Exchange and Return Policy
Exchange or return period
After receiving the order, the customer has 15 days to return or exchange the item. Return costs are borne by the customer, except in cases of quality issues or errors on the part of Cubanas.
HOW TO EXCHANGE OR RETURN
Place your unused item in its original packaging, along with the completed return form (the form is included with your order).
Send the item to the address indicated on the form using any carrier you deem most appropriate. If the shipping costs are covered by Cubanas for the reasons indicated above, you will receive collection instructions by email/phone (carrier, collection date, code, and collection label).
*We do not exchange or accept returns of modified items.
SIMPLIFIED RETURNS VIA CTT:
Cubanas offers simplified returns via CTT, at a cost of €3.99, which is borne by the customer. Simply access the link: https://submission.ctt.loop-os.com/?instance_id=310
To use this service, customers must access the dedicated page on the CTT website, select the store where they made the purchase, and fill in the necessary information for the return, such as the order number, date, address details, and reason for the return. After paying for shipping online, customers receive a return code, allowing them to deliver the order without having to print documents or shipping labels. Returns can be made at one of 3,000 CTT Delivery Points, including CTT stores, CTT points, Payshop agents, and Locky lockers.
EXCHANGE OR REFUND PERIODS
After we receive it, we will process it within an average of 3 business days.
If you wish to exchange it for an item of lesser value, you will be issued a voucher that can only be redeemed in online stores, excluding shipping costs, subject to a maximum discount period of 180 days. Refunds are not possible.
In the case of returns, the amount will be refunded using the same payment method used for the order (please provide your IBAN if payment was made by bank transfer).
Please note that refunds via credit card/bank transfer may take up to 10 days, depending on the processing banks. Refunds via PayPal will be made within 3 business days.
EXCHANGES IN OUR PHYSICAL STORES
After confirming with our customer support that you can exchange the item in a store, you should go to the indicated store with the item properly packaged in its original packaging along with the return form. Exchanges can only be made for items of equal or greater value. For refunds, you will need to leave the item and wait for the process indicated above.
EXCHANGES AND RETURNS IN THE EUROPEAN UNION AND OUTSIDE PORTUGAL
If you are not completely satisfied with your purchase, we offer the possibility of exchange or return within the established period. To facilitate the process, here are the details on how to proceed:
Returns
If you wish to return an item, the return is at the discretion and expense of the customer. To ensure that the return is processed correctly, please follow the instructions below:
Place the item in perfect condition and without signs of use in its original packaging.
Fill out the return form that came with your order.
Send the product to the address indicated on the return form, using any carrier of your choice.
Shipping Costs
The customer is responsible for the shipping costs of the return.
Please note 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 support team is available to assist you. Please contact us by email at: support@cubanas-shoes.com.
EXCHANGES AND RETURNS OUTSIDE THE EUROPEAN UNION
Unfortunately, orders placed outside the European Union are not eligible for exchanges and returns.
QUALITY CONTROL
To report a defect in an item, follow the link to fill in the information to be analyzed by our quality department.
How to fill it out:
You must fill in all the fields indicated (name, email, and subject),
Select the option for how you obtained the item,
Write a brief summary of the defect,
Attach 3 mandatory photos below:
1. Photo of the item;
2. Photo of the defect;
3. Photo of the sole.
Link for requests: https://cubanas-shoes.com/defeitos-controlo-de-qualidade/
We have 30 business days to review and respond.