RETURNS AND EXCHANGES

OUR MAIN OBJECTIVE IS OUR CUSTOMER SATISFACTION
 

Products purchased in issanto.com are non-refundable with only one exception (*). This is because each item purchased in our web is produced exclusively for each client and it’s made on demand (MADE-TO-ORDER). WE DON’T HOLD STOCKS OF FINISHED PRODUCTS.

(*) exception: If for any reason the model delivered does not correspond with your pair of shoes ordered (size, model, heel, material or ornament) there is the possibility of returning to the factory to remake again or a discount will be made (by agreement via email: customerservice@issanto.com). Otherwise, we will proceed to refund your money.

1. Leather colors may vary slightly. ISSANTO cannot accept responsibility for any variations in color, shade and texture and will not accept returns on this basis.
2. Please be aware that the image seen is a mocked visual representation of how your MADE-TO-ORDER item should look and there may be slightly color/material variations in the actual product you receive.
3. Request to amend the order are only possible within 24 hours of order placement, and as long as the product hasn’t been started to produce yet.
   If you have any questions please contact us, we will be delighted to help you. Thank you.

The return or exchange service is free of charge.

You will receive the refund within 30 days of the reception of the goods in our warehouse after verification that the goods have been received in perfect conditions. You will receive the refund through the same payment method you used for your payment. Shipping costs will not be refunded.

All items must be returned unused, in perfect condition, and with all the original packing and labels. Please try the shoes over a carpeted surface to avoid any damage to the sole. Any returns or exchanges may not be approved if the goods are not returned in perfect condition.

All our goods are subject to a quality control before shipping. If you receive a product with any faults please notify us immediately by email at customerservice@issanto.com

We will not accept any return if the protective film on the outsole has been removed.

 

DEFECTIVE ITEMS

 

A) WHEN YOU RECEIVE A DEFECTIVE ITEM

All our articles are subject to a quality inspection before leaving our warehouse. Goods are classified as faulty if they are received damaged. If you receive a defective item please follow the RETURNS or EXCHANGES process described in the previous section within 14 days of reception of your order.

 

B) ITEMS WITH MANUFACTURING FAULTS DETECTED AFTER USE

Goods are also classified as defective where a manufacturing fault occurs within 1 month of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

If you encounter a defective item please send us an email to customerservice@issanto.com  with a brief description of the problem and a photograph to help us identify if it is a manufacturing fault. If we detect a manufacturing fault we will contact you to arrange the next step and our technicians will examine the shoe.

We will offer to repair faulty items, where possible. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size and same upper and color. You will receive a full refund (excluding taxes and duties for Switzerland, Norway, Ceuta, Melilla, Andorra and Gibraltar) if the item cannot be repaired or replaced.