Refund policy

Your order can be cancelled if it has not yet been shipped. In this case, you should contact us via email at site@gutten.pt to inform us of your cancellation.

To make a return or exchange, you have a period of 14 days after receiving your order.

You can return or exchange an item under the following conditions:

Due to withdrawal – The customer may return the item if they are not satisfied with it. In this case, the item must be returned in its original packaging and with its original tags, and it must not show any signs of use. To do this, the customer should contact us at site@gutten.pt.

If the item is in its original condition, www.guttenshoes.com will refund or exchange the item within a maximum period of 14 days, either for the value of the item or for another item. In case of an exchange for an item with a different price, the difference will be covered either by www.guttenshoes.com or by the customer, respectively.

Exchange for size/color or another item – The customer can exchange the item for a different size, color, or for other items. They must indicate which new items they wish to receive. If the value of the exchanged items is lower or higher than the original order, the customer will be refunded or will need to pay the difference. In these cases, the customer is responsible for the shipping costs to www.guttenshoes.com, and www.guttenshoes.com will cover the return shipping to the customer. The exchange is made through the following link:
https://guttenshoes.com/apps/trocas_e_devolucoes

Due to a defect in the item – If the item has a defect, the customer should contact www.guttenshoes.com through the link https://guttenshoes.com/apps/trocas_e_devolucoes, informing us of the item’s condition and describing the defect. They must indicate the reason for the return and attach a photo of the item and the defect so we can process the claim.

If www.guttenshoes.com confirms the defect or non-conformity and validates the reason for the return, we will send a replacement item and cover the shipping costs. In the event of out-of-stock items, the customer will be refunded within a maximum of 14 days for the item’s value and any initial shipping costs, if applicable.

In cases of returns/exchanges where www.guttenshoes.com is not at fault, the customer is responsible for the shipping costs to return or exchange the items.