Returns and Refunds

(Online site only)

The Customer can return the purchased product without having to specify the reason within 14 (fourteen) calendar days from the date of receipt of the goods pursuant to art. 52 of Legislative Decree 206/2005 – Consumer Code. This policy is valid only for the ONLINE shop .

To exercise the right of withdrawal, the customer must send a communication, within the terms indicated above, to the following email address: info@mustocalzature.com

Before shipping the package, you must wait for the email that authorizes the return shipment.

Once authorized, the product must be shipped within 7 working days of receiving the shipping authorization email.

Customer provides return shipping.

The Customer can choose between:

  • Exchange of goods: it is possible to exchange, within 14 days of receiving the goods, only for a different size or different color, if available. It is not possible to exchange the item for a different one. Only one order exchange is allowed for a single order. Valid only for Italy.
  • Voucher: issued in the form of a coupon of the same value as your order with a validity of 6 months, to be used on our e-commerce
  • Reimbursement

The products must be returned

  1. Properly packaged in their original packaging, in perfect resale condition (not ruined, damaged or soiled) and equipped with all possible accessories (boxes, bags, laces, shoulder straps etc.)
  2. Intact and without obvious signs of use
  3. With the tag and disposable seal still attached, these elements constitute an integral part of the goods and a return condition.
  4. Shoes must be returned clean, so trying them on a carpet is allowed so as not to ruin the sole. Shoes must be returned without any marks and in their original intact box, as they are an integral part of the shoe itself. Products that are returned with marks, dirt or without a box will not be accepted. The box is an integral part of the product and must arrive intact in all its parts.

The return of products is under the responsibility of the Customer, therefore it is recommended to choose a traceable type of shipping as Musto Calzature is not responsible for any theft, damage or loss.

The return shipping costs will be borne by the Customer.

The shipment, until it is received in the Musto Calzature store, is under the complete responsibility of the Customer. In the event of damage to the goods during transport, Musto Calzature will notify the Customer, to allow him to promptly file a complaint against the courier and obtain the relevant reimbursement; the product will then be made available to the Customer, simultaneously canceling the request for withdrawal; Musto Calzature will not be liable in any way for damage, theft, loss that occurred during or in any case in dependence on the shipment for the return.

If the Customer chooses the agreed return, Musto Calzature srl will take care of the shipment.

The goods must be returned to the following address:

Musto Footwear Ltd.

Dante Street No.4

20121 Milan

Abroad, shipping costs for returns are at the customer's expense and it is recommended to do so via express courier.

Any additional shipping costs for home delivery of the product (e.g. cash on delivery charges) will not be refunded and therefore remain the responsibility of the Customer.

The refund will be made within 14 working days from the moment we are informed of the Customer's decision to exercise the right of withdrawal, Musto Calzature will refund the Customer the entire amount already paid, net of any shipping costs for the return, pursuant to art. 56, paragraph 2, of Legislative Decree 21/14, through a reversal procedure of the amount charged, using the same means of payment used by the Customer for the initial transaction, unless otherwise agreed.

We reserve the right to withhold the refund until the goods arrive at our Store and are verified by our staff.

In any case, the Customer will lose the right of withdrawal in cases where Musto Calzature finds that:

- the returned product and/or its accessories, and/or its packaging are not intact

- the product is missing its external packaging and/or the original internal packaging

- the product is missing integral elements and/or accessories (e.g. laces, buckles, shoulder straps, etc.)

In the event that the returned goods do not comply with the mustocalzature.com return policy and in any case are in a state that does not permit resale, Musto Calzature reserves the right to refuse the Customer's return request by giving specific notice.

Following such communication, the consumer retains the option of re-obtaining, at his own expense, the products in the condition in which they were returned.

Customers who purchase with a VAT number cannot exercise the right of withdrawal.

For non-EU customers, import costs will be deducted from the refund total.

For problems with shipments not dependent on Musto Calzature (for example incorrect delivery address with consequent inability of the courier to perform the service), the refund to the customer will be made when the goods are returned to the sender. The refund will be equal to the cost incurred for the purchase of the products, excluding the shipping costs incurred.

For all aspects not specifically expressed, the European legislation on distance selling shall apply.