Returns Policy

DELIVERY METHODS AND CHARGES

We aim to deliver to UK addresses within 3-4 working days of the order being placed ( Please note that no orders are processed or despatched during the weekend or during bank holidays). We offer free delivery for all UK orders.

We will make every effort to fulfill your order, provided the goods are in stock. However, at some busy peak times like Christmas and during special promotions we may take slightly longer to deliver due to higher demand. You will be informed by email if this is the case.

Items that are marked as "in stock" will usually be shipped within 24 hours of receiving your order. For various reasons it is not always possible for us to guarantee that "in stock" items are actually available at all times. If this is the case, we will contact you and let you know as soon as possible. We will offer options and suggest alternatives and await your instruction before proceeding with the order.

If we are unable to accept your order for this or any other reason, we will inform you by calling or e-mailing you and you will not be charged for the product.

Orders are sent out via DHL. DHL is a tracked service, and delivery will be made within 48 hours of dispatch ( NB. We do not ship items over the weekend and if you wish your parcel to arrive within 48 hours, please order by 1pm). You will receive an email confirmation from DHL with a tracking number. Please note that someone must be available to sign for the package at the delivery address. If this will not be possible, please enter an alternative address such as your work address to ensure that your order can be delivered.

 

Customers based in Ireland and UK Islands

We also ship to Ireland and UK Islands, please send us an email to customerservice.uk@mbt.com indicating:

  • The item that you wish to order
  • Size of the item that you wish to order
  • Payment method (paypal or credit card)
  • Shipping Address
  • Telephone number

Once we receive your response, we will reserve the item for you and send you a payment request. After the payment has been cleared, the item will be shipped. Extra shipping costs may be applied. 

EXCHANGES

Exchanges of sizes or colours are free. The exchange must be for the same amount as the original purchase. Style exchanges are not included. If you wish to return a product that is not defective, write us at customerservice.uk@mbt.com, providing the basic details of your purchase so we can help you resolve the issue: order no., name used to make the purchase, and the size and model.  Customer Service will provide you with a return authorisation number and will organise the collection and subsequent delivery of the new pair, as agreed.

RETURNS

MBT SPAIN, S.L, accepts product returns/exchanges within a maximum period of 14 DAYS from the date of purchase, provided the product has not been used and the sales receipt and original packaging are intact.

For all exchanges, returns and other post-sales actions, you will be required to present a copy of the original sales receipt, or proof of payment with the card or order confirmation number in the case of online purchases.

To return any order purchased on our web you must send the MBT product by hiring a transport agency at your expense. MBT will not reimburse these shipping costs. This is the address to which the returns should be sent:

 

AGSA

C-155,  km 10.6

08185 LLiça de Vall (Barcelona-Spain)

Use the delivery note that was sent inside the shoe box. Attach the filled in form to the outside of the parcel, always on top of the protective packaging provided by the courier. If the returned parcel does not come with the delivery note visible on the outside of the box, we reserve the right to accept or reject the returning parcel.

Once MBT receives your shipment and checks the purchase date and the condition of the product, we will process your refund provided that:

  1. 1.       The product has not been used. .
  2. 2.       The item is in perfect condition as far as cleanliness and its conservation.
  3. 3.       The product was returned in the original packaging, which hasn’t been changed in any way.
  4. 4.       The product to be returned was purchased within the 14 calendar days prior to its arrival at our facilities.

Please, be sure to hire a carrier that will provide you with the "proof of delivery" or "POD" signed by MBT as it will be necessary to resolve any disagreement. 

MANUFACTURING DEFECTS

In general, all out products come with an original MBT® brand certificate. There is a 2 year warranty period from the date of purchase. Inappropriate use and/or care of MBT footwear will void the warranty. For more information regarding the use and care of your MBT footwear, see the “Frequently Asked Questions” section of this web page. If, due to a manufacturing defect, any of our products don’t meet our standards of quality, we will refund your money or exchange the footwear in question.

 To begin the refund or exchange process due to defects, write an email to customerservice.uk@mbt.com  and present the original sales receipt, the card payment slip, the web order number, the name the purchase was made under and a photo of the product. With this information we will assess your case and MBT will determine whether the item is defective or not. If we determine that an exchange or refund is appropriate, Customer Service will provide you with a return authorisation number, and will organise the collection and subsequent delivery of the new pair, as stipulated, or the refund for the amount, as agreed.