• Return your original purchase and place a new order online; or
• Exchange it at an official PAEZ store, subject to the conditions explained below.
  
  To request a return, please access our returns platform, Rever, and follow the instructions provided

• You may try on your footwear indoors, on a clean surface, as you would in a store. Please keep the product clean and complete, with all labels, accessories and original packaging. The product box must not be used as the shipping box: please place it inside suitable protective packaging before returning it.
• During the statutory 14-day withdrawal period, PAEZ may deduct from the refund any loss in value caused by handling or use beyond what is reasonably necessary to check the product’s size, characteristics and fit.
• PAEZ voluntarily extends the return period from 14 to 30 days. Returns made between the 15th and 30th day will only be accepted if the product is unworn, clean, complete and returned with its labels and original packaging.

- For products purchased at full price, PAEZ provides a prepaid Rever return label at no cost to the customer.

- Sale and discounted products may also be returned within 30 days

• If you return your complete order within the statutory 14-day withdrawal period, we will refund the cost of standard delivery.
• If you return only part of an order, the original delivery cost will not be refunded, as the delivery service was also provided for the products you decided to keep.
• For voluntary returns made between the 15th and 30th day, the original delivery cost is not refundable.
  

- Once we receive and inspect your return, the refund will be issued to the original payment method. We normally process approved refunds within 7 to 10 business days. Depending on your bank or payment provider, the amount may take a few additional days to appear in your account.
- If the returned product shows signs of use beyond what is reasonably necessary to try it on, the refund may be reduced to reflect the resulting loss in value. We will inform you if this applies.

• Made a mistake and need to cancel your order? It happens to the best of us (hope you don’t regret it though!). If your order hasn’t been processed yet, we’ll try to cancel during the 24-hour period after you completed your order, and we’ll always try to it before it leaves our warehouse!
• Send us an email to onlineshop@paez.com with your order number indicating that you want to cancel your order and we will let you know if we are able to do so.
• We know that such errors can happen, but please understand that due to logistical reasons we may not be able to cancel your order as quickly as we would like. Rest assured that we want you to be satisfied at all times.
  

• That shouldn’t happen at all! Most customers receive a confirmation e-mail within the first thirty minutes of completing their purchase. There are some cases where the confirmation e-mail ends up in the spam folder, depending on your e-mail provider and/or configurations. Before contacting the team at onlineshop@paez.com please check it first.
• If not, please bear in mind that we’ll always do our best to assist you! We want you with our shoes, looking your very best (that’s why we do what we do!)

• Another situation that shouldn’t happen… at all! And we apologize so much for it. But it can happen, because we’re all human, and we can make mistakes as much as we work hard to avoid it. With that being said, there’s always a solution. Reach out to us if you haven’t received any communications from us in three business days.

• At the moment we only accept Euros (€), but we are working to enable payments with more currencies.

• We accept VISA, Mastercard, PayPal, Amazon Pay, Apple Pay and Google Pay. We are working on enabling more payment references. Stay tuned

• Fully, our website uses SSL and you can pay with credit/debit card or PayPal. Do not worry! :)

• Please click here to find more about the shipping for different countries.

• We ship to all countries inside the EU, and selected non-EU countries (Switzerland, and Turkey).
• Please note that shipping towards non-EU countries and select regions in EU that are subject to a customs clearance process (including Andorra, Canary Islands, Norway, and Serbia) may be subject to additional duties, taxes, or fees imposed that are not covered by Paez. We recommend checking with your local customs office for more information.

Oops! We usually send a confirmation email very quickly, so if you haven't received an email check your spam just in case!

If it is not there, send us an email to onlineshop@paez.com and we will check if there has been any error.

The expected day of delivery can be seen in the checkout process, for the location you want your Paez delivered or here.

• If you’re having trouble applying a coupon or a discount code to your order, no need to worry! Just send us an email, with all relevant information to onlineshop@paez.com and we’ll take care of the rest. If you have a promocode, it can only be used in products that aren't on discount. Discounts are not cumulative.

• You can add a discount coupon or a promocode in two different stages of finishing your purchase. When reviewing your shopping cart, or during checkout. After applying your code, the discount will be deducted automatically from the amount.

• Oh geez, we're sad to hear about that (but at the same, good on us, right?) While we’re unable to provide specific dates for restocks, you can always stay on top of any news, by subscribing to our newsletter.

- You don’t have to create an account to order. But if you do, you can enjoy the following features:
• Order history
• Save your address, for quicker purchases
• Access to your wishlist

- Yes. Online purchases, including sale products, may be exchanged at an official PAEZ store within 30 days of delivery. Online purchases cannot be returned for a refund in a physical store. Refunds must always be processed through our online team.

Please bring:
- The product you wish to exchange;
- Its original packaging and accessories; and
- Valid proof of purchase, such as your order confirmation or invoice.

- You may exchange your purchase for any available product. If you want exactly the same model in another size or colour, we recommend calling the store before visiting, as that specific product may be temporarily unavailable or awaiting restock. All exchanges remain subject to product availability and must be completed within the original 30-day period. Waiting for a restock does not extend the exchange deadline.

- If the new product is more expensive, you can pay the difference directly in store.
- If it is less expensive, you may choose between:
- Contacting onlineshop@paez.com (mailto:onlineshop@paez.com) so that the difference can be refunded through the appropriate online process; or accepting a store credit voucher for the difference, valid for purchases made in an official PAEZ store.

- Products purchased in an official PAEZ store, including sale products, may be exchanged within 30 days of purchase.
- Physical stores accept exchanges only. We do not offer refunds for a change of mind on purchases made in store.
- The product must be unworn, clean and complete, with its labels, accessories and original packaging. Valid proof of purchase is required.
- Products may be exchanged at any official PAEZ store, except El Corte Inglés corners and independent retailers or wholesale partners.

- If you do not wish to choose another product immediately, the store may issue a store credit voucher. The voucher:
- Is valid for six months from its date of issue;
- Can only be used in official PAEZ stores;
- Cannot be exchanged for cash; and
- Cannot be renewed after its expiry date.

These conditions apply to voluntary exchanges and do not limit your legal rights if a product is defective.

- Purchases made at the PAEZ pop-ups at Casa da Cultura, CascaisShopping or NorteShopping may be exchanged at any of these locations.
- The exchange must be completed within 30 days of purchase and valid proof of purchase is required.
- We recommend contacting the location before visiting, particularly if you need a specific model, colour or size

- All purchases made at El Corte Inglés must be handled directly by El Corte Inglés and are subject to its own returns and exchanges policy.
- PAEZ stores and paez.com cannot process exchanges, returns or refunds for products purchased at El Corte Inglés.
- If a PAEZ corner is temporarily or permanently closed, El Corte Inglés will continue to assist customers through its stores or customer service.

- Products purchased from an independent retailer, wholesale partner or any other third-party seller must always be returned to the original seller.
- The retailer that sold the product is responsible for processing exchanges, returns and legal guarantee claims in accordance with its own policy and applicable consumer law.
- PAEZ cannot issue a refund or exchange for a purchase made through another seller.

- If you believe that a product purchased through paez.com is defective or does not conform to your order, please contact **[onlineshop@paez.com](mailto:onlineshop@paez.com)**.

Please include:
- Your order number;
- A brief description of the issue; and
- Clear photographs showing the product and the reported defect.

- Our team will review the case and explain the next steps. When the claim is accepted, PAEZ will cover the necessary return transport costs.
- For products purchased in an official PAEZ store, please visit one of our stores with the product and valid proof of purchase, or contact **[onlineshop@paez.com](mailto:onlineshop@paez.com)** for assistance.
- Products purchased from El Corte Inglés or another retailer must be handled by the seller from whom they were purchased.
- A defective-product claim is different from a voluntary return or exchange. Your statutory consumer rights remain applicable throughout the relevant legal guarantee period.