Refund policy

Deadlines

National Purchases (Spain)

  • Exchanges or returns may be made within 30 calendar days from the purchase date, or 14 calendar days from receipt of the shipment (in cases where delivery time exceeds two weeks).

  • In-store purchases: 14 days for purchases made in physical stores or for orders collected in-store (counted from the day of collection).

For orders placed with the in-store pickup option, if more than 30 days pass without the customer or an authorized person collecting the order, the refund will not be issued using the same payment method used in the purchase.

In this case, the customer may request a refund in the form of a store credit or gift card for the value of the product, provided the request is made within 90 days from the purchase date.

After this period, the order will be considered an abandoned purchase, and the customer will lose the right to a refund.

International Purchases

  • 14 calendar days from receipt or attempted delivery by the courier.

How to proceed? Contact us via:

  • WhatsApp: (+34) 680 875 787 (recommended for faster response)

  • Email: hello@gautiers.es

Important

  • Web order exchanges or returns cannot be made in-store unless expressly authorized by Gautiers.

  • To manage an exchange or return in-store, please contact us first, preferably via WhatsApp at (+34) 680 875 787.

General Conditions

  • Standard shipping is free for national purchases over 100 euros.

  • All exchanges are processed as a return and a new purchase.

  • Exchanges (one per order) will be free for domestic shipments within mainland Spain that originally qualified for free shipping.

  • For orders with free shipping to national island destinations (Balearic Islands and Canary Islands), the customer will only pay for the return shipping costs of the product being exchanged. Shipping of the new product will be free if the order is over 100 euros.

Return shipping costs are the responsibility of the customer. This includes both the original shipping fee (standard rates: €4.90 mainland Spain, €5.90 Balearic Islands, €9.90 Canary Islands) and the cost of returning the package.
If the return involved an order that originally qualified for free shipping, the corresponding shipping cost will be deducted from the refund (even if it was not charged initially), since no purchase was ultimately completed to justify the free shipping benefit.

For returns, the customer must send the package back themselves. We recommend choosing a shipment with a tracking number, as the package is not considered returned until it is received by us.

For partial returns on multi-item orders, the free shipping benefit will remain in place as long as the retained items still meet the minimum threshold of 100 euros.

For destinations outside mainland Spain (Canary Islands, Balearic Islands, Ceuta, and Melilla), or for international orders, the applicable shipping costs arising from exchanges or returns will be deducted from the refund.

Customers are responsible for any import duties, taxes, or other fees applicable to the package in the destination country. Any such costs arising from a return will also be deducted from the refund.

Promotional Gifts, Free Items, and Packaging

These must be returned along with the purchased products. If they are not returned, or are not in perfect condition, their value will be deducted from the refund.
Items must be returned in the same condition and with similar protective measures as shipped.

Returns During Promotions or Sales Campaigns

  • Always managed as a return and new purchase.

  • The new purchase will reflect the price valid on the day of processing.

  • The original discount will not be maintained if:

    • The promotional period has ended.

    • The desired item is not available.

In both cases, the amount will be refunded, and the customer may place a new order at the current price.

Customer Responsibilities

  • Order tracking: The customer will receive an email with the tracking number. From that point, it is the customer’s responsibility to track and collect the package.

  • Rejected or uncollected packages: If a package is returned to Gautiers, a refund will be issued minus the shipping and return costs, even if the initial shipping was free.

For in-store pickup orders:

  • The return/exchange period is 14 days from the collection date.

  • The pickup deadline is 8 days from purchase. Customers will receive an email notification once the order is ready. If the order is not collected within 8 calendar days, the customer will be responsible for shipping costs to the store or to their home if the item has been returned to the warehouse.

  • If 30 days pass without pickup or without contacting Gautiers to request an extension, the customer may request a refund, assuming responsibility for return-to-warehouse costs and any depreciation of the product, if applicable.

Warranty

Our items carry a legal warranty under current legislation (Royal Legislative Decree 1/2007, of November 16).

To exercise the legal warranty, the customer must:

  • Send their request to hello [at] gautiers.es with product photos, proof of purchase, and contact details.

  • Wait for our team’s confirmation on whether a repair or replacement applies. If so, the product must be sent to: Gautiers Madrid, Calle del Pilar de Zaragoza 46, CP: 28028, Madrid.

Our footwear carries a commercial warranty of 3 months, covering defects not caused by misuse. The customer may request repair or replacement where applicable.

To exercise the commercial warranty, the customer must:

  1. Present proof of purchase.

  2. Present the product.

  3. Make the claim within 3 months of purchase.

Replacement: Gautiers will replace the item with a new one or issue a refund if the defect is confirmed as a manufacturing defect and repair is not possible without compromising aesthetics.

Repair: Gautiers may repair the product if the repair can guarantee an optimal result while maintaining the original appearance.

Commercial warranty repair applies to the following cases:

  • Items purchased within 3 months showing accessory defects (heel tips, buckles, zippers, eyelets, laces, snaps, etc.) without signs of misuse.

  • Outsole detachment along the edges.

  • Stitching coming undone where repair does not affect the shoe’s aesthetics.

If the customer prefers to arrange a repair with a shoemaker of their choice, Gautiers will reimburse the repair costs up to the following limits:

  • Heel tips, buckles, eyelets: max €10

  • Soles and zippers (both shoes): max €25

  • Laces: max €6

Exclusions from warranty:

  • Scratches, scuffs, or wear marks caused by normal use.

  • Loss of rhinestones, as this is also related to use and friction.

  • Subjective sensations (“they don’t fit well,” “they’re uncomfortable,” etc.).

  • Instability due to foot biomechanics (supination, pronation, etc.).

Gift Cards

Gift cards and store credits cannot be exchanged for cash or refunded. They are only redeemable for products. In case of a product return, the refund will be issued as a store credit or new gift card.

For custom orders (sizes 33/34 or 42/43) manufactured specifically at the customer’s request, returns and exchanges are not allowed, as these are considered personalized items.

Right of Withdrawal

The customer has 14 calendar days from receipt of the order to withdraw from the purchase without penalty and without providing a reason.

To exercise this right, the customer may notify us via email at hello [at] gautiers.es, or by phone/WhatsApp at (+34) 680 875 787.

Products must be returned unused, in perfect condition, with original packaging (where possible), and with all accessories.
The customer must cover return shipping costs. Packages sent cash on delivery will not be accepted.

Refunds will be made within 14 calendar days after withdrawal, once the products and any accessories or gifts have been verified as complete and in good condition. Refunds will be processed using the same payment method used for the purchase.

If the customer selected a delivery method more expensive than the standard option, the additional costs will not be refunded.

We reserve the right to withhold the refund until the products are received or until proof of return is provided. No refund will be made if the products show signs of use.

Withdrawal form template:
Only fill out and send this form if you wish to withdraw from the contract.

  • To the attention of: (Insert company name, full address, and email)

  • I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods/services:

  • Ordered on / received on:

  • Name of consumer(s):

  • Address of consumer(s):

  • Signature of consumer(s) (only if this form is submitted on paper)

  • Date

Legal Warranty & Dispute Resolution:

  • Legal warranty in accordance with Art. 97.1 n) of the TRLGDCU.

  • Online dispute resolution platform of the European Union: ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=

Complaint forms are available to customers: www.comunidad.madrid/sites/default/files/doc/consumo/modelo_hoja_reclamaciones_profesionales_empresarios.pdf