Política de devoluciones
RETURNS
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Full-priced items
Full-priced items purchased online may be returned for a refund or exchange within 14 calendar days of delivery.
To be eligible, items must be unworn, unwashed, and in their original condition, with all tags, packaging, and accessories included. You may try on garments to ensure the size and fit are appropriate.
Sale items
All discounted items are final sale and are not eligible for returns due to change of mind, exchanges, or refunds. This includes items purchased during promotions and clearance sales.
Final sale conditions do not affect your rights under applicable consumer protection legislation, including those related to defective or incorrectly delivered products.
How to make a return
Contact us via hello@thesilverdeer.com or alexa@thesilverdeer.com, or call us at +52 55 8050 5177 within 14 days of receiving your order. Include your order number and the item you wish to return or exchange.
Once the return is authorized, we will coordinate a free pickup at your address within Mexico and provide you with the necessary instructions. Please do not send any items before contacting us.
Exchanges
If you prefer another size, we will gladly coordinate the exchange, subject to availability. If the requested size is not available, you may choose between a refund or store credit, provided it is an eligible item purchased at full price.
When possible, exchanges for a different product may be made. Any price difference will be confirmed before proceeding.
Refunds
Once we receive and inspect your return, we will confirm its approval and process the refund using the original payment method. Please allow up to 10 business days for the refund to be processed, in addition to any extra time your bank or payment service provider may require.
Original shipping costs are non-refundable for returns due to change of mind, unless otherwise provided by applicable law.
Return conditions
Shoes must be tried on indoors only and returned in their original boxes in good condition. Shoe boxes must not be used as outer packaging for shipping.
Items that have been worn, washed, damaged, or altered, or that do not retain their original tags, may not be accepted for a return due to change of mind. Personalized, made-to-order, or specially requested items are not eligible for returns due to change of mind, unless otherwise agreed upon in writing.
Damaged or incorrect items
If your order arrives damaged, defective, or incorrect, please contact us via hello@thesilverdeer.com or alexa@thesilverdeer.com, or call us at +52 55 8050 5177 as soon as possible. Please include your order number and photographs of the issue. We will coordinate free pickup and work with you to provide the appropriate solution, in accordance with applicable law.
International orders
For orders delivered outside of Mexico, please contact customer service via hello@thesilverdeer.com or alexa@thesilverdeer.com, or call us at +52 55 8050 5177 before arranging a return. For returns due to change of mind, shipping costs, customs duties, and taxes may be the customer's responsibility. We will provide you with the customs documentation and corresponding instructions.
In-store purchases
Returns and exchanges for purchases made in our physical stores will be subject to the conditions communicated at the time of purchase and to applicable consumer protection legislation. For assistance, please contact the store where you made your purchase.
Contact
For any questions regarding your order, return, or exchange, please contact us:
hello@thesilverdeer.com/alexa@thesilverdeer.com, or call us at +52 55 8050 5177
Silver Deer reserves the right to inspect returned items to confirm that they meet the conditions stated above. Nothing in this policy limits the rights you may have under applicable consumer protection legislation.