Delivery & Returns
1. Shipment and delivery of the Products
1.1. The shipment of the Products ordered on the Website is carried out by express delivery. The delivery time is given in the “Shipment” page and it includes working days but not bank holidays. For personalized products or products made to order, delivery can take up to 5–6 weeks.
1.2. The Website automatically recognizes the country from which the consumer is being connected but it is possible to change the reference country of the Website.
1.3. The order must be carried out directly from the Website of the country identical to the delivery address. Those orders carried out in a country different than the destination country or to an address that is not accepted by the Seller’s courier (such as PO box and undressed mail) will be automatically deleted.
2. Right of withdrawal
2.1. The Consumer is entitled to withdraw from the agreement concluded with the Seller without any penalty and without giving any reason, within 14 working days from the day he/she has received the Products purchased from the Website.
2.2. To exert the right of withdrawal, the Consumer must proceed as follows:
2.2.1 Racine Carrée does not accept nor refund returns for used or damaged items: please try our shoes on a clean and soft surface in order not to damage them
2.2.2 Product must be returned in one shipping, not altered, in their original box. Once you’ll receive your order we therefore recommend you open it with great care..
2.2.3 You won’t be able to swap your product with an equal one nor different: the money will be refunded to your credit card account and once the return is processed you’ll be able to place a new order.
3. Step-by-step breakdown of our return process
3.1 You can only start your returning process if you are logged in: if you have purchased as a guest client, please register on our site in order to be able to proceed.
3.2 Log in and click on the “returns” option: our customer care service will be notified and will start the returning process.
3.3 Our customer care service will contact you via e-mail and you’ll receive the shipping label to use for your return.
3.4 Get your package ready for shipping by using the original box and apply the shipping label.
3.5 Email our customer care at firstname.lastname@example.org to arrange the parcel collection (courier pick-up).
3.6 The return process may take up to 7 working days from your request.
3.7 You’ll be notified by email when your return order has been processed and your refund will be processed using the same payment method used to purchase the item.
Racine Carrée cannot be held liable should the shipping be processed without following this procedure, or should you handle the shipping autonomously or using a different courier pick up.