1. Are shipping fees free of charge?
Shipping costs are free for our customers without minimum purchase and for shipments to Spain (country). The customer must assume the taxes and customs duties in the case of the Canary Islands, Ceuta and Melilla.
For orders with delivery outside of Spain (country), the shipping fees specified during the purchase process will be applied, as shipping fees for sales outside of Spain are not free of charge. Likewise, for countries outside the EU, the customer will bear the fees and customs tariffs.
If you want to consult the specific expenses of other countries, please, click here.
Check out the complete information at https://ezzioshoes.com/condiciones-generales-de-compra/.
2.Where can I find the invoice for my order?
If you need an invoice, you must tick the corresponding box during the purchase process. Fill in your tax data and you will be able to download it in your user profile. If you have not requested an invoice during the purchase process, please contact us at firstname.lastname@example.org
The invoice will never be included in your order as we prefer not to print more than necessary as part of our sustainability policy.
3. When will my order be shipped?
Almost all our orders are ready between two and seven working days after purchase, as long as they are ordered before 16.00 h on that day. If the shipment must be delivered outside the peninsula or Spain, it may take a little longer.
We do not ship on weekends or holidays. Orders placed after 16:00 h, on weekends, or on national holidays in Spain, will be considered to have been placed on the next working day.
In times of promotions, new collection launches, summer, Christmas or sales, these times may be subject to variations, and the order could be delayed for an extra week. The maximum we can take during exceptional times such as holidays or other periods such as promotional periods, etc. is thirty days.
We comply with all the necessary measures to deal with COVID19 so that the shipment is safe.
4.How can I be sure that my order has been successfully placed?
When we receive and register your order in our system, you will receive a notification to the email address you have provided confirming your order. Once your order has been prepared and shipped, you will receive a second email with the shipping information and a tracking code from our messaging service.
You will be able to contact them to track your order and set the delivery time that suits you best provided you give them the tracking number.
Sometimes emails end up in the spam folder, to avoid this and to be informed of the whole process, remember to add us to your safe senders list.
5. Are returns and exchanges free of charge?
5.1. ORDERS DELIVERED WITHIN SPAIN:
Yes, exchanges and returns, as well as withdrawals, are free of charge in the case of shipments made within Spain (country).
To exchange an item, you must request a return through your user profile and make a new purchase. Remember that shipping fees are always free of charge for shipments within Spain (country).
Your return or withdrawal will be free of charge as long as you do it by the means we put at your disposal. If you wish to make a return with a different courier company, you will bear the corresponding fees.
If you wish to return the item by your own means, the return address must be:
Oizze Shoes, SL.
Calle Aparadores, 13, B, 03610 Petrer, Alicante
5.2. ORDERS DELIVERED OUTSIDE SPAIN:
Withdrawals when orders are delivered outside of Spain:
For withdrawals outside Spain, the shipping costs will be applied and the buyer will bear these costs. This cost will be deducted from the price to be refunded.
Exchanges are not allowed, if you wish to change the product you will have to return it and buy it again.
Returns of orders that are delivered outside of Spain:
The return will only be applicable due to a defect, fault, if you received the wrong product or any other reason other than withdrawal (return which decision was made by the customer) or exchange. In the event that there really is a valid reason for a return, it will be free of charge, Oizze Shoes, S.L. will bear the shipping fees for the sale and return of the product.
We will not accept any product that is not properly packaged and that has been damaged due to improper use of the product.
Check for more information at www.ezzioshoes.com/condicionesgeneralesdecompra
6. How do I return an order?
To make a return or withdrawal you must log in to your user profile and indicate the order number and the reason for the return or withdrawal.
Cancellations must always be made within 30 calendar days from the date of receipt. For returns you have 2 months from the date of receipt of the order. For more information about returns, please see our General Terms and Conditions of Purchase. www.ezzioshoes.com/condiciones-generales-de-compra
Once we accept the return or withdrawal you will receive an email with our withdrawal or return form that you must fill in and put inside the package. You can also download it here: returns and withdrawal form. (www.ezzioshoes.com/formulariodedevolucionesydesestimiento )
If you do not have a printer, you can write down the information required in the form (name, address, email, telephone, order number, date of purchase, date of delivery, reference of the product to be returned, name of the product and reason for return or withdrawal) on a sheet of paper that you will put inside the package.
We will send a courier to collect your package and will notify you by email of the likely date of collection. If you are not going to be at home, we will indicate a delivery point so that you can return the product.
In the case of returns or withdrawals within Spain , the courier company will be responsible for putting the shipping address on the outside of the package. In the case of international returns and withdrawals, the customer will receive a shipping label by email together with the return and withdrawal form. This label must be printed out and stuck to the outside of the package. The return and withdrawal form will be left inside the package.
The order must not be damaged in any way and must be perfectly packed in its original packaging. We recommend that you try on the shoes carefully, if possible, on a carpeted surface, so that the shoes cannot be damaged to ensure that we receive them in perfect condition. Any damage to the shoe will result in the return being denied
7. How long does it take to process a return?
Once we receive your package, we will take some time to check that everything is correct. If this is the case, i.e., if the product arrives in good condition, undamaged or in an unused state, and correctly packaged, you will be refunded the full amount within the following fourteen working days. We will notify you by email when the refund has been made.
Returns will be processed the same way you made the purchase. If it is a card or Bizum purchase, you will receive a payment in your account.
8.What if your package could not be delivered?
If your package could not be delivered because you were not at home at the time of delivery, the package will remain with the courier company for a short period of time. You can contact them with your tracking number to pick it up. The package will be there for a short period of time, after which it will be returned to our factory if you do not pick it up.
9. What is my size?
Should you need information about your size, you will find it in our Size Chart. Each of our product sheets includes a link to it. There you will find the length and width of our sizes. You only have to measure your foot and check it out.
We have special width shoes within the Argenta by Ezzio and Dibia by Ezzio brands.
10. Can I order shoes with an even wider last than you have available?
If you would like to make a custom order, such as a shoe with a wider last, you can write to email@example.com
11. Which payment method can I use during my purchase?
You can pay by Visa or Mastercard and by Bizum. For card or Bizum payments, the charge is made online in real time through the financial institution's payment gateway.
12. How do I order?
To place an order, you must select at least one product, choose the size and add to cart. If you are a registered user, you must log in. If you are not yet registered on our site you will be able to do so during the purchase process.
We recommend that you accept to receive our newsletter during the purchase process, as you will be informed of all our special promotions for customers.
13. Can I cancel an order right after placing it or change the delivery address?
Contact us at firstname.lastname@example.org and if we have not yet processed your order, we will change the details or cancel it. If the order has already been processed for shipment, we will not be able to cancel it. You can change the delivery address with your tracking number by contacting the courier company directly.
14. What are your customer support hours and how can I contact you?
You can contact us by calling 966 95 23 84 or you can send us an e-mail to email@example.com
Our customer support hours are from 8.00 am to 2.00 pm. Except during weekends, public holidays and holiday periods.
15. What care do the shoes need?
Our shoes have been made with top quality materials in a handcrafted process. As they are made of leather, you will be able to see small differences in the shades.
Always use high quality cleaning materials, remember that the materials we use to make them are always top-quality natural leathers.
We recommend you to use chamois cloths or specific brushes for shoes, as well as natural waxes or the appropriate element according to the type of material your shoe has been made with.
If you have any questions about cleaning, please contact us.
If you find, while wearing your shoes, stains on the leather, it may be because they have come into contact with some liquid or grease, either by accident or when cleaning them. Scratches and rubbing of the heel can be caused by driving or rubbing them against the pavement or gratings during daily use.
16. Do you have any physical stores/retail points of sale?
No. We only have this online shop. We have a wide network of physical points of sale through our partners who are specialized shoe stores, but they are not our own points of sale. There you can find many of the models in our collections.
If you would like to find out about physical retail points of sale near you, you can contact us at firstname.lastname@example.org or by calling us on 966 95 23 84.
17. I have seen a product from your catalogue on social media or in different shops, but I don't see it available in your online shop or it doesn't come in my size. Can I order it?
If it is a shoe model from previous seasons, we are sorry to say that it is not possible. If it is a shoe model from this season, you can contact us at email@example.com and we will let you know if we will soon have that shoe model in your size, if the shoe is available at any point of sale near you, or if we can make it on request for you.