Refund policy

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 whatsapp, chat or mail, we do our best to give you your desired fit on the basis of your given measures.

Please be also sure to inform us about further specific needs you can have with regard to the fit. 

Any suggestion given by our Customer Care about measures is only indicative and based on our experience, we do our best to give you the best suggestions for the right fit, but the final measures chosen are at you own discretion.

As soon as you receive your package, if you are not satisfied with the measurements you ordered, you can contact us in order to evaluate the possibility of using our Paid Rework Service.

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 (e.g. you received a different model with respect to the one you ordered, the measures are substantially different from the ones you confirmed during the Confirmation process or the product is broken in some of its parts), you may request an exchange for the same product within 7 days from the receiving of the order. To request the exchange please send an email to the address help@filliesandboots.com inserting as the subject of the email "Damaged, defective or incorrect product return and exchange”, 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 exchange 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 the exchange 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 proceed with the fulfillment of a new product.

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