Green London

The feeling of brand new is a unique and different moment for each person, a world of positive emotions that leave your mood in ecstasy.

The experience of receiving your BLACK BISONsneakers, opening the box, removing the paper that covers it, perceiving their particular aroma and imagining them with all possible looks, is the beginning of A relationship.

We will help you make this sensation last over time and you can experience that pleasure every time you wear your sports shoes. Follow this simple and quick guide so that yourleather sneakers enjoy a longer life.

1. Use the shoehorn whenever you put on your shoes. Its use prevents short-term deformations of the leather.
   
   
2. It is advisable to let your sneakers rest. The leather needs to breathe and return to its original position so as not to age prematurely.
   
   
3. If we go on a trip with our leather sneakers, it is important to allow them to rest for at least a day. If you keep them in your suitcase, it is important to put paper lasts at least inside, avoiding deforming them due to the imprisonment they suffer during the trip.
   
   
4. If your shoes have suede leather, the ideal is to clean them with a special brush for this. You can also clean it with a slightly damp cloth and go over the suede gently, evenly and always in the same direction. 
   
   
5. If your sneakers get wet, dry them with a soft cloth and make sure there is no water left on them. If the leather is suede, the water may bleed the color of the leather. Use kitchen paper to absorb any moisture that may remain on the outside or inside. Letting them dry at room temperature is ideal, avoiding sunlight as this can cause discoloration and/or cracking of the leather.
   
   
6. Cleaning your shoes is important, care must be taken not to abuse it. For example, excess water and cleaning products such as shoe polish or creams end up producing a series of stains that modify its original color and prevent the leather from breathing.
   
   
7. Some care for different types of leather:
   7.1. For smooth leather, take a cloth or soft brush, rub it on the leather sneaker, it is a traditional but less harmful method.
   7.2. Nubuck or suede type leathers are not waterproof, avoid getting them wet, as it can cause the release of anilines, staining the footwear.
   7.3. If the suede or calfskin leather has stains, it is recommended to use a cream eraser and rub gently on it. For this type of leather, bitumen or leather grease should not be used.
   7.4. For patent leather footwear, the ideal is to dust with a dry cloth, then moisten it a little and rub gently on the upper. To shine this type of leather we recommend using a couple of drops of olive oil and rubbing gently and evenly with a dry cloth.
   
   
8. If your sneakers have several types of leather (smooth, suede, corrugated), the ideal is to clean them separately, being as careful as possible not to stain or damage the leather. 
   
   
9. When tying or adjusting your sports shoes, make sure you do it properly, avoiding doing the adjustment with too much force and breaking the leather eyelet. Remember that this is still animal skin and can break due to improper use.
   
   
10. After using your shoes, let them air out for a few minutes, clean them and store them in the carrying bag to prevent dirt from entering them.
    
    
11. If the space in your shoe rack allows it, keep the sneakers in their box once they have been placed in the bag. Do not store in humid places.

The variety of leathers makes the care for each of them unique. The soles may present some change in tone. 

Important: Never wash leather shoes in the washing machine as they deteriorate the materials faster than desired; Its cleaning must always be manual and measured.
If you store your sneakers for long periods of time, they may show salt stains or mold. 

RETURN PROCESS

According to law 1480 of 2011 art. 47, as a right of withdrawal, the maximum term to request a full refund for purchased items is 5 business days counted from the delivery of the product. Returning it in the same conditions and means in which it was received, with the consumer assuming the cost of transportation and any other expenses involved in the return of the good.
The refund will be processed within 5 to 10 business days after receiving the product back in our warehouse.

The right of withdrawal does not apply to purchases made abroad.

Please note that we cannot process refunds or exchanges for products received in worn, dirty, damaged, or incomplete condition. We reserve the right to deduct from the refund or voucher an amount reflecting the decrease in the product(s) price up to the total amount.

In special cases, partial refunds will be made:

• Item that is not in its original condition, is damaged, or missing parts/accessories for reasons not attributable to us.
• Any product returned after the 5-day return period, if accepted by us.

The refund will be made in the same way as the payment for the product was made or as agreed with the customer. 

In Colombia, only merchandise at regular price can be refunded; products on sale cannot be refunded.

Contact us by email info@blackbison.co or via WhatsApp at the number (+57) 3042575049 within the days stipulated by law 1480 of 2011, providing name, order number, residential address, and reason for the return with the respective evidence; once it has been verified, according to our policies, you may choose to return the product using your own postal service or as agreed. 

Once the product has arrived at the company, we will send an email or WhatsApp message notifying the receipt. The shipping cost must be borne by the customer.

The product will go through its evaluation process and the reasons for its return, by the quality department (it must not show signs of use and must retain its tags). 

You will be informed of the approval, if applicable, of your refund which will be credited to the card used in your initial purchase or as agreed, within the next 10 business days. We do not refund shipping costs.

In case your product does not meet the criteria of our return policy, we will inform you by email of the reason why the return is not accepted and the product will be sent back to the original shipping address.

If the refund has not been processed after the stipulated 20 business days, contact your card company; it may take some time before your refund is officially posted. Then contact your bank. Sometimes there is a processing time before the refund is posted.

If you have already completed all of the above and still have not received your refund, contact us at info@blackbison.co or write to us on WhatsApp (+57) 3042575049. 

It is important not to send any item directly to the company without the proper shipping label provided by us or as agreed.

* We reserve the right to reject the return request if we believe your intention is to purchase the same items at a discounted price. We will also not refund the price difference if you change your item(s) from full price to a discounted item.

* We do not offer refunds if a customer misses or overlooks a promotion or sale. 

PROCESS OF CHANGE

Exchanges can be made for size, reference, or color for products of equal or greater value. Nationwide, exchanges will be made within 20 calendar days from the moment the product is received. After 20 days, unfortunately, we cannot offer the exchange.

International exchanges are valid for 30 calendar days from the date of purchase. After 30 days, unfortunately, we cannot offer the exchange.

If the product return requires an exchange, the user must select the same reference or, according to inventory availability, a product with a value equal to or greater than that of the purchased product. In the event that the user does not want another product from the website, a voucher will be issued for the value of the product, which will be valid for 6 months.

Contact us by email info@blackbison.co or via WhatsApp at the number (+57) 3042575049 within the stipulated days, providing name, order number, size, reference, and color for the item you wish to exchange. Once availability has been verified and informed, you can proceed with the product return using the information provided by us.

Shipments for exchange are split; you pay for the shipping of the shoes to be exchanged, and we pay for the shipping of the new replacement pair. 

The package must be sent with a courier service that includes tracking/signature to ensure the safe arrival of the product. Keep a copy of the receipt as proof of shipment. 

In the event that a second exchange of the same order is requested, we reserve the right to accept or reject the second request or if the customer wishes a refund after an exchange. If a second exchange is accepted, the customer must bear the cost of both shipments (sending to the company and returning to their hands).

At the international level, the shipping cost for exchanges is borne by the buyer, as well as any customs taxes that may be generated. Products with unpaid customs duties will not be accepted.

The product must be in optimal condition in order to make the exchange:

• Make the shipment as soon as possible once informed and accepted. 
• The product must not be used.
• The entire product (sole, upper, laces) must be clean as it was received. It should be tried on a clean surface and socks or stockings should be worn to try them on.
• It should not have wrinkles or creases from use. Remember to use the shoehorn that is sent to you.
• Keep your label and accessories complete.
• It must be sent in the same shoe box wrapped in a bag on its exterior to protect the integrity of the product during the shipping process.

Please note that the 20 days for the exchange will continue to count until you send us the tracking number of the replacement product.

Once the product has arrived at the company, we will send an email or WhatsApp message notifying its receipt.

The product will go through its evaluation process by the quality department (it must not show signs of use and must retain its tags) within the next 3 to 5 business days nationwide. You will be informed within this time whether the exchange is approved or not. In some cases, the replacement could be given in fewer days, and in others, it may take a little longer depending on the work of the quality department and the season.

In case your product does not meet the criteria of our exchange policy, we will inform you by email of the reason why it is not accepted and the product will be returned to the original shipping address.

In the event of requesting an exchange and there is no availability in the inventory, you will have one of the following options:.

• Choose another item that is available on the website of equal or greater value, paying the difference for this last option before it is shipped.
• To have a redeemable voucher on our website, for the amount paid for the exchanged product, valid for 6 months from the issuance of the note (these vouchers constitute money, therefore the brand is not responsible for their loss).

* No money will be refunded (neither in cash nor by any other payment method, unless it is within the withdrawal days mentioned in the refunds section).
* The price difference will not be refunded if you exchange your product for one with a discount.

PRODUCTS ON SALE OR PACKS

Discount item exchanges can only be made by size.

Exchanges can be made for a different size of the same reference. If the desired size is not available in the same style, we offer the option to select another product of equal or greater value, paying the corresponding difference. 

In the event that there is no availability in the inventory, you will have a voucher redeemable on our website, for the amount paid for the exchange product, valid for 6 months from the issuance of the note (these vouchers constitute money, therefore the brand is not responsible for their loss).

Black Friday, outlet, combos, first purchase discount, among others, are considered in promotion.

It is allowed to exchange products from a pack individually, following the same conditions and deadlines applied to individual purchases.

The return must be made for the entire pack; partial returns will not be accepted.

* No money will be refunded (neither in cash nor by any other payment method, unless it is within the withdrawal days mentioned in the refunds section).

It should be noted that shipments for the exchange of discounted, offer, or promotional products must be made within a maximum of 5 business days to process the shipment. We reserve the right to reject any exchange request.

CHANGES PRODUCTS OF THE DAY WITHOUT VAT

Products purchased on the VAT-free day that are to be exchanged are subject to Decree 1314 of the Ministry of Finance and Public Credit: “when the return or refund of the value of the good is generated, the new purchase will not be covered by the exemption from the sales tax (VAT), unless it is made on another day that applies this benefit.”

The process for changes is the one mentioned in the title of changes, taking into account what is stated in Decree 1314. The shipping cost for these changes is the responsibility of the customer.

CHANGES PRODUCTS OF THE DAY WITHOUT VAT

Products purchased on the VAT-free day that are to be exchanged are subject to Decree 1314 of the Ministry of Finance and Public Credit: “when the return or refund of the value of the good is generated, the new purchase will not be covered by the exemption from the sales tax (VAT), unless it is made on another day that applies this benefit.”

The process for changes is the one mentioned in the title of changes, taking into account what is stated in Decree 1314. The shipping cost for these changes is the responsibility of the customer.

PRODUCT STATUS FOR RETURN OR EXCHANGE

We will only accept returns and exchanges of unused items in their original packaging.

To be effective, a return/exchange the item must be in the same condition as the customer received it. It is important to take care and be neat when trying on the sneakers, not to crack or wrinkle the upper leather, especially in the front part where the foot bends and on the heel when putting them on. It is recommended to try the sneakers on a soft surface or a carpet to avoid damaging the bottom of the soles. We do not offer refunds for footwear that shows signs of use, wear, or damage.

The product return must be in perfect resale condition and include all original packaging, accessories, be clean, and without modifications or alterations to its original state. If the specifications of this document are not met, the product will not be eligible for exchange or return, and therefore will be sent back to the shipping address.

It is important that when making a return or exchange, you consider all the products from the same order that you want to return.

We cannot be held responsible for items damaged or lost in the return transit.

If you have any questions, do not hesitate to write to us at the email info@blackbison.co or on the WhatsApp chat (+57) 3042575049. 

The warranty for our products lasts 90 days and covers manufacturing defects, stitching, and sole adhesion. The warranty begins from the delivery of the product to the customer or to the address indicated in the order.

It does not cover normal wear and tear of the product, misuse, or damage caused by not following the care or maintenance instructions of the item. 

Important: Once the warranty is requested, the footwear must be sent within a maximum of 5 business days, during which time the products must not be used. 

Products with manufacturing faults or defects will be repaired free of charge. If the repair cost exceeds the commercial value or the product is not suitable for repair, it will be replaced.

 It is not a cause for warranty:

• Wrinkles or folds caused by the normal bending of the instep.
• Products with wear or breakage: of the material, zippers, soles, caps, and other accessories; bumps, burns, scuffs, or friction against hard surfaces, among others caused by improper use.
• The variations in tone, texture, marks, scars, wrinkles, and veins that are characteristic of normal leather use.
• Stains caused by improper cleaning or products with substances sensitive to leather such as dyes, perfumes, creams, greases, oils, solvents, alcohols, chemicals.
• Exposures to high and low temperatures, not suitable.
• Manipulation or alteration of the product by third parties and/or shoe repair shops.
• Subject the product to the shaping process due to dissatisfaction with size or design.
• Due to wear and/or natural discoloration of the soles over time.
• Damage caused by accidents, negligence, or improper use of the product.
• Use in activities other than the intended purpose (our footwear is designed solely and exclusively for walking; use in running, hiking, sports training, or others will result in loss of warranty).
• In case the product's imperfections have been reported and accepted by the customer, the warranty will not cover these defects.
• Products sold to third parties without brand authorization.

We remind you that leather, as a natural product, has marks, stripes, and other signs that characterize it as a genuine product.

Leathers such as nubuck or suede require special care, in addition to the well-known ones, such as:

• They should not get wet. This type of leather is not waterproof. 
• Brush them with bristles against the hair to remove surface dirt. 
• Do not apply creams, oils, or any liquid substance that could run the color of the leather.

Care will be taken into account at the time of reviewing any warranty.  

To ship the product, you can use the original packaging with which it was sent or use another packaging of your choice; however, it is important that the packaging is appropriate according to the nature of the product so that it is not affected as much as possible during the transportation process. The product must be sent in optimal hygienic conditions.

Contact us by email info@blackbison.co or via WhatsApp at the number (+57) 3042575049 within the warranty dates, providing name, order number, residential address, and reason for the warranty with the respective evidence (photo and/or video); once it has been verified according to our warranty policies, you may choose to return the product using the postal service agreed upon with the company. 

Shipments related to warranty claims will be covered by the brand, provided that the product meets the conditions established to apply the warranty. These conditions include stitching defects, issues with gluing, or workmanship-related failures.

Once the product arrives at the company, the repairs department will review and confirm whether the warranty applies or not. If the warranty does not apply, the product will be returned to the original shipping address, along with a letter clearly explaining the reasons why the warranty does not apply. By law, Colombia Shoes Factory SAS has a period of 15 business days to respond to a warranty claim request.

The repair time for the items can take from 10 to 20 business days according to the arrangement.

The useful life of any product depends on the particular use made of it, the conditions of use, and the wear patterns characteristic of the user. Replacement of products damaged by use, normal wear, or that have exceeded the reasonable life of the item is not warranted. The warranty will not apply in case of evidence of misuse by the customer. Black Bison reserves the right to repair, replace, or refund the product money as a first option.

If once the repair has been made the defect recurs and cannot be fixed, the product may be exchanged, according to the terms stipulated in article 12 of law 1480 of 2011.

We do not apply warranty to leather, sole wear, or internal part breakage of the footwear, as these may vary according to each person's use, and their evaluation is not feasible.
In these cases, we recommend reading some of the care tips you should have for your sneakers on the blog you will find in the online store, by clicking here.

Note: You agree to provide Black Bison with true and accurate information in your order. Since the information you provide is essential for processing and delivering the product, for billing, and for establishing warranty contracts, failure to provide this data accurately and completely will result in the cancellation of your order or warranty.