Product selection

You can place an order through our website following the usual process. Once you are clear about the product you want to buy, you must select the size you use, and add the item to the shopping cart.

Payment of the order

Delivery address

Then you will have to choose an address and mode of delivery, and finally validate the mode of payment. It's that simple! And it can be even more so if you register as a customer, since you will save some steps in future purchases (apart from accessing discounts and exclusive promotions). Unfortunately, we do not accept orders over the phone.

Once the order has been placed, we will send you a confirmation email within 24 hours of placing the order, confirming that we have received it and that we are processing it. If you did not receive this confirmation email, please check that you have not received it in your Spam folder before contacting us. If you don't have it there either, then write to us and we'll help you.

We will inform you by email of the most important steps your order goes through, which are the reception of the order, the preparation and the shipment. You can also check the shipping tracking number in your order data, in case you want to do a detailed follow-up of the route. If you don't see the tracking number on your order, don't worry, contact us and we'll find it to make it easier for you.

Once the order is placed, we will not be able to make changes to it, since it goes directly to the preparation warehouse. In the event that the order has not yet left the warehouse, what we can still do is cancel the order if you contact us immediately. We will cancel it, we will refund the amount paid, and you can buy another pair that you like better.

In the event that the order had already left the warehouse for your home, then you must wait to receive it to then process it as a return.

If you have regretted the purchase (nooo!) we can cancel your order as long as it has not left our warehouse. In that case, write to us immediately at userexperience@muroexe.com informing us of the case and your order number, and we will try to cancel it.

If it was already in transit, you will have to wait to receive it to request a refund.

Stock out of stock while an order is processed

We want to remind you that there is a period of time between when you place the order and we process it, time in which the Available stock of a product is likely to vary and even run out. If an item is sold out in this period of time, we will contact you and inform you, instantly paying you the amount paid.

The forms of payment that we accept are: credit or debit card (Visa, MasterCard, American Express), Paypal and installment payment with SeQura. At Muroexe we comply with all security standards regarding the treatment of the information you provide us, so your data will be safe at all times. We do not store any of the debit or credit card details that you use to pay for a product. At the time of processing the order, the card data will be transmitted in a totally secure and encrypted way to the payment platforms with which we work, which will be in charge of carrying out the transaction with the bank, complying with the most advanced requirements in terms of security in commercial transactions through the Internet.

The installment payment with Sequra works as follows:

Payment in installments in 3 months without cost or in 6.12 or 18 months for only a small cost per month

Split the payment of your order into 3 equal payments, without any added cost. One payment per month. No more. Instantly and without paperwork.

For example, if you choose to pay for an order of €100 in 3 months, you would pay €33.33 at the time of purchase and another €33.33 for the following two months.

>Split the payment of your order in 6, 12 or 18 months for only a small fixed cost per month. Only with your ID, mobile and bank card. Instantly and without paperwork. You can complete the payment whenever you want at no additional cost. You will only be able to split the payment in 18 months from orders of €390.

For example, if you choose to pay an order of €180 in 6 months, you would pay €33 per month (only €3 per month for installment).

It is so easy and fast to divide your payment with SeQura:

1. Select Installment Payment as payment method at the end of your purchase.

2. Enter your data (DNI and mobile), choose your payment plan and pay the first monthly payment.

3, Enjoy your purchase! The rest of the payments will be made automatically each month.

If you have questions, answer them here.

Pay Later (up to 7 days after shipping)

Receive your order and check it calmly before paying. When your order leaves the store we will notify you and you will have 7 days to check and pay, without additional costs.

It is so easy, fast and safe to buy with Pay After SeQura:

1. Select Pay Later as the payment method at the end of your purchase.

2. Enter your data (DNI and mobile).Without entering payment data and at no added cost.

3, Enjoy your purchase! Check your order and pay for it up to 7 days after shipment. SeQura will notify you by email of the date and method of payment.

If you have questions, answer them here.

Sure. And if you do not trust our word, we have the E-trusted seal of quality and online reputation, where all our clients can assess both the service and the quality of the final product.

Our website is absolutely secure and the data you provide us for payment are transmitted in SSL encrypted form. In addition, payments with Visa and Mastercard are always CES (Secure Electronic Commerce) transactions.

Sure. And if you do not trust our word, we have the E-trusted seal of quality and online reputation, where all our clients can assess both the service and the quality of the final product.

Our website is absolutely secure and the data you provide us for payment are transmitted in SSL encrypted form. In addition, payments with Visa and Mastercard are always CES (Secure Electronic Commerce) transactions.

Orders over €75 to the peninsula, the Balearic Islands or Portugal have free shipping. For orders under €75, shipping costs will be €3.99 (VAT included).

Orders over €110 to European countries have free shipping. For orders under €110, shipping costs can range between €3.99 (VAT included) for the nearest countries and €14.99 (VAT included) for the most distant ones.

All orders to countries in the rest of the world will have a shipping cost of €29.99 (VAT included).

Keep in mind that orders to destinations outside the European Union may be subject to additional expenses (import taxes, customs duties and/or fees applied by the authorities of each country) that the buyer must bear. Customs policies are highly variable, so we recommend that you contact your local customs office for all the information.

We are working to have this option very soon, but unfortunately it is not available at the moment.

If your Muroexe products are destined for Spain (Peninsula) the delivery time is usually 24-48 hours. In case the destination is Spain (Baleares) then the term is from 7 to 14 working days. Keep in mind that the transport company does not ship on weekends.

Unfortunately, we do not ship to the Canary Islands, Ceuta and Melilla.

Once the product is shipped you will receive an email with the tracking number. In the event that within 7 working days of placing the order we have not yet sent you this email with the follow-up, please contact us at userexperience@muroexe.com and we will look for it for you.

Different delivery and billing address

Remember that if you want to put a different delivery address than the billing address, you have to specify it when you give us the shipping details, since once the order has been placed, it will always be more complicated to change the delivery details, although we will try. To do this, contact us and we will try.

If the carrier can't find anyone at the delivery address, they will try to deliver again the next day. If it still fails to deliver, it will try a third time. If they cannot make the delivery on the third attempt, then the package will return to our offices. That is why it is important to specify a shipping address where there will surely be someone who can pick it up.

Alternative delivery address

Remember that you can access with your tracking number to the GLS website and, under certain conditions, change your delivery address if you think it will be easier for them to deliver it to another address.

Returns in Spain are always free except in cases of special liquidations. Of course, returns of items that are not in perfect condition or that show clear signs of use and/or manipulation are not allowed. You must return the item in its original box and, whatever way you return it, it must be accompanied by a copy of the invoice or the purchase delivery note.

Returning products used

We insist, we strive to accept all returns, but in the (unlikely) event that we receive a returned item in poor condition or used, unfortunately we will not be able to accept the return and it will be returned to you. we will send again.

We indicate the steps to make a return of your purchase in Muroexe. Returns are free, always through the Post Office, and you have 14 calendar days from the moment you receive your purchase to request it.

1. You have to repack the pair of shoes in their original box, along with a copy of the invoice or purchase receipt, and go to a Post Office (the usual yellow ones) and indicate that you want to make a "Return of Reverse Logistics of Correos Express". You have to indicate the code "return-2022" (as it is written, in lower case, with a hyphen, without spaces and without the brackets) and they will accept the package, which will be returned to us at our central facilities.

Ask the official for proof of the return, so you can track the return at https://www.correosexpress.com/web/correosexpress/home

2. As soon as we receive the item and confirm its status, we will proceed to generate a coupon for the value of the returned item (except for shipping costs, these are only refunded in the case of shipping a product with defects or manufacturing defects or shipping wrong product) of your purchase within 14 days of collecting the products. Keep in mind that we review each product: if the product you send us is not in good condition for reasons beyond our control or has been used, the refund will not be made, but we will return the same pair that you sent us, since does not meet the minimum conditions.

UPDATE - VALID FROM 19/07/2023 - COST OF RETURNS.

Returns are charged at €7.95 PER PAIR from the return of the second pair onwards.This cost will be deducted from the amount to be refunded in the voucher. Below is a table with examples of how the refund rates will be applied. CLICK HERE

PROCESS

We will arrange for a courier to pick up the goods you wish to return, please confirm a suitable date from Mon-Fri, 9:00-18:00. If you require the pick up at a different address than your original delivery address please advise. Once you confirm a suitable pick up day we will arrange this for you. As soon as the warehouse receives te parcel, we will send you a message. If you wish to receive another size, you´ll have to place a new order with the correct size.

UPDATE - VALID FROM 19/07/2023 - COST OF RETURNS.

Returns are charged at €7.95 PER PAIR from the return of the second pair onwards.This cost will be deducted from the amount to be refunded in the voucher. Below is a table with examples of how the refund rates will be applied. CLICK HERE

PROCESS

You can send us the items you wish to return with a return label. 

Please click on the link below and follow the instructions. 

https://www.gls-returns.com/#/m/muroexe

Once you have completed all the steps, you will get a label that you can print to take the package to the selected pick up point.

If you wish to get another size, it´s necessary that you return the product that doesn´t fit and place a new order with the desired size.

As soon as we receive the parcel and our quality team accepts it, we will proceed to refund you in a discount code format for the value of the returned products. We do not refund any shipping costs as they are used for the shipment of the order.

Please take into account that this process can take up to 14 days from the day the parcel arrives to our warehouse

UPDATE - VALID FROM 19/07/2023 - COST OF RETURNS.

Returns are charged at €7.95 PER PAIR from the return of the second pair onwards.This cost will be deducted from the amount to be refunded in the voucher. Below is a table with examples of how the refund rates will be applied. CLICK HERE

PROCESS

Please return the shoes to the following address and include a copy of the delivery document or your invoice to:

ASCOR MANIPULACIONES S.L Muroexe
Pol. Industrial Can Volart C/ Mestral 2
08150 Parets del Vallès, Barcelona.

You will receive a refund for any returned products. Should you wish to receive an alternative style or size you will need to place a new order.
Returns are to be paid by the customer, so we recommend that you use your local post service registered post, which is usually the cheapest option.
Once your return is received and has been processed (please note that it can take up to a week or so after the parcel arrives) we will email you to let you know.

Once we receive it, we will evaluate the case and if there is nothing noteworthy, you will receive a coupon for the value of the returned items and always within a period of 14 calendar days from the receipt of the returned item, as indicated in article 76 of Royal Legislative Decree 1/2007 of November 16.

First of all, keep in mind that we only accept changes in color and/or size of the same model.

How to do it? Easy, send us an email to userexperience@muroexe.com, indicating (very important) the reference of the original order, as well as the new size and/or color you want. Then, of course, you have to return the pair you don't want.

To do so, remember that you have to repack the pair of shoes in their original box, along with a copy of the invoice or purchase receipt, and go to a Post Office (the usual yellow ones) and indicate that you want to make a "Correos Express Reverse Logistics Return". You have to indicate the code "return-2022" (as it is written, in lower case, with a hyphen, without spaces and without the brackets) and they will accept the package, which will be returned to us at our central facilities. Ask the official for proof of the return, so you can track the return at https://www.correosexpress.com /web/correosexpress/home

As soon as the returned pair arrives at our warehouses and passes Quality Control, we will send you an email with a coupon code with which you can make the purchase of the new size and/or color. With this coupon you will not have to pay any additional amount, or shipping costs, nothing at all.

If you need a full invoice for your order, you must check the box "Do you want an invoice?" that will appear when you enter your personal data in the purchase check out. It will request the necessary additional data and you will be able to obtain a complete invoice. If you need an invoice for an order that has already been placed and/or received, contact us and, having your order number at hand (and the billing information), we will help you to obtain it.