Refund policy
Return & Exchange Policy
Policy Last updated March 06,2025
Sometimes things don’t go as planned! Trust us, we know.
We work to ensure our customers are satisfied with their purchases. At GAUCHA, If you are unhappy with your purchase, we will work with you to make it right and return or exchange your product within 14 days after the delivery date, give you store credit, or a full refund, depending on your case.
Returns
- Eligibility: Items must be returned within 14 days of the DELIVERY date. To qualify for a return, items must be in their original condition—unworn, undamaged, and with all original packaging and stickers intact.
- Refunds: Once we receive and inspect your return, we will process a refund to your original payment method, minus a $1.50 restocking fee. Please allow 7-10 business days for the refund to reflect in your account.
- Shipping Costs: Return shipping costs are the responsibility of the customer unless the item is damaged or defective.
Note: All returns will be evaluated according to the written criteria above. If the item does not meet these conditions, we reserve the right to reject the return or offer a partial refund based on the item's condition.
Exchanges
- Eligibility: We accept exchanges within 14 days of purchase. Items must be in their original condition, unworn and undamaged, with all packaging and stickers.
- How It Works: If you would like to exchange an item for any reason, click here to access our returns & exchanges site. If you opted to exchange your pair for a different one, we’ll either refund the difference or charge you for any remaining balance. Once your original item is received and inspected, we will ship out the exchange.
- Shipping Costs: The customer is responsible for the return shipping of the original item, but we will cover the shipping costs for the exchanged item.
Store Credit
- Option: If you choose store credit instead of a refund, you’ll receive an additional 15% of the original value of your ZAPATOS. The credit will be issued as soon as we process your return.
Please note: opting for store credit is not available if you intend to repurchase the same shoe model in a different size or color. If this is your case, your best option is to request an exchange!
- Expiration: Store credit does not expire and can be used toward any future purchase on our site.
Non-Returnable Items
- Final Sale: Some items may be marked as final sale and are not eligible for return, exchange, or store credit.
How to Initiate a Return or Exchange
To start a return, exchange, or request store credit, please click here to visit our returns & exchanges page. If you are experiencing any difficulties, feel free to contact our customer service team at orders@gaucha.store with your order number and details about the item you wish to return or exchange. We'll provide you with further instructions.
GRACIAS! We appreciate you and are here to help make the process as smooth as possible! If you have any further questions or concerns, please contact orders@gaucha.store