Return and exchange policy
Exchange or return process:
If you don't like the order and want to request a return, the first thing you should do is access the following link: exchange and returns portal.
To start the process, you’ll need to enter the email you used to make the purchase and the order number.
Zacaris reserves the right to reject returns communicated or sent after the established deadline, items that are not in the same conditions in which they were delivered or used items.
If the return is rejected, we will contact you to tell you how to proceed.
How you should prepare the PACKAGE:
- Place the item inside its original box and inside the Zacaris packaging.
- Seal the box so that the package is not damaged.
- Never stick anything to the shoe/clothing box as it may invalidate the return.
- And all that remains is to deliver the package to the return point of the assigned transportation agency or deliver it to the transportation company agent on the scheduled date. AND READY!
Deadline to make an exchange or return:
You have a period of 12 months to request an exchange or refund.
Cost of changes and returns:
- Exchanges and returns are free, in Spain and the rest of the countries of the European Union (does not include the Balearic Islands, Canary Islands, Ceuta and Melilla), as long as you choose the point delivery method.
- If you request a home collection, the cost will be as follows:
- Spain and Portugal: €4.99
- Balearic Islands: €11.99
- Rest of Europe: Home collection not available
* If you process the return of an item purchased several times (same model, size and color) in different orders, you will be credited the amount of the last order placed.
Size change:
During the exchange process, you can request a size exchange or an exchange for a different product. If you choose to exchange for a different product, we’ll guide you through the steps to pay or receive a refund for the difference.
If you choose a size exchange, the price will remain the same if the product is on sale.
Refund methods:
|
Original payment method |
Country |
Repayment period |
|
Card / Bizum / Paypal / Sequra |
Spain and Portugal |
up to 10 days |
|
Card / Bizum / Paypal / Sequra |
Rest of EU countries |
up to 20 days |
|
Cash on delivery* |
Spain and Portugal |
up to 10 days |
* For cash on delivery payments, we will refund the money by bank transfer, so you will have to provide us with your account number to make the refund.
Return/Exchange Methods:
During the process you will see the different options, but they are summarized in:
- Spain and Portugal:
- Return in a NACEX point for free
- Home pickup at a cost of €4.99.
- Balearic Islands:
- Home pickup at a cost of €11.99
- Rest of the countries:
- Return in a UPS point for free
Defects or incidents:
If any item has a defect or there has been an error in shipping, follow the instructions provided in the exchange and returns portal.
In the process, you will be asked to indicate the condition of the product and to attach a photo of the defect, the sole, the upper and the shoe’s label, so that our Returns Department can evaluate your case.
Once we receive this information, we will contact you to let you know how to proceed.
Please note that Zacaris is not responsible for using the washing machine as a cleaning method and/or for improper use of products that may damage the item. Likewise, we reserve the right to refuse returns notified or sent outside the specified period.
If you have any questions, call us at +34 976 796 367 or email us at atc@zacaris.com, and our Customer Service team will assist you as soon as possible.
Return of an exchange
For orders placed in Spain and Portugal (Iberian Peninsula):
We pick up your order wherever you want. In this case, once the return request has been sent to atc@zacaris.com, the Customer Service department will contact you to confirm the collection date at the address you indicate.
Option only available for purchases made in Spain and Portugal (Balearic Islands not included).
The cost of collection is €4.99, which will be deducted from the total amount of the return.
For orders placed in the Balearic Islands:
We pick up your order wherever you want. In this case, once the return request has been sent to atc@zacaris.com, the Customer Service department will contact you to confirm the collection date at the address you indicate.
The cost of collection is €11.99, which will be deducted from the total amount of the return.
For orders placed in other countries:
- Send an email to atc@zacaris.com indicating:
- Name and surname
- Order number (Ej: #XXXXX)
- Item, color and size
- Reason why you want to return the order
- We will contact you to provide you with a return label so you can make the return. The cost of the return is €4.99, which will be deducted from the total amount of the return.
- How should you prepare the package?
- Place the item inside its original box and inside the Zacaris packaging.
- Seal the Zacaris box so that the contents of the package are not damaged and if you do not have the shipping box, use a similar one to make the return.
- Never stick anything to the shoe/clothing box as it may invalidate the return.
Zacaris reserves the right to reject returns communicated or sent after the established deadline, items that are not in the same conditions in which they were delivered or used items.
If the return is rejected, we will contact you to tell you how to proceed.