Return Policy

 
 

For online purchases SENTIERO will accept merchandise in its original condition for refund/exchange when accompanied by the original invoice. Returned merchandise must also include the original shoe box, dust bag, and adhesive sole tags and must be returned to us within 7 days from the date of delivery (i.e. your return shipment must be postmarked within 7 days from receipt of your order). 

We strongly advise all customers to check merchandise thoroughly upon delivery before removing the clear adhesive sole tag and before disposing of any original packaging. For any discrepancies with your order please contact us immediately.

All shoes must be tried on for fit and size on clean, carpeted surfaces only until you are sure that you will be keeping them. Our soles are very delicate and we cannot accept returns on shoes that appear worn or damaged. The sole must be in perfect condition. Returning shoes of which the soles appear damaged may result in a refurbishment fee or may be refused if unable to be refurbished for sale. We thank you for your understanding.

 

How to request a return: 

•Sign into your SENTIERO account and under Order History; select your order number containing the items you would like to return. 

• Click on REQUEST A RETURN and select whether you would like to return or exchange your item/s. 

• We ask that you select the reason why you want to send your item(s) back. If an item is faulty, please let us know in the comment box provided. 

• If you'd like to exchange an item for another size, please select the size you would prefer to have. Please do contact us if your size is not available. 

• Make sure you check the box to agree with our Conditions of Return. 

•Once you click SUBMIT RETURN, we will send you an email containing your Returns Merchandise authorization (RMA) number. 

 

Return shipping:

  1. Book a package collection with UPS by calling +1 800-823-7459

  2. Attach return label provided in package 

  3. Seal package with original receipt/invoice and wait for driver to collect

 

International returns:

Book a collection with DHL. To find the telephone number of your nearest DHL, visit www.dhl.com and select your country. Please give our account number as stated on your RMA email.

Sign four copies of the returns pro forma invoice that you received with your order (and fill in the DHL air waybill if applicable).

Then leave your package open until the driver has checked the contents.

 

To ensure that your return is processed as quickly as possible send all the items you wish to return from one order in one parcel.

Items should be returned new, unused and with all garment tags still attached . In addition, shoes should be returned in their original, undamaged shoe box as this is considered part of the product.

 

Exchanges:

Exchanging an item for a more suitable size is free of charge, however all exchanges are subject to stock availability. To exchange your item, follow the above steps ensuring you request an exchange and specify which size you require. 

As we are unable to exchange any item for an alternative color or style, we suggest that you return your purchase for a refund and place a new order for the preferred item. 

If you are located outside the US you will be required to pay additional taxes and duties on the replacement item. 

 

Faulty items:

An item is deemed faulty if it has been received by you in an imperfect condition or if there is a subsequent manufacturing fault within a period of 1 year after delivery. 

We do not consider wear and tear to be a fault; you may refer to our Product Care guide for further information.

All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.

Exchanges are possible subject to availability, should you prefer to have an exchange please let us know when you request your RMA number.

To return a faulty item to us, you should follow the standard returns process as detailed above.

 

Receiving refund:

Every effort will be made to ensure a prompt refund or exchange and an email notification will be sent once your return has been processed. Once your return is received it will be inspected. If the condition of the merchandise is acceptable then a credit will be issued to the original form of payment within 10 business days of receipt. Please note that depending on your financial institution, it may take additional 2-10 business days for the credit to post to your account.