Changes, Returns and Claims

Find easily clicking on the list below how to do a change / or a return depending where you are or you need:

Change size / model

National (inside Spain:Iberian Peninsula)

Portugal and National (Canary Islands, Ceuta y Melilla)

International (outside Spain: Iberian Peninsula)

Returns

National (inside the 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 do not have to worry about anything. We pick up your shoes, check them and in 24-48h we will send you a new pair if everything is correct. So 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 € during the purchase process. Otherwise, the service cost 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 15 € the third and successive. 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 you can acquire it clicking here, before we ship your order. Once shipped, it is not possible to purchase the insurance. It wouldn't be valid. In case you placed after, it will 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 the these steps:

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

In the 'text field' of the step Address, write 'Change of size' and the day and time schedule (morning or afternoon) when the courier company will go to pick up the shoes. It is not possible to pick up the shoes on the same day that you do the size/model change.

Step # 2: Choose change size / model option

You do not have to pay anything if you activated in the last order the Size / Model Change Insurance. If you did not activate it, you will have to pay 8.95 €. This amount and any difference for model change (higher price) could be paid by the method you prefer at the end of this process.

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

After click the Change size/model a list will appear. Select the shoe (s) you want to change and click «Request change of this product» and let a few seconds to the page make the process.

Step # 3.1: Select between the options

Now the "Continue" button if you had the size/model change insurance (the amount on the screen will be 0 €). Or if there is any quantity to return to you. If in the screen appears any amount to pay (because if a change for a higher price model or you did not have size/model change insurance) choose the payment method you like to do it from the list: card, wire transfer, etc.

Step # 4: Prepare the shoes you want to change

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

Step # 5: Insert the box inside a plastic bag

If you return more than 1 box, put them into a single plastic box or wrap to make a unic package.

Step # 6: Give the box to the carrier

There is no necesity to put any label or address on the bag. The courier person will put it on when he/she pick 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) for the same payment method with which the initial payment you used.

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, Baleares, Ceuta and Melilla, the way of proceeding is different. Shipments are made through Certified Mail. You can contact with any doubt in the link before.

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

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

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

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

To make an exchange you have 30 calendar days from the reception's day of 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).

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

Before exchanging or returning a product, other customers have suggested to us that the best way to do it saving time, money, and reducing the risk of losing the package (therefore more money) 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 it on other things you really like instead of wasting it on shipping/taxes to return the pair (and with the risk of the package getting 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 above option 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*.

*They must be returned in their original box (or a similar one that 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.

2. International Change size & model process

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

If you need a international change size or model, the first thing is shoes have not been used.

Then, please, follow the next steps if you are in country A) or in a country 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*.

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 conditions we will refund you the money of the shoes returned.

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

B) Country Outside Europe (USA, Canadá, etc) and others that are far away from Spain/Europe*.

There is 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 has suggested the best way to do it making you save time, money, and reducing the risk of losting the parcel (so more money) is the next:

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, person of your zone, etc.

This way you are going to save your resources, time and money to spend in other things that you really like instead wasting it in shipping costs/taxes to sending back the pair (and with the risk of the parcel could get lost).

And also you are going to help that person giving something that will improve the health of their feet, making them their days even happier. They for sure will appreciate it a lot and will thank you every time they see you.

Option 2:

If you do not want to think about 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*.

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 conditions we will refund you the money of the shoes returned by the same payment method used.

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 the shoes/product must be in perfect condition and unused.

In case you want to give up his order, you can do it within a maximum period of 14 working days from the reception of his order, with the simple notification of his will in the following link to the subject: Customer Service.

The Administration Department makes the refund on the Friday of each week, by the same medium for which the order was made. Returns of payments made by card may suffer delays caused by the issuer of the card. Please contact your organization to update the card and reflect the refund.

In cases of big season of work and managements as Christmas or other holidays the refund could take a few days more, but do not worry, 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.

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.

Complaint forms

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