If customer has received shoes and they don't fit right, they should contact us as soon as possible within 14 days of receiving the order. As long as they’re in an unworn condition, we’ll happily remake them free of charge in a different size if available.

Please note our materials are sourced in batches and can be subject to availability. In the event that a remake for your order has been placed and processed, we will do our best to remake your shoes to the same specifications as your original order. If this is not possible due to changes to our product range, offering or size, we will notify you. In the event that your request for a remake cannot be executed due to the reasons described above, we will provide you with a discount code for the amount equivalent to the amount you have paid for the product you have requested for remake. The discount code can be used for any product available on our online shop.

Customer can have only one exchange for product which does not fit.

The specified foot and calf size values will be taken as minimal and automatically recalculated by the modeling software to match your shoes to the highest standards of quality and convenience. Therefore, there is a possibility of a difference (increase) between your specified size and the actual size. The Client bears full responsibility for the submitted size and, in the event that they are incorrect, the cost of the adjustment is borne by the customer.

The request for free return/exchange must be submitted at our Return Center. As an alternative customers can complete this form. If our clients encounter any difficulties, they can contact our customer service center for assistance.

Customer may only request a full refund if the product is faulty. If the product is faulty customer can either choose Girotti to replace/repair it or choose a full refund. If he chooses a full refund he needs to contact the support of the webshop or alternatively he can also choose to fill in the return form on the return policy section of the webshop.

The received product may differ slightly from the visualization of the product from the site. Slight differences like slight color variation are not considered a reason for the product to be considered faulty. Products are considered wrong if there is a significant variation of the type of the chosen shoe, heel, color, accessories, size or other key features from the ordered shoe. In this case the product can be considered faulty and can be replaced/repair or refund following the known procedure. Customer must very carefully describe the differences from the ordered product.

The shoes will be considered faulty if they are received damaged, or a manufacturing fault occurs within 30 days of purchase. Shoes damaged as a result of wear and tear are not considered to be faulty.

When possible, we’re happy to repair faulty items. Alternatively, we’d love to replace them with a pair made in the same design.

In any case it is not possible to replace the order with a shoe in a different than the original design.

If the product is not faulty the customer can exchange it only once – if the size he has ordered does not fit. If not faulty customer cannot return the product for no other reason that wrong size and also can do so only once. After the customer has received an exchanged product in a different size he can no longer return it.

If the customers needs to return his shoes he can submit the Returns Form for his shoes. We'll then send you details on how to return them to us and confirm the next steps to remake or refund your shoes. Alternatively he can also contact the support of the webshop.

Each product has a 30 day guarantee policy. If any defect occurs within the 30-day period, then the customer has the right to request a repair/replacement or refund. The guarantee policy does not cover damage which occurs in some of the following terms:

• Customer has used his shoes under extreme conditions
  
  
• Discoloration of the skin after incorrectly used for staining or cleaning
  
  
• Damaged done on purpose

All of our products are custom-made/made-to-order. Customers may cancel their order from the moment it is successfully placed until the order status changes to In Production.

The easiest way to cancel an eligible order is by clicking the Cancel Order button:

• in My Account > My Orders (registered customers), or
  
  
• on the Order Tracking page (guest customers).
  
  

The Cancel Order button is available only while the order is eligible for cancellation. Once the order status changes to In Production, the button is no longer displayed and the order can no longer be cancelled because production of your custom-made shoes has already begun.

Customers receive email notifications whenever the status of their order changes, including when the order enters the In Production stage.

Changing an existing order

If you wish to change a custom-made product after placing your order, you must first cancel the order, provided it is still eligible for cancellation.

After cancelling the order, you can place a new order with your desired changes. If available, you can use the Reorder option to recreate your previous order and then modify the product configuration before completing your purchase.

Once an order has entered the In Production status, it can no longer be cancelled or modified.