At Juntos, we want you to be completely satisfied with your purchase! We understand that buying shoes online can sometimes be challenging. If for some reason the item(s) you purchased is not right for you, simply get your item(s) back to us within 30 days from shipment date for an exchange.
If your Exchange Form has been misplaced, you may download a copy for domestic or international exchange instruction form below.
We strive to adhere to the highest quality standards when accepting exchange items. This will allow us to later restock the item for resell.
Because we sell luxury items, returned apparel must be in unworn, unsoiled and in perfect condition. When you receive your footwear, we strongly suggest you try it on a carpet or soft clean surface. Perfect/new condition includes ticketing tags in place and shoebox in the same condition as received.
We also recommend that you protect the shoes against any pet hair or dander, liquid, or other debris, and place the shoe back in the shoebox it came from once you have tried it on. This will ensure that your return is approved during the inspection process done by our Exchange Department.
After you decide to keep your item(s), feel free to remove the tags.
We cannot accept shoes that have been soiled, abused or damaged. We will be unable to exchange unacceptable shoes. Any item received in any altered condition, unfortunately, will have to be sent back to the purchaser. Additional shipping fee will apply.
HOW TO EXCHANGE
Since your items need to be received by us within 30 days from your shipment date, the first thing you need to figure out is when your item(s) shipped from our office. You can find this date stamped in the Returns & Exchange Form enclosed in your package. This will help you determine your request eligibility.
If you are within the timeframe, feel free to send back your item with the mail courier of your choice. Unfortunately, we regret to inform our customers that shipping fees are non-refundable, as they are a cost incurred to ship your item.
FOLLOW THIS STEP-BY-STEP PROCESS: - Neatly place item(s) back in their shoebox with paper wrapping and postcard. - Fill out the enclosed Exchange Form and choose the color and size preference you are exchanging. If you are exchanging - Include exchange form and invoice within exchange package - Send it to us to at: JuntosProject.com - 1110 Brickell Avenue, Suite 430-K83, Miami, FL. 33131 - Shipping charges for exchanges to Juntos are the responsibility of the client. We recommend shipping your package via an insured or traceable method, in order to ensure a safe and documented delivery to our fulfillment center. Because delivery of an exchange is outside of our control, we are not responsible for returned packages that get lost in transit.
WHAT TO EXPECT AFTER WE RECEIVE YOUR REQUEST
Refunds - We do not refund any shipped items, only exchanges. Any double orders or irregular activity before item(s) has shipped may be flagged and put in queue for investigation. In the rare case you submit a double order we may issue a refund.
- Exchange requests are processed within 48 hours of receipt of your item in our processing center
- Domestic Exchanges incur a small restocking fee of $10.
- International Exchanges incur out-bound shipping cost.
- We typically send exchange items via FedEx Ground and FedEx International shipping. If expedited shipping is desired, simply note it on your exchange form and we will upgrade your exchange for an express shipping fee. This fee will be charged to the card or PayPal account on file unless otherwise requested by the customer.
- International exchanges may be subject to additional shipping charges.
- In the event an item you requested for an exchange is backordered, we will notify you of the possible delay via email.
- Every order is eligible for 3 exchange transactions. Once the customer has reached their exchange limit for their new order, the exchanged item will be final sale.
Our standard return policy applies for most items and issues. However, please bear in mind the following exceptions:
In the unlikely event that you receive an item that is not in perfect condition, please contact us within 48 hrs, OR send the item back within 14 days from shipment date. Be sure to enclose your shipping invoice in your return package. If your item is indeed defective, we will refund up to $10 in the shipping fees paid to send the defective item back to our warehouse. When possible, we will be happy to replace defective items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size. This exchange is subject to the availability of the product. You will receive a full refund if the item cannot be repaired or replaced. Please note that items that are damaged as a result of ‘normal wear and tear’ are not considered to be faulty. All items are quality controlled and checked for any defects before they are dispatched to customers. We care deeply about your satisfaction and will do everything in our power to rectify any error made on our end.
ADDITIONAL QUESTIONS ABOUT EXCHANGES
If you have any additional questions about returns, send them straight to us at: firstname.lastname@example.org. We at the Exchange Department operate exclusively by email so that we can serve you faster, so please email us. If your Exchange Form has been misplaced, you may download a copy of the form below.