Refund policy

Return and Refund Policy – Ada de Ángela

At Ada de Ángela, every pair of shoes is a masterpiece created exclusively for you. Since we work with custom-made and personalized products, our policy reflects the unique nature of our creative process.

1. Exclusivity Means No Returns Because each item is manufactured to your exact specifications (size, color, materials, and personal design), and in accordance with EU Directive 2011/83/EU on consumer rights, personalized products are exempt from the right of withdrawal. This means that once the manufacturing process has begun, returns, exchanges, or cancellations due to a change of mind are not accepted.

2. Our Commitment to Your Satisfaction While the law allows us to decline returns, at Ada de Ángela, our priority is for your pair to be perfect:

  • Pre-Order Consultation: If you have doubts about your size or color choice, contact us before placing your order. We are happy to provide personalized guidance.

  • Perfection Adjustments: If, upon receiving your order, you feel something isn't exactly as you dreamed, please reach out. We will analyze your case to offer adjustment or artisan retouching solutions whenever technically possible.

3. Notification of Issues and Deadlines To provide you with a fast and effective solution, it is essential to follow this protocol:

  • Claim Period: You have a maximum of 48 hours from the receipt of the package (based on the courier's tracking data) to notify us of any issues, manufacturing defects, or damage sustained during transit.

  • Procedure: You must send an email to [YOUR EMAIL HERE] including detailed photos of the product and the original packaging.

  • After this period: Once the 48-hour window has passed without notification, it will be understood that the product has been received in perfect condition and that you are 100% satisfied. No subsequent claims will be accepted.

4. Quality Assurance and Fraud Prevention All our shipments undergo strict quality control and are photographically documented before leaving the workshop to avoid any misunderstandings.

  • Manufacturing Defects: In the remote event of a genuine manufacturing defect, we will cover the repair or replacement at no cost to you.

  • Fraud Protection: Any attempt at fraud, misuse of payment gateway disputes (such as PayPal), or false "item not as described" claims based on subjective variations of handcrafted work will be legally defended with the corresponding manufacturing and shipping documentation.