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Returns, Refunds & Exchange

If you are not fully satisfied with your order, you can return your item(s) for a prompt refund within 14 days of delivery date. Refunds will be credited in full amount (excluding shipping charges) and in the same form as the original payment type. Any claims for damaged order or missing items must be received within 14 days of receipt of package.

ANDORINE only accept returns if the items are in perfect condition, not used or washed, with original labels and fully intact original packaging. Please be aware that shoes must be returned with their original packaging. Items must be also be accompanied by the original invoice. The refund will be credited within 30 days upon reception of the items and its validation.

Please note that you are responsible for the returned product(s) until it reaches us. ANDORINE will not compensate for lost parcels during the return process. You are advised to send the package with a dispatch number so that it can be traced.

Returned merchandise shipping charges are at the customer’s expense. Any shipping or customs charges that may incur when returning the products are the customer’s responsibility. In the case of an Exchange however, ANDORINE will not charge any additional charges for shipping the new items.

HOW TO RETURN & EXCHANGE
All return shipping costs are to be paid by the customer. When making a return, please be sure to clearly mark your return shipment as “returned goods” on any customs or postal forms and also on the outside of the package.

A returns form will be enclosed with all your orders to make possible for you to return products. Please ensure that you fill in and enclose the returns form when returning something to us. If you have not received one, you can get a new one here. If you wish to send back the whole or part of the order we will refund the amount you have paid (excluding shipping charges). If you paid by card, the amount will be refunded to the card that you used for payment. You can find the address for returns below or on the returns form. We will not refund the cost of return-shipping costs.

Refunds for returned merchandise will be made as soon as possible, 30 days at the latest, after the return of the product, to the original purchaser’s credit/debit card used for the order in question. Note that additional duties and/or taxes will not be refunded. Neither will shipping costs.

Also note that additional duties, taxes or any additional charge you may have, will not be refunded by ANDORINE.

In the case of an exchange, ANDORINE will not add additional charges for shipping of the new items. For countries within the European Community (EC), VAT will be included in the refund.

All exchanges are subject to availability from our current stock at www.andorine.com. We will exchange items that are returned to us within 14 days of being received by you. Please advise us upon receipt of your purchase if you wish to exchange. Once the exchange items are received the new items will be posted immediately. As in Returns and Refunds, all additional duties, taxes or any additional charge you may have, will not be refunded by ANDORINE  in the case of exchanged items.

In the case of an exchange, please contact us as soon as possible to reserve another product/size.

Returns and Exchanges should be sent to the following address:

ANDORINE
Mundestra, Lda           
Rua Joaquim Dias Salgueiro - Armazém 11                  
4470-777 Vila Nova da Telha    
Portugal          

Important Information
* Keep your postage receipt as a proof that the package was sent. We will not compensate for lost parcels during the return process.

DAMAGED IN TRANSIT/DEFECTIVE PRODUCTS
Returns of faulty items will only be accepted if the goods were faulty when delivered to you, the ANDORINE staff takes every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us at info@andorine.com about the fault.

Returns of faulty goods must be returned to us within 5 business days of being received by you.

Faulty items will be exchanged to the same type of product in the same size, subject to availability. Refunds for faulty items will take place as soon as possible, 30 days period after receiving the returned products. In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the original purchaser’s credit/debit card used for the order in question to the value of the item at the time of purchase and any shipping costs incurred.

PAYMENT
Your ANDORINE order will be processed after the payment is confirmed. We accept the payment methods available on the website- Visa, MasterCard and American Express. Credit card payments are always carried out in Euros, even if you navigate in another currency ($, £ ou CHF).

ANDORINE also accepts payments by PayPal and bank transfers. You can therefore pay in euros, pounds or US dollars. We sincerely apologize for not accepting payments by check.

ANDORINE prices include all taxes for orders with country of destination in Europe, but not for  outside of Europe. However, all orders are subject to potential customs taxes and fees of the country of destination. Your order may be detained and you might have to pay additional taxes and fees. The fees will have to be paid by the recipient of the package (this also applies to retail stores and wholesale).

Unfortunately, ANDORINE do not have any control of the amount of fees and we are not able to determine the amount since the customs policies and the importation taxes vary from one country to another, but with provided proof, ANDORINE will proceed the reimbursement of the customs fees in less than 24 hours!