Returns & Exchanges Policy
Returns & exchanges
We want you to dance comfortably. If something isn't right, we'll help you sort it out.
How to start a return
Once your request is approved, we'll email you the return address and instructions.
Eligibility
- Returns must be requested within 14 days of receiving your order.
- Every item must come back in its original, unworn condition, with all labels, packaging and — when applicable — documentation and original accessories.
- The soles of the shoes must be clean and free of any signs of wear. Try shoes on indoors, on a smooth and clean surface (rug or carpet is ideal). If the soles show wear or the product has any damage, we may refuse the return or apply a depreciation.
- For hygiene and customer safety reasons, we don't accept returns for products in direct contact with intimate areas of the body.
- The following items are not eligible for returns, exchanges or refunds:
- Mystery Box products
- Outlet products
- Last size products
Damaged products
If, despite our quality controls, you receive a damaged product, you have 24 hours from delivery to submit your request.
Shipping costs
- Shipping costs are not refundable.
- The cost of sending the return back to us is paid by the customer. You can use the courier of your choice.
- Ermes Dance is not responsible for the courier you choose. We strongly recommend asking for proof of delivery so you can confirm the parcel reached us. We may request that proof for verification.
- The return address you receive in the approval email is the only valid one. Returns sent elsewhere are not our responsibility.
Refund handling fees
In accordance with Spanish Royal Legislative Decree 1/2007 approving the general law of the consumer (Article 108, point 4):
When a consumer exercises their right of withdrawal after making a request in accordance with Article 98.8 or Article 99.3, they will pay the entrepreneur a proportional amount for the service already provided at the time they informed the entrepreneur of the exercise of the right of withdrawal. The proportional amount to be paid to the entrepreneur will be calculated based on the total price. If the total price is excessive, the proportional amount will be calculated based on the market value of the service already provided.
Ermes Dance S.L. considers that the service of delivering the goods to the customer and the expenses involved in handling and shipping will always be deducted from the refund of an order. The amount will be a minimum of 15 € and a maximum of 30 €, depending on the destination country.
Customs (outside the EU)
If you are shipping your return from outside the European Union, please mark the parcel as a gift with a declared value of 19 $. We will reject any parcel that requires us to pay import taxes.
Important
Ermes Dance is not, in any case, responsible for products that are returned by the customer without having followed the process described above.