SHIPPING AND RETURNS POLICY

Table of shipping and return costs (Euros)

  • Ireland
    • Standard shipping up to 2 pairs: 5 Euros per pair.
    • Standard shipping per additional pair: 7 Euros
    • Express shipping: 12 Euros per pair
    • Returns: To be paid by the customer (Contact customer service)
  • Switzerland,Finland,Lithuania, United Kingdom
    • Standard shipping (1 pair): 5 Euros
    • Standard shipping per additional pair: 5 Euros
    • Returns: To be paid by the customer (Contact customer service)
  • USA, CANADA, REST OF THE WORD
    • Standard shipping: 15 Euros
    • Standard shipping per additional pair: 5 Euros
    • Returns: To be paid by the customer (Contact customer service)

PROMOTION POLICY

SECOND UNIT PROMOTION WITH A PERCENTAGE OR FIXED AMOUNT OF DISCOUNT

Applies on 2 products of a specific selection and on the cheapest unit. In case of return of one of the two pairs, the promotion will not be applicable and the customer will have to pay the price of the shoe he/she intends to purchase. Not combinable with other promotions and/or discounts unless explicitly indicated. 

PROMOTION CUPON 'EXTRA'

*Discounts of up to -50% on selected models. Promotion not combinable with other special offers and discounts. Applicable on S22 and Continuative models. Until 23:59 (GMT Time + 01:00 Brussels, Copenhagen, Madrid, Paris) on 07/31/2022. Valid in the online store www.elnaturalista.com, www.the-art-company.com and www.neosens.com

PROMOTIONS RELATED TO COUPONS

Not combinable with other discounts or promotions in force unless explicitly specified.

For any questions please contact customer service.

FEES

CARRIER EXPRESS

An additional cost will be added to all orders equal to or less than 79 Euros if you select express delivery. (Please note that this carrier is not available in all countries). It will be reflected as an item in the checkout process when completing your purchase. This amount will not be charged for orders over 79 Euros. In the event of a total or partial refund, the order value at the end of the order shall be taken as the reference value, and the customer will bear the additional cost if the order does not exceed the stated order value. Orders placed after 13 PM will be shipped the next business day.

Amount added for minimum order value not exceeded (minimum fee)

An additional cost for shipping preparation will be added to all orders equal to or less than 60 Euros, reflected as an item in the checkout process when completing your purchase. This item is detailed at checkout and may vary depending on the country from which the purchase is made. In the event of a total or partial return, the order value at the end of the order shall be taken as the reference value, and the customer will bear the additional cost if the order does not exceed the minimum order value.

 

CURRENCY EXCHANGE

All our rates are in Euros. This amount is reflected in the cart process. As a guideline for the client, we offer a conversion to the currency of your country through the platform www.fixer.io. Your bank may apply a different conversion rate when making the payment.

CUSTOMS

You may experience delays in your shipment due to customs, especially in non-EU countries (UK, US, etc.). Please, with the tracking number of your order, contact your carrier directly to see the status of your shipment. We inform that additional costs could be applied in the customs of non-European countries.In the case of the UK and due to and due to Brexit from 01-01-2021 the UK government will collect VAT and fees. In any case, the additional costs in customs are borne by the client and are not the responsibility of Lifeconcept S.L

In the event that customs duties are not accepted by the customer and the products are returned, the cost of such return will be deducted from the refund of the products in the order.

CANCEL YOUR ORDER

You can cancel your order as long as it is not in preparation by our warehouse. Please note that orders ship the first business day after purchase. To request cancellation, please contact our Customer Service through the contact form or Chat.


RETURNS

Return costs

Our customers have the right to withdraw from their purchase during the 14 days following receipt of the order. Life Concept SL reserves the right to extend this term. Life Concept SL will not reimburse the return costs unless it is expressly reported on the web through banners or promotions.Life Concept SL will reimburse shipping costs if the order does not comply with what is established in the order confirmation or there is a visible defect. The customer must communicate the defect through the available channels, telephone, e-mail, or chat.If the customer changes his mind or the footwear does not fit, the return costs will be borne by the customer unless expressly reported on the web through banners or promotions.If the client exercises his right of withdrawal, but the order has already been delivered to the carrier,LifeConcept SL will not reimburse the return costs unless expressly reported on the web through banners or promotions  

How to return an online order

Before confirming your purchase LIFE CONCEPT strongly advises you to observe and check the sizes chart available in the section “How to buy” and included in each model profile.
If you are not satisfied with your purchase on arrival you have thirty (30) days starting from the delivery date to return or exchange the article.

RETURN TERMS AND CONDITIONS:

    • The product must be unused.

    • The product must be sent back in the same conditions as it was sent, with its original box and within a maximum period of 30 days after receipt of the product.

RETURNS FROM UE:

The return costs are 10 Euros.

LIFECONCEPT recommends that you check and review the list of sizes we offer in the "how to buy" section or on each model's page.
If when you receive your order you are not satisfied, you have a period of 30 days from the date of receipt to return or exchange the item.

  1. Open a return request using the portal: Return Request
  2. At the end of the process you will get the return label, which you must print and stick on the package.
  3. You will have to drop off the package at a DHL drop-off point: DHL Service Points
  4. You will receive a confirmation email with a link to download the label.

RETURNS FROM NON-UE COUNTRIES:

The costs of the return are the responsibility of the customer and the carrier you choose to send the package back.

        First you must open a case to customer service by following the procedure:

  1. Using the following  form or contacting customer service using the mail and email provided, from Life Concept we will provide a return number and give you authorization to proceed with the return. You can not proceed with the return without this number, and it´s recommended indicate this number into the package.
  2. Sending the order to the following address, using the carrier of your choice:
       LIFE CONCEPT (El Naturalista, Art and Neosens as appropriate) POLÍGONO MORETA, S/N 26570 QUEL (LA RIOJA) SPAIN
  3. You must provide the tracking number to customer service and we will proceed with the refund once the order has been reviewed.

If you have any doubts or queries you can contact the Customer Service Department of the On-line store:

Can I change the size of a specific model from the e-Shop?

Before confirming your purchase LIFE CONCEPT strongly advises you to observe and check the sizes chart available in the section “How to buy” and included in each model profile.
Our goal is to ensure that every customer is fully satisfied.
You have thirty (30) days from the delivery date to return or change the product for any reason (size, colour, etc.) if you are not completely satisfied. LIFE CONCEPT declines all responsibility on expiry of this 30-day period.

How can I present a claim?

If you need to file a claim regarding your shoes, please contact the store where you purchased them. The store will contact us, and together we will work to resolve the problem.
Given our distribution system, we handle customer claims through the shops in order to give you the best personal assistance.

I need to file a claim but I cannot got to the store, How can I do it?

Taking into consideration the fact that you are not able to contact them, we exceptionally will try to help you.

Please kindly send us one mail to eshop@lifeconcept.com including the following essential data (imperative requirements to be able to help you)

  1. Your full name, address and telephone number.
  2. The copy of the invoice or receipt.
  3. The article, color and size.
  4. A photograph clearly evidencing the defect.

Important Note:LIFE CONCEPT only accept claims for defects productive, never overuse, misuse or alteration.

 

How long do I have to return or change an article purchased online?

Thirty (30) days from the delivery date. It must be sent in the same conditions as it was received, with the original box and tickets.

 

When will I receive a refund of my money?

Once our team has received your return in our warehouse and it has been APPROVED within a period not exceeding 72 hours from its reception, you will receive your money using the same payment method you used for your order.