Exchange and Returns Policy

After receiving the order, the customer has 15 days to return or exchange the item. Return costs are borne by the customer except for reasons of quality/error on Cubanas’ part.

HOW TO EXCHANGE OR RETURN

Place your unused item in the original packaging, with the completed return form (the form is received together with your order).

Send the item to the address indicated on the form using any carrier you consider most appropriate. If the doors are supported by Cubanas for the reasons indicated above, you will receive collection instructions by email / telephone (Transporter, Collection details, Collection code and label).

For more information or if you have any questions, do not hesitate to contact our customer support via email: support@cubanas-shoes.com or WhatsApp: +351 913815097.
Monday to Friday, 9:30am to 6:00pm.

*We do not exchange or accept returns of modified items.

EXCHANGE / REFUND DEADLINES:

Upon receipt by us, we will deal with it within an average of 3 business days.

If I would like to exchange it for an item of lower value, a voucher will be issued for discount only in online stores, except for the shipping costs, subject to a maximum period of 180 days for the discount. Return value is not possible.

In cases of returns, the amount will be refunded using the same payment method as the order (indicate the IBAN if payment was made by bank transfer).

Please note that returns via credit card/bank transfer may take up to 10 days, depending on the processing banks. Through Paypal within 3 business days.

THROUGH OUR PHYSICAL STORES

After confirming from our customer support that you can make an exchange in a store, you must go to the indicated store with the item duly packaged in the original package along with the return form. Exchanges can only be made on items of equal or greater value. For a refund, you will have to leave the item and wait for the process indicated above.

EXCHANGE AND RETURNS POLICY FOR ORDERS IN THE EUROPEAN UNION AND OUTSIDE PORTUGAL

If you are not completely satisfied with your purchase, we offer the possibility of an exchange or return within the established time limit. To make the process easier, here are the details on how to proceed:
 
Returns
If you wish to return an item, the return is at the customer’s discretion and expense. To ensure that the return is processed correctly, please follow the instructions below:
  1. Place the item in perfect condition and without signs of use in the original packaging.
  2. Fill in the returns form that comes with your order.
  3. Send the product to the address indicated on the return form, using any carrier of your choice.
Shipping costs
The return shipping costs are the responsibility of the customer.
 
Remember that we do not accept returns or exchanges of products that have been modified, such as items with marks, signs of use or alterations of any kind.
 
For more information or if you have any questions, our customer service team is at your disposal. Please contact us via the following channels:
 
Email: support@cubanas-shoes.com
WhatsApp: +351 913 815 097
Service available from Monday to Friday, from 9:30 a.m. to 6:00 p.m.
 

EXCHANGE AND RETURNS POLICY FOR ORDERS OUTSIDE THE EUROPEAN UNION

Unfortunately, orders placed outside the European Union are not eligible for exchanges and returns.
 

DEFECTS / QUALITY CONTROL

To submit a defect regarding an article, follow the link to fill in the information to be confirmed by our quality department.

How to fill in:

It is necessary to fill in all the indicated fields (Name, email and subject),
Select the option on how you obtained the article,
Write a brief summary of the defect,

Attach 3 obligatory photos below:

1. Photo of the article;
2. Photo of the Defect;
3. Sol Photo

Link to request: https://cubanas-shoes.com/en/defects-quality-control/

We have a period of 30 working days for analysis and response.