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Terms of service

Can I request a size exchange?

The first size exchange is FREE and only available in Mainland Spain for footwear. For orders outside Mainland Spain, you must request a return and place a new order.

We strongly recommend trying shoes on a soft surface to avoid damaging the sole, such as a dark carpet. Soles with marks, scratches, or damage will not be accepted for returns or exchanges, as they must be withdrawn from sale. The customer must return the sandals in the same condition they were received.

Steps for exchanges or returns:

Each order includes a postcard with instructions. To request an exchange, contact us at customercare@thejimenas.com within 15 business days from receipt of your order. Our customer service is available Monday to Friday, 9:00–13:00 (except local holidays in Madrid).

Provide the following in your email:

  • Order numberItem reference to return/exchange (include a link if necessary)
  • Confirm if delivery address matches the pickup address; provide phone number
  • Preferred time for collectionWhether you request a return or exchange
  • Reason for return (helps us improve our service)

⚠️ Jewelry items cannot be returned for hygiene reasons.

Important: If you want to change the model/color or request a second size exchange, it must be processed as a Return, not an Exchange.

Mainland Spain

You can request your first footwear size exchange for free within 15 business days of receiving the product. For additional exchanges or model/color changes, request a return and place a new order. The previous size will be collected by the carrier when delivering the new size.

Balearic Islands

Contact customercare@thejimenas.com.
Size exchanges in the Balearic Islands are not free and will be processed as a return and new purchase. Refunds will be issued once the returned product is received in its original condition.

Europe & Rest of the World

Contact hello@thejimenas.com.
Size exchanges outside Mainland Spain are not free and will be processed as a return and new purchase. Refunds will be issued once the returned product is received in its original condition.

⚠️ Exchanges are subject to stock availability. If unavailable, a return will be processed with applicable shipping costs.

RETURNS

Can I return a product?

Yes. Returns can be requested within 15 days from receipt. Test shoes on a soft surface (e.g., dark carpet) to avoid damaging the sole. Soles with marks, scratches, or damage will not be accepted, as they must be withdrawn from sale. The customer must return items in the same condition as received. Customers are responsible for collection and return penalties.

Steps for returns:

Contact customercare@thejimenas.com (Mon–Fri, 9:00–13:00, except Madrid holidays) and include:

  • Order numberItem reference to return/exchange (include link if needed.
  • Confirm pickup address; preferred time.
  • Specify return or exchange.
  • Reason for return

⚠️ Jewelry cannot be returned for hygiene reasons.

Mainland Spain

Once the warehouse receives and verifies the product is in perfect condition (original packaging, no signs of use), the refund will be processed within 2–7 business days.

  • Orders from 31/07/2025: €9 return fee per parcel (covers shipping both ways, €4.50 each). If the customer paid for initial shipping, only return shipping (€4.50) is deducted. For size exchanges where the order is not kept, €18 will be deducted (2×2 shipping trips).
  • Orders prior to 31/07/2025: €12 return fee per parcel (covers shipping both ways, €6 each). If the customer paid for initial shipping, only return shipping (€6) is deducted. For size exchanges where the order is not kept, €24 will be deducted (2×2 shipping trips).

Balearic Islands

Refund processed within 2–7 business days.

  • €36 return fee per parcel if handled via our platform, €18 if using your own courier. Packages sent by your courier are your responsibility until received at our warehouse. Insurance and tracking are strongly recommended.

Europe & Rest of the World

Refund processed within 2–7 business days after warehouse verification. Return shipping costs equal outbound shipping costs will be deducted.

Using another courier

You may use another courier, but the item remains your responsibility until it arrives at our warehouse. Return penalties (outbound shipping costs) apply. If your courier fails to deliver, you must arrange re-delivery. JIMENAS cannot collect from drop-off points.

Important notes:

  • Items are your responsibility until received.
  • Test shoes on soft surfaces. Leather soles are hand-dyed; test on dark surfaces, or place protective paper between the sole and surface. Soles with marks, scratches, or damage will not be accepted.
  • JIMENAS may refuse returns outside deadlines or if items are not in original condition.
  • Refunds may take up to 14 days, depending on your bank. International transfer fees are the customer’s responsibility.

CANCELING ORDERS

Before courier pickup

Possible if the order is not prepared in the warehouse. Fees vary by platform:

  • Shopify: 1.8% + €0.30 per order.

  • External platforms (Shop Pay, PayPal, Apple Pay): fees vary; screenshots of the deduction will be sent for confirmation.

After courier pickup

Not possible. The order must be received, and a return requested, incurring the applicable shipping penalties.

CLAIMS

For any issue, contact customercare@thejimenas.com with clear photos showing the problem.

  • Manufacturing defects: item will be collected and repaired or replaced if unavailable. Full refund if the item cannot be repaired or replaced.

  • Consumer misuse: JIMENAS is not responsible for damages caused by improper handling.

Official complaint forms can be downloaded from your regional consumer authority website.

RIGHT OF WITHDRAWAL

  1. Customers may withdraw within 14 calendar days from receipt.

  2. Exercise via email to hello@thejimenas.com with subject: “Product return due to withdrawal” and order number.

  3. Only requests through this procedure are accepted.

3.1 Refund includes total purchase minus shipping and platform fees (1.8% + €0.30). Refunds processed via the original payment method. Customers bear direct return costs.

3.2 Returned products must be sent within 14 calendar days. Refunds processed within 14 calendar days after withdrawal notification and receipt of the product.

3.3 Products must be returned in original packaging with invoice, securely packed to avoid damage.

  1. Jewelry items cannot be returned for hygiene reasons.

  2. Items marked as Archive Sale cannot be returned due to hygiene, usage, or inherent imperfections.