Refund policy
Return Policy
We want you to groove your purchase, but if you're not completely satisfied, we’re here to help. Please read and carefully follow our return policy, briefly summed up below:
1. Return Period
Items can be returned only within 14 working days from delivery of the parcel. After this period, we regret that we cannot offer you a refund.
We do not accept in-person returns.
2. Conditions for Returns
To be eligible for a return, your item must meet the following conditions:
• It must be in its original, unworn, unaltered and unwashed condition.
• The item must have all original tags still attached.
• The item must be returned with original packaging, wrapping and other accessories (dustbin, covers, belts, straps, laces, or logo pendant.), or in an equally secure outer box.
• The shoes’ soles must be returned in perfect conditions and should not show any use signs.
• Shoes and accessories must be returned in their original packaging that should not be damaged or altered or used as the packing box for shipment.
• Return authorized by Groovin must be shipped from the same shipping country Groovin sent the parcel to.
3. Non-Returnable Items
The following items cannot be returned:
• Sale or discounted items
• Gift cards
• Items marked as "final sale" or “non-returnable"
• Undergarments/briefs
4. How to Return an Item
To initiate a return, please follow these steps:
• Contact our customer service team at ask@groovin.store within 14 days of receiving your order. Provide your order number, the item(s) you wish to return, and the reason for the return.
• We will send you detailed instructions on how to return your item.
• Once the return request is open and authorized, the item(s) must be sent to us immediately.
• Pack the item securely and send it back. Groovin is not liable for the return package. Returns should have a copy of the invoice inside.
• For EU customers, returns are organized and paid for by the customer. Groovin is not liable for the return package, and we strongly recommend using a trackable shipping service with insurance.
• For non-EU customers, please contact ask@groovin.store and we will provide you with the necessary documentation and DHL return shipping label at your request. Please note that if you have accepted an international return shipping label from us, the fee will be deducted from your total refund amount.
Groovin reserves the right to refuse returns that have not been properly authorized or sent not in accordance with the return policy of Groovin.
In these cases, Groovin can return the box to the sender at the original shipping address.
5. Shipping Costs
Please note that the shipping fee will be deducted from your total refund amount. Shipping costs vary on the items to be returned. Shipping fees: in order to ship items to Italy the cost vary depending on the country of origin.
Here are the general shipping rates:
• Italy: €20
• EU: €30
• Outside EU: €70
Please note that customs duties and taxes may apply to international orders and are the responsibility of the customer.
Authorized returns must be shipped using the carrier suggested by Groovin in the email providing the return instructions. Groovin reserves the right not to accept returns in case the delivery of the parcel entails extra costs for Groovin.
6. Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method excluding the cost of the original shipping fee and any duties or taxes incurred. Please allow 5-7 business days for the refund to be reflected in your account.
For orders made by credit card, the amount to be refunded will be visible on the next bank statement of the card. The time of processing may vary depending on the issuing company of the credit card.
Refund is made on the same currency of the original order. Possible difference in the refunded amount may depend on variations of the currency exchange rate and it will not be refunded.
7. Exchanges
Currently, we do not offer exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item. The new exchanged item can be returned following the same procedure.