Changes / returns

Changes, Returns and Claims

Find easily, by clicking on the list below, how to request a change or a return depending on where you are:

Change size / model

National (inside Spain: Iberian Peninsula)

Portugal and National (Canary Islands, Ceuta y Melilla )

International (outside Spain: Iberian Peninsula)

Returns

National (inside Spain: Iberian Peninsula)

International (outside Spain: Iberian Peninsula)

1. National Changes of size/model (inside the Iberian Peninsula: Spain)

If you need to change size and/or model, ZaMi has a fast and efficient system where you don’t have to worry about anything. We pick up your shoes, check them, and within 24–48h we will send you a new pair if everything is correct. The product must be in perfect condition and must not have been used.

• This service is free if you activated the Size / Model Change Insurance for 1.99 € (only valid inside Spain) during the purchase process. Otherwise, the service costs 8.95 €.
• This Insurance is valid only for the first change of size / model of each new order. The second change has a cost of 8.95 € and the third and successive, 15 €. It is NOT possible to add insurance during an exchange process. The insurance is only valid for the first exchange of each new purchase.
• If you did not activate the Insurance, you can acquire it before we ship your order by clicking here. Once shipped, it is not possible to purchase the insurance. It wouldn’t be valid. In case you place it after, it will be reimbursed.
• The insurance does not cover returns. It is only for size and model changes.
• Free shipping over a certain amount is only for new orders; it does not apply to size/model change processes.

To start the change, follow these steps:

Step # 1: Make a new order with the new size or model.

Inside the cart, after checking that the model and size you want to exchange is there, press the "Next" button.

Choose the address for the change. The entire process will be done at that address. The courier will pick up the pair you have and then deliver the new size or model.

*It is not possible to make the change at different addresses.

*It is not possible to collect the shoes on the same day that a size or model change is requested.

Step # 2: Choose change size / model option

Now press "Next" until the last step, where the payment methods appear.

Among the payment methods you will see the "Change size and/or model" button.

Press it.

Step # 3: Select the shoe(s) you want to change from the list

Now the list of shoes you have at home will appear. Select the shoe you want to exchange and press “Request exchange for this product”.

If you want to exchange more than one, do it one by one.

Step # 3.1: Select between the options

Once this is done, you will see that the page will readjust the price according to:

If you had insurance change (remember this is only for inside Spain peninsula):

If it is a change of size or model of the same price: the change will cost you €0.
If it is an exchange for a higher price model, you will only have to pay the difference. Choose the payment method you want from the options. If it is an exchange for a lower price model, you will be refunded the difference in a few days using the same payment method.

If you didn't have insurance:

If it is a size or model change of equal value: the change will cost you €8.95.
If it is an exchange for a higher price model, you will have to pay the difference + €8.95. Choose the payment method you want from the options. If it is an exchange for a lower price model, you will be refunded the difference - €8.95 in a few days by the same payment method.

When you finish the above, press the "Finish" button.

Step # 4: Prepare the shoes you want to change

The shoes must not be used and must be returned in their original box, in perfect condition, and with all labels, insoles, laces, etc.

Step # 5: Insert the box inside a plastic bag

If you return more than 1 shoe box, put them together into a single plastic bag to make one package.

Step # 6: Give the box to the carrier

There is no need to put any label or address on the bag. The courier will attach it when picking it up.

Step # 7: If you have changed from a shoe model to a cheaper one

ZaMi will return the money (on Fridays of each week) using the same payment method as the original payment. During peak times (Christmas, summer, etc.) it could take a few more days. Please be patient. We will make the refund as soon as possible.

For any questions, please do not hesitate to contact us through the following link with the subject: Change of size and/or model.

*For the change of size in the Canary Islands, Ceuta and Melilla, the way of proceeding is different. Shipments are made through Certified Mail. You can contact us with any doubt using the link above.

*Size Change Insurance is not valid for international, Portugal, Canarias, Baleares, Ceuta and Melilla shipments.

*Size Change Insurance can only be used once per new order.

ZaMi do not refund any shipping cost. And it is not responsible of any fee/tax of the parcel.

Once the returned package has been received and verified, the order will be marked as 'Refund in Process'. The refund will be issued in the following days using the same payment method. You’ll receive an email once it’s completed. During peak times, such as holidays, the process may take a bit longer, but we’ll always handle it as quickly as possible.

Conditions and time to make an exchange (Spanish Peninsula and Balearic Islands)

To make an exchange you have 30 calendar days from the day you receive the package. After this time it will NOT be possible to make an exchange.

For an exchange to be accepted, the items must NOT have been used and must be in perfect condition (with all the labels that were inside when you received them). If not, it will be sent back to the customer.

Exchange/Return from Portugal, the Canary Islands, Ceuta and Melilla

Before exchanging or returning a product, other customers have suggested that the best way to do it—saving time and money and reducing the risk of losing the package—is as follows:

Option 1:

• Place a new order with the new size/model you need. The new one will then be shipped.
• Sell (or give away) the size/model you don't need to a colleague, friend, family member, local person, etc.

This way you will save resources, time and money to spend on other things you really like instead of wasting it on shipping/taxes to return the pair (and risking the package being lost).

Plus you’re going to help that person by giving them something that will improve the health of their feet, making their days even happier. I’m sure they’ll thank you every time they see you.

Option 2:

If you don’t want to consider the option above and return the pair for an exchange/return, the process is:

• Place a new order with the size/model you want.
• Return the other shoes*. Include the order or invoice number written inside so we can easily identify it.

*They must be returned in their original box (or a similar one you have) and in perfect condition with all the labels, soles, laces, ... to the following address indicating that you are returning from the Canary Islands, Ceuta or Melilla: Ask Customer Service here for the address.

Once the returned package has been received and verified, the order will be marked as 'Refund in Process'. The refund will be issued in the following days using the same payment method. You’ll receive an email once it’s completed. During peak times, such as holidays, the process may take a bit longer, but we’ll always handle it as quickly as possible.

2. International Change size & model process

The Size / Model Change Insurance is not valid for international shipments.

If you need an international size or model change, first make sure the shoes have not been used.

Then, please follow the steps below if you are in country A) or B):

A) Country inside Europe

The fastest and simplest way to get the new size/model is placing a new order:

1. Place a new order with the size/model you want. So the new one will be sent.

2. Return to us the other shoes*. Include the order or invoice number written inside so we can easily identify it.

They have to be returned in their original box (or in a similar one you have) and in perfect conditions with all the labels, soles, laces, ...

to the next address: Ask here to Customer Service to know the address.

Once we receive and check the shoes are in perfect condition, we will refund you the money for the returned shoes.

ZaMi do not refund any shipping cost. And it is not responsible of any fee/tax of the parcel.

B) Country Outside Europe (USA, Canada, etc.) and other countries far away from Spain/Europe*.

There are two options to do it.

Option 1:

*Consider this option if you live in a country far from Spain (and Europe): USA, Canada, Australia, ...

Other customers have suggested the best way to save time and money, and reduce the risk of losing the parcel, is:

1. Place a new order with the new size/model you need. So the new one will be sent.

2. Sell (or give) the size/model you don't need to a co-worker, friend, family member, local person, etc.

This way you will save resources, time and money to spend on other things you really like instead of wasting it on shipping costs/taxes to send back the pair (and risking the parcel getting lost).

And you will also help that person by giving them something that will improve the health of their feet, making their days even happier. They will surely appreciate it and thank you every time they see you.

Option 2:

If you do not want to consider the option above and return the pair to make a change, the process is:

1. Place a new order with the size/model you want.

2. Return to us the other shoes*. Include the order or invoice number written inside so we can easily identify it.

They have to be returned in their original box (or in a similar one you have) and in perfect conditions with all the labels, soles, laces, ...

to the next address: Ask here to Customer Service to know the address.

Once we receive and check the shoes are in perfect condition, we will refund you the money for the returned shoes using the same payment method.

ZaMi do not refund any shipping cost. And it is not responsible of any fee/tax of the parcel.

Discontinuance/Returns

1) National returns (Inside Spain & Balearic Island)

To return the shoes, the first thing is that the shoes/product must be in perfect condition and unused.

In case you want to return your order, you can do it within a maximum period of 14 working days from receipt of your order, with the simple notification of your will through the following link to the subject: Customer Service.

The Administration Department makes the refund on Fridays each week, using the same payment method used for the order. Returns of payments made by card may suffer delays caused by the card issuer. Please contact your organization to update the card and reflect the refund.

In peak times (Christmas or other holidays) the refund could take a few more days, but it will be made as soon as possible.

ZaMi do not refund any shipping cost. And it is not responsible of any fee/tax of the parcel.

Once the returned package has been received and verified, the order will be marked as 'Refund in Process'. The refund will be issued in the following days using the same payment method. You’ll receive an email once it’s completed. During peak times, such as holidays, the process may take a bit longer, but we’ll always handle it as quickly as possible.

2) International returns (from Outside Spain)

ZaMi do not refund any shipping cost. And it is not responsible of any fee/tax of the parcel.

Once the returned package has been received and verified, the order will be marked as 'Refund in Process'. The refund will be issued in the following days using the same payment method. You’ll receive an email once it’s completed. During peak times, such as holidays, the process may take a bit longer, but we’ll always handle it as quickly as possible.

Complaint forms

Any claim can be made at the following link: Customer service.