Refund policy

Since your products are handmade to order, a clear Returns & Exchanges policy is essential to manage customer expectations regarding the craftsmanship and time involved.

Here is a draft for PelleVista that complements your shipping policy:

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PelleVista Returns & Exchanges Policy

1. Our Guarantee

At PelleVista, we take immense pride in the craftsmanship of our handmade shoes. If your order does not meet your expectations, we are here to help you find the right fit or solution.

2. Return & Exchange Window

• You have 14 days from the date of delivery to request a return or exchange.

• Requests made after this 14-day window will unfortunately not be eligible for a refund or exchange.

3. Eligibility & Condition

To be eligible for a return or exchange, items must meet the following criteria:

• Unworn & Original Condition: Shoes must be in the same condition that you received them. We highly recommend trying them on a carpeted surface to avoid scratching the leather soles.

• Original Packaging: Items must be returned in the original PelleVista box and dust bags, including all internal packaging materials.

• No Visible Wear: Any shoes showing signs of wear, creasing on the upper leather, or marks on the soles will be sent back to the customer and will not be eligible for a refund.

4. Sizing Exchanges

Because our shoes are handmade to order, we want to ensure you get the perfect fit.

• We offer one complimentary size exchange per order (customer covers return shipping to us, and we cover the shipping of the new pair back to you).

• Please consult our Size Guide before ordering to minimize the need for exchanges.

5. Non-Returnable Items

• Bespoke / Fully Customized Orders: Items with custom engravings, non-standard leather colors, or specific structural modifications made at your request are final sale.

• Sale Items: Items purchased during a "Clearance" or "Final Sale" event are not eligible for returns.

6. Return Shipping Costs

• Customers are responsible for paying their own shipping costs for returning an item.

• Shipping costs from the original order are non-refundable.

• We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

7. How to Initiate a Return

1. Email Us: Contact our team at shipping@pellevista.com with your order number and the reason for the return/exchange.

2. Approval: Once approved, we will provide you with the return shipping address.

3. Inspection: Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

4. Refund: If approved, your refund will be processed to your original method of payment within 7–10 business days.