Shipping and returns

MADE

The information you will find below explains how to request a return and details the conditions, timing, refunds and problems related to damaged or defective items. For any further information, not included in this document, do not hesitate to contact us by email at info@lordh.it.

How to return an item

To start the process of returning your items, please contact us at: info@lordh.it, following the steps below.

- By email, write to us at: info@lordh.it, indicating:

Order number
First and Last Name
Item(s) and quantity to be returned
The reason for the return

- After receiving the email approving your return request, insert all the items to be returned inside the package, seal it tightly and apply the shipping label to the outside of the package.

- Before completing the return process, please ensure that your items meet the conditions set out in the “Product Conditions” section below.  

Product conditions

All products must be returned new, unused and accompanied by all the LORDH security labels with which they were received still in their original position. Any item returned to us damaged, dirty or otherwise altered or in less than perfect condition may not be accepted and may be returned to the customer.

When trying on your shoes or waiting to decide whether to keep them, please ensure that the soles are protected and that they rest on a carpeted surface or rug, with the safety labels in their original position.

Please refer to our Terms and Conditions of Sale for full information.

Colors

Every effort is made to ensure that our hand dyed and distressed shoes are shown on the website as accurately as possible. However, given the natural variations in materials and hand technique, it is impossible to guarantee an exact and consistently consistent color match. 
Return requests for color variations will not be accepted.

Refunds

All items whose return is successful will be credited back to the payment instrument originally used at the time of the order and in the same currency, net of shipping costs, if any, within 96 hours of receipt of the return by us. We will send you a confirmation email as soon as the refund is authorized. The time required for the credited amount to be visible on your account depends on the issuing credit institution.

In the case of payments made via PayPal, refunds will be credited to the PayPal account itself and will be immediately visible. The refund times for the credit card associated with your PayPal account depend on the institution that issued the card.

If you decide to withdraw from this contract, you will be refunded all payments you have made to LORDH, excluding the costs of returning the goods. Please return the goods and deliver them to LORDH without undue delay and in any case within 14 days from the day on which you communicated the withdrawal. The deadline is met if you send the goods back before the 14 day period has expired. It is responsible only for the decrease in the value of the goods resulting from handling of the goods other than that necessary to establish the nature, characteristics and functioning of the goods.

Please note that no item can be returned to us without prior notification to the email address: info@lordh.it. Items returned without prior notification may not be refunded.

Exceed the deadline

Return requests must be submitted to us within 14 days of receiving the items. The items must subsequently be returned to us at the address indicated on the return label within a further 14 days from that notification date. Returns received more than 15 days after the original delivery date will not be accepted. Possible exceptions will be applied at LORDH's discretion.

Cambi online

Change requests must be notified to the email address: info@lordh.it  within 14 days of receiving the item to be replaced. 

Cancellations

It is not possible to cancel or cancel the order 3 days after the order request. Possible exceptions will be applied at LORDH's discretion based on the processing status of the request.

More information is available in the section FAQs