Returning your purchase

Once you pretend to return your purchase you have two options:

First you can return it right away when you receive it, if you don't intend to have it. You will need to fill the form that comes in the box, revealing your reasons. Please leave your package open until the driver has checked the contents. Sign the returns pro forma invoice that you received with your order (and fill in the DHL/TNT air waybill if applicable). Please notice that you only have 14 working days to return your purchase, after you receive it, so if you don't return at the delivery moment, you'll have to fill these online form, so we can schedule a new colect. There is no charge to exchange items for a different size, however all exchanges are based on stock availability. Shipping is also free on the replacement item, but if you are based outside the EU you will need to pay taxes and duties on this. Returns can be collected from your home, work or alternative address. In both cases you will be notified by email once your return has been received and processed. The items must be returned from the same country to which they were delivered. This ensures that your return is covered by our free returns policy and reaches us promptly. For more information, please contact customercare@relyquia.com.

Exchanges

Please note that we are only able to offer size exchanges. There is no charge to exchange items for a different size, however all exchanges are based on stock availability.

Return Policies

Items should be returned new, unused, and with all RELYQUIA  and designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer. Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return. Please email customercare@relyquiashoes.com if any of your purchases have been delivered without RELYQUIA tags. All items returned should have a Return Merchandise Authorization (RMA) number. Unidentified returns may be returned to the sender.

Shoes

All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.

Gift Returns

If you have received an item as a gift, you may exchange it for a store credit to your Relyquia account (you will need to register your details). The amount is automatically deducted from your next purchase and will be valid for six months. Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties. To arrange a return, please email customercare@relyquiashoes.com and don't forget to specify the buying receipt.

Late Returns

Your item(s) should be sent back to us within 14 working days. Returns outside these time frames may be accepted at the discretion of RELYQUIA and may only be refunded as credit to our e-store. In this situation please email customercare@relyquia.com.

Faulty Goods

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within one month of purchase. Please note that items that are damaged as a result of 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, subject to availability. For all faulty items outside of our Returns Policy, please contact  customercare@relyquia.com

Receiving a Refund

Your refund will either be credited to the original purchaser's credit card or RELYQUIA account and will include shipping costs for faulty items or for orders canceled under the DSRs only. Shipping costs will not be refunded for items returned using our free collection service. If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable through RELYQUIA. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise. Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

Important Information

We have made every effort to display as accurately as possible the colours of our products that appear on RELYQUIA. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.

- All items are quality controlled and checked for any faults before they are dispatched to customers.

- In case, you receive an item that is not in perfect condition please contact us immediately.

- Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

- Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.

- Free collection does not apply to items returned from a different country to the original shipping destination or to orders cancelled under the DSRs.

- We prefer that items are returned to us via TNT or DHL to ensure that they are protected and insured during transit. However, you may return the goods by any secure means. Our address for all returns is:

Firstalent

RELYQUIA

PO Box: 4518

PC Romariz - Santa Maria da Feira

Portugal

We request that you contact us at customercare@relyquia.com in relation to such returns. Please note that we may not accept liability for goods that are not returned via DHL or TNT.

Cancelling your order under the Distance Selling Regulations

If you are based in the EU under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice any time after your order has been placed, up until 14 working days from the day after you received you order.

You must notify customer care in writing of your wish to cancel the contract for your entire order under the DSRs any time after your order has been placed, up until 14  working days from the day after you received you order. Either email customercare@relyquia.com or write to us at:

Notice of Contract Cancellation

Customer Care Department

- On receipt of your notice of contract cancellation, customer care will email you a Returns Merchandise Authorisation (RMA) number. Please complete this on the returns pro forma invoice that you received with your order, and include it with your return so we can process your refund promptly.

- We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us at:

Firstalent

RELYQUIA

PO Box: 4518

PC Romariz - Santa Maria da Feira

Portugal

- Please retain proof of sending, in case of a dispute.

- Please note that you must cover the cost of the return shipment, as our free collection service does not apply to orders cancelled under the Distance Selling Regulations.

- All items must be returned unused, in their original condition and from the country that the order was delivered to.

- We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation any time after your order has been placed, up until 7 working days from the day after you received your order, as described above.