MASUYO

Orders/refunds during sales and might experiment delays.

If you cannot make the order from your country please, contact customerservice@bibilou.es

INTERNATIONAL ORDERS

Retruns and refunds are not permitted outside UE.

Although if a product is shipped back customers are responsible for taxes and duties once the order arrives in their country.

The customer is responsible for the correct reception of the order once it is in the country of destination. The customer must accept the delivery of your order, taxes or customs costs necessary to complete such delivery. Under no circumstances will Bibi Lou be responsible for the reimbursement of your order due to non-compliance with the above requirements.

TERMS OF DELIVERY

• Spain (mainland and Balearic Islands) and Portugal: 72h/96h.
• Other countries: 5 - 7 working days.
• The delivery times specified are for guidance only and do not take into consideration possible delays due to payment authorisations or exceptional transport conditions.
• During SALES / HOLIDAY seasons delivers might suffer some delays.

EUROPEAN CHANGE SIZE

At Bibi Lou we want you to be completely satisfied with your purchase. If when you receive your order, the size doesn't suit you, you have 30 days to change it.

To proceed with your change please make sure you meet the following requirements:

• The shoes must not have been worn. They must be tested on a carpeted surface.
• Shoes must be returned unmarked, in their original box and bag intact. Otherwise, the change may not be accepted.
• No more than 14 days should pass since you received the product.
• The outer packaging must have the same dimensions as the original packaging.
• The change is subject to stock availability.

Once you meet all the requirements make a new order and email us at customerservice@bibilou.es with both order numbers and we will send you a label to drop the shoes in a UPS access point and to send the first size back. The free change of size will be applicable only once and exclusively to changes of size of the same model.

Bibi Lou will not accept parcels carriage paid.

It is only possible to change products purchased in our online store.

If you need our help, you can write an email to customerservice@bibilou.es (Monday to Friday from 10:00 to 15:00). We will be happy to assist you.

EUROPEAN RETURNS

If you are not satisfied with our product, you can return it to us within 30 days. 

In order to proceed with the return, the following requirements must be met:

The shoes must not have been worn. They must be tested on a carpeted surface. Shoes must be returned unmarked, in their original box and bag intact. Otherwise, the return may not be accepted. No more than 14 days should pass since you received the product. The outer packaging must have the same dimensions as the original packaging. Send the package at your expense to our warehouses: NAVIMA BRANDS S.L. Technological Park. Ronda Narcís Monturiol 23. 46980 Paterna (VALENCIA - SPAIN).

To start the process follow all the steps on your account, my returns.

The refund of the amount will be made by the same means of payment you have used (card, PayPal or wire transfer). Once the refund is processed, you will receive the amount by the payment method in which you made the purchase. Your refund will be accepted within 20 working days, from the date of receipt of the package in our warehouse. Remember that the credit card payment period depends on your bank.

The cost of the return shipment must always be paid by the customer. We will not accept packages with carriage due. We recommend sending by certified mail.

If the customer does not accept delivery of their order, fees, shipping costs or customs costs necessary to complete the delivery, Bibi Lou will not make a full refund of their order. Any expense or cost associated with the customer for the non-acceptance of your shipment will be deducted from your refund of its original amount.

It is only possible to return products purchased in our online store.

If you need our help, you can write an email to customerservice@bibilou.es (Monday to Friday from 10:00 to 15:00). We will be happy to assist you.

INTERNATIONAL RETURNS

Returns and refunds are not permited from outside UE orders. 

Although if you want to ship the shoes back international customers will be responsible for customs fees, taxes and return shipping costs.

Shipping, taxes and customs duties are non-refundable.

If the customer does not accept delivery of their order, fees, shipping costs or customs costs necessary to complete the delivery, Bibi Lou will not make a full refund of their order. Any expense or cost associated with the customer for the non-acceptance of your shipment will be deducted from your refund of its original amount.

ITEMS WITH HIDDEN DEFECTS MANIFESTED AFTER USE

There may be hidden manufacturing defects that become apparent after use. Please note that items damaged by wear and tear cannot be considered defective.

If you detect a hidden defect within 6 months of receiving the item, please contact customerservice@bibilou.es. Attach a description of the problem and photographs if possible.

The acceptance of a defective product will take place after an inspection by our technicians in our warehouses.

In the event of a defective product, it will be repaired. If its repair is not possible, it will be replaced by an equal one of the same size. The amount will only be refunded if the item cannot be repaired or replaced.

IMPORTANT INFORMATION

All items undergo quality control to detect damage and/or defects prior to shipment.

If you receive an item that is not in perfect condition, please contact us immediately.