Exchange, Return, and Repair Policy

Exchange, Return, and Repair Policy

At ARTESANALRENVAL, we want you to be completely satisfied with your purchase. That's why we offer a flexible and transparent exchange policy, in addition to repair support.

✅ Exchange Guarantee

If the footwear you received does not fit, we will exchange it without any problem. We understand that buying handmade footwear online can raise doubts about the size, which is why we are here to help you.

🛠️ Manufacturing Defects

If your product has a manufacturing defect:

  • Unrestricted exchange: We will make the exchange immediately without any conditions.
  • We cover all costs: We pay 100% of the operating and shipping costs (both the return label and the new product's shipping label).
  • Irreparable defects: Some manufacturing defects cannot be repaired; in these cases, the exchange is complete and free of charge for you.

🔧 Repair Service (Simple Cases)

For simple and reparable cases, we will help you get your footwear repaired near your home, avoiding shipping costs and times. We cover the total cost of the repair.

Repairs we cover:

  • ✓ Detached sole
  • ✓ Detached insole
  • ✓ Broken or defective buckles
  • ✓ Lengthening straps
  • ✓ Insufficient adjustment holes
  • ✓ Other minor reparable details

How does the repair service work?

  1. Contact us: Tell us what detail your footwear has and send us photos if possible.
  2. We evaluate: We determine if it is a reparable case and advise you on the necessary repair.
  3. We guide you: We help you find a trusted shoemaker near your home.
  4. You carry out the repair: Take your footwear to the shoemaker and keep the proof of payment.
  5. We reimburse you: Send us the receipt, and we will reimburse you the total amount spent.

💡 Advantage: You avoid shipping wait times and receive your repaired footwear in 1-2 days, instead of waiting weeks for an exchange.

📏 Size Guide

To help you choose the correct size from the start, consider the following:

  • Handmade footwear: No half sizes (width) are made, as the leather naturally molds to the shape of your foot.
  • If you have normal to slender feet: Choose the size you always wear without the half size.
    Example: If you wear 3.5, choose size 3.
  • If you have wide feet: Select one size up from the half size you normally wear.
    Example: If you wear 3.5, choose size 4.

🔄 Size Exchange Process

Our exchange process is simple and fast:

  1. Contact us: Send us a message via WhatsApp, email, or through our social networks indicating that you wish to make an exchange.
  2. Required information: Provide your order number, the product you wish to exchange, and the reason for the exchange (incorrect size, different model, etc.).
  3. Evaluation: If we require more information about your foot type to ensure we send you the correct size, we will contact you before processing the exchange.
  4. Exchange shipment: Once confirmed, we will process your exchange and send you the new product.

📦 Shipping Costs

Shipping costs are handled as follows, depending on the type of exchange:

💰 Size Exchange (Shared costs):

  • You pay: The return label for the original product (approximately $100 MXN).
  • We pay: The shipping label for the new product with the correct size.

🎁 Manufacturing Defect or Our Error (No cost to you):

  • We cover EVERYTHING: Both the return label and the new product's shipping label.
  • No cost to you: You pay absolutely nothing in these cases.

🔧 Repair (No cost to you):

  • We cover: The total cost of the repair carried out near your home.
  • You only pay: The local shoemaker (and we reimburse you the full amount with proof).

⏱️ Conditions and Deadlines

  • Deadline to request an exchange: You have up to 7 calendar days after receiving your order to request an exchange.
  • Product condition: Footwear must be in perfect condition, without excessive use, with original tags, and in its original packaging.
  • Eligible products: All our handmade footwear products are eligible for size exchange.

❌ Exceptions

Exchanges are not accepted in the following cases:

  • Products with obvious use or customer-caused damage.
  • Footwear without original tags or packaging.
  • Promotional or clearance products (except for manufacturing defects).
  • Requests outside the 7 calendar day period.

💬 Contact

To request an exchange, repair, or resolve any questions about our policy, contact us:

At ARTESANALRENVAL, we value your trust. Each pair of shoes is handcrafted with dedication and love by Mexican artisans. We want you to enjoy the quality and comfort of our footwear for a long time.

Last updated: December 2025