Return process

To return an item, follow these simple steps:

1. Access the return link or log in to your customer account.

2. Enter the email address used when placing the order.

3. You will receive a verification code by email. Enter it in the designated field.

4. Select the relevant order under the Request a Return section.

5. Indicate the reason for the return and confirm your request.

6. Once the return is accepted, you will receive an email containing all the necessary instructions.

Package preparation:

• Pack the shoes in their original box, placed inside the shipping bag or a similar securely closed bag.

• Print the return label you received and attach it visibly, making sure to cover or remove the original shipping label.

Package return:

• Drop off your package at the UPS Access Point of your choice.

• Where to find a drop-off location?

  • In your return label PDF document, you will find the 3 closest drop-off points to your address.

  • To view the full list and see all available locations, click on the link located just above.

The refund will occur within a maximum of 20 days from the receipt of the package.

Important: To avoid any damage, make sure to properly protect the package with suitable packaging.

Exchanges

If you wish to exchange an item (size, color, or model), proceed as follows:

1. Make a return of the item concerned.

2. Place a new order before the initial refund is processed, in order to benefit from the free return (4.99 € fees not charged).
   Once the refund is processed, it will no longer be possible to benefit from this free service.

Return conditions

For a return to be accepted, the products must:

• Be in perfect condition, unworn, with the original packaging.

• Show no signs of use.

In case of return refusal, the items will remain available in our warehouse for pickup at the customer's expense, for a maximum period of 30 days after their receipt.

Return deadlines and costs

You have a period of 20 calendar days from the receipt of your order to make a return, whatever the reason (size, preference, change of mind…).

The return costs amount to 4.99 € for all of France, deducted from the refunded amount.

Product received in poor condition

If the item received is defective, incorrect, or not the right size, send an email to sac@porronet.es specifying:

• The order number

• A brief description of the problem

• A photo illustrating the defect

We will take care of the exchange or return at no cost, within a period of 30 days following delivery.

Order cancellation

Once the order is confirmed, the cancellation will depend on the status of logistical processing. If the order has not yet been shipped, it can be canceled without difficulty.
Contact us quickly at sac@porronet.es. If the order is already in the process of delivery, you will need to wait for its receipt to proceed with a return.

Refund

The refund for a return can take up to 20 days after the product is retrieved, the time to verify and process it.
If this deadline is exceeded, contact us at sac@porronet.es for us to review your situation.

The time it takes for the refund to appear in your account also depends on your bank or card issuer.

Problem with the return

If you encounter an unforeseen event (missed carrier visit, change of mind, modified return, etc.), contact our customer service at sac@porronet.es indicating your order number and your phone number.

My order does not appear in the returns list

It is possible that your order has not yet been marked as delivered by the carrier. In this case, you have two options:

• Please wait 24 hours for the automatic update of information.

• Contact us by email at sac@porronet.es so that we can perform the update manually.