Changes and returns

How do I return an item?

To return a product you must contact our customer service department through the "contact" section of our website, where you will find a return form.

Steps to follow:

  1. In the "Subject" box, choose "Return order".
  2. Add email address
  3. In the reference section reflect the reference number of the order reflected in the invoice.
  4. In the body of the message write the product or products for which you want to make the return, in addition to the reason for its return.
  5. Attach photo of the item to be returned if desired
  6. Click on send.
  7. Once completed and the return has been requested, our customer service department will contact you to process the return.

What is the deadline for a refund?

The deadline for any return is 15 days from the date of receipt of the order.

Do I have to pay anything for my return?

In the event that a product is defective, the size received is not the size purchased, the product does not correspond to the detailed description on the website or is a color error of the item, returns will be free of charge. If none of the above reasons exist, the customer will be responsible for the return.

To process these returns you must contact our customer service department, via email help@buylopez.com or follow the steps outlined in the first section.

How and when will I receive my refund?

Once the return has been received in our warehouses we will proceed to check the state of the product, the articles must be in perfect condition and in their original packaging, if there are no anomalies, the return will be approved, you will receive an email confirming the payment and the return will be made in the same method of payment.

You should bear in mind that the time for receiving credit card payments depends on the customer's bank.

Can I make a change to my items?

Yes, as long as they are within the required time limit, 15 days from receipt of the order. If you want to make a change, either because you are not convinced by the purchase or because you have not selected the right size, please contact our customer service department in the "contact" section of our website and follow the steps in section 1.

In this case, you must write on the body of the message the product or size for which you wish to make the change in order to reserve it until you receive the return of the item initially purchased.

Can I return the product to the physical stores?

Yes, having previously contacted our customer service department through the "contact" section on our website or via email help@buylopez.com. You can find a list of our physical stores in the "Our stores" section of the website.

Terms and conditions of return

Items must not have been used, washed or altered in any way, and must not show signs of use. Shoe soles must be in perfect condition and must not be marked in any way. Items must be returned with all labels, packaging and other accessories.

In the event of defective or incorrect merchandise, customers must follow the instructions above. BUYLOPEZ.COM reserves the right to request photographic assistance regarding defective or incorrect merchandise before authorizing a return for a full refund of shipping and import charges.

BUYLOPEZ.COM may refuse unauthorized and/or unsolicited returns in accordance with the Return Policy detailed on the website. For any issue not explicitly mentioned, the European rules for long-distance trade prevail.


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