Returns, Exchanges, and Refund Policy

Return and exchange eligibility

Eligible return or exchange requests must be submitted within 7 calendar days after delivery. Items must be unused, unworn, undamaged, clean, and in resalable condition with the original box, dust bags, tags, inserts, accessories, and protective packaging.

Because shoes are personal wear items, any sign of wear can make the item ineligible. This includes outsole marks, creasing, odor, stains, scuffs, stretched leather, altered laces, removed tags, missing packaging, or damage caused during customer handling.

• Try shoes indoors on a clean, soft surface only.
• Do not remove tags or protective materials until you are keeping the item.
• Keep all packaging until the 7-day request period has passed.

Refund rules

Cuerzo does not accept refunds for fit preference, change of mind, style preference, size selection error, delayed customer response, or normal signs of leather variation unless a verified product quality issue is confirmed.

If a quality issue is verified, Cuerzo may offer repair, replacement, exchange, store credit, or refund depending on the product condition, timing, stock availability, and legal requirements that apply to the order.

• Used or worn shoes are not eligible for refund unless the issue is a verified quality fault.
• Returned items that fail inspection may be sent back to the customer.
• Original shipping charges, duties, taxes, or return shipping costs may be non-refundable unless required by law or caused by a verified Cuerzo error.

Exchanges

Exchange requests are accepted within 7 days when the item is eligible and the replacement size, color, or model is available. Exchanges are not guaranteed until the returned item passes inspection and the replacement inventory is confirmed.

If the requested replacement is unavailable, customer service may offer another size, another product, store credit, or a case-specific solution.

Product quality issues

If you believe the product arrived defective, damaged, or materially different from what you ordered, contact us as soon as possible through online chat or [email protected]. Include your order number, a description of the issue, and clear photos of the shoe, sole, packaging, and shipping box.

Natural leather grain, small shade variations, hand-finishing differences, and normal creasing from wear are not automatically considered defects. Each quality claim is reviewed based on product type, expected material behavior, and evidence provided.

How to request a return or exchange

Do not send products back without contacting customer service first. Unapproved returns can be refused, delayed, or returned to sender.

After your request is reviewed, customer service will provide instructions. Pack the item securely inside a protective shipping box; do not use the shoe box itself as the outer shipping box.

• Contact online chat or email [email protected] within 7 days of delivery.
• Provide your order number, email address, requested resolution, and photos when relevant.
• Wait for return instructions before shipping the item.