Refund policy


Tax Break Promotion

All European Union Residents who participate in the tax free purchases of Ready made shoes during the Tax Break Promotion (Friday, November 24th through Monday, November 27th, 2023) are eligible for store credit or an exchange in size of the same model and make-up of shoe. All Made-to-order (MTO) purchases are final (not returnable/exchangeable).

All United States Residents who participate in the Customs/Import free purchases made during the Tax Break Promotion (Friday, November 24th through Monday, November 27th, 2023) are final (not returnable/exchangeable).


If you need to return an item, your order will be accepted for a refund or exchange if the item is returned in it’s original condition and packaging, within fourteen (14) days from the delivery date. This includes no creasing or marks on the soles. Please try on the shoes without bending them and without stepping on any hard unprotected surface. This will help prevent any creases or marks on the shoe and sole. Any marks or damage to the original ítem will not be accepted for returns, exchanges, or refunds. The returned item(s) must be accompanied by the original receipt or a copy.

In the case you are shipping us returned goods, it is your responsibility to obtain proof that the goods have been returned. Goods can be any registered carrier of your choice, but they need to provide proof of post and delivery. The cost of returning the goods, including shipping and insurance, is the responsibility of the customer. Norman Vilalta is not responsible for items returned which are lost, damaged, misdirected or delivered late.

If you are returning any ítem to us, please communicate that request with us by phone or email ahead of time. We will refund the payment onto your payment card once all returned goods have been safely received and checked.

We will only fulfill an exchange/refund if the item is returned in its original packaging and in the original condition.

For any further information and to let us know of any return, please contact us at:

Phone: +34 933 234 014

Or visit us at our store on Calle Enric Granados 5, Barcelona, Spain, 08007. Our business hours are from Monday to Friday from 10:00 a.m. to 8:00 p.m., and Saturday from 11:00 a.m. to 7:00 p.m. (CET).


We do not accept exchanges or returns on Made-To-Order, Group-Made-To-Order, and any shoes that are customized (changes in leather, patina, metal tips, rubber encrusting, brass initials, etc). Please be sure to email before placing your order to address any doubts you might have about sizing.


Please note that the customer is responsible for all local customs & import duties. All shipments include an invoice with the amount paid. Please do not contact us with requests to change the value or price of the shoes on the invoice. Thank you.  


Please note that all footwear that have been discounted are a final sale and are not returnable. This includes footwear that are included in the Last Pair section of our website, Samples, or any other special offer for purchases of many pairs at once.


Please note that we do not refund shipping costs. Return shipping costs will also be deducted for customers who use our DHL account for sending back shoes for exchanges and returns.