OUR RETURN POLICY
All items that you wish to return or exchange for a different size must be shipped back to us within 14 days from the date you received your parcel. However, items listed in the "Outlet" category or purchased during inventory clearance sales on our website are not eligible for return or size exchange.
Items must be returned new and unused. Make sure you return all items that have been shipped to you along with the shoes: original box, and shoe laces, If it’s the case.
All returns must have a Return Number provided by us at your request. This number helps us identify your return when it arrives at our warehouse. Unidentified returns may be shipped back to the sender.
The shipment costs for returning merchandise must be covered by you. In cases of warranty or wrong size, we will refund you the shipping costs. (See our Refund Policy.)
From the moment you have received your package and until it arrives back to our warehouse, you are fully responsible for the merchandise. If your return gets lost or it is damaged in transit, you are liable for the value of the items and, therefore, you will not be refunded.
REQUEST FOR A RETURN NUMBER
If you want to return a product to us you have to obtain a Return Number please send us an email to [email protected] with your return details.
Within 24 hours you will receive your Return Number and all necessary documents and instructions for returning your products.
For all customers : All parcels sent back to us must be accompanied by the necessary customs documentation. This documentation, which we will send to you along with the Return Number. Returns without proper customs documentation will not be cleared by the Mexican Customs and will therefore be refused and returned to you.
SHIPPING OF RETURNED ITEMS
Your return must be sent from the same country, to which we made the original shipment. Returns in transit are entirely your responsibility. Therefore, we recommend that you use a secure trackable means to return your purchase to us. Keep a tracking number and/or the forwarder’s receipt of the returned shipment, as a proof of dispatch. Make sure that the merchandise reaches our warehouse within 7 days after you have received your package. All returns must be shipped to the following address:
UMBERTO LUCE (Warehouse)
3506 Barsan Rd.
San Antonio Texas 78249
Returns that reach our warehouse outside the timeframe of 14 days (after you have received your package) may be accepted at our discretion and may only be refunded to you as a store credit.
All items have been controlled and checked for any possible faults before put into stock, to avoid the shipment of faulty goods to you. Nevertheless, if you believe that we have supplied you with faulty goods, contact us immediately by e-mail [email protected].
After we have received from you the returned merchandise, we will inspect it and decide if your complaint is accepted. If accepted, we will fully refund you or replace the item, depending on our availability.
Please note that any refund in case of returned merchandise can only be initiated after the merchandise has arrived at our warehouse and has been inspected. Please allow 14 days to inspect the returned merchandise. After which we will immediately issue the refund to your credit card.
The necessary time for the amount to show on your card account depends on your credit card company. Please contact your card issuer for this information.
Refunds for Products:
In case of a successful return, the value of the merchandise will be fully refunded to you.
If the merchandise has been deteriorated while in your possession, you will be asked for compensation. All shoes must be tried on a carpeted surface. Shoes that are returned with marked soles or other visible signs of wearing may not be accepted and sent back to the customer.
Refunds for Shipping:
For returns from outside USA & Canada: we don’t refund your initial shipping costs, independently of the shipping method you have opted for.
For all returns: We do not refund any of your expenses for returning your purchases, neither for transportation, nor for packaging etc.
For returns of faulty goods or size exchange: If your claim is accepted, we refund the entire value of the merchandise and the shipping costs equivalent to Standard Postal Service.
Any losses that are caused by currency fluctuations will not be refunded.
We do not refund any taxes, customs duties and charges claimed by the Customs Authorities of your country. However, if you have paid these duties and wish to claim them back, please contact your local Customs Office.
If you have purchased a pair of shoes, which doesn’t fit, you can opt to exchange it for another size. In this case, contact us immediately for reserving the item in the size you wish to have. Once the initial pair has been returned and reached our warehouse, we will ship the exchange pair. Shipping on the replacement item is free of charge and will be done by regular postal service. Or you can pay for the UPS service.
To return the first purchased item, please request for a Return Number and specify on the form, in the ‘Comments’ field, that you wish to exchange the size and specify the new size you opt for.
Please note that the fact that the shipping is free of charge is a one time only trade for one item. In case we don’t have your designated size in stock or we can not restock it within an acceptable time period, we will refund you under the regular conditions for Returns.
Important information: Please take into consideration that if you are based outside Mexico's territories, you might have to pay taxes and duties on the exchange item.