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Return Policy

Our handcrafted shoes go through a long and meticulous process, from the minds of our designers to the hands of our craftsmen, in order to provide you with the perfect accomplishment of our vision for every model, until the very last detail.

Because of that, as you will undoubtedly understand, Carlos Santos has a strict return policy related to our MTO/Patine service. If you wish to return a pair of Carlos Santos shoes because they have a manufacturing defect or wrong size, it’s fundamental to make sure that you are returning them exactly as you received them in the first place, as we cannot accept scratched soles, creased leathers or damaged shoes.

So, a very important notice: please DO NOT bend the shoe as a way of assessing its comfort or flexibility, or in any other circumstance, because Carlos Santos Shoes WON’T BE ABLE to consider the damages caused as manufacturing defects. 


General Information

  • Carlos Santos Shoes does not accept the return of non-defective and damaged models. Tags, dust bags and original packaging must be included. 
  • Carlos Santos Shoes doesn’t make returns of used models and can only give your money back if the shoes have a manufacturing defect. 
  • If an item has a Carlos Santos Shoes security tag or brand tag attached, it must be returned with the tag in its original position.

Any returns that do not meet our policy will not be accepted.


How to Return an Item?

We recommend that you use the AWB sent together with packaging to ensure that it arrives at the relevant Carlos Santos. Shoes origin location within 8 days.

If you are a customer that isn't registered, please contact our Customer Care department:


Place the item in the box

You can use the original packaging of your order or another cardboard box as long as it is not damaged. If you use the original packaging, enclose only the product you wish to return. Do not forget that the original packaging should always be inside a second box;

Item collection

To request the collection(s) of products(s) to return, please contact UPS to book the pick-up. Before the pick-up, the items must be placed in the original packaging UPS/CS box and must be left open for the courier to check. Attach the shipping waybill and a Return form to the outside of your UPS/CS box and hand them to the courier. 

Contact the Customer Care Department

Please, contact our Customer Care Department to begin your order return process:

Cancelling an order

Most of our products are hand finished before sending. Therefore, if you wish to cancel your order you have 24hrs to do so. 

Please click here to cancel your order