Refund policy

General Return Conditions

If you are not satisfied with your order, you may request a size or model exchange, a gift card, or a return within 30 calendar days from the date you receive your order, in accordance with current regulations.

The gift card option are free of return shipping costs.
If you request a refund, the return shipping costs will be borne by the customer.

Products must be unused, in perfect condition, and returned in their original packaging. We take great care of our shoes and kindly ask that you return them in the same condition in which you received them 🙂
Returns will not be accepted for products that show signs of wear or have been damaged after delivery.

PORTUGAL (EXCLUDING MADEIRA) - Size or model exchange

The first size or model exchange is FREE.
If you wish to exchange your item for a model of lower value, the price difference will be refunded using the same payment method used for the purchase.
A second size exchange will incur a fee of €6.50.

How to request an exchange

Enter our returns portal by entering your order number and the email address or postal code associated with your purchase.
Request a size or model exchange and follow the steps until you select the new pair you want.
Select a UPS drop-off location and follow the instructions provided. Please note that the return label is valid for 20 days from the date it is issued, so the package must be sent within this period.
Once the package is delivered to us, your new order will be processed and the new pair of MEXAS will arrive within 4–7 business days.

Packaging instructions

Place the MEXAS in their original box, including all the original packaging you received with your order. If your order included a keychain, please remember to return it as well.
Please don’t forget to include the delivery note, as it is very important for us to identify your order.
If you can’t find the delivery note, please include a note with your name, order number, and the model and size you are sending back.
Please reuse the same bag or box in which your order arrived (it has a second adhesive strip designed for returns).

REST OF EUROPE - Size or model exchange

A size or model exchange incurs return fees:
- €10 for the return of one pair of MEXAS
- +€1 for each additional pair returned
If you wish to exchange your item for a model of lower value, the price difference will be refunded using the same payment method used for the purchase.

How to request an exchange

Enter our returns portal by entering your order number and the email address or postal code associated with your purchase.
Request a size or model exchange and follow the steps until you select the new pair you want.
Select a UPS drop-off location and follow the instructions provided. Please note that the return label is valid for 20 days from the date it is issued, so the package must be sent within this period.
You will receive a payment link as part of your return request.
Once the package is delivered to us, your new order will be processed and the new pair of MEXAS will arrive within 4–7 business days.

Packaging instructions

Place the MEXAS in their original box, including all the original packaging you received with your order. If your order included a keychain, please remember to return it as well.
Please don’t forget to include the delivery note, as it is very important for us to identify your order.
If you can’t find the delivery note, please include a note with your name, order number, and the model and size you are sending back.
Please reuse the same bag or box in which your order arrived (it has a second adhesive strip designed for returns).

GIFT CARD

If your size is no longer available, you may choose a gift card instead of requesting a refund.

In this case, we will cover the return shipping costs and send you a discount code by email for the full amount of your order once the return is in progress, so you can use it whenever you like.

The gift card is valid for one year from the date of issue and is non-refundable.

How to request a gift card

Enter our returns portal by entering your order number and the email address or postal code associated with your purchase.
Select “Return the product.”
Choose the reason for the return.
Confirm your shipping address to generate the return label. You will receive it by email and can use it to drop off the package at any UPS office. Please note that the return label is valid for 20 days from the date it is issued, so the package must be sent within this period.
Select the option “Refund as a gift card.”
Once the package arrives at our facilities, you will receive the gift card code by email.

Packaging instructions

Place the MEXAS in their original box, including all the original packaging you received with your order. If your order included a keychain, please remember to return it as well.

Please don’t forget to include the delivery note, as it is very important for us to identify your order.
If you can’t find the delivery note, please include a note with your name, order number, and the model and size you are sending back.
Please reuse the same bag or box in which your order arrived (it has a second adhesive strip designed for returns).

PORTUGAL (EXCLUDING MADEIRA) - Returns

Returns incurs return fees:
- €6,5 for the return of one pair of MEXAS
- +€1 for each additional pair returned
These fees will be automatically deducted from the refund.

How to request a return

Enter our returns portal by entering your order number and the email address or postal code associated with your purchase.
Select the option “Return the product.”
Select a UPS drop-off location and follow the instructions provided. Please note that the return label is valid for 20 days from the date it is issued, so the package must be sent within this period.
As soon as the product arrives at our warehouse and we check it, we will proceed with the refund. This step can last from 7 to 10 working days.

Packaging instructions

Place the MEXAS in their original box, including all the original packaging you received with your order. If your order included a keychain, please remember to return it as well.
Please don’t forget to include the delivery note, as it is very important for us to identify your order.
If you can’t find the delivery note, please include a note with your name, order number, and the model and size you are sending back.
Please reuse the same bag or box in which your order arrived (it has a second adhesive strip designed for returns).

REST OF EUROPE - Returns

Returns incurs return fees:
- €10 for the return of one pair of MEXAS
- +€1 for each additional pair returned
These fees will be automatically deducted from the refund.

How to request a return

Enter our returns portal by entering your order number and the email address or postal code associated with your purchase.
Select the option “Return the product.”
Select a UPS drop-off location and follow the instructions provided. Please note that the return label is valid for 20 days from the date it is issued, so the package must be sent within this period.
As soon as the product arrives at our warehouse and we check it, we will proceed with the refund. This step can last from 7 to 10 working days.

Packaging instructions

Place the MEXAS in their original box, including all the original packaging you received with your order. If your order included a keychain, please remember to return it as well.
Please don’t forget to include the delivery note, as it is very important for us to identify your order.
If you can’t find the delivery note, please include a note with your name, order number, and the model and size you are sending back.
Please reuse the same bag or box in which your order arrived (it has a second adhesive strip designed for returns).

DEFECTIVE PRODUCTS

If you believe your product is defective, please contact us at buenasvibras@mexas.co, attaching photos and a brief explanation of the issue.
We offer a 3-month warranty from the date of purchase.
This warranty covers manufacturing defects such as detached soles, broken straps, or other production faults.
We will review each case and get back to you with a solution as soon as possible.