CHANGES
You can request a free exchange to ensure your size is correct. The exchange must be requested within 14 calendar days* of receiving the order. The item must be in perfect condition and in its original packaging.
PENINSULA (SPAIN AND PORTUGAL), BALEARIC ISLANDS AND EUROPE:
You have three exchange options. You can send us the incorrect size yourself, select our pickup service, or bring it to a store if you have one nearby. Once we receive the package, we'll confirm receipt via email and send the new size free of charge.
*During special periods (sales, promotions, pre-orders, and/or specific events), exchange and return periods may be extended.
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CANARY ISLANDS, USA AND UNITED KINGDOM:
The customer will be responsible for the handling and costs of shipping and customs clearance. Once we receive the returned product, we will ship the new product free of charge (customs fees not included).
*During special periods (sales, promotions, pre-orders, and/or specific events), exchange and return periods may be extended.
**Customs fees for UK exchanges will be borne by the customer. Otherwise, we will not accept the charges and the exchange will be cancelled.
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RETURNS
The return period for these products is 14 calendar days* from the date of receipt of the order. To qualify for a refund, the product must be in perfect condition (unused) and retain its original packaging.
The refund will be credited to the payment method used for the purchase and will be issued within a maximum of 14 calendar days. This will be based on the total price of the product, excluding shipping costs. The time it takes to process the refund will also depend on the bank, not Bryan Stepwise. During special periods, pickups may be delayed during certain periods of high volume.
*During special periods (Christmas, promotions, and/or specific actions), exchange and return periods may be extended.
PENINSULA (SPAIN AND PORTUGAL) AND BALEARIC ISLANDS:
The return options are as follows:
- Refund via the same payment method. We will collect your order and issue a refund. Returns cost €4.90 for pickup in the Spanish mainland or €5.90 for home delivery. In the Balearic Islands, they cost €7 for pickup or €8 for home delivery. These costs will be deducted from the total amount of the product once the return is processed, as collection and return shipping costs.
- Gift card. We'll pick up your order free of charge and send you a digital voucher with a full refund for your purchase, which you can use online within one year. You'll save on return shipping costs and can make another purchase later. Once created, the card cannot be canceled; it must be used.
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CANARY ISLANDS, USA AND UNITED KINGDOM:
The return options are as follows:
- Refund via the same payment method. Shipping costs and customs clearance are the customer's responsibility. Once we receive the package, we will issue a full refund.
- Gift card. Shipping costs for the product are the customer's responsibility, as are customs fees. Once we receive the package, we will send you a digital voucher with a full refund for your order, which you can use online within one year. Once created, the card cannot be cancelled; it must be used.
In these territories, the customer will be responsible for customs fees for returns. Otherwise, we will not accept the charges and the exchange will be cancelled.
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EUROPE
Shipping options:
- Through our shipping service. We will collect your order and issue a refund. The cost of collection varies by country. Check the associated cost on our returns portal.
- Do it yourself. Choose the carrier you prefer and send it to the address we'll provide on our returns portal. With this option, Bryan won't charge you any handling or return shipping fees.
Return options:
- Refund via the same payment method*. Once we receive your order, we will process the refund. If you selected our shipping service, we will deduct the associated costs. If you chose the "do it yourself" option, we will refund the full amount of the item, excluding initial shipping costs, if applicable.
- Gift card. Once we receive your order, we'll send you a digital voucher with a full refund plus an extra 10% discount that you can use online within one year. Once created, the card cannot be canceled; it must be used.
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EXCEPTIONS
SAMPLE MARKET
NO EXCHANGES OR RETURNS ARE ALLOWED.
As this is a sustainable initiative with very limited units, we cannot accept exchanges or returns, as otherwise it would not be sustainable and we would not be able to carry out this project. This sustainable initiative involves selling sample shoes, trial shoes, or clearance shoes with defects, etc., at a super-reduced price.
**Shipping is subject to the promotion currently active on the website.
AID
Write to us at hola@bryanstepwise.com and ask us any questions you may have about exchanging or returning your order. We will address all requests and questions about exchanges and returns only through this email.
We remind you that our customer service hours are: Monday to Friday from 9:00 a.m. to 2:00 p.m.