Returns Policy

RETURNS POLICY

Factory made items

All factory made shoes are subject to our standard returns policy; being, that they can be returned for a refund within 28 days of delivery for whatever reason. The shoes must be in unworn, original condition and returned in their original packaging. The shoe box must be wrapped carefully to avoid it being damaged in transit, otherwise a charge of £5 will be deducted from the refund. A refund minus total shipping costs (both ways) will be issued to the customer.

Made to Order Items

Our Made to Order service, the shoes are fully customisable, according to the customers needs, which allows our clients to decide the style, leather, size, sole and laces. When you order, your boots are custom made for you as we do not hold stock, so refunds will not be accepted. We do offer a size exchange as described below. 

Measuring Guidelines

Our shoe last is specific to our brand and size varies between brands and different international size standards. Please therefore measure your feet to be sure of your size prior to ordering. Please refer to our Verifyt QR code and /or size guide, both available on our website. All Made to Order customers will be sent our Verifyt QR code and manual measurement guide and will need to send us their tracings, scans and measurements prior to production.

Size exchange

We hope that you will be pleased with your purchase however if the size is not right, Gaucho Ninja offer an extended 28-day size exchange policy for all products that have not been worn or used. You must therefore notify us of your intention to return any items within 28 days of delivery your order. We will cover the cost of return shipping (except in the case of sale items) and send you return labels upon request, please email info@gauchoninja.com. We are unable to process size exchanges that are received outside of the 28-day time frame. 

Faulty Goods
If you believe a product is faulty, please contact info@gauchoninja.com as soon as you notice the defect and within 28 days of delivery of your order. If the reported fault is deemed to be a result of wear and tear, and the shoes have been worn, then we cannot accept responsibility. We will need to inspect the goods, so a collection of the product will be arranged. After reviewing the product, we will contact you to discuss the appropriate resolution. In this case we will offer a maximum of one remake.

Item Condition
It is particularly important to note that all products must be returned in the same unworn and unused condition in which they were received, without any signs of wear or use, please take care when first trying on your shoes, try on a carpeted surface to avoid any marking of the soles.

Colour Variation

We will not accept exchanges for colour variation. Please note that colours on our website will vary slightly depending how your monitor is calibrated. We do our very best to make sure all our images are true to the actual product you are purchasing but we cannot guarantee a perfect match every time due to almost limitless variations in home monitor set ups.

We work with natural materials (leather hides), each leather hide can vary and dyes differently, a slight colour variation may accrue, this is out of our control, we do our best to keep this as consistent as possible.

Cancellation

We do not accept cancellation of orders once they have been placed.