Dear customer,

Below, we want to present the basic parameters for returns, size changes and returns for defective merchandise from our Atelier de Ballerinas store. And although you will find all the details below, we help you with a summary:

  1. You have 15 calendar days, from the moment you receive your order, to contact us using the contact form on the website or the following email footwear.atelier@gmail.com.
  2. **Returns are not accepted from countries outside the EUROPEAN UNION**. This measure does not apply to defective products, for more details you can read the section below or contact us. If you are from a country outside the European Union and have questions about your order or size, write to us! We will be happy to help you and minimize errors so that you do not have to return your new purchases.
  3. El shipping returns and changes it is not free, we will help you by managing it on our own so that it is as economical as possible for you. If you need to make a size change, the cost of return shipping is your responsibility, but we will cover the new shipping to your home.

Complete Returns and Exchanges Policy:

  1. RIGHT OF WITHDRAWAL (RETURN):
    1. According to the law (insert the law here), the client has a period of fifteen (15) calendar days from the date of receipt of the order to exercise your right of withdrawal without having to justify the reasons or pay penalties except for shipping costs, it being an essential requirement that you contact the customer service department by email at footwear.atelier@gmail.com or through the contact form on the website. If this prior communication is not carried out, it will not be possible to process the return. To carry out the return it will be necessary to meet these essential conditions:
      • The products must be returned intact; They cannot be used or damaged. The client is responsible for ensuring that the product and its accessories are in perfect condition, as well as that the product is packaged in such a way that it cannot deteriorate during transport, with the client assuming any possible damage during transport.
      • Products from the same order must be returned in the same shipment, and returns of the same order separately will not be accepted.
      • Inform Atelier de Ballerina SLU of the return or exchange via email to footwear.atelier@gmail.com or through the contact form on the website.
      • **Returns are not accepted in countries outside the EUROPEAN UNION**
    2. Address for returns:
      • Ballerinas Atelier: Carrer del Guix 4, Nau 4. 08800 Vilanova i la Geltrù. Barcelona, ​​Spain
    3. Treatment of returns: Once we receive the merchandise in our warehouse, and after checking its status, the amount will be refunded, based on the payment method made by the client within the following 7 days. Return shipping costs will not be refunded in any case. In the event that the product does not meet the conditions mentioned above and therefore its return will be rejected by Atelier de Ballerina SLU. In that case the client will be contacted and will have the option of returning the items not accepted by Atelier de Ballerina SLU. The transportation costs generated by this return (from the client to Atelier de Ballerina SLU and back to the client), customs fees and/or taxes, if any, will be borne by the client. If the client does not accept the option of keeping the product returned and rejected by Atelier de Ballerina SLU, the latter may keep the items and the amount thereof.
  2. CHANGES SIZE OR MODEL:
    1. If for any reason you are not completely satisfied, you have the possibility to exercise your right to exchange your purchase within a period of 15 calendar days from the date you received the order. To make any changes to your order, you must send an email to footwear.atelier@gmail.com within those 15 calendar days, informing us of the order number and the item(s) to be exchanged or returned, and we will respond to your request as soon as possible. To carry out the return it will be necessary to meet these essential conditions:
      • The products must be returned intact; They cannot be used or damaged. The client is responsible for ensuring that the product and its accessories are in perfect condition, as well as for packaging the product in such a way that it cannot deteriorate during transport, with the client assuming any possible damage during transport.
      • The products of the same order must be returned in the same shipment, not accepting returns of the same order separately.
      • Inform Atelier de Ballerina SLU of the return or exchange via email to footwear.atelier@gmail.com or through the Customer Service Form on the website.
      • **Exchanges or returns from countries outside the EUROPEAN UNION are not accepted**
    2. Address for changes and/or returns:
      • Ballerinas Atelier: Carrer del Guix 4, Nau 4. 08800 Vilanova i la Geltrù. Barcelona, ​​Spain.
  3. DEFECTIVE PRODUCTS OR WRONG SHIPMENTS:
    1. In case the product is returned due to lack of conformity (defective products or erroneous shipments attributable to Atelier de Ballerinas SLU), the customer will have the right to opt either for the refund of the money paid or for the replacement of the product for another with identical characteristics or other options that Atelier de Ballerinas SLU presents. . In these cases, Atelier de Ballerinas SLU will be responsible for the shipping or return costs of the product. The client You have 15 days from the delivery of the product to return it, it is an essential requirement that you contact the Customer Service department via the following email at  footwear.atelier@gmail.com, or through the Customer Service form that you will find on our website. If this prior communication is not carried out, it will not be possible to process the return. To carry out the return/exchange it will be necessary to meet these essential conditions:
      • The products must be returned intact; They cannot be used or damaged. The client is responsible for ensuring that the product and its accessories are in perfect condition, as well as for packaging the product in such a way that it cannot deteriorate during transport, with the client assuming any possible damage during transport.
      • The products of the same order must be returned in the same shipment, not accepting returns of the same order separately.
      • Inform Atelier de Ballerina SLU of the return or exchange via email to footwear.atelier@gmail.com or through the Customer Service Form on the website.
    2. The refund of the amount will be made according to the way in which the user had initially paid for the purchase and provided that the aforementioned requirements are met.
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