The return must be requested within 7 days of the delivery date
- The item must be in its original form - Unused, Unaltered and Unwashed
- The item must be returned with the original tags and packaging.
- The return must be requested within 14 days of the delivery date.
- Items marked FINAL SALE are not eligible for returns. No exceptions can be made.
- Items marked STORE CREDIT ONLY are not eligible for a money back refund. You will be given a store credit that will live on your customer account.
Feel free to try on footwear with a clean sock on a carpet or rug to preserve the outsole. For return to be accepted, we must receive the shoes with the original box, dust bag, tags and they must not be worn.
All original tags must still be attached to the garment. Be careful with deodorant, makeup or perfume that may rub off. We will not accept a return if there is a stain! Also be mindful of jewelry and/or piercings that may catch or tear fabric.
If you believe an item to be defective or damaged, please fill out our form and one of our customer service representatives will handle your case. You may be asked to send over photos and a detailed description of the damaged item.
How to Return
If you have a Cueva customer profile: To initiate a return, please submit a request for a return authorization through your CUEVA account under MY ORDERS. If you checked out as a Guest: Please contact us at info@CuevaShop.com with your order confirmation number to request your return.
United States Returns
SALE ITEMS - ALL SALE ITEMS ARE FINAL SALE.
REGULAR PRICES ITEMS - Customers within the US receive free shipping for returns on regular priced items.
Please follow this step-by-step guide to initiate a return request:
Step 1 – Access your ‘Order History’ from your account page
Step 2 – Request a return
Step 3 – Your prepaid label and return instructions will be sent to the e-mail address associated with the order or account.
Step 4 – Print the label and send.
SALE ITEMS - ALL SALE ITEMS ARE FINAL SALE
REGULAR PRICES ITEMS - International customers are responsible for covering the cost of return shipments and coordinating the return with their local shipper.
Please follow this step-by-step guide to initiate a return authorization:
Step 1 – Log in to your Cueva account and access the ORDERS tab.
Step 2 – Request a return
Step 3 – A return confirmation number/email will be sent to you!
Step 4 – Follow the instructions and coordinate the return with your local post. *We will advise you to track the package. Once we receive it and issue a refund you will be notified*
***Please ship returning international packages with your country/region’s local shipping carrier and be sure to use standard shipping. For added safety, please insure all packages with a tracking number.***
Cueva does not offer direct exchanges ONLINE. We ask that you return the merchandise for a full refund or store credit if the product qualifies and place a new order for the preferred item.
Once the returned merchandise has been quality checked and approved, Cueva will issue a refund to the original method of payment and a confirmation e-mail will be sent to you.
Please note that it can take up to 7-10 business days to process the refund. It may take your financial institution additional time to process the transaction and update your bank statement.
Please note: shipping fees will not be refunded.
Our goal is to offer an easy return policy! If you are having sizing issues or any problems at all please contact our customer service team as we are here to help you!
We have installed a security feature in our system that won’t allow frequent returns made from the same account. If we notice that our return policy is being abused, we will take action in the form of blocking an account. You will not be able to place any further orders.
Cueva reserves the right to reject returns which do not comply with the return policy. Returns that do not respect the policy will be sent back to the original shipping address. No exceptions! **