Refund policy

RETURNS, REFUNDS & WARRANTY POLICY

1. RIGHT OF WITHDRAWAL (EU & UK) In accordance with EU and UK consumer protection laws, customers in the European Union and United Kingdom have the right to withdraw from their purchase within 14 days of receiving their item, without justification.

  • The item must be returned in the same condition as received: unused, in its original packaging.
  • For change of mind returns, the customer is responsible for all return shipping costs and any associated customs duties.

2. 90-DAY SATISFACTION GUARANTEE We offer a 90-day guarantee covering manufacturing defects or transit damage. If your product arrives defective or damaged, TheFootStraw will cover the cost of a replacement or issue a full refund. Promotional items and free gifts are provided as-is and are not eligible for returns or refunds.

3. HOW TO REPORT DAMAGE OR DEFECTS Email us at olivercustomers@outlook.es within 90 days of receiving your order with the following:

  • Your order number
  • Clear photos or videos of the packaging and the damaged product

We cannot process claims without visual evidence confirming the damage occurred during transit or is a manufacturing defect.

4. EXTENDED WARRANTY (ADD-ON) If you purchased our 15-Day Warranty Extension, this period is added to the standard 14-day withdrawal window, or grants you priority status for expedited replacements in case of breakage.

5. NON-RETURNABLE ITEMS The following cannot be returned:

  • Sale or clearance items and gift cards
  • Customised or personalised products
  • Items showing signs of use or damage caused by the customer

6. REFUNDS Once your return is received and inspected, we will notify you of approval or rejection within 2 business days. Approved refunds are processed to your original payment method within 10 business days. Your bank may require additional time to post the funds.

7. SHIPPING & PROCESSING TIMES All our pieces are handmade to order. Please allow the following estimated timeframes, all in business days:

  • Order processing: 1–3 days
  • Handcrafting your piece: 4 days
  • Delivery: 4–8 days

Total estimated time from order to delivery: 9–15 business days. These are estimates and may vary due to global logistics or high demand. A delay in shipping does not constitute a valid reason for a chargeback. We provide tracking information for all orders. If a package is marked as delivered by the carrier, it is considered legally delivered. TheFootStraw is not responsible for packages stolen after confirmed delivery.

8. FRAUD PREVENTION We monitor return activity for abuse. Customers showing patterns of suspicious returns may have future returns rejected and their account closed. Any fraudulent chargeback attempt will be reported to the relevant payment processor and may result in legal action.

9. FORCE MAJEURE TheFootStraw shall not be held liable for delays caused by circumstances beyond our control, including natural disasters, strikes, or global supply chain disruptions. In such cases we will work to fulfil your order as soon as conditions permit.

Contact: olivercustomers@outlook.es