Política de reembolso

Updated: 12 August 2026

Returns and Exchanges

• Our goal is, of course, that you will be pleased with our products. However, if you would like to exchange or return a purchase made from this store, we have a 14-day return and exchange policy. This means that you have 14 days after receiving your item to request a return or exchange.
• To be eligible for a return or exchange, your item must have been purchased from this store. It must be returned in the same condition in which you received it: unworn, unused and undamaged, with all tags attached and in its original packaging. You will also need the receipt or proof of purchase.
• Please try footwear on indoors and on a clean, soft surface. Items showing signs of wear or damage may not be accepted.

How can I make an exchange?

• To exchange an item for another size or colour, email hello@latranquillina.com with your order number and the item you wish to exchange.
• Once approved, we will send you a prepaid return shipping label and return instructions. LA TRANQUILLINA covers the cost of returning an item for an approved exchange. 
• Exchanges are subject to availability.

How can I return an item for a refund?

• To request a return, email hello@latranquillina.com with your order number and the item or items you wish to return. We will send you the return address and instructions.
• You must arrange and pay for the return shipment yourself. LA TRANQUILLINA does not provide or pay for return shipping labels when an item is returned for a refund.
• We recommend using a tracked and insured shipping service. We cannot be responsible for parcels lost or damaged during return shipping. Returns sent without prior authorisation may not be accepted.

Refunds

• We will notify you once your return has been received and inspected. Approved refunds will be issued to the original payment method within 2–3 business days. Please remember that your bank or credit card company may require additional time to process and post the refund.
• If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at hello@latranquillina.com.
• If an entire eligible EU order is returned, the cost of standard original delivery will be refunded where required by law. Express delivery upgrades, return shipping costs, customs duties and import taxes are not refundable.

Damages and Issues

• Please inspect your order upon receipt. If an item is defective, damaged or different from the item ordered, contact us immediately at hello@latranquillina.com
• Please include your order number, a description of the issue and photographs of the item and its packaging so that we can evaluate the issue and make it right. 
• Once the issue has been confirmed, LA TRANQUILLINA will cover the return shipping costs and arrange an appropriate replacement or refund.

Exceptions and Non-returnable Items

• Certain items cannot be returned, including (a) custom products, such as special orders or personalised items, and (b) gift cards. Please contact us if you have questions or concerns about a specific item.
• These exclusions do not affect any mandatory rights you may have under applicable consumer law.

European Union 14-day Cooling-off Period

• Notwithstanding the above, if an order is delivered within the European Union, you have the right to cancel or return your order within 14 days, subject to any applicable legal exceptions.
• To exercise this right, email hello@latranquillina.com 
• We will send you the return address and instructions. The item must be returned in the same condition in which you received it: unworn, unused and undamaged, with all tags attached and in its original packaging. You will also need the receipt or proof of purchase.

You are responsible for arranging and paying the return shipping costs.

LA TRANQUILLINA provides prepaid return shipping only for approved exchanges and for confirmed defective, damaged or incorrect items.

Nothing in this policy limits your mandatory rights under applicable consumer law.