In accordance with legal provisions, the customer has a right of withdrawal without having to provide reasons or pay penalties, with the exception of return costs. This right does not apply to orders for personalized products. The customer has 14 days (from the day the customer, or a third party other than the carrier and designated by the customer, takes physical possession of the last good) to withdraw from this contract without giving a reason. The return of an online order for reimbursement must be made via the same channel and will not be accepted in our Finsbury stores. Only size exchanges in store are possible. For an exchange or a credit note request, return costs are free. For a refund, return costs are the responsibility of the customer (€6 or €8 depending on the carrier option chosen).
To exercise the right of withdrawal, you must notify Finsbury of your decision to withdraw from this contract by means of an unambiguous statement (by completing the return form by logging into your customer account) . To meet the withdrawal deadline, it is sufficient for you to send the communication relating to the exercise of the right of withdrawal before the withdrawal period expires. The customer will have to bear the direct costs of returning the goods when delivered with DPD International or Chronopost.
To complete the return form, please follow the return procedure below:
- Visit our website www.finsbury-shoes.com under “ My Account ”.
- Click on the “ My Orders ” tab.
- Click "Details" of the order you wish to return
- Check the product(s) to be returned, indicate whether you would like a refund, a credit note or an exchange, specifying the desired size in the comments + click on “generate a return”
- Your return voucher has been generated.
- Print the return slip (pdf format)
- Make sure to include your return slip in your return package.
- For deliveries processed by DDP, a printed label is included in your package. Use this label to send your return. For exchange requests, credit notes, or defective products, returns are free. For refund requests or second returns, the return is the customer's responsibility.
- For deliveries processed by DHL or Chronopost, the return must be handled by you.
- Once your return has been processed by our logistics team, we will notify you by email. Depending on the business period, please note that the return process can take between 5 and 15 business days upon receipt of your package.
- Your parcel number starts with 250 and is visible on the DPD tracking link received when the parcel was sent.
You can, however, also request a withdrawal by email to service.client@finsbury.fr or by post: Finsbury - Return Service, 5 avenue des Violettes, 94380 BONNEUIL SUR MARNE.
You must return the goods to the address indicated on the return form without undue delay and, in any event, no later than fourteen days after you have communicated to us your decision to withdraw from this contract. This deadline is deemed to have been met if you return the goods before the expiry of the fourteen-day period.
If you withdraw from this contract, we will reimburse all payments received without undue delay and, in any event, no later than fifteen days from the day we received the returned package. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you expressly request a different method (payment method offered at checkout).
Returned items must be new, unused, in their original packaging, and in perfect condition. Any product showing signs of wear, damaged, not accompanied by a return slip, or addressed to an address other than the one indicated will be refused by Finsbury. In this case, the products will be returned to the customer without the customer being able to request a refund or exchange.
Responsibility for the package remains with the sender. FINSBURY declines all liability for loss or theft of goods in this case. We therefore recommend that returns be made by tracked Colissimo against signed proof of delivery.
In the event of an exchange, we will send the desired product as soon as your return package has been received and inspected by our logistics department. You will be informed by email of the progress of the procedure.
