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Refund policy

Ready-to-Wear Shoes & Boots

  • Eligibility: Items must be returned in their original condition and packaging within fourteen (14) days of delivery, with no creasing or marks on the soles.
  • Try-On Tips: When first trying on your shoes, do so gently and on a soft surface to avoid creases or scuffs.
  • Original Documentation: All returns should include the original receipt or a copy.
  • Shipping Responsibility:
    • Customers must arrange and cover the cost of return shipping, including insurance.
    • Use a carrier that provides tracking and proof of delivery.
    • Norman Vilalta is not responsible for returns that are lost, damaged, misdirected, or delayed in transit.
  • Refund or Exchange Process:
    • Contact us via phone or email before sending any items back.
    • Once we safely receive and inspect the returned goods, we will refund the payment to your original card.
    • An exchange or refund will only be processed if the items are returned in their original packaging and condition.

For questions or to request a return:

  • Phone: +34 933 234 014
  • Email: sales@normanvilalta.com
  • Store Visit:
    Calle Enric Granados 5,
    Barcelona, Spain, 08007
    Monday – Friday: 10:00 a.m. – 8:00 p.m.
    Saturday: 11:00 a.m. – 7:00 p.m. (CET)

Made-to-Order Shoes & Boots

  • No Returns/Exchanges: We do not accept returns or exchanges for Made-To-Order, Group-Made-To-Order, or any customized shoes (e.g., changes in leather, patina, metal tips, rubber encrusting, brass initials, etc.).
  • Sizing Assistance: Please reach out to sales@normanvilalta.com before placing your order to confirm sizing and resolve any questions.

Taxes & Duties Policy

  • Customer Responsibility: Customers are responsible for all local customs and import duties.
  • Accurate Invoicing: All shipments include an invoice specifying the amount paid. We cannot adjust the declared value or pricing on the invoice.

Sale Items

  • Final Sale: Discounted footwear is non-returnable and non-exchangeable. This applies to items in the “Last Pair” section, samples, or any special multiple-pair offers.

Shipping Costs

  • Non-Refundable: We do not refund original shipping costs.
  • Deducted Returns: If you use our DHL account for returns or exchanges, return shipping charges will be deducted from your refund.


By following these guidelines, we aim to provide a smooth and transparent returns process for all our customers. For any further assistance, please reach out to us via phone, email, or visit our store.