Help

When will I receive my order?

Delivery of orders within the peninsula is made by “Tourline Express” within 2 to 3 workdays (this period is for guidance). For overseas, the shipments will be done through UPS, delivery times will depend on the destination country. We often meet our expectations; however we cannot guarantee you the punctuality of them. Once the order leaves our warehouse, you can track your shipment in "My Orders" section in "Shipment tracking" We deliver from Monday to Friday, except on holidays. Please note that deliveries are made during working hours, so we recommend you to use a shipping address where someone can receive the delivery.


I want to buy an item from the web but I have a question, can you help me?

Sure! Contact our team at club@menbur.com and we will answer you as soon as possible.


How can I change the delivery address if I have already ordered?

The program does not support a change of address after finishing the order; please contact us as soon as possible by sending us an e-mail to club@menbur.com.

 

I can not register on the web, my country, province or city is not listed.

Send us an e-mail to club@menbur.com with the correct details, and we'll solve the problem.


I want to unsubscribe from your website

Just send us an e-mail club@menbur.com and we will unsubscribe you.


Where can I buy some Menbur products besides the Online Store?

Besides our online store, you will find our products in our own stores. We also have a wide network of distributors worldwide, if you need more information please send us an e-mail to club@menbur.com and we will help you to locate the nearest one.


My size is unavailable, is it still possible to get it?

Currently, there are only a few models available in size 35, if you need more information about one model, please contact us at club@menbur.com.


Do you make shoes in size 35?

Currently, there are only a few models available in size 35, if you need more information about one model, please contact us at club@menbur.com.


How can I know the heel´s height?

In each article tab you will see the features of each model.  The heels ‘measures go from: Low Heel: Until 2 inches / Medium Heel: 2- 2,7 inches / High Heel: more than 2,7 inches.


Do you have a Personal Shopper service?

Yes we do, just visit our Facebook profile where you will find a Personal Shopper Service by Menbur, at the following link: http://www.facebook.com/menbur?sk=app_217490568270766, send us your request and you will receive a personal reply.


Do the prices include taxes?

Prices shown on our website include Value Added Tax (VAT) and are valid exclusively for online purchases (the current prices may not match with the prices in other stores Menbur). Please note that changing the country of delivery of the product may increase the price due to exchange rate or country-specific prices. Prices of products for the peninsula INCLUDE the transport freights. For international delivery’s, shipping costs will be displayed while finalizing the purchase.

Occasionally, we may offer discounts and promotions in www.menburclub.com not necessarily applicable to Menbur stores. It is also possible that certain promotions or products available at Menbur Stores are not offered in www.menburclub.com

 

How can I do the payment of my purchase?

You can pay either by credit card (we accept all cards), PayPal or bank transfer  The charge of your payment will be confirmed once finished your purchase. In spite of using encrypted software security, security of information and payments transmitted over the Internet or via e-mail can not be guaranteed. Menbur won’t be liable for damages result from the use of electronic media, including - but not limited to - damages resulting from failure or delay in sending electronic communications, interception or manipulation of electronic communications by third parties or by computer programs used for electronic communications or the transmission of virus.


Once my purchase is done, how can I know the status of my order?

You can always know the status of your order by accessing into your customer´s file in “My Orders” section. If you are having problems to check the status, please send us an email club@menbur.com indicating us your order number and we will inform you as soon as possible.


I haven´t received my order correctly. What shall I do?

If for any reason you are not satisfied with your purchase, you have 30 workdays since the date of purchase to return your order. You can request the return of your order by going to “My Orders” section and clicking on "Return Request”. Once requested, we will contact you to manage it and give you further instructions.


How can I make the return?

You can only process a single request for each order. Please advise, that we will only accept returns that obey the following requirements:

1.- The items cannot be used.

2.- The items have to be in the same condition as they were delivered and with their original labels and packaging.

3.- The product has to be complete, without any missing parts.

4.- Defects in the received product shall be notified immediately at the moment of delivery.

If a returned item does not meet these requirements, we won´t refund the amount and the article will be returned to you at your expense.


I have a refund in process, but there has been an unforeseen event, what shall I do?

If during the refund process, the following cases come up:

1.- The courier has passed by to collect the package at the indicated collection address and you missed him.

2.- You want to change your return request

3.- You have changed your mind and want to keep the order.

Contact us as soon as possible and we will solve it.

 

How can I buy online?

Buying through our site is very easy, just follow these steps:

1. Enter your username and password to log in (you must be registered in our website).

2. Choose the items you want to purchase and add them to "My Basket".

3. To complete your purchase, click on "Finish my order".

4. Complete the shipping and billing address.

5. Select payment form.

6. Once the payment is done and authorized, you will receive a confirmation of your purchase.

Once we receive your order, you will see an automatic confirmation of your order on the web, including order number and details of your purchase.


How and when will I receive my refund?

We will refund you the amount of your return, once our warehouse has received the product and processed your return. Refunds will be made in the same way original payment was made. Menbur won´t refund the amount until the reception of the items has been verified by our warehouse. Once verified the correct state of the returned product, we will proceed to refund the corresponding amount, within 20 days from the date of receipt of the returned product in our warehouse.Depending on the payment form and your bank entity, the stipulated period for refund can change.


What shall I do if I receive a wrong or defective product?

If you receive a wrong or defective item, follow the normal return request, completing the request form from your account. Defective products must be notified via email at club@menbur.com at the moment of receiving your order.

 

I won a giveaway. ¿How do I claim my prize?

You can claim your prize through the same social media platform that was used for the giveaway. You will have to send us a private message from the profile that won in order to prove your identity. You have six months to claim your prize.