Returns
At Welcome, you have 14 days after receiving your order to return an item if it is not suitable. Return shipping costs are the customer’s responsibility (except for defective products or an error on our part).
Return conditions
- Items must be new, unworn, unwashed, with original tags and complete original packaging.
- Partial returns from an order are accepted.
- Keep the proof of postage and tracking number until the refund is issued.
Non-returnable items
- Gift cards.
- Personalized items.
⚠️ Shoe boxes are part of the product: place them inside a protective cardboard box.
Exchanges
- Online: make a return, then place a new order for the desired item.
- In store (24 Rue De Brest, 69002 Lyon): an immediate exchange may be possible, subject to availability. Bring your invoice or order number.
Online return procedure
1 - Log in to your customer account: My Account → My orders.
2 - Open the relevant order and click “Request a return” (or contact us if the option does not appear).
3 - Carefully pack the items (protect the shoe box) and enclose the invoice.
4 - Ship the package with a tracked carrier to the return address below.
Keep the proof of shipment until the refund is issued.
Tip: choose Colissimo Tracked or an equivalent service with insurance, depending on the value.
Return address
WELCOME – Returns Department
24 Rue De Brest, 69002 Lyon
France
Processing times & refunds
Once received and inspected for quality (3–5 business days), we will approve the return.
The refund will be issued within 3–10 business days to the original payment method.
Initial shipping costs are not refunded (except in the event of a fulfillment error or defective product).
Defective product or order error
If your item has a defect or the order received is not as described:
Contact us within 48 hours with photos of the defect/package.
After verification, we will tell you what to do next (a prepaid return label and an exchange or refund may be provided).
International returns (outside metropolitan France)
Return shipping costs remain your responsibility.
Clearly mark “RETURNED GOODS – NO COMMERCIAL VALUE” on the package to avoid customs duties.
Any applicable taxes/duties will not be refunded by Welcome. Contact the carrier or customs authorities to inquire about possible recovery.