Returns Policy

RETURNS & EXCHANGES POLICY - FOR ONLINE PURCHASES

SHOES

If you are not happy with the shoes you can either exchange them or get a refund*. *Excludes accessories, 'On Sale' Shoes and Dyed shoes

We will accept returns or exchanges of shoes bought at www.deseo.com.au returned in their original condition and packaging within 3 weeks of receiving the goods (excludes accessories, 'on sale' shoes and dyed shoes). We will only accept returns if you have applied for your RETURN EMAIL within 2 weeks of you receiving the product.

RETURNS & SHIPPING COSTS

Kindly note that the customer is responsible for all shipping and handling charges incurred when returning an item. The customer is responsible for ensuring that the returned item is delivered to DESEO safely. DESEO does not accept liability for customer returns that do not reach us. We recommend that you use a courier, registered or Express Post.

 

HOW TO GET YOUR RETURN

  1. Find the invoice email that we sent you and forward the email to returns@deseo.com.au explaining why you wish to return the item/s.
  2. We will send you a confirmation email once we have received and approved your request. ​Important: ​do not return the item until you receive the confirmation email from us.
  3. Once you receive the return confirmation email, safely post the item back to our store address.
  4. One the return item is received, we will process the refund back to the credit card or PayPal account that was used to complete the purchase.

*If you have any problems getting your return please don’t hesitate to contact us.*

 

'ON SALE', DYED SHOES AND ACCESSORIES

Discounted Shoes may be exchanged for a different size. We regret we are unable to accept returns or exchanges for sale items, dyed shoes and accessories like jewellery, shoe clips, hair pieces, foot care products, shoe care products and handbags unless faulty. Please note our items are not sold in "bundles" - the return of a pair of shoes for whatever reason does not mean you can return the accessories that were purchased at the same time as the shoes. If you are not sure, we recommend that you purchase your shoes first and then order any accessories at a later stage.

We cannot accept returns based on a discrepancy in the heel measurement or the way the colour is shown on the screen. Heel heights are actually determined by the size of the shoe. The heel measurements provided on our site are taken for all styles based on the size 7. The colours on the screen may appear slightly different to the real colours. Deseo will not accept any responsibility if the shoes do not fit as size measurements can vary between manufacturers and styles. We are happy to advise you from our experience however customers are ultimately responsible for choosing their own size.

EXCHANGES

Please note that it is only possible to request a size exchange. If you would like to exchange your item for a different style or product, we can simply refund your order and place a new one. We are not able to exchange credit store or gift certicates for cash.

REFUNDS

If you request a refund it will be credited to the credit card or PayPal account in your original order.

FAULTY GOODS

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Goods that are damaged as a result of normal wear and tear are not considered to be faulty.

Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size and colour, subject to availability. You will only receive a full refund if the item cannot be repaired or replaced.

We only work with the best factories in the world and we carefully inspect all items before sending so receiving a genuine faulty pair is very rare. You may find some little imperfections in satin, silk and pearled leather shoes if looking very closely at the shoes. These are normal in the process of manufacturing these kinds of shoes and are not considered faults. Shoes embellished with crystals are very delicate. The loss of crystal stones in a worn shoe will not be regarded as a faulty shoe and therefore will not be entitled to an exchange or refund. All items returned as faulty will be inspected and any items deemed to be subject to fair wear and tear will not be accepted as faulty. We reserve the right to reject a faulty good claim if we suspect that a customer is taking advantage of our returns policy. In case of a suspected faulty item please notify Deseo urgently.

LATE RETURNS

Deseo is unable to accept responsibility for any personal circumstances resulting in non- compliance of the 21 days return policy and will not accept any goods returned outside of the established period.

RETURNS & EXCHANGES POLICY - FOR IN STORE PURCHASES

Please note that when shoes are purchased in the Sydney store we are not able to give refunds, however we will gladly issue store credit for full price shoes, provided that they are returned in their original condition and packaging within 14 working days of buying the shoes.

We regret we are unable to accept returns or exchanges for the following items bought in the Sydney store: shoes on sale, dyed shoes, jewellery, shoe clips, hair accessories, foot care products, shoe care products and handbags unless faulty.

No returns will be allowed without a valid receipt.

FAULTY GOODS

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Goods that are damaged as a result of normal wear and tear are not considered to be faulty.

Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size and colour, subject to availability. You will only receive a full refund if the item cannot be repaired or replaced.

We only work with the best factories in the world and we carefully inspect all items before sending so receiving a genuine faulty pair is very rare. You may find some little imperfections in satin, silk and pearled leather shoes if looking very closely at the shoes. These are normal in the process of manufacturing these kinds of shoes and are not considered faults. Shoes embellished with crystals are very delicate. The loss of crystal stones in a worn shoe will not be regarded as a faulty shoe and therefore will not be entitled to an exchange or refund. All items returned as faulty will be inspected and any items deemed to be subject to fair wear and tear will not be accepted as faulty. We reserve the right to reject a faulty good claim if we suspect that a customer is taking advantage of our returns policy. In case of a suspected faulty item please notify Deseo urgently.

IMPORTANT INFORMATION

If shoes have evidence of being worn without foot socks or scuffed / pitted soles due to not trying on a carpeted surface these are not deemed suitable for an exchange. Please do take extra care of all goods to ensure they remain in the same perfect new condition as dispatched. If any items are returned in used or marked condition, we will not be able to process an exchange.