Returns and Refunds

  • Can I change or cancel my order?

Yes, you can change or cancel your order within 12 hours of placing it.

To submit the request, simply contact customer service and provide the order details. You can contact us by clicking here.

However, this option is not possible for items ordered with the wording 'EXPRESS 48H'. As at the time of the request, the order may have already been shipped.

 

INFORMATION ON RETURNS AND REFUNDS

For all orders placed on Mush Kicks, returns can be made within 14 calendar days from the date of receipt of the order, unless the warranty seal has already been removed.. To submit the return request , simply contact customer service and provide the order details. You can contact us by clicking here.

To guarantee acceptance of the return, the following conditions must be respected:

  1. Items must be returned in the same condition they were originally sent. They must not have been worn, washed or altered in any way. The soles of the shoes must be in perfect condition and show no signs of use.
  2. The items must be returned including the original box, accessories and, above all, the original seal intact ( remove the seal only if you are sure you do not want to return the product: without it, your return will unfortunately be rejected out of hand) . It is essential to return the footwear and accessories in their original packaging. These packages must not be damaged, altered or used as shipping packaging.
  3. The package containing the return must be carefully packaged, preferably with a double layer of packaging (using the original Mush Kicks package or where not possible, a suitable cardboard box).
  4. The shipping label must be applied to the outside of the package and the return form must be included inside the package.

Mush Kicks reserves the right to refuse returns and/or request financial compensation if the items and/or packaging are damaged.

Once the return has been received, our team will evaluate the status of the returned goods. Please note that returns will not be accepted if the returned product is unsuitable for sale or does not correspond to the product originally ordered.

We will notify you promptly, via email or telephone, once we have received and inspected the returned product. If your return is rejected, you will be notified within 7 calendar days of receiving your return. The product will be returned to the address indicated by you, at your expense.

After the return has been examined and validated by our team, customer service will refund the amount corresponding to the value of the order placed (with the exception of the initial shipping costs of €9.90 for Italy. Also valid for orders with free shipping), using the original payment method used for the purchase.

Shipping costs related to the return of the goods are borne by the customer.

 

  • Orders with cash on delivery:
Once the return has been processed and accepted, you will be contacted by email. We will ask you for your IBAN in order to make the refund via bank transfer. Please note that the €5 cost associated with the cash on delivery fee will not be refunded.

 

  • Product defects:

Mush Kicks does not take responsibility for any problems with the workmanship of the shoe and the life of the pair once used.