Return policy

Return and Refund Policy - Avenue Martens

Our policy lasts 30 days . If 30 days have passed since your purchase, we unfortunately cannot offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in its original packaging.

Important note regarding shoes: We ask that you try on the shoes indoors, on a clean surface (such as a rug or carpet), to avoid marking the soles. If the shoes show any signs of external wear, we will not be able to accept the return.

Return process

To make a return, please follow these steps:

  1. Please contact us by email to inform us of your wish to return an item, specifying your order number.

  2. Carefully pack the item in its original packaging or suitable packaging to ensure its protection during transport. Please include proof of purchase (invoice or order number) inside the package.

  3. Send your return to the following address:

    Avenue Martens - Returns Department

Shipping costs

You will be responsible for paying your own shipping costs to return your item, unless the return is due to an error on our part or a defective item. Return shipping costs are non-refundable.

If you are shipping an item worth more than €75, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you of the approval or rejection of your refund based on the condition of the item.

If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within a few days. The refund will include the cost of the products and the initial standard delivery charges (if you paid for express delivery, the additional cost will not be refunded).

Defective or damaged items

We only replace items if they are faulty or damaged upon receipt. If you have received a damaged item, please contact us immediately with photos of the defect. In this case, we will cover the return shipping costs or offer you a suitable solution.

Exchanges

We do not currently offer direct exchanges. If you would like a different size or color, please return the original item for a refund and place a separate order on our website.

Delays or missing refunds

If you haven't received a refund after our confirmation, first check your bank account again. Then, contact your credit card company, as it may take some time for your refund to be officially posted.

If you have done all of this and you still have not received your refund, please contact us.