Terms and Conditions

These conditions define the procedure of ordering, delivery and returning or claim of merchandise offered on our web commerce page. Vendor of merchandise offered on www.shoes-mephisto.com is: Koleks d.o.o., Nodilova 7, Zagreb, Croatia, EU; Tax number: 31041897589   MB: 1469169  and the buyer of merchandise is the visitor of Mephisto online shop who chooses at least one article, fills the electronic form for order and sends it to vendor.

KOLEKS d.o.o. is authorized MEPHISTO retailer with more Mephisto-shops and licensed by Mephisto Company as online store.

ORDERING
Ordering of merchandise is possible 24 hours a day, 7 days a week.

CURRENCIES

All prices are expressed in EUR (Euro) and include VAT tax.

PAYMENT METHODS

• Credit or Debit Card – Diners, Discover, Maestro, MasterCard, Visa or V Pay.
• Pay Pal
• Wire Transfer / Bank transfer / E-banking

CONFIRMATION OF ORDER
The buyer will receive notification of confirmation about his Mephisto order on his e-mail address after the purchase is done and has all details approved by the law.

COST OF SHIPPING/DELIVERY

Delivery cost is as follows:

For countries in the EU:

• For orders under 100€ shipping cost is 15€.
• For orders over 100€ shipping cost is 10€.

For countries not in the EU:

• For orders under 100€ shipping cost is 25€.
• For orders over 100€ shipping cost is 20€.

DELIVERY TIME

Ordered merchandise will be delivered within:

• Europe:                        1 – 2 working days
• Rest countries of the Europe    2 – 3 working days

DELIVERED BY

DHL Express Worldwide

TAXES AND DUTIES

For all destinations in the European Union VAT is included shipment. For shipments outside EU, VAT tax is not included in the price. Outside EU the recipient is responsible for all import fees, custom taxes and local taxes imposed by the country where shipment is made. The payment of these taxes is required in order to relieve the order from custom charges. We cannot predict what the amount to pay for taxes and customs will be, therefore we ask that you check before making an order. Since we ship to all countries with DHL you can check what could be fees, custom taxes and local taxes with DHL Express https://www.dhl.com/en.html for your country. Your shipping costs are already included in the total of your final order. In any case, the courier can present you with a separate invoice for the local taxes that need to be paid.

In the event that you refuse to receive the package due to import costs (customs, VAT, …), we will be forced to return the package and charge you a refund of the same in the amount of €30 for 1 pair of shoes. For each additional pair, we charge €10, which we return.

IF MERCHANDISE IS NOT AVAILABLE

Since the product stock is updated at the end of the day, it may happen that the product you ordered is not in stock because it has already been sold to another customer during the day.

The merchant will inform the buyer about possible deadline of delivery. At that point, the buyer can accept the new deadline or cancel the order. If the customer decides to cancel the order- vendors will return the money within 10 days since the delay started.

When the customer received his order to his address, he is obligated to check the merchandise and verify if there are any damages. If there are damages, customer needs to immediately return the package to deliverer (if there are visible external damages). If the customer doesn’t receive his order (or isn’t informed by vendors/post office about some kind of delay) within 14 days, customer needs to contact vendors about that, so the vendors can take necessary action to find the package or send replacement.

EXCHANGES

We hope that you are pleased with your order. If for any reason you are not fully satisfied, you can exchange any purchases within 14 days of receipt, and we send new pair of shoes for free. Please note: We can only exchange non-faulty items that are in their original condition, have not been worn, altered or washed, and have all tags still attached. It is only possible to exchange the same item for a different size. We cannot exchange items for a different colour or a different item altogether. You can find more at this link Return and Exchange Policy

RIGHT TO RETURN

We hope that you are pleased with your order. If for any reason you are not fully satisfied, you can return any purchases (including reduced items) within 14 days of receipt. You must send or return the goods to us without undue delay, and in any event no later than fourteen days from the date on which you communicated your desire to cancel the contract. The deadline is met if you send back the goods before the period of fourteen days has expired. More under Return Policy.

COMPLAINTS
Customer has the right to complaint within 14 days if there were any damages on the shoes. Before sending the shoes back, shoes need to be cleaned and an e-mail needs to be sent that explains the complaint about the merchandise to address:  [email protected] .  When we receive the shoes, we will check the quality to determine what is the damage and if the repair is possible. Deadline for resolving complaints is 14 days from the day the package has been received. Manufacturer is not responsible for any mechanical damages that can occur on top or the sole of the shoe by walking, jumping, sliding or similar activities that can damage the shoes.

PRIVACY PROTECTION
Koleks d.o.o. is obligated to protect vulnerable data of its customers, they collect just necessary basic data about customer that they need to carry out our obligations, to inform customer of way we use collected data, give customers possibility of choice about using their data, including possibility of decision if they want or not for their names to be removed from the list that is used for marketing. All data about customers are kept safe and are available only to employees that need them for doing their job. All Koleks d.o.o. employees and business partners are accountable to respect the terms of privacy protection.

REFERENCE
We hold the right for errors in description, price or photography of merchandise. As the product inventory is updated at the end it may happen that the product you ordered is not in stock because it already is sold to another buyer during the day. If the goods are not available, the seller will inform the buyer (in writing or by phone) about the possibility delivery time. The customer can then accept the new delivery date or cancel the order. If the buyer decides to cancel the order, the seller will refund him money.