Skip to content
A period of 30 days from delivery applies to size exchanges, while returns of Gondolina Shoes are accepted within 15 days.
To request an exchange or return, please follow the steps outlined in our returns and exchanges instructions below or send an email to customercare@gondolinaofficial.com. Return shipping costs are the responsibility of the customer.
Remember that the products must be in good condition and be returned in their original box.
At Gondolina, every detail is designed around the customer experience, our return policy included.
Online returns and exchanges
1. How to proceed:
To request a return or exchange, contact our Customer Service at customercare@gondolinaofficial.com, indicating your order number and specifying whether you would like a return (refund) or an exchange (different model or size).
2. Eligibility Requirements:
Requests are valid only for full-priced items and must be submitted within 30 days of delivery for size exchanges and within 15 days for returns.
3. Condition:
Items must be unworn, intact, complete with tags and original packaging, and accompanied by proof of purchase.
4. Shipping:
Return shipping costs are the customer's responsibility. In the case of an exchange, Gondolina Shoes will cover the shipping costs for the new item. For returns with a refund, the original shipping costs will be refunded, where applicable.
Shipping costs for returns and exchanges
Please note that the amounts shown are estimates and may be subject to change.
Returns Italy: €3.50 / 1 pair; €2 for each additional pair.
Exchanges Italy: €3.50.
International Returns EU: 12€ / 1 pair; €2 for each additional pair. -
International Exchanges EU: €8.
UK Returns: €14 / 1 pair; €2 for each additional pair.
UK exchanges: €10.
Returns USA and Canada: €32.
Exchanges USA and Canada: €25.
International returns outside EU: €32.
International exchanges outside EU: €25.
When will I receive my refund?
Once the return is received and verified, the refund will be issued via bank transfer or to the original payment method.
Receipt times may vary depending on the bank, but are typically 5–10 business days.
Orders to be reviewed: Defective or irregular items
If the item has a defect or irregularity, please contact customercare@gondolinaofficial.com within 10 days of delivery.
Please provide your order details and detailed photographs of the item, including the sole and insole, to allow for a thorough inspection.
Our Quality Control Office will review the report and propose a customized solution, ensuring the highest standards of excellence.
Orders to be verified: Incorrect or incomplete items
If the item you received does not match your order or is incomplete, please contact customercare@gondolinaofficial.com, attaching your order number or proof of purchase.
Please attach a photo of the item with its packaging (for model or size errors) or a photo of the box with its contents (if any items are missing).
Our Orders Team will verify your complaint and find a customized solution, ensuring Gondolina Shoes' standards.