Return policy
All our items, including those in the Outlet, are made to order, especially for you. We are not a shop; we are a haute couture workshop with 100% handmade work. We do not mass produce or hold stock.
Our working system is made to order. As soon as we receive your order, we purchase the raw materials and organise production, from start to finish, exclusively for you. That is why our exchange policy is special and different from most online shops, and it is very important that you read it carefully:
We accept exchanges of our products within 14 calendar days, provided that they have not been used and are in perfect condition, with their labels intact, in their original packaging, without odours and without any marks from make-up, creams or marks on the soles. We recommend that you use a carpeted surface to try on the shoes; this will prevent the soles from being marked or stained. When trying on clothes, do so at a time of day when you are not wearing make-up, creams or perfume to prevent the garments from being stained or impregnated with odours.
Once your exchange has been received and analysed by our quality department, if it is accepted, and given that these are made-to-order products, we will issue a voucher with no expiry date for the same amount you paid for the item(s), minus the shipping costs for your area, to cover the shipping of any future order you place using the voucher. If you redeem the voucher for more than one purchase, we will deduct the successive shipments from the voucher.
The return period will begin from the moment the package is delivered, either to an address or to a collection point (Parcel Shop), and not from the moment you collect it from the collection point.
Items that have been personalised or manufactured to specific measurements cannot be exchanged.
Only one exchange per order will be accepted. If you exchange one item for another, you will not be able to exchange the second item again.
Products must be returned in the same boxes used for shipping, or similar ones, to prevent the items from being damaged or crushed. In other words, if the order is shipped in two boxes, you must return it in two boxes and not all together in one.
To request an exchange, send us an email to info@bgoandme.com, indicating your order number, the product you wish to exchange and how you would prefer to send us the package. You have two options:
1. Send it by your own means to our logistics centre, ensuring that we receive it within 14 calendar days from the date you received the order. To the following address:
Millenium Courier, SL
Attn: Bgo & Me
Polígono Industrial de Bergondo
Parroquia de Bergondo, R30
15165 Bergondo (A Coruña)
SPAIN
2. We can arrange for our courier company to collect it from you. In this case, we will charge you the collection costs corresponding to your area:
Spain (Península): €25
Balearic Islands: €45
Canary Islands, Ceuta and Melilla: Not available
European Union: Not available
Countries outside the EU: Not available
We do not cover import costs and customs duties incurred by returns from countries outside the EU. These costs will be deducted from the value of the voucher we issue or must be paid by the customer if they exceed the amount of the voucher. To speed up the customs process and ensure your return arrives on time, we recommend that you send it with all costs paid from the point of origin (Incoterms DDP).
In accordance with current law, the right of withdrawal is restricted as the products offered by Bgo & Me are manufactured once the order has been placed; there is no stock of these products as they are exclusive garments created at the request of the end customer. Therefore, based on Article 103 of the current General Law for the Defence of Consumers and Users RDL 1/2007.
Bgo & Me reserves the right to refuse a return if it is not made within the specified time frame or if the item is not received in the same condition in which it was sent.