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RETURNS
Return Instructions / Product Authenticity Tag
Any item(s) must be returned in the original condition, i.e., not used and with all labels and tags intact. Remember that the shoebox is part of the product and cannot be damaged. Returns that are damaged, soiled, washed or worn (other than tried on) will not be accepted. If you received a defective product, or the wrong product, please see our claims policy.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
THE NETHERLANDS AND BELGIUM (FREE RETURNS)
- Do not remove the authenticity tag in case of return. The seal must be intact in case of return.
- Your order must be shipped back within 14 days of the order’s delivery date.
- Use the return portal to download your free return label
- When returning your item, please ensure you are using appropriate protective packaging, preferably the same shipping container you received your order in.
To start a return, you can just ship your order back with the free return label within 14 days after your order is delivered.
WORLDWIDE/INTERNATIONAL
- Do not remove the authenticity tag in case of return. The seal must be intact in case of return.
- Your order must be shipped back within 14 days of the order’s delivery date.
- All product must be returned with all original tags. Shoes and other products must be returned with their original boxes, which must not be damaged.
You can use the return portal to buy and download your return label for a reduced rate.
For countries within the EU-zone we offer 15 EUR fixed price return label.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
For worldwide orders or Express shipments: Shipping costs are not refundable.
You can always contact us for any return question at info@lo10m.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Warranty and complaints
We guarantee that we will deliver the shoe in the correct condition, if this is not the case, you can return the shoe free of charge. You will immediately receive another pair or money back.
We care about our products and logically do our best to deliver them to you in top condition. However, it sometimes happens that an order is broken during transport or that there is a manufacturing defect on the shoes. We therefore ask you to make this known immediately BEFORE the return period ends, so that we can take measures against this.
We cannot accept complaints after the shoes have been worn.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.