Returns and right of withdrawal

If you are buying as a consumer, you have the right to withdraw from the contract within 14 days of receiving the goods, with no penalty and without giving a reason (Articles 52 ff. of the Italian Consumer Code).

If your order contains several items delivered separately, the 14 days run from receipt of the last one.

Write to flystep.general@gmail.com within the 14 days, telling us:

• the name on the order
• the order number and the date you received it
• the items you wish to return
• the address the parcel should be collected from

You may use these words, or any other explicit statement: “I hereby give notice of withdrawal from the contract of sale of the following goods…”. We will reply with instructions for the return.

Return shipping is on us. You do not have to pay upfront and claim it back later: we arrange the collection.

The law would allow us to charge you for it. We have chosen not to: buying shoes online without trying them on is already an act of trust, and it seems wrong to make you pay for it.

You may try the shoes on as you would in a shop. They must come back to us intact, not worn outdoors, with a clean sole, complete with tags and in their original box, protected by an outer package.

If an item is damaged or has lost value through handling beyond what is needed to try it on, we may deduct a corresponding amount from the refund.

We refund the full amount paid within 14 days of receiving your notice of withdrawal. We may withhold the refund until we have received the goods back, or proof that they have been sent.

The refund is issued using the same payment method you used to buy, unless otherwise agreed, and costs you nothing. How quickly it appears then depends on your bank or payment provider.

The quickest route is to return the pair and order the right one: the new order leaves immediately, without waiting for the return. If you prefer a direct exchange, write to us and we will handle it, subject to availability.

The right of withdrawal does not cover goods made to measure or clearly personalised at your request (Article 59 of the Italian Consumer Code). Where that applies, we tell you before you buy.

A discount does not limit withdrawal: items bought on promotion or during sales can be returned on the same terms.

Withdrawal is one thing, the guarantee another. All products are covered by the 24-month legal guarantee of conformity from delivery, under Articles 128 ff. of the Italian Consumer Code.

If a pair has a conformity defect you are entitled to have it brought into conformity — repair or replacement — and, in the cases provided for, to a price reduction or termination of the contract. Write to us describing the problem and attaching a few photographs.

The guarantee does not cover normal wear from use, nor damage caused by improper use or incorrect care. Friulane have light rubber or leather soles: they were made for indoors and for strolling, not for mud.