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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, we do our best to give you a perfect fit on the basis of your given measures.

However, if you are not satisfied at all with your order, you can request a rework at your own expenses within 7 days from the receiving of the same, by sending an email to the address help@filliesandboots.com with the subject “Request for rework”.

You will be given all the information related to the costs of rework required and the costs of return and new delivery of the article, in addition to any customs fee in the case of purchases from extra-EU countries.

We ask you to make every possible effort to return the item in its original packaging and including all accessories, such as protective bag, within 7 days from the mail of acceptance of rework sent by us.

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