Refunds and Returns Policy

Right to Return

Should your purchase not be as expected, we offer our customers 30 days from receiving products to request a return, refund or exchange. 

It is essential you carefully follow all of the instructions below ensuring you have included all requested information to minimise approval delays.

To meet eligibility requirements under this policy, you must adhere to the following:

Returnable Products

Products eligible for return within 30 days of receiving must adhere to the below criteria::

  1. must have proof of purchase
  2. must be unused, unworn, unmarked, and delivered in their original condition
  3. must arrive in the correct colour/size/style as stated on the order confirmation
  4. must be complete with the original packaging, tags and any other additional items as delivered to you

Non-Returnable Products

Returns will not be accepted under the following conditions:

  1. for a ‘change of mind’
  2. product/s exceeding the 30 day period of eligibility
  3. have been worn, marked, used or misused
  4. tags removed or not received in the original packing

 *Hot tip:  reuse the packaging bag the product/s arrived in by turning the bag inside out and use to send the product/s back in, that’s if you didn’t rip the bag with excitement, that is.

Should the shipping packaging be non-reusable, other packaging of the equivalent standard can be used to ensure product protection during transit. 

Returns Procedure 

To meet eligibility requirements under this policy, you must adhere to the following:

  • STEP 1 – Complete Customer Refunds & Returns Request Form
    • All requested information must be completed including photograph/video evidence showing all issues with the product.
  • STEP 2 – Submit Form (if you have any questions with the form please contact us).
  • STEP 3 – Wait for our return email with further instructions. 

*Suggestion: to avoid our vital communications going to spam you can either add the email address from the approval request email you received or go into your email client’s spam, select the message you don’t consider spam, and click “Not Spam” (or a similarly labeled button.)

It is essential to include all the above information for confirmation and minimise delay for approval, as unfortunately, failure to supply these details void refund. 

Return Fees

All fees incurred with product returns are the customer’s expense. 

Customers will receive a return address on approval of the product return request.

Products must be returned by registered mail with a valid tracking number.

You must reply to the approval request email you received with your tracking number.

Once the products arrive, they will be inspected for compliance. 

You will be notified of your refund or exchange or any issues. 

Refunds

Refunds will be processed within 48 hours from the approval of your refund request. All refunds will be processed the same as the original order payment method. Please note, refunds may take up to 5 days to appear on your account, depending on your financial institution.

If you are experiencing any issues please, contact us.

Order Cancellations

LaGela Shoes ordering system is automated. Therefore, the opportunity to cancel your order is minimal. Should you recognise errors post-order and wish to invoke a cancellation, you must contact us immediately. Please note: there is no guarantee of cancellation after an order number is issued. 

We reserve the right to refuse replacement, refund or partial refund should there be any failure to comply with conditions in this policy. If issues arise with your submitted request, you will be notified. 

 

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