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Shipping and returns

If you cannot make the order from your country please, contact customerservice@lolacruz.com

 

USA/ MEXICO/ RUSSIA ORDERS

USA/Mexico/ Russia 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.

TERMS OF DELIVERY

 

  • Spain (mainland and Balearic Islands) and Portugal: 48h/72h.
  • 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.

 

IS IT POSSIBLE TO CHANGE THE SIZE OF THE MODEL ONCE I HAVE RECEIVED IT?

Of course! At Lola Cruz we want you to be completely satisfied with your purchase. If when you receive your order, the size doesn't suit you, you have 14 days to change it for free.

To proceed with your change please make sure you meet the requirements. To request the exchange please go to your account and complete all the steps of my returns.

If you have any problem contact customerservice@lolacruz.com and indicate the order number, model that you would like to exchange and the new size. 

In order to make the change, the following requirements must be met:

 

  • The shoes must not have been worn. They must be tested on a carpeted surface.
  • Shoes must be returned unmarked, in their original box and bag intact. Otherwise, the change may not be accepted.
  • No more than 14 days should pass since you received the product.
  • The outer packaging must have the same dimensions as the original packaging.
  • The change is subject to stock availability.

 

When you request the change, we will send a label to the initial address of your order to drop the shoes in a UPS access point. 

Lola Cruz will not accept parcels carriage paid.

The free change of size will be applicable only once and exclusively to changes of size of the same model.

It is only possible to change products purchased in our online store.

If you need our help, you can write an email to customerservice@lolacruz.com (Monday to Friday from 10:00 to 15:00). We will be happy to assist you.

 

CAN I RETURN MY ORDER?

If you are not satisfied with our product, you can return it to us within 14 days.

In order to proceed with the return, the following requirements must be met:

The shoes must not have been worn. They must 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 14 days should pass since you received the product. The outer packaging must have the same dimensions as the original packaging. Send the package at your expense to our warehouses: NAVIMA CALZADOS SL. Technological Park. Charles Robert Darwin 28. 46980 Paterna (VALENCIA - SPAIN).

To start the process follow all the steps on your account, my returns.

Your return will be accepted within 10 working days. Depending on the credit card company, it might take additional days. 

The refund of the amount will be made by the same means of payment you have used (card or PayPal). Once the refund is approved, you will receive the amount by the payment method in which you made the purchase. Your request will be accepted within 10 working days, from the date of receipt of the package in our warehouse. Remember that the credit card payment period depends on your bank.

The cost of the return shipment must always be paid by the customer. We will not accept packages with carriage due. We recommend sending by registered post.

It is only possible to return products purchased in our online store.

If you need our help, you can write an email to customerservice@lolacruz.com (Monday to Friday from 10:00 to 15:00). We will be happy to assist you.

 

RETURNS FROM USA/ MEXICO / RUSSIA

Customers from USA, Mexico, Russia and other countries will be responsible for customs fees, taxes and return shipping costs.

To return your order please write to customerservice@lolacruz.com and we will send you a label so that you can return your order. We will deduct 50€ of return from USA and 60€ of your return from Mexico from your refund.

Shipping, taxes and customs duties are non-refundable.

If the customer does not accept delivery of their order, 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.

Size changes are not permitted. To change the size you must place a new order.

 

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.