Returns & Exchanges

1. STRETS wants the Customer to be satisfied with the new pair of STRETS! Therefore, if the Customer changes his/her mind or the size is not right, the Customer has 14 days to exchange or return the article you bought. No questions asked!
The withdrawal period should expire after 14 days from the day on which you receive the order. The proof that the right to withdrawal has been timely exercised is the Customer's sole responsibility.

2. The article must be returned in the same condition as it was received (no signs of use, smells, or dirt). For a return to be possible, the article must not have been used, washed, or damaged. All shoes must be tried on a clean surface until you are certain you are keeping them.
Do not remove labels or other items from the box. You must return the package with all the items included in the order and in the original undamaged shoe box, considered part of the product.
Product that has been damaged, altered or tampered with the original condition of the product and/or its packaging, shoes returned without a box, in a damaged box or with marked soles will not be accepted for a refund or exchange.

3. Return shipping costs in Portugal and Spain are our responsibility!
To other countries, the costs are borne by the Customer, unless the reason for the return is a defect or non-conformity with the ordered product.

4. How to proceed?

• Send an email to [email protected] and indicate: Order number; Name and address to which the order was sent; Preferred contact channel (e-mail, cell phone or WhatsApp); Whether you want to exchange for another or refund; in case of exchange, please check the availability of the models on our website (stretsshoes.com) and specify in the e-mail the name of the new model and the size you want, so we can reserve it. * You can also use the form available at this link.
• Make sure returned items have tags still on and are in their original condition.
• Securely pack the items to be returned in their original packaging.
• Follow the instructions you will receive by email.

5. The return process is simple but will vary according to the provenance of the order, and therefore the User should previously contact the STRETS.

6. The STRETS doesn’t accept any return obliged to collect on delivery or against refund and commits to refund the User within 14 (fourteen) days of receiving the notification where the User expresses the will to withdraw from the contract, or the working day following the receipt of the returned item or of the receipt that proofs the return, whichever is the latest.

7. Once your return arrives and we check that everything is in accordance with our Exchanges and Returns Policies, we will send the new article.

8. Your refund will be processed within 3-5 business days after we receive the parcel. It may take you more time for the refund to reach your account depending on your bank. You will be reimbursed for all payments made, including delivery costs, except for any additional costs resulting from your choice of any delivery method other than the ordinary delivery method we offer. We will refund you using the same means of payment you used for the initial transaction, unless expressly agreed otherwise; in any event, you will not incur any fees as a result of the refund.