Returns, Withdrawal and Exchanges Policy

Cathrine-Stella products are made to order. After an order is completed, a measurement guide is sent to the customer by email in order to help select the appropriate size and achieve the best possible fit.

1. Standard orders and personalized orders

A standard order is an order for an available design and regular size, without any special modification to the shape or fit of the footwear.

A personalized order is an order for any design that includes a special request from the customer, such as:

• a wider or narrower fit,
• specific foot measurements,
• a special adjustment to the fit,
• a modification to the shape or another characteristic of the product.

For any special adjustment, Cathrine-Stella may request confirmation of the required details by email before production begins.

2. Size selection

Customers may use the measurement guide sent after placing their order.

If the customer does not provide the requested measurements and selects a standard size independently, the customer is responsible for the size selected.

If the product has been made according to the size or information provided by the customer and there is no manufacturing defect, lack of conformity or error on the part of Cathrine-Stella, an incorrect size selection is not considered a manufacturing defect.

3. Statutory right of withdrawal for standard products

For standard products, consumers may have a statutory right of withdrawal within 14 calendar days from the date of delivery, in accordance with applicable law.

To exercise the right of withdrawal, the customer must notify Cathrine-Stella by email at catherinestellashoes@gmail.com, stating the order number and their intention to withdraw from the purchase.

After notifying Cathrine-Stella, the product must be returned without undue delay and in accordance with the return instructions provided by Cathrine-Stella.

The product must be returned:

• in the same condition in which it was delivered,
• unused and without damage,
• without signs of wear or alterations,
• with all accompanying items,
• in its original packaging, where available.

The customer may inspect the product only to the extent necessary to establish its nature, characteristics and functioning. In the event of excessive use or damage, a reduction in the value of the product may apply in accordance with applicable law.

Refunds will be made using the same payment method used for the original purchase, within the legally applicable time limits. Cathrine-Stella may wait until the product has been received or until the customer provides proof that it has been shipped before completing the refund.

The cost of returning the product is borne by the customer, unless the return is due to a defect, lack of conformity or error on the part of Cathrine-Stella.

4. Personalized products

Products made according to the customer’s specific measurements or special instructions are considered personalized to the extent provided by applicable law.

For personalized products, the right of withdrawal may not apply where the product has been made specifically according to the customer’s personal requirements. This possible exception does not affect the customer’s statutory rights in the event of a manufacturing defect, lack of conformity or error on the part of Cathrine-Stella.

Cathrine-Stella is not required to make a new pair solely because the customer has changed their mind or selected an incorrect special adjustment, where the product has been made according to the customer’s confirmed instructions.

5. Optional commercial exchange

In addition to the customer’s statutory rights, Cathrine-Stella may, subject to prior communication and availability, offer an optional exchange.

For an optional exchange, the customer must contact Cathrine-Stella by email within 5 days of receiving the product, stating the reason for the requested exchange. The delivery date is considered to be the date recorded by the shipping company.

An optional exchange requires prior communication and confirmation from Cathrine-Stella. Products must not be shipped back without receiving return instructions first.

The product must be unused, free from damage or signs of wear, accompanied by all relevant items and in its original packaging.

The cost of returning the product and shipping the replacement product is borne by the customer.

Depending on availability, the exchange may be made for a product of the same or a different design. An optional exchange does not oblige Cathrine-Stella to make a new personalized product from scratch.

If the replacement product has a higher price, the customer must pay the difference. If it has a lower price, the difference will not be refunded as part of the specific optional exchange.

6. Footwear fitting instructions

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