Free shipping, exchanges and returns

At Muroexe we take the happiness of our customers very seriously and we try to give an answer as soon as possible to all of your questions. You can always write to us to userexperience@muroexe.com.

Many questions are very common, so maybe you'll find the answer your searching for over here.

How can I buy my Muroexe?

To realize a purchase on our website, you only have to choose one or more of our available products, choose your size and complete the order using our online purchase system: its as easy as that! If you have any problems or there is an error, please let us know using userexperience@muroexe.com. Once we receive your message, we'll have it solved in the blink of an eye!

Which payment methods do you accept?

We accept any of the following payment methods: Debit or Credit Card (Visa, MasterCard, American Express) and Paypal. We exceed all security standards when it comes to the data you provide us with. All personal information is secure and safe at all times. We also don't store any banking information supplied during purchase. To process an order, data is encypted and sent safely to our payment gateway (BBVA Group). This gateway meets the highest security standards and is responsible for completing the transaction with your bank.

I have made a mistake introducing my personal information during the purchase; can I change it?

If you have noticed that you made a mistake during the purchase of your shoes, write to us to userexperience@muroexe.com and explain what happened. We'll solve the problem ASAP.

I haven't received any order confirmation, is everything okay?

Once you have completed the purchase, you'll receive an order confirmation automatically. That's our way of confirming your purchase and to send you the order document. If you haven't received anything in your inbox, don't forget to check your spam or advertising folder. If you still can't find it, write to us at userexperience@muroexe.com and we'll send you a copy.

How can I request an invoice?

In case you want to receive an invoice, contact us at userexperience@muroexe.com. Don't forget to include your order number, so we can find your order much faster and make out the correct invoice.

Can I cancel my order?

If you have to cancel your order and have already received your order confirmation, please write us at userexperience@muroexe.com. We will process your cancellation and refund its value within the next five business days.

  

How long does it take to deliver my Muroexe products?

If your shipping address is within an EU-Country: our delivery takes between 3 and 5 business days.

If your shipping address is in a non-EU-Country: our deliver takes between 5 and 7 business days.

If your shipping address is in mainland Spain: our delivery takes between 2 and 3 business days. Shipping to the Balearic Islands takes between 7 and 14 business days.

Note: Our shipping partner does not deliver on the weekend.

 

If the size or the colour isn't the right one, can I exchange them?

What a silly question, of course, you can! The exchange is possible within 30 days after receiving your shoes. In order to process the exchange please enter our Exchanges Area and complete all the information. We’ll confirm your request as soon as possible and tell you what the next steps are.

How long is the exchange and return period?

You can request an exchange or return within 30 days of receiving your product(s).

How can I clean my Muroexe?

To make them shine like on the first day: if it's a Lycra or Mesh model, you can wash them in a cold wash cycle in the washing machine or hand wash them with neutral soap (ex. Atom Eternal, Atom Node or Atom Medusa models). If it's a PVC / rubber model, just clean them with a wet cloth (ex. Materia Solid or Atom Supercell models). If it’s a synthetic suede or microfiber model, just clean the stain with a wet cloth and neutral soap (ex. Materia Gas or Liquid or Atom Erosion Models). 

If I want to buy one pair as a gift, how can I do that?

Ops! You could buy the model/size you like (in that case, just email us in order to extend this warranty for you). Another option is our Gift Card: our gift cards will be emailed (not given physically) with instructions. What happens if the product price that this person has chosen a is more expensive than the gift card value? They will be able to pay the difference. What if the product price this person has chosen is less than the gift card value? They will have a positive balance for the next purchase. When is this card expiry date? 12 months after purchase :-)

If I wish to return my Muroexe, how do you refund me the money?

After your article gets to our warehouse, we'll refund you your money during the next 7 days directly to your PayPal or Bank Account, depending on the payment you have chosen to pay in the first place.

What happens if the shoes I want to return or exchange are used or in a bad condition?

If your articles have any tare, don’t worry because our warranty covers these defects. But if we notice that the articles have been used or they are in a bad condition, we might charge you up to 50% of your purchase for damages.

Is there any warranty on my Muroexe shoes?

After receiving your articles, you can exchange or return them within 30 days. After these 30 days and depending on legislation, we give a warranty on any manufacturing defect over a period of two years. In case you observe any manufacturing defect in your articles, please let us know as soon as possible via userexperience@muroexe.com. You will have to explain the defect briefly, attach pictures and provide us with your order number. Note: our warranty only covers manufacturing defect. Meaning that any other defects caused by external factors (accidents or misuse) remain excluded from the warranty. The same goes for products that have been manipulated, altered or repaired by you or any other person not affiliated with Muroexe.

What materials do you use?

Our shoes are made of a light polyurethane sole, a 3D innersole, plastic eyelets, elastic lining and different exterior materials: Lycra, PVC, mesh and synthetic suede.

Are they vegan?

Yes, at Muroexe we love all animals and we do our best to not use any animal components for our articles or during the manufacturing process.

How can I get in touch with you if I have any doubt or question?

For doubts, questions, suggestions or love letters please write to userexperience@muroexe.com. We'll be happy to answer you as fast as we can.

Why do I like you so much?

It's a mutual feeling; really, we also like you a lot. This can't be a coincidence...