What is your return or exchange policy?
We provide all the information so you can choose the correct Insecta according to your size and do not need to exchange it. Even so, if you need to, we accept the product back, as per the following requirements:
• You can request an exchange or return within 30 calendar days from the date on your receipt, only if the shoe is unworn, with the sole and upper completely untouched. Only non-washed, unworn and odor-free products will be accepted;
• If your product is damaged or defective, the shoe will be exchanged within 90 calendar days from the date of your receipt.
• The shipping, if paid on the purchase, will not be refunded.
BEFORE REQUESTING YOUR EXCHANGE,
CHECK OUT OUR RULES:
* Verify that the order is within the time limit stipulated above.
* Ensure that the shoe was not worn, and the sole and upper are completely untouched.
Prior to the exchange, the item needs to arrive at Insecta, where it will undergo a quality process that can take up to 5 business days to complete. After that, the exchange procedure will continue.
How do I start an exchange or return?
Will I have to pay to exchange my shoes?
US & Canada
As soon as your return or exchange request is approved, we'll email you with a confirmation and return label, then all you have to do is package your shoes well, attach the label and drop it off at any local post office.
For the return or exchange request we will deduct/process a charge of $5.
Please ensure you obtain a proof of postage for your records.
For international orders, the customer will need to pay the shipping charge for any exchanges or returns sent out.
My shoes came with a defect, what do I do?
In this case, it doesn’t matter where you bought them - we’ll definitely exchange. We can do the exchange however you like, at our store or through the mail, in up to 90 calendar days.
Regardless, you should get in touch with us using the form below and, quite soon, our exchange department will get back to you to explain return procedures. Then you can specify where and how you’d like to return them, whether at a store or through the mail. You can access the form here.
What if my shoes didn't fit?
You can exchange them, as long as the shoes weren’t worn. Just get in touch with us using the form below and, quite soon, our exchange department will get back to you to explain return procedures. You can access the form here.
What if I got different product than the one I ordered?
This doesn’t usually happen, but we’re human and occasionally make mistakes. All you need to do is get in touch with us using the form below and, quite soon, our exchange department will get back to you to explain return procedures. You can access the form here.
We’ll send you a return post for DHL or Canada Post so you can return the incorrect pair, free of charge. This process will be explained by email, and you’ll soon receive the correct sized shoes.
What if I didn't like the shoes?
If you purchased within 30 days from the date of your receipt your return can be done no problem. If not, we analyze on a case-by-case basis. Just get in touch with us using the form below and, quite soon, our exchange department will get back to you to explain return procedures. You can access the form here.
I gave you the wrong address!
Ideally you should email us at email@example.com so we can change the address before we ship your order. If we’ve already shipped your product, it may take longer to deliver since we’ll have to trace it, have it returned, and only then send it out again to the correct address. We will also charge the additional shipping costs. The entire procedure will be explained by email.
How do I find out my size?
First off, it’s important to reinforce that Insecta follows the general metrics of the footwear industry and so usually our sizes are the same as those you’re used to. In case you have wide feet or are in between sizes, we recommend sizing up.
But just to be sure which Insecta size will be your perfect fit, you can check the size on our sizing table by clicking here.
Do you ship to other countries?
We ship worldwide via DHL, USPS or Canada Post, in which case shipping is free to Canada and the US and fixed at $15 per pair to Europe and $25 to Australia and New Zealand. Import taxes, duties and related customs fees may be charged once the shipment arrives at your country. These charges are determined by the customs office of the specific destination. These charges and taxes will be considered your responsibility and will not be covered by Insecta.
In case you need to return or exchange the product, we receive everything back at our distribution center located in Canada.
How much is shipping?
Insecta uses Canada Post and DHL delivery services to ship its orders.
All orders made in Canada and the United States have free shipping.
For orders to Europe we charge a fixed price of US$ 15 per pair of shoes.
Australia & New Zealand shipping - US$ 25 per pair of shoes.
Central & South America - US$ 45 per pair of shoes.
Rest of the World - US$ 50 per pair of shoes.
Brazilian shoppers please visit our Brazilian online store by clicking here.
How fast is shipping?
Depends on where you live in the world.
People living in the Americas or Europe will receive their orders faster (2-4 days), since Insecta’s distribution center is located in Canada. An average amount of time is between 5 and 8 working days worldwide.