EXCHANGE AND RETURNS

At UMBERTO ˣ LUCE, our commitment is to offer you the highest quality products and ensure your satisfaction with every purchase. We understand that it may sometimes be necessary to make a return or exchange, so we have established a clear and simple policy to assist you in that process.

GENERAL CONDITIONS

All items you wish to return or exchange for a different size must be sent within 30 days from the date you received your package. Please note that items categorized as OUTLET, LAST PAIRS, or purchased during inventory clearance sales on our website are not eligible for return or size exchange. 

Items must be returned new and unused. Please ensure that all elements sent with the product, such as the original box and laces (if applicable), are included.​

SIZE EXCHANGE

If your purchase meets the General Conditions and you need a size exchange, you can opt to exchange your pair of shoes for a different size. Contact us immediately to reserve the new size. Once the original pair has been returned and received at our warehouse, we will send you the new pair. The shipping of the replacement item is free of charge for one exchange only and will be sent via regular postal service unless you choose expedited shipping through UPS, in which case you will need to cover the costs.

If the size you need is not available in our inventory but the style is still in production, we will manufacture a new pair for you. This ensures that you receive the correct size, even if additional time is required for production.

DEFECTIVE PRODUCTS

All of our footwear and other products are covered by a warranty against manufacturing defects. We offer a lifetime warranty for our lines with Rider, Special Rider, and Everyday attributes, and a 1-year warranty for the Classics tennis collections and products with Endurance attributes. These warranties cover specific defects such as sole separation, stitching defects, and other manufacturing-related issues.

For more details on what each warranty covers and the steps to make a claim, we invite you to visit our Product  Warranty Page. There you will find all the necessary information to manage your claim.

If you believe you have received a product with a manufacturing defect, please contact us immediately through this contact form. Once we receive the returned merchandise, we will inspect it and take the necessary steps to resolve the issue.

RETURN PROCESS

1. Request a Return: Submit your request through the form available HERE. Within 24 business hours, you will receive all the necessary instructions to proceed with the return.
2. Packaging and Shipping: Ensure that the merchandise is shipped from the same country to which the original shipment was made. Returns must be sent using a secure and trackable method. Keep a tracking number and the carrier's receipt as proof of shipment. Please note that return shipping costs must be covered by you, except in cases of warranty claims or incorrect size.
3. Customer Responsibility: From the moment you receive your package until it is returned to our warehouse, you are responsible for the care of the merchandise. If the return is lost or damaged during transportation, no refund will be issued.

SHIPPING OF RETURNED ITEMS

Returns should be sent to the correct address based on your location:

REFUNDS

• Product Refunds: Refunds can only be requested within 30 days of receiving the product. If the product has been used, it will only be eligible for a refund if it has manufacturing defects. Any refund can only be initiated after the merchandise has arrived at our warehouse and has been inspected. Please allow 14 days for inspection. The refund will be issued to the credit card used for the purchase, and the time required for the amount to appear in your account depends on your credit card company.
• Shipping Refunds: For returns from outside Mexico, we do not refund initial shipping costs. Additionally, return shipping costs are not reimbursed, except in cases of accepted defective merchandise or incorrect size claims, where we will refund the full value of the merchandise and the shipping costs equivalent to Standard Postal Service.
• Duties and Taxes: We do not refund taxes, customs duties, or fees claimed by your country’s customs authorities. If you have paid these fees and wish to claim them, please contact your local Customs Office.

LATE RETURNS

Returns that arrive at our warehouse after 30 days may be accepted at our discretion and will only be refunded as store credit.

IMPORTANT INFORMATION

• Customs Documentation: For all customers, all packages returned to us must be accompanied by the necessary customs documentation. This documentation will be sent along with the Return Number. Returns without the proper customs documentation will not be authorized by Mexican Customs and will be rejected and returned to you.
• Used Products: Shoes returned with marked soles or other visible signs of use may not be accepted and may be returned to the customer.