1. How Our Fulfilment Works
At Ciroga, we believe in being upfront about how orders reach you. To keep our collection accessible and fairly priced, we work with an international fulfilment partner who handles storage, quality checks, and dispatch on our behalf.
For standard returns (such as change of mind or wrong size), items are sent back to the return address we provide. Return shipping costs in these cases are the customer’s responsibility, and we recommend a tracked shipping service — we cannot take responsibility for items lost in transit without tracking.
If something goes wrong on our end, it’s on us. If you receive a faulty, damaged, or incorrect item (wrong style, colour, or size), you won’t pay anything to return it. We’ll arrange a replacement or full refund at no cost to you.
2. The Essentials
| Return window | 30 days from delivery |
| Refund processing | Within 14 days of your return request being accepted |
| Restocking fees | None |
3. Condition of Returned Items
To be accepted, shoes must be returned:
- Unworn outdoors, clean, and without marks on the jute sole (jute absorbs dirt and cannot be cleaned to “as new” condition).
- In their original box and packaging, with any tags attached.
Please try your shoes on indoors, on a clean surface. Items returned in a used condition may be subject to a reduced refund reflecting their loss of value.
4. Size Exchanges
Wrong size? Contact us within 30 days of delivery and we’ll help you exchange your pair for another size, subject to availability.
5. How to Return Something
Email support@ciroga.com within 30 days of receiving your order, with your order number and the reason for your return. Once approved, we’ll send you clear instructions on where and how to send it back.
6. Refunds & Cancellations
Refunds are issued to your original payment method. We may wait until we have received the returned item, or proof that you have sent it, before issuing the refund. You’ll receive an email once it’s processed.
Cancellations are possible before an order has been processed or shipped — email us as soon as possible. Once an order has shipped, our return process applies.
7. Your Legal Right of Withdrawal (EU)
In addition to our 30-day policy, EU consumer law gives you the right to withdraw from your purchase within 14 days of delivery, without giving any reason. To exercise this right, send us a clear statement by email (you may use the model withdrawal form below, but it is not required). This right applies regardless of our own return terms.
Model withdrawal form:
To Ciroga, 28 Passage Henri IV, 81100 Castres, France — support@ciroga.com:
I hereby give notice that I withdraw from my contract for the following goods: [product], ordered on [date] / received on [date]. Name: [ ] — Address: [ ] — Date: [ ]
8. Legal Guarantee of Conformity
All products sold to consumers in the EU benefit from a legal guarantee of conformity of 2 years from delivery. If your item is defective or not as described, contact us and we will repair, replace, or refund it in line with the law.
9. Get in Touch
- Email: support@ciroga.com
- Phone: +33 5 63 71 78 76 (Mon–Fri, 9:00 AM – 5:00 PM CET)
- Address: 28 Passage Henri IV, 81100 Castres, France28 Passage Henri IV, 81100 Castres, France