Returns and exchanges

At Luisa Toledo we are sure that you will love your new shoes, but if not, we are committed to accepting returns or exchanges without problems. You have 14 days to make any exchange or return of your purchase from when we deliver your order.


Sometimes we all find it difficult to decide between different sizes, models or colors. If you have questions, we will send you the shoes you want so you can TRY THEM AT HOME AND RETURN THE ONE YOU DON'T WANT

Make the purchase of the shoes you want to try on. If in the end, among the models you have purchased, you keep one, the return of the rest is free (except outlet products). On the contrary, if you wish to return all the products purchased, the process would be carried out as a normal return.


The first size change is free (except outlet products). Let us know if you want to make a change and we will take care of everything (Option only available in the Peninsula).


In case you need to make an exchange, simply purchase the model and size you like and return the one you have at home.


If you live in Madrid or come to spend a few days, you can also go to our showroom to make the return.


To make a return, the products must be in perfect condition: unused, unwashed, with their labels, without repairs, and in their original packaging.


You have several ways to make the return:


— Personally, visiting us in our showroom.


— Sending us the products by Post or any transport agency you trust to the following address:


  • Luisa Toledo showroom
  • C/ Perú, nº 21 local
  • 28823 Coslada (Madrid) Spain


— We take care of everything, simply let us know that you want to return a product and we will start the collection at the address you indicate. This option has a cost of €6.95, which will be discounted when paying for the item(s) you return. (Option only available on the Peninsula).


* Extraordinary expenses, such as customs, will always be borne by the client. (Canary Islands and countries outside the European Union).


As soon as we receive the shoes and verify that everything is correct, we will pay the corresponding amount using the same payment method that you made the purchase. If you paid by bank transfer, you will have to tell us a bank account number where you want to receive the credit.


The refund of the amount will be made within 14 calendar days from the date on which we have been informed of the client's decision to withdraw from the contract.


In the event that the return is not accepted, because the product has been used or presents any damage that prevents it from being put on sale, we will notify you, leaving the item(s) deposited in our warehouse located on Perú Street, 21 Coslada 28823 (Madrid) Spain, so you can collect them personally or by a parcel delivery company hired by you.

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