Returns & Delivery

The returns from metropolitan France are offered.

About the returns outside metropolitan France, exercised pursuant to the retraction right, the shipping costs are charged to the consumer (refer to general terms and conditions). You are free to choose your own carrier. Your order must be returned duty paid, that is to say that you have to pay the transport fees and customs duties. In the situation where extra fees would be charged by the carrier, upon receipt, they will be deducted from your refund.

If you are not satisfied with your purchase for any reason, we will accept your return within 30 days after your order is placed. After this deadline, the return will be automatically refused. No returns or no exchanges will be accepted for the made-to-order pairs. 

Our teams inspect each return. For it to be accepted, the shoes should be in in the same condition when you received them: new, unworn, with their accessories (laces, bags, etc.) included, and in their original packaging. Attention: the shoe box should not be used as transport carton and must be undamaged upon arrival and clean for resale.

It is important to be cautious when trying on shoes. We recommend testing the shoes on a clean floor, carpet type to avoid damaging the sole. Shoes with damaged soles will be denied for return. We reserve the right to refuse a return if all the conditions are not respected if the product has damage or for hygienic reasons. In that case, we will resend you the shoes as stated in your invoice. 

To start a return:

1- Login to your account

2- Go to the heading « Order history and details »

3- Click on « + » on your order reference on the left

4- Notify the product you want to return and do not forget to specify the reason

5- Click on « Make a RMA slip »

We do not offer exchanges. If you are not satisfied with the size or the model, we invite you to return the shoes for a refund and then place another order. 

6- We invite you to print the return voucher and to slip it inside the package.

For returns from metropolitan France, print the return label, and stick it on the package.

7- FREE LANCE’s Customer Service Department will supply you with a return number.

Finally, you can proceed to the expedition according to the following procedure.

All returns must be sent to FREE LANCE within 14 working days following the return agreement, must be in perfect condition, and entirely enclosed in its original packaging to the Company's address:

Rue des Bois

BP 2

85130 LA GAUBRETIERE

FRANCE

We only accept returns on shoes that are in the same condition as when they were received. They must be in unworn, perfect, resale condition, and in the original packaging. We reserve the right to refuse and to return the shoes to you if your return does not pass our quality control.

The return number must appear clearly on the return packaging and the return voucher must be printed and slipped inside the package.

The returns, outside metropolitan France, are left to the responsibility and to the risks of the consumer. No « cash on delivery » will be accepted for any reasons.

Claims will be contested if there is a breach during the procedure. If anomaly is detected, the parcel will be sent back to you. 

Returns are processed within 3 working days from their reception.
However, during full periods, the process can require up to 7 working days.  Once the refund is accepted, an e-mail confirmation will be sent to you.

We do not offer exchanges. If you are not satisfied with the size or the model, we invite you to return the shoes for a refund and then place another order.

Your order will be delivered from Monday to Saturday between 9 am and 1 pm. If it is impossible to deliver your parcel in your mailbox, a delivery notification will be left indicating the date and address of a post office or a pick-up store where you can collect your parcel upon presentation of an identity proof . As from the date mentioned on the delivery notification, you have 15 days to collect your parcel. After this deadline, the parcel will be automatically returned to the shipper..

We send all orders from our warehouse in la Gaubretière in France (Vendée).

After logging in to your account, you can track your order in the section « My orders » in the column « status ».

After logging into your account, in the section "My orders", click on the reference of your order in the first column. Then the section "follow your order’s status step-by-step" appears.
Click on the link indicating the tracking number, above your delivery address to be directed to the carrier site.
If you already have your tracking number, you can track your parcel through our carriers’ sites:
- socolissimo.fr
- chronopost.fr
- UPS
- DHL

Unfortunately, it is not possible to choose the delivery date and time. 

- First check the status of your order: After logging in to your account, in the section "My orders", in the column « status ». 

- Make sure your delivery address is correct.

- If your parcel is considered delivered and yet you still not have received your order, please send us within 3 days after the delivery: a copy of both sides of your identity card, a handwritten letter of complaint about the non-receipt, and a proof of address so that we can open a complaint file to the carrier. For the investigation, the carrier may ask you to file a complaint with the law enforcement agencies.

If you receive the parcel either open, in bad condition, or damaged please give details of any anomalies on the delivery slip with the delivery agent. Any damage must be reported to us within 2 days after delivery. To open a complaint file to the carrier, we will need pictures showing the impact on the parcel and on the shoes.