Shipping and refund

Terms and Conditions of Sale

Everything you should know before making your purchase

At Lazo y Duque, we have nearly a century of experience in manufacturing top-quality footwear, and we strive to offer you a satisfying and secure shopping experience on our website.

We take pride in guaranteeing an environment committed to the rights of our users and customers; therefore, we recommend that you read these terms carefully before completing your purchase and contact us regarding anything you believe requires further clarification.

WE GUARANTEE YOUR TRUST

These General Terms and Conditions, together with any Specific Terms that may be established, govern the legal relationship arising from the contracting processes formalized between: LAZO Y DUQUE S.L. and the users of its online store provided through the website LAZOYDUQUE.COM and its associated links LAZOYDUQUE.COM, accessible to any user who complies with all terms stipulated in these General Terms and Conditions and the specific terms of the respective domains.

This document is available at all times for reading and printing on this website and in the purchase confirmation email sent to our customers, as established by Royal Decree 1906/1999 regulating Telephone or Electronic Contracting and Law 7/1996 on the Regulation of Retail Trade (as amended by Law 47/2000 of December 19) regarding distance selling provisions in Articles 38 et seq.

LAZO Y DUQUE S.L. Information:

LAZO Y DUQUE S.L.

Tax ID (NIF): B21003769

Address: PARQUE INDUSTRIAL Y TECNOLOGICO NAVE A07 C.P 21600 VALVERDE DEL CAMINO (HUELVA), SPAIN

PURPOSE

These Terms and Conditions govern the relationship between LAZO Y DUQUE S.L. and customers who purchase products offered on our website.

These terms become legally binding upon the purchase of any product offered on the website LAZOYDUQUE.COM.

The main characteristics of each product are detailed on their respective product sheets or sections (features, price, special offers, discounts, etc.).

Special offers will be clearly identified as such, indicating both the previous price and the promotional price.

CHARACTERISTICS OF OFFERED PRODUCTS

Our e-commerce store offers footwear and accessories (hats, bags, belts).

All these orders are individualized and handcrafted by our expert artisans.

Special offers will be displayed as such and will remain valid while visible on your screen. Such offers may be amended or canceled without prior notice.

ORDER VALIDATION

Once the purchase has been made and as promptly as possible—always within 24 hours of placing the order—LAZOYDUQUE.COM will send an order confirmation via email. If you disagree with any information contained in said confirmation, you may request its modification or the cancellation of the contract.

In any case, this communication must take place within 24 hours of order confirmation by emailing INFO@LAZOYDUQUE.COM, provided the item has not yet been manufactured.

TECHNICAL MEANS TO CORRECT ERRORS

If the Customer makes an error when entering data, it may be edited at any time in the "My Profile" section.

If an error occurs during the ordering process, it can be corrected at any stage prior to finalizing the purchase.

If the modified information concerns the delivery address, it may be amended provided the order has not yet been processed and the change is notified by email to INFO@LAZOYDUQUE.COM. If the modification is communicated after the package has been shipped and returned to our facilities, shipping costs for the second delivery attempt will be charged once the condition of the goods has been verified.

SHIPPING COSTS AND DELIVERY TIMES

Shipments will be dispatched once your order is confirmed and payment is cleared as outlined in "Payment Methods".

Prior to shipment, you will receive an email confirming your purchase with an assigned order number.

Shipping costs will appear in the order summary and are calculated automatically based on the items purchased.

At Lazo y Duque, shipping fees vary depending on whether the order is placed from Spain or abroad.

Orders within Spain

Shipping costs for orders within Spain depend on the selected payment method, regardless of the province of delivery.

Options include:

- Bank transfer or cash deposit into our bank account: free shipping.

- Credit card: free shipping.

- PayPal: free shipping.

- Cash on delivery (COD): €3.50 shipping fee.

- Shipping to the Canary Islands: €10.00.

- Shipping to the Balearic Islands: €10.00.

*All prices include VAT.

CUSTOMS AND TAXES

For international orders outside Spain (excluding Ceuta, Melilla, and the Canary Islands) and outside the European Union, all shipments are subject to customs clearance charges and applicable local taxes. Payment of these duties and taxes is the customer's sole responsibility and depends on each country's customs regulations. Please note that our prices do not include foreign taxes or customs duties, which vary by destination country and are payable by the end buyer. Likewise, for orders shipped to Ceuta, Melilla, and the Canary Islands, the buyer must bear the costs of the single administrative document (DUA) and relevant local taxes. Should the customer fail to fulfill any customs obligations, such as fee settlement or customs clearance, we reserve the right to cancel the order, and the right to a refund may be forfeited.

International Orders

Shipping fees for orders sent abroad vary depending on the destination region.

Cash on delivery is not accepted for international orders.

- Shipments to Western Europe: €15 shipping fee.

- Shipments to the Rest of Europe and Norway: €25 shipping fee.

- Switzerland, Ireland, Denmark, Finland, Greece, Hungary, and Sweden: €50 shipping fee.

- Oceania: €100 shipping fee.

- Romania and the rest of the world: €65 shipping fee.

*All prices include VAT.

Couriers:

Lazo y Duque collaborates with different courier companies depending on domestic or international delivery locations.

Domestic orders, Balearic Islands, and Portugal (except Canary Islands): Shipped via MRW.

Canary Islands orders: Shipped via Correos.

International orders: Shipped via TNT.

Delivery times:

In-stock products:

Barring public holidays, delivery lead times for items currently in stock are estimated as follows:

Domestic orders (excluding Canary Islands): 24 to 48 business hours.

Canary Islands orders: 10 business days.

International orders: 3 to 4 business days.

No orders are dispatched or delivered on Saturdays, Sundays, or public holidays.

Out-of-stock products:

Products not in stock are handcrafted upon order placement.

The manufacturing timeframe is typically 15 business days. This production timeframe is expressly highlighted in red on the respective product pages.

Lazo y Duque does not guarantee product availability or immediate delivery on LAZOYDUQUE.COM, except where express stock availability is indicated. Standard lead times apply to in-stock items ordered Monday through Friday before 10:00 AM. For orders placed over weekends or after 10:00 AM, the timeframe starts on the next business day (Monday to Friday, excluding public holidays).

Should any unforeseen delivery issue occur, we will contact you via email or the phone number provided at registration to find a solution.

For other destinations, please contact us by email at INFO@LAZOYDUQUE.COM.

Orders are deemed delivered once the customer signs the receipt of goods document. The customer is responsible for checking the state of the packaging and reporting any damages or discrepancies against the delivery slip.

Delivery will be made to the address and recipient name specified during the checkout process. Estimated delivery dates will be provided prior to order confirmation.

If your order does not arrive by the scheduled date, please contact Lazo y Duque Customer Service by phone at +34 959 557 060, via WhatsApp at +34 646 556 029, or by email at INFO@LAZOYDUQUE.COM.

Occasionally, couriers return shipments to our facilities if delivery fails due to the recipient being absent, the address being incorrect, or failure to establish contact. In such cases, we notify the customer to arrange a new shipment upon confirmation of the correct address. If the customer does not respond, we will hold the parcel at our premises for a maximum of 30 days.

Where reshipment is required due to customer address errors, shipping costs will be charged again.

TERMS AND PAYMENT METHODS

Prices shown on LAZOYDUQUE.COM include Spanish VAT. However, the final price may vary depending on the tax rate applicable to your destination.

Purchases outside the European Union: Under Spanish VAT Law 37/1992 and European Directive 2008/8/EC, transactions may be exempt or out of scope depending on the buyer's country of residence and capacity (business/professional or private consumer).

Consequently, sales to private individuals outside the EU are exempt under Article 21 of Spanish Law 37/1992. The final price reflected at checkout will match the applicable tax conditions of the destination country.

Purchases within the European Union: Orders delivered to other EU member states are subject to Spanish VAT (or applicable EU VAT destination rules).

Service and item prices are subject to change at the sole discretion of Lazo y Duque. No price matching or refunds apply in the event of price drops or promotional campaigns.

The buyer undertakes to pay for all purchased items via accepted payment methods, including applicable taxes and late fees where relevant.

ACCEPTED PAYMENT METHODS

Bank transfer, Credit Card, and PayPal (with payment in up to 3 installments where available).

Cash on delivery is available only for Spain and Portugal, with an additional surcharge of €3.50.

No other payment methods are accepted.

Orders must be paid 100% upfront and will only be shipped once full payment is cleared.

VALIDITY OF PRICES AND OFFERS

Products and prices displayed on the website remain valid as long as they appear in the active catalog. Customers are advised to refresh the page to view current pricing. Pending orders maintain their agreed conditions for 7 days following order placement.

RETURNS AND RIGHT OF WITHDRAWAL

In compliance with current regulations, the consumer has the right to withdraw from the contract within a minimum period of 14 calendar days.

Customers may exercise this right without stating any reason and without penalty.

The withdrawal period expires 14 calendar days from the day the customer takes physical possession of the product, except during the Christmas period indicated previously, where the deadline is extended to January 15th.

To meet the withdrawal deadline, it is sufficient that your communication concerning the exercise of this right is sent before the period has expired.

Effects of withdrawal

Upon notification of withdrawal, LAZOYDUQUE will reimburse all payments received from the customer, without undue deductions, including standard delivery costs (excluding additional costs resulting from the customer's choice of a delivery method other than the least expensive standard delivery offered). Reimbursement will be made without undue delay and no later than 14 calendar days from the date we are informed of the withdrawal decision.

We will carry out such reimbursement using the same payment method used for the initial transaction.

The customer must return or hand over the goods directly to us within a maximum of 14 calendar days from notifying withdrawal. The deadline is met if goods are sent back before the 14-day period has expired. The customer must bear the direct cost of returning the goods.

The customer is only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the items.

Common provisions

The right of withdrawal applies exclusively to products returned in the same condition as received, without prejudice to statutory exceptions.

No refund will be issued if the product has been used beyond mere opening, if it is not in its original condition, or if it has sustained damage. Care must be taken while items are in your possession.

To qualify for a return, the following conditions must be met:

• The item must be in perfect condition.
• Clothing or accessories must retain all original tags attached.
• Footwear must show no signs of wear.
• For items with protective adhesive films: removal of the protective film voids eligibility for exchange or return on hygiene and health protection grounds.

Please note that you do not have the right to return customized or made-to-order goods, as they are manufactured exclusively for the buyer. These items cannot be returned unless due to a manufacturing defect.

Items must be returned including all original packaging, instructions, and accompanying documentation, accompanied by the completed delivery invoice or receipt.

For footwear returns, items must retain original labels intact; try footwear on without removing labels.

Exceptions to the Right of Withdrawal

In accordance with Article 103 of Spanish Royal Legislative Decree 1/2007 (Consolidated Consumer Protection Law), the right of withdrawal does not apply to:

The supply of sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery. Opened, used, or unsealed goods are expressly included in this exception.

Any other legal exceptions excluding withdrawal rights under applicable legislation.

The consumer is liable for any diminished value resulting from unnecessary handling.

The customer undertakes to keep products in pristine condition until shipment. After the statutory period has expired without notice of withdrawal, no returns will be accepted.

Withdrawal cannot be exercised under the following circumstances:

• Incomplete products, missing accessories, or tampered/broken items.
• Items showing visible signs of wear (scuffed toes, marked soles, etc.).
• Customized goods or items not eligible for return due to hygiene reasons.
• Missing accessories, manuals, or documents.
• Expiry of the statutory return period.
• Failure to provide proof of purchase and delivery slip.

How to request returns or withdrawal:

To exercise your right of withdrawal, please complete and submit the following withdrawal form:

Standard Withdrawal / Complaint Form

The user/buyer may notify their claim or withdrawal either via email to INFO@LAZOYDUQUE.COM or by postal mail to the address provided on the form.

Copy and paste this form into a text document, fill it in, and send it by email or post:

To: LAZO Y DUQUE S.L.

PARQUE INDUSTRIAL Y TECNOLOGICO NAVE A07 C.P 21600 VALVERDE DEL CAMINO (HUELVA), SPAIN

INFO@LAZOYDUQUE.COM

I hereby give notice that I claim / withdraw from my contract of sale of the following good / provision of the following product: ……………………………………………………………………

Ordered on: ………………………………………………………………………….

In case of a complaint, state reason:

Name of consumer(s):

Address of consumer(s):

Date of withdrawal / claim notice:

Signature of consumer(s) (only if submitted on paper):

(City), on the ........ day of .......................... 20........

What to do if an order arrives damaged or defective:

If the product arrives damaged or defective through no fault of the customer, you are entitled to return it at no additional cost by contacting Lazo y Duque through any provided communication channel. Returns due to product defects are distinct from the statutory right of withdrawal.

Lazo y Duque agrees to cover return shipping costs and either replace the item or issue a full refund in accordance with the terms agreed at the time of sale.

Refunds will be processed via the original payment method within a maximum of 10 days following receipt and inspection of the goods.

Incorrect items: If an incorrect item was shipped by mistake, it will be replaced with the correct item. LAZO Y DUQUE S.L. will bear all return shipping and redelivery expenses.

Claims may be submitted via email to INFO@LAZOYDUQUE.COM or by post to: LAZO Y DUQUE S.L., PARQUE INDUSTRIAL Y TECNOLOGICO NAVE A07 C.P 21600 VALVERDE DEL CAMINO (HUELVA), SPAIN.

The following complaint template may also be used:

To: LAZO Y DUQUE S.L.

PARQUE INDUSTRIAL Y TECNOLOGICO NAVE A07 C.P 21600 VALVERDE DEL CAMINO (HUELVA), SPAIN

E-mail: INFO@LAZOYDUQUE.COM

• Product/Service:
• Purchased on:
• Consumer name:
• Consumer address:
• Consumer signature (paper submissions only):
• Date:
• Reason for claim:

If the reason for returning an item is not covered above, neither the item price nor return shipping costs will be refunded (e.g., subjective dissatisfaction with design, color, or perceived material feel).

Lazo y Duque does not accept freight-collect or COD parcels where shipping and return costs have not been prepaid.

Products must be returned in perfect condition with all accessories.

If the return is approved following inspection, the purchase amount will be reimbursed less transport costs, via bank transfer.

Customers must retain original packaging; failure to return goods in original packaging will result in depreciation. When repackaging open goods, ensure adequate protective padding as received from Lazo y Duque to prevent transit damage, which may otherwise incur depreciation charges.

The customer may choose to receive the refund as a Discount Voucher, Store Credit, or a direct monetary refund.

The maximum timeframe to receive an approved refund is 14 calendar days via the payment method used for the order. If you have not received an accepted refund after this timeframe, please contact us at INFO@LAZOYDUQUE.COM.

Legal Warranty

Under Spanish Royal Legislative Decree 1/2007, consumer durable goods carry a legal warranty of 3 years from the date of delivery.

This warranty excludes defects resulting from negligence, impact, misuse, improper handling, or normal wear and tear of materials.

Where a warranty claim is substantiated, remedy will take the form of repair, replacement, price reduction, or contract termination pursuant to statutory rules.

Lack of Conformity and Consumer Claims

1. LAZO Y DUQUE S.L. is liable to the Consumer for any lack of conformity existing at the time of product delivery, as provided under consumer protection law.
2. Products sold may also carry a manufacturer's or distributor's commercial guarantee. Specific warranty conditions and duration are detailed in the warranty certificate enclosed with the item.
3. LAZO Y DUQUE S.L. is obligated to supply conformity-compliant, defect-free products.
4. Non-conformity notices may be submitted in writing to: PARQUE INDUSTRIAL Y TECNOLOGICO NAVE A07 C.P 21600 VALVERDE DEL CAMINO (HUELVA), SPAIN. It is advisable to enclose or deliver the defective product to allow inspection by LAZO Y DUQUE S.L.
5. LAZO Y DUQUE S.L. will respond to consumer claims without delay, at the latest within 14 days of receipt. If the Consumer requests replacement, repair, or a specific price reduction, and LAZO Y DUQUE S.L. does not reply within 14 days, the claim shall be deemed accepted.

All new goods sold to consumers through this website carry the statutory legal guarantee of conformity provided for in the applicable regulations. In Spain, the legal guarantee of conformity for new goods is three years from delivery. In the event of a lack of conformity, the consumer may exercise their statutory rights and request the remedies provided by law.

DISCOUNTS AND PROMOTIONS

We may periodically release promotional discount codes.

To redeem promotional codes, enter the code at checkout prior to finalizing payment; the discount will apply instantly.

Where promotional codes apply to the entire cart, the discount will be automatically reflected across all qualifying items.

Lazo y Duque offers an extensive catalog; newsletter subscribers receive exclusive promotional discounts on selected items.

Product images on the website are non-contractual illustrations; minor discrepancies between physical items and digital images do not constitute a warranty defect.

Please review our specific promotional terms for additional details.

ONLINE DISPUTE RESOLUTION PLATFORM

The European Commission provides an online dispute resolution (ODR) platform under consumer protection regulations. As an e-commerce platform, we are obligated to inform consumers of the existence of this alternative dispute resolution tool.

If you have a complaint or feel your concern has not been satisfactorily addressed, please contact us directly before filing a complaint via the ODR platform. At Lazo y Duque, customer care is a priority, and we maintain high standards to resolve client inquiries.

The European ODR platform can be accessed at: http://ec.europa.eu/odr

When filing a complaint regarding an order on LAZOYDUQUE.COM, enter the email address INFO@LAZOYDUQUE.COM in the trader's email section. This address is exclusively dedicated to claims regarding LAZOYDUQUE.COM orders.

AFTER-SALES SERVICE

We maintain an after-sales customer service department to assist with any questions, issues, or claims regarding products and shipments.

You can reach us through:

Phone: +34 959 557 060 / +34 646 556 029

Email: info@lazoyduque.com

LIMITATION OF LIABILITY

LAZO Y DUQUE S.L. reserves the right to modify and update the website content, layout, accessibility conditions, and terms of service at any time without prior notice. USERS must refer to updated terms.

The user is solely responsible for maintaining the security and confidentiality of their web account and for all activities conducted under their credentials. The user agrees to notify LAZO Y DUQUE S.L. immediately of any unauthorized account access.

LAZO Y DUQUE S.L. shall not be liable for losses arising from unauthorized or improper use of user credentials.

The user agrees to indemnify and hold harmless LAZO Y DUQUE S.L. against any claims, losses, damages, liabilities, costs, and legal fees resulting from any breach of these terms, misuse of services, or infringement of third-party rights.

In no event shall LAZO Y DUQUE S.L. be held liable for indirect, incidental, punitive, or consequential damages, loss of profits, or data loss arising out of the use or inability to use the site or services.

Our sole liability is limited to delivering products in accordance with these contractual terms.

LAZO Y DUQUE S.L. accepts no liability for damages resulting from improper use of supplied items.

LANGUAGE

The formal contractual language between LAZO Y DUQUE S.L. and the Customer is Spanish.

APPLICABLE LAW AND JURISDICTION

These Terms are governed by Spanish law, including Law 7/1998 on General Contract Conditions, Royal Legislative Decree 1/2007 (Consumer Protection Law), Royal Decree 1906/1999 on Electronic and Telephone Contracts, Law 7/1996 on Retail Trade, and Law 34/2002 on Information Society Services and Electronic Commerce (LSSI-CE).

Pursuant to Article 29 of Spanish Law 34/2002, electronic contracts involving consumers are presumed to be concluded at the consumer's habitual place of residence.

Electronic contracts between commercial parties or professionals are presumed to be entered into at the service provider's registered seat. In the event of any legal dispute arising from these terms, the parties submit to the courts and tribunals of the consumer's domicile.