kingdom: 30 eur
America: 50 eur
Asia: 50 eur

*If your country is not on this list and you have questions about the shipping cost, do not hesitate to contact us at customerservice@lolacruz.com

TERMS OF DELIVERY

Spain (mainland and Balearic Islands) and Portugal: 48h/52h.
Other countries: 5 - 7 working days.
The delivery times specified are for guidance only and do not take into consideration possible delays due to payment authorisations or exceptional transport conditions.
During SALES / HOLIDAY seasons delivers might suffer some delays
If the customer does not accept delivery of their order, shipping, fees or customs costs necessary to complete the delivery, Lola Cruz will not make a full refund of their order. Any expense or cost associated with the customer for the non-acceptance of your shipment will be deducted from your refund of its original amount.

RETURNS

To proceed with the return, the following requirements must be met:

- Shoes must not have been worn. They should be tested on a carpeted surface.

- Shoes must be returned unmarked, in their original box and bag intact. Otherwise, the return may not be accepted.

- No more than 30 days should pass since you received the product.

RETURN STEPS:

1. Choose the courier company that the client decides, with the client having full responsibility for the package that is sent. At Lola Cruz we recommend Nacex and UPS as safe courier companies.

2. Insert the invoice for said order into the package to be returned along with the completed return form.

3. Send the package at the customer's expense to our warehouses, address: NAVIMA BRANDS SL. Technological Park. Narcís Monturiol, 23. 46980 Paterna (VALENCIA - SPAIN).

4. The return will be processed within 20 working days from the date of receipt of the package in our warehouse. Remember that the payment period for credit cards depends on your bank.

TO CONSIDER:

- The cost of return shipping, taxes and customs are the responsibility of the customer.

- We do not accept freight collect shipments. We do not accept returns at the head office. We do not accept returns on online orders in a physical store.

- In case of loss of the package, Lola Cruz is not responsible for the incident. We recommend certified shipping.

- The refund of the amount will be made by the same payment method that you have used (card, PayPal or bank transfer).

- Shipping costs, taxes and customs fees are not refundable.

- If the customer does not accept delivery of their order, shipping costs, taxes or customs costs necessary to complete the delivery, Lola Cruz will not provide a full refund of their order. Any expense or cost associated with the customer for not accepting their shipment will be deducted from their original amount in their refund.

- Those orders placed within the EU that have paid an additional shipping cost will have a REFUND FEE of €18,45 applied.

If you need our help, you can write an email to customerservice@lolacruz.com (Monday to Friday from 9:00 a.m. to 6:00 p.m.). We will be happy to assist you.

INTERNATIONAL RETURNS

Returns and refunds are not permited from outside UE orders.

In case of return shipping by customers outside the European Union they will be responsible for customs charges, duties, return shipping costs and any other return charges. From Lola Cruz no customs procedure will be carried out nor will any fee corresponding to taxes & duties be paid, all these procedures must be previously paid.

Shipping costs, taxes and customs fees are not refundable.

If the customer does not accept delivery of their order, shipping costs, taxes or customs costs necessary to complete the delivery, Lola Cruz will not provide a full refund of their order. Any expense or cost associated with the customer for not accepting their shipment will be deducted from their original amount in their refund.

EUROPEAN CHANGE SIZE / EXCHANGES

Should you be interested in a different size, colour or style, please return your item/s to us and simply purchase the new piece separately at lolacruz.com

All shoes must be tried on a carpeted surface until you have decided to keep them.

And write us at customerservice@lolacruz.com and we will send you a label to send the other product back.

If you need our help, you can write an email to customerservice@lolacruz.com (Monday to Friday from 9:00 to 18:00). We will be happy to assist you.

ITEMS WITH HIDDEN DEFECTS MANIFESTED AFTER USE

There may be hidden manufacturing defects that become apparent after use. Please note that items damaged by wear and tear cannot be considered defective.

If you detect a hidden defect within 6 months of receiving the item, please contact customerservice@lolacruz.com. Attach a description of the problem and photographs if possible.

The acceptance of a defective product will take place after an inspection by our technicians in our warehouses.

In the event of a defective product, it will be repaired. If its repair is not possible, it will be replaced by an equal one of the same size. The amount will only be refunded if the item cannot be repaired or replaced.

IMPORTANT INFORMATION

All items undergo quality control to detect damage and/or defects prior to shipment.

If you receive an item that is not in perfect condition, please contact us immediately.