Terms & Conditions

Ciao! Welcome to Susana Madrid and thank you for using our website! On this page you can find information about us and the legal terms and conditions (T&C) on which we sell our Susana Madrid shoes (Products) listed on our (Website): www.susanamadrid.com/shop

These T&C will apply to any contract between us for the sale of our shoes to you. Please read carefully these T&C and make sure that you understand them, before ordering any shoes from our Website. Please note that before placing an order you will be asked to agree to these T&C. If you refuse to accept these T&C, you will not be able to order any Products from our Website.

We recommend you print or save a copy of these T&C for future reference.

These T&C can change from time to time so please read them carefully before placing any orders on our Website. Please note that changes made after you have placed an order will not affect that order unless we are required to make the change by law.

If you have any additional questions and you are a business customer please send an email to info@susanamadrid.com and we will respond to your inquiry.



The Website is generated by Susana Madrid registered in Italy - Partita Iva IT01879740494 with main address in Via Puini 12, Livorno, LI 57128.


We aim and have worked really hard to make sure that the images of the Products on our Website are representative and are as accurate to what they look like in our showroom. However, please note that images may not display equally in all computers and screens, therefore we cannot guarantee that your computer truthfully displays the colors or texture of the Products. Products may vary slightly from those images.



By placing an order through our Website you warrant that:

-You are at least 18 years old.

-You are legally capable of entering into binding contracts.



You will be guided through our shopping page with the steps you need to take to place an order with us. Our order process allows you to check and modify any errors before submitting your order to us. Please take time to read and review your order at each stage of the order process.

All orders are subject to availability and acceptance by us. Please note items in your shopping basket are not reserved and may be purchased by other customers.

Once you have placed an order, you will receive an email confirming we have received your order. We will then verify your order and send you an email that confirms that the Products have been shipped (Shipping Confirmation). The Contract between you and us will be created only when we send you the Shipping Confirmation.

We do reserve the right to not accept your order in the event, -for example: that we are not able to get authorization for payment, that shipping restrictions apply to a particular item, that the Product ordered is out of stock or we cannot meet your requested delivery date or that you do not meet the eligibility criteria set within our T&C. You will be informed of this by e-mail and we will not process your order. In case you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible.


KINDLY NOTE: if you are a consumer based in the UK or EU you have a legal right to cancel a Contract only when providing us written notice within a specific period. You have the right to cancel your order within 14 days without giving any reason.

Your legal right to cancel a Contract starts from the date of the order confirmation, which is when the Contract between us is formed. To cancel a Contract, please contact us in writing to notify us by sending an e-mail to info@susanamadrid.com or by sending a letter in either case headed ‘Notice of Contract Cancellation ‘to Susana Madrid, Via Puini 12, Livorno, LI 57128, Italy. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you sent us the e-mail or posted the letter to us.

We recommend that you insure the return shipment as you are under a duty to take reasonable care of the Product and will be liable for damage to them until we actually receive them at our warehouse. We also recommend that you use a secure, with traceable means service to return your order to us. Product, which is being the subject of cancellation, must be shipped to Gls Pisa Divisione Logistica C/O Riccardo Bertoli, Via Lombardia 30, 56025 Pontedera (Pi), Italy. You should retain proof of sending, in case of a dispute. Please note that you must cover the cost of the return shipment, as our returns policy does not apply to orders cancelled. Product should be returned to us with their original packaging and footwear must be tried only on carpeted surfaces. Product must be unused, unworn and in perfect condition. Product must be sent from the country that the order was delivered to.



Upon receipt you must immediately check all Products received against your order. If the Product you receive is damaged, defective or in any way incorrectly supplied on delivery then you must note the details of any damage or error in supply on the delivery documentation or if you are unable to view the items on receipt, you must inform us (by post or email only) as soon as possible but in any case within a reasonable period of time. Product must be returned with its original packaging and footwear must be tried on carpeted surfaces only. Product must be unused, unworn and in an unaltered condition.

To return or exchange a product you will need to first notify us. Please email info@susanamadrid.com. Your request must be submitted within 7 days of receipt of the goods. Once your request has been approved we will notify you of the return options available. You should not return any Product to us until these arrangements have been made. Any return must be made in a single delivery shipment and any fragmented returns may incur additional costs payable by you to us. It is imperative that you follow our instructions for the return of your items and that all goods are shipped back to us within 72 hours of the return label is issued. You will need to contact your local DHL depot to arrange for a pick-up. There is no charge to exchange items for a different size, however all exchanges are based on stock availability. Shipping is also free on the replacement item.

NOTE: If you are ordering Product from us from outside the EU you are wholly responsible for the payment of all taxes and duties on any supply of Product. You must deal with this application directly with the appropriate authority. Additionally any returns of Product from outside the EU, will incur a return Shipping charge, which shall be deducted by us from your credit/debit card.

Any refunds given by us will be made to the debit/credit card account provided when you placed your order and will be subject to our right to withhold amounts for products that are damaged or degraded on return. Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. If you have returned the Products to us because they are defective or incorrectly described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.



We deliver to most countries outside of the EU. However there are restrictions on some Products for certain International Delivery Destinations, and if there are restrictions imposed on imports of certain goods, then we may not be able to accept your order.

If you order Products from our Website for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.


We accept Visa, MasterCard, and any other methods, which may be clearly advertised on the Website. You can also choose to pay with PayPal. When selecting this option at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’. Once this transaction is complete, you will then return to our Website. Payment will be debited and cleared from your account upon shipping of your order. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorized by the owner of the credit/debit card to use it. All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, we will not be able to confirm and ship your order. Payment for the Products and all applicable delivery charges is in advance. We will not charge your debit card or credit card until we ship your order.


We provide a warranty that on delivery and for a period of six months from delivery, the Products will be free from material defects. However, this warranty does not apply in the circumstances described in the Events Outside Our Control section below.



We will not be responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control. An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation: strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or difficulty of the use of railways, shipping, aircraft, motor transport or other means of public or private transport or change in law affecting the supply of the Products. If an Event Outside Our Control takes place and affects the performance of our obligations under a Contract: we will contact you as soon as possible to notify you; and our obligations under a Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. If the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over. You may cancel a Contract affected by an Event Outside Our Control, which has continued for more than 30 days. To cancel in these circumstances please contact us by writing us to info@susanamadrid.com.


This website is for your personal non-commercial use only. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, commercially exploit, create derivative works from, transfer, or sell any content, software, products, or services contained within this website. You may not use it, or any of its content, to further any commercial purpose, including any advertising or advertising revenue generation activity on your own site without previous consent of both parties.