How Do I Return An Item?

On the Return page, it is only possible to exchange your purchase for a different size of that product. You cannot exchange for style or color. If you are not satisfied with your purchase from, you can return it and get a refund. If a change-of-size request is made, the shoes ordered must arrive at the e-commerce depot within 12 days of the online form being filled out. For items that arrive beyond this timeframe, the change-of-size request will automatically expire. You can return an item up to 14 days after the product was delivered.

To return an item:

  1. Complete the Online Form 

Go to the website in the "RETURN" section (at the bottom on the left) and insert your order number and email address. Once the procedure is finished, you will receive an email confirming the return with instructions on how to proceed.

  1. Prepare the package for delivery

Put your products back in the Ramón Tenza wrapping. Take the Ramón Tenza wrapping and place it inside its original packaging.
In the original packaging you will find a returns label that has already been filled in. Affix it to the packaging, making sure to cover the original label.
Call UPS 902 12 24 24 to book the collection. Do not hesitate to contact our Customer Service department for any reason by sending an email to

Returns Receipt Confirmation

When we receive your returned merchandise back to our Returns Center, we will inspect the products to make sure they are in “as new” condition. You will receive an email that the return was received and a refund was made to the credit card or PayPal account you used to pay for your order within maximum 14 days. 

Refund Confirmation

When the inspection confirms your returned product is approved for a refund or exchange, you will receive an email confirmation with details for the refund made to the payment method you used to place your order.

How long does it take before I get my refund?

As soon as the refund is made to the payment option you used for your order, you will get a confirmation email. I may take up to 14 days for the amount to show on your credit card statement. If you have paid your order with PayPal, a refund normally appears within 48 hours on your Paypal account. 

The clearance date of the repayment will be the same as the initial payment Ramón Tenza. As a consequence, the party who made the payment will not suffer any loss in terms of bank interest.

I Cannot Find A Return Label In My Parcel, What Should I Do?

If you misplace your pre-paid return label, contact our Customer Service team. They will send you a new one.

Are Your Products Guaranteed?

We guarantee the workmanship of our merchandise for 2 years. If within this period you experience a manufacturing fault with your product, we will repair, or at our discretion, replace the merchandise at no cost to you.