Order cancellation
You can cancel your order before it ships through your customer portal.
Right of withdrawal (returns)
You have 14 days from the day you receive your order to withdraw from your purchase, without giving any reason. If your order arrives in several parcels, the 14 days start when you receive the last one.
To withdraw, use the withdrawal function at the customer portal, or email support@lakaieurope.com with a clear statement that you are withdrawing, along with your order number. We will confirm receipt of your withdrawal by email.
After you withdraw, you have 14 days to send the items back to us.
How to return your items
Ship returns to: Calle del Castillo de Capua 14, Nave 6 - 50197, Zaragoza, Spain.
- Return shipping costs are paid by the customer.
- Items should be unused, in the same condition you received them, and in the original packaging. Trying on shoes to check size and fit is fine, but we may reduce your refund if the items have lost value because of use beyond what was needed to check them (for example, signs of wear).
- We recommend a tracked shipping service. Please keep your proof of postage and share the tracking number with us so we can monitor the return. For items over €75, consider shipping insurance.
Refunds
We will refund the price of the items and the original standard delivery cost, to your original payment method, within 14 days of receiving your withdrawal. We may wait until we have received the items back or you have shown proof that you sent them, whichever comes first. If you chose a more expensive delivery option than our standard one, the extra cost is not refunded. If you return only part of your order, the original delivery cost is not refunded.
Exchanges
Prefer a different size or model? Tell us when you contact us. Exchanges are subject to availability, and we will not charge you any extra fees. Return shipping of the original item is still at your cost.
Items that cannot be returned
- Gift cards that have already been redeemed
- Hygiene or personal care items that were sealed and have been unsealed
- Items returned in a condition that has reduced their value, where the reduction is not due to checking the item (we may deduct that loss in value from your refund)
Defective or damaged items
Received a wrong, damaged, or defective item? Contact support@lakaieurope.com. You are entitled to the legal guarantee of conformity under the law of your country (at least two years from delivery), and we will offer a repair, replacement, or refund as the law requires. This is in addition to any manufacturer warranty.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return once we receive the item. If it wasn’t marked as a gift, or the gift giver had the order shipped to themselves, we will refund the gift giver and they will find out about your return.
Terms of Sale
- Availability. If an item becomes unavailable after you order, that item is cancelled and refunded.
- Pricing. We may correct pricing errors and cancel affected orders with a full refund.
- Shipping. Delivery times are estimates, not guarantees.
- Order acceptance. We reserve the right to refuse or cancel an order.
- Taxes. Applicable taxes are calculated at checkout.
Questions? support@lakaieurope.com