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Return and exchange policy

We hope you never need to exchange your Bibi shoes, but we know that eventually this can happen. In these cases, check our exchange and returns policy, and see how our procedure works.
Return for Regret / Giving up

You have up to seven calendar days from the date of receipt registered by the Post Office or Carrier to waive the purchase. Return requests will be accepted as long as the product meets the following conditions:

- Can't show signs of use;

- Must be in its original packaging;

- Accompanied by the Fiscal Receipt.

To request the return of the product, you must contact our Customer Service Centre at customerservice@bibiuk.com and inform:

1. Full name or email address with which you made the purchase;

2. Order number;

3. Reference of the product to be returned;

4. Reason for returning the product.

After sending this information, we will send you a postage authorisation to send the product at no cost.

The refund, reimbursement or exchange process for purchases will only be made after the product has been returned to our Distribution Center and refunds will be made after an analysis of the conditions of the returned product. This will be done within 3 business days after receipt of the product.

Payment by Credit Card:

The chargeback may occur in up to 2 subsequent invoices. This procedure is of the responsibility of the card's administrator.

Payment with Online Banking Slip or Debit Card:

The return of the amounts will be made through a bank deposit to the banking account owned by the client, in the shortest possible time, and must be made within 3 (three) business days after we receive your product.

Exchange By Model, colour Or Numbering

The Bibi Virtual Store is responsible for all the costs of the first exchange of your purchases. However, as of the second request for the exchange of the same order, the consumer will be responsible for the payment of the shipping.
You have up to seven calendar days, counting from the date of receipt registered by the Post Office or Carrier to request the exchange for another model, colour or numbering. Requests for exchange will be accepted as long as the product meets the following conditions:

- Can't show signs of use;
- Must be in its original packaging;
- Accompanied by the Fiscal Receipt.

To request the exchange of the product, choose another item from our website according to the stock available and contact our service center by the email customerservice@bibiuk.com informing:

1. Full name or email address with which you made the purchase;

2. Order number;

3. Reference of the product to be returned;

4. Reason for returning the product.

After sending this information, our attendants will send you a postage authorization, to send the product at no cost.

The new product will only be shipped after the return of the exchange to our Distribution Centre and analysis of the conditions of the returned product. The analysis will be carried out within a maximum period of three (3) business days after receipt of the product. The delivery time for the new product may vary by location and will generally be the same as the initial order term.

Defected Product Exchange

The Bibi Virtual Store offers you 90 days after receiving the product to make the change due to defect, following the rules of the Consumer Protection Code. In order to request the exchange due to manufacturing defects, you must contact our Service Centre at customerservice@bibiuk.com and send us the following information:

1. Full name or email address with which you made the purchase;

2. Order number;

3. Report the defect;

4. Two photos of the product, one where the defect is visible and another of the sole.

After sending this information, the images will be forwarded for analysis in our quality laboratory. If it is not possible to identify the defect by the images, it will be necessary to send the product for a physical analysis in our Quality Sector.

The valuation report may or may not be favourable to the exchange of the product. The average time to complete the analysis is 5 days after receipt of the product / photos.

In case of negative analysis, the customer will have the same product sent back to their address jointly with the technical report.

In case of a positive result, when the product does in fact present a manufacturing defect, it will be replaced by another one within the store stock availability. The new product should be limited to its limit value. If there is a price difference, a charge will be made through a bank account deposit.

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