5.9 Right of withdrawal (Ley 3/2014 de 26 de marzo por la que se modifica el texto refundido de la Ley General para la Defensa de los Consumidores y Usuarios):

Art. 102 de la Ley 3/2014: The consumer and user will have right to desist from the contract during a period of 14 calendar days without having to give any motive, except the following exceptions foreseen in the article 103:

c) Delivery of goods that are made to consumer’s specifications or which are clearly tailored

d) Delivery of goods which are not suitable to be returned for health or hygiene reasons and where a seal was removed after delivery.

Therefore, since our products are made to order according to customer specifications, you do not have a legal right of withdrawal for made orders.

Nevertheless, Pinsoup grants you the following EXCHANGE GUARANTEE exclusively applicable to products of the Heritage and Retro Boots lines (excluding Stage range). This Pinsoup voluntary guarantee does not affect your legal rights.

The Pinsoup products are handcrafted made exclusively for you according to your instructions. It means that products are created just for you .As customer you are the only responsible for the choice of model and size.

However, if after receiving the product does not fit your foot, you can ask for a size change within 14 calendar days following of receipt. The change period will be 14 days from the date you or a third party named by you, who is not the carrier, have/has taken possession of the goods.

The product should be returned unused, with original labels and in its original packaging. Promotional materials that may accompany the product (stickers, badges, flyers ...) are considered a gift to the customer and not have to be returned.

You must send back or submit the goods immediately, but in any event no later than fourteen (14) days from the date you requested us the EXCHANGE GUARANTEE.

All the shipping costs derived from this size exchange will be payed by the customer: the cost of returning the product and the cost of shipping the new product manufactured in a new size.

This exchange guarantee does not apply to customised products with fur materials, logos, flags, symbols, or changes in the product design.

From 01/06/16 if the product is discontinued ( basic line and sneaker line), it will be of no effect any return (refund, changing sizes..); of the above mentioned products we only offer repair.

For request this EXCHANGE GUARANTEE:

A) For request a new pair in another size you must send us an e-mail to for instructions and a return address

B) The returned pair will be examined by specialists. If it is used, it is sent without his original label, without his original packaging or it is damaged, it will be sent back and will not proceed to exchange.

C) All the shipping costs derived from this size exchange will be payed by the customer. If the exchange is rejected for the reasons given, return costs will also be paid by customer.

5.10 Return of Damaged or defective Products

For Pinsoup, quality is paramount. We thoroughly test all our Products in real-life conditions to ensure they are fully capable of standing up to the uses for which they were designed. It is extremely rare for our Products to be damaged or defective.

If a product is defective, contact us for return instructions by sending an email to customer service:
return address:

Creepers Custom
Hórreo 19 loc. 41
Santiago de Compostela

Returned Products are inspected by the Pinsoup Quality Assurance Department and refunded if the damage is the result of a manufacturing defect or deviation from factory specifications. We undertake to fully refund the cost of any defective Products.

You only have to pay for any diminished value of goods if this diminished value is due to improper handling on your behalf while ascertaining the nature, characteristics and functioning of the goods.

If the problem was caused by reasons other than materials quality or assembly process, the original product is returned to you.

We do not refund Products:

2. Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp objects, etc)

3. Damaged by misuse or activities other than the intended purpose (use of shoes for sports or as work boots, etc)

Please note the life expectancy of any Pinsoup product depends on the individual using the Product, the conditions of use, and the characteristic wear patterns of the user. We are not able to replace products damaged by normal wear and tear or that have exceeded the reasonable life of the product. The return costs of defective products will be account by Pinsoup as long as these are reasonable expenses and as long as such returns are made in accordance with section 5.10. Returns not made in accordance with section 5.10 shall be at your own risk and at your expense. The defective products must be returned unused, complete and in their original packaging. The length of time your return is in transit is beyond our control, despite us processing your return immediately upon receipt. We shall refund the costs of defective product(s). Refunds will be made using the same type of payment as was used making the original purchase. Please note that Customised Products have been designed specifically for you. This means that (without this affecting your statutory rights) we cannot accept returns of these products, unless they have manufacturing defects. If you have questions regarding the return of customised products that were purchased from the website, please send us an email to our Customer Services Team: Our Customer Service team is available to assist you Monday through Friday from 9:00 to 19:00. Please don't hesitate to contact us with your questions and comments.