Returns & Exchanges

Exchanges

Exchanges are free of charge. Requests to change the model, size and/or colour of an item are considered exchanges.

Before sending your parcel, please contact our UK Customer Service team at customerservice.uk@mbt.com.

Our team will provide you with the pro forma document required for customs clearance. This document must be printed and attached to your shipment so that it can be processed correctly by customs and your exchange or refund can be handled without delays.

How to request an exchange

• Email us at customerservice.uk@mbt.com.
• Include your order number, the name used for the purchase, and the size, model or colour you would like to receive.
• Customer Service will provide you with a return authorisation number and the customs documentation required.
• We will organise collection and delivery of the agreed replacement pair.

Returns

MBT SPAIN, S.L. accepts returns and exchanges within a maximum of 14 days from receipt of your order, provided the product has not been used and retains its original labels and packaging.

For any exchange, return or after-sales request, you must provide a copy of the original purchase receipt, card payment receipt, or order confirmation for online purchases.

To start a return for an order purchased on the website, please contact our UK Customer Service team first at customerservice.uk@mbt.com.

Please do not send your parcel before contacting Customer Service. Our team will provide the pro forma document required for customs clearance. This document must be printed and attached to your shipment.

Once you have received the required documentation, you may send the MBT product using a carrier of your choice at your own expense. MBT does not refund return shipping costs.

Return address

AGSA
Carretera C-155, km 10.6
08185 Lliçà de Vall, Barcelona
Spain

How to start a return

1. Contact MBT Customer Service to request the necessary customs documents.
2. Receive your pro forma invoice and return instructions.
3. Print the documents provided by our Customer Service team.
4. Attach the completed document to the outside of the parcel, always on the protective packaging provided by your carrier.
5. Send your parcel using a carrier that provides signed proof of delivery.
6. Keep the proof of delivery in case it is needed to resolve any delivery issues.

Do not send the parcel without the required customs documents. MBT is not responsible for parcels returned without the correct customs documentation. If the parcel does not have the required document visible on the outside of the package, we reserve the right to accept or refuse delivery.

Refund timeframes

• Once the parcel has been received at our warehouse, we will verify the condition of the product and the purchase date.
• If the return meets the required conditions, we will process the refund.
• Refunds are credited within a maximum of 15–20 working days from receipt and validation at the warehouse.
• If you have not received your refund after this period, please contact us at customerservice.uk@mbt.com so we can review your case.

Refund conditions

• The product must not have been used.
• The item must be clean and in perfect condition.
• The item must be returned in its original, unmodified packaging.

Returns for online orders are handled exclusively through Customer Service and cannot be processed in MBT stores.

Manufacturing defects and warranty

All MBT products include the original MBT® brand certificate. The warranty is valid for 2 years from the date of purchase. Improper use or care of MBT footwear voids the warranty.

If a product does not meet our quality standards due to a manufacturing defect, we will assess the case and, where applicable, refund the amount paid or replace the shoes.

How to request an exchange or refund for a defect

• Email customerservice.uk@mbt.com.
• Attach your purchase receipt, card payment proof or web order number.
• Include your full name and a clear photo of the defect.
• We will assess your case and determine whether the item is defective.
• If applicable, we will provide an authorisation number and arrange collection and delivery of the replacement pair or process the refund.

Contact

For exchanges, returns or other after-sales enquiries, please contact: customerservice.uk@mbt.com