You can return (totally or parcially) your order withing the next 14 natural days from the day you receive it.

Procedures:

In order to proceed with the online return, send an e-mail to info@kicksnew.com with the subject “Return + Order Number”. Make sure to specify on your message which products you wish to return.Go to the nearest kicksnew store to make your change or return.

It is essential that the items you want to return are in perfect conditions, with its original packaging, tags, as well as unused and unwashed.

1.Online Return

• Print your order’s invoice or the return form and fill it in. Place it inside the box. If you don’t have a printer, grab a sheet of paper and fill it in by hand!

• Put the items to return inside a protection box. You can use the same box you received them in. Make sure that the original packaging is protected and packed correctly so that it is not damaged during shipping.

• Send the package. Customer is responsible for the return shipping costs. Use a shipping company of your choice. The box must include your sender information and the shipping address indicated below:

 

• Receive your refund. Once your package arrives to our headquarters and we have verified they are in the conditions mentioned above we will proceed to process the corresponding refund.

• The refund can take up to a maximum of 10 business days and will be made through the same payment method you used to purchase your order.

2.Exchange or Return in-store

You can go to any of our physical stores (see stores) with the items to return or exchange along with the Original Ticket. 

Remember that the items must be returned in its original packaging and in its unused, unaltered, unwashed condition.

The store will process your return and inform our return center that will refund you the corresponding amount through the same payment method you used.

Please note that it can take up to 10 business days to process your returns.

3.Online Exchange

We don’t accept online exchanges.

Go ahead and return the item or items you wish, following any of the procedures mentioned above and place a new order for the item that you actually want.

4.Return an “Express Order”

"Express Orders" are made in-store and sent to the address that the customer wishes.

In this type of orders, there is no refund. A voucher with no expiration date will be issued instead with the corresponding amount.

You can also return your “Express Order” through the “Online Return” or “In-Store” procedures mentioned above.

Additional Notes

You are expected to handle the items in the same way you would in-store, until you decide to keep them.

As mentioned before, all returned items must be unused, complete, labeled and in their original packaging. In case of defiance, the customer is responsible for any decrease in the value of the articles and your return may be denied.

Claims Policy in case of Manufacturing Defect

As a consumer you are entitled to the legal guarantee of the country you reside in.

Under the legal guarantee, products must:

1. Not present any quality defects at the time of delivery.
2. Meet the features and standards indicated in the offer.
3. Ensure the necessary characteristics for use under normal conditions.

However, if any product delivered by us has an unexpected defect or violates the legal guarantee in any other way, don’t hesitate to contact us by sending an e-mail to info@kicksnew.com with the subject “Defect + Order Number”. Make sure to clearly expose the article’s defect.

We suggest you:

1. Precisely describe the manufacturing defect.
2. We appreciate it if you include several photos or videos that precisely show the problem and the overall condition of the article.

kicksnew will evaluate the case and once your request is confirmed we will manage a pick-up of the defective product. We follow a rigorous protocol and once we confirm the condition of the articles we will proceed to reimburse the corresponding ammount.