Shipping and returns

HOLIDAY RETURN POLICY

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 9:00am to 6:00pm). We will be happy to assist you.

RETURNS

To proceed with the return, the following requirements must be met:

- Shoes must not have been worn. They should 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 30 days should pass since you received the product.

RETURN STEPS:

1. Choose the courier company that the client decides, with the client having full responsibility for the package that is sent. At Bibi Lou we recommend Nacex and UPS as safe courier companies.

2. Insert the invoice for said order into the package to be returned along with the completed return form.

3. Send the package at the customer's expense to our warehouses, address: NAVIMA CALZADOS SL. Technological Park. Charles Robert Darwin 28. 46980 Paterna (VALENCIA - SPAIN).

4. The return will be processed within 20 working days from the date of receipt of the package in our warehouse. Remember that the payment period for credit cards depends on your bank.

TO CONSIDER:

- The cost of return shipping, taxes and customs are the responsibility of the customer.

- We do not accept freight collect shipments. We do not accept returns at the head office. We do not accept returns on online orders in a physical store.

- In case of loss of the package,Bibi Lou is not responsible for the incident. We recommend certified shipping.

- The refund of the amount will be made by the same payment method that you have used (card, PayPal or bank transfer).

- Shipping costs, taxes and customs fees are not refundable.

- If the customer does not accept delivery of their order, shipping costs, taxes or customs costs necessary to complete the delivery, Bibi Lou will not provide a full refund of their order. Any expense or cost associated with the customer for not accepting their shipment will be deducted from their original amount in their refund.

- Those orders placed within the EU that have paid an additional shipping cost will have a REFUND FEE of €18,45 applied.

If you need our help, you can write an email to customerservice@bibilou.es (Monday to Friday from 9:00 a.m. to 6:00 p.m.). We will be happy to assist you.

INTERNATIONAL RETURNS

In case of return shipping by customers outside the European Union they will be responsible for customs charges, duties, return shipping costs and any other return charges. From Bibi Lou no customs procedure will be carried out nor will any fee corresponding to taxes & duties be paid, all these procedures must be previously paid.

Shipping costs, taxes and customs fees are not refundable.

If the customer does not accept delivery of their order, shipping costs, taxes or customs costs necessary to complete the delivery, Bibi Lou will not provide a full refund of their order. Any expense or cost associated with the customer for not accepting their shipment will be deducted from their original amount in their refund.

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.