FAQ

PAYMENT

Please note that all our prices are in euros. The prices of the products are specified on our website and Novel Walk reserves the right to modify these at any time. This will not affect your statutory rights. Shipping costs and Customs duties are not included in the price.

The payment methods we accept are: Visa, Mastercard and Bank Transfer.

Our payment method is 3DSecure. The security system of CaixaBank guarantees confidentiality and holder authenticity and prevents unauthorized third parties from gaining access to your information.

You can contact our customer service sending an e-mail to: info@novelwalk.com about any problem you may have in the process of placing your order.

DELIVERY

Below you will find a chart with estimated rates for your location, the final shipping expenses of your order will be calculated based on the weight of your parcel and its final destination. If your country is not listed, please send us an e-mail to: info@novelwalk.com and we will try to offer an option that suits your needs.


Zone 1 / 5 € / 2 – 4 Working days

Spain (Except Canary Islands, Ceuta and Melilla), Andorra, Portugal


Zone 2 / 10 € / 3 – 7 Working days

Canary Islands, Ceuta, Melilla,  France, Monaco, Germany, Belgium, Netherlands, Luxembourg, Italy, Austria, Hungary, Czech Republic, United Kingdom, Ireland, Polonia,Denmark, Slovenia, Slovaquia


Zone 3 / 15 € / 3 – 7 Working days

Swewden, Finland, Bulgaria, Estonia, Croatia, Lithuania, Latvia, Sebia, Romania, Switzerland, Greece, Norway, Cyprus


Zone 4 / 20 € / 4 – 10 Working days

United States, Canada, México, China, Hong Kong, India, Singapur, UAE


We dispatch all orders within 24/48 hours, please note, we do not ship on the weekend or holidays. Orders placed after midnight on Thursday may be processed on Friday but will not be shipped until Monday. In sale periods this may take longer.

Delivery times appearing on the site are estimates and are to be used as a guide only. These delivery times start from the date of shipment.

Once your order is sent, you will receive a tracking number by e-mail to follow your package. You can contact info@novelwalk.com if you have any further questions or concerns regarding the shipment of your order.

Unfortunately, we are unable to change a delivery address once the order has been dispatched. If you change the delivery address, there will be an additional charge, which you will have to pay to the courier company directly upon delivery.

If the parcel is damaged when it arrives, please contact us within 24 hours and we will contact the courier Company.

*important for customers outside the European Union:

Take into account that international shipments outside the European Union, might have some additional duties fees and taxes once the shipment reaches your country.

Novel Walk cannot control or predict these charges, it is our client’s responsibility to pay any additional charges for customs clearance.

If you shop from outside of the European Union, the prices visible on the website are without 21% taxes. Please take into consideration that the tax will be applied in form of duty fees once the parcel arrives at your country’s customs, apart from the tax you might be also charged for the customs procedures.

Please know that the client is responsible for all the additional fees like taxes, duties and customs fees. We recommend to request information at your local customs office in order to calculate any eventual additional fees.

In case you refuse to receive the order because of the unexpected additional fees, Novel Walk reserves the right to charge you both depart and return shipment costs as well as the additional fees generated by the customs.

RETURNS

If you are not satisfied with your order, you may request to return the products sending an e-mail to info@novelwalk.com within 14 days from the date you received your order.

Cost of returning and exchanged goods will be assumed by the customer. No additional duties will be refunded.

You should consider using a trackable shipping service or purchasing shipping insurance, because we can’t guarantee that we will receive your returned item.

The product must be returned in its original condition, along with the dust paper, the intact box and all Novel Walk tags attached, as these elements are considered part of the product. Please place the shoe box inside a larger accommodating box in order to prevent damage during shipping.

We invite you to try on the shoes on a soft surface, in order to avoid any damage to the sole or other parts of the product.

Returns that do not meet these requirements will not be accepted and will be sent back to the customer with the costs at their expense.

We will normally inform you within 3 working days if we accept the return request.

Novel walk will refund the amount of the returned goods through the same payment method you used to purchase your order within 30 days.

All returns must be clearly labelled as “returned goods” on any documents as well as on the parcel.

All returned items must be accompanied by the original invoice.

Returns and Exchanges should be sent to the following address:

Novel Walk: Boix, 19 · 08230 Matadepera (Barcelona) · Spain

If, however, Novel Walk has made a mistake regarding your order or if your item is faulty when you receive it, we will assume the shipping costs. If this is the case, please contact us as soon as possible at info@novelwalk.com.

Please note that Novel Walk cannot be held responsible for articles that are lost or damaged during transport.

SIZE GUIDE

* When measuring your child’s foot length, it is important to measure both feet as they may not be equally long. Position their heel against a wall, then, place a book so that it is touching their longest toe, after which you measure the distance from the heel to the longest toe.

PRODUCT CARE

Our shoes are made with care using high quality materials. We manufacture them in an environmentally friendly way and we also care for the people involved in the process, we are very interested in the handcrafted side of the production, the human perspective and the know-how of the people behind it, for that reason we produce entirely in Spain.

The high standard quality of our products is guaranteed by a well-balanced mix of traditional craftsmanship, modernity and creativity.

To keep them looking good over time we recommend you to follow these care instructions noted below:

Protective impregnation:

New shoes and boots should always be impregnated before putting them into use. Impregnation helps ward off a lot of dirt, protecting the exterior of the footwear. It also has a water-repellent effect. It is important to impregnate leather and suede footwear at regular intervals in order to maintain a protective coating. Always clean your footwear prior to impregnation. We recommend impregnating leather and suede footwear with 2 thin coats instead of a single thick coat.

Caring for smooth and grained leathers:

All smooth or grained leathers should be cleaned with a soft, clean, dry cloth to remove excess dust and dirt. To revive the color, apply a small quantity of neutral wax-based shoe cream and buff with a soft cloth. Avoid direct contact with substances that contain alcohol, oils and abrasives. Avoid direct exposure to sunlight and heat. In the case of direct contact with water, allow to dry carefully in a cool, well-ventilated place.

Caring for suede leathers:

Use a brush with soft bristles to gently clean the leather and maintain the characteristic effect of the suede material. Where necessary, use a neutral water-repellent spray specifically for shoes to protect the leather from humidity, always applying it to dry shoes. Avoid direct contact with substances that contain alcohol, oils and abrasives. Avoid direct exposure to sunlight and heat. In the case of direct contact with water, allow to dry carefully in a cool, well-ventilated place.

COLOR

We have made every effort to display in our website the colors of our products as accurately as possible. However, as computer monitor, tablets and mobile devices vary, we cannot guarantee that your monitor’s display of a color will be completely accurate.

CUSTOMER SERVICE

For any query, incident, claim or exercise of their rights, the user can send an e-mail to info@novelwalk.com