BENEFEET FAQ

• Who can take part in the benefeet promotion “every step brings a benefit”?

  All those taking part in the Geox customer loyalty scheme, Benefeet, who make a purchase at participating Geox stores or on geox.com, according to the following dates in each country:
  • in Geox stores in the UK, Austria and Germany on geox.com from 03/01/2018 to 10/12/2018
  • in Portugal on geox.com from 03/01/2018 to 10/12/2018
  • in Geox stores in France, Belgium and Luxembourg and on geox.com from 03/01/2018 to 29/11/2018
  • in Geox stores in Italy and Spain and on geox.com from 03/01/2018 to 13/12/2018

• How can i subscribe to benefeet?

  Registering with Benefeet is easy and free. You can register in participating Geox stores or on-line by clicking here Once registered, you will be easily recognised in every Geox store in the country and on geox.com, with your Name, Surname and preferably your email address or mobile phone.

• If I have already subscribed to benefeet, how can I take advantage of the benefits on geox.com?

  Register yourself on geox.com in three easy steps:
  • Click here
  • Enter the same name, surname and email address you used to subscribe to Benefeet
  • Select the option “I already have a Benefeet profile and I want to link it to the 'My Geox' account

• If I am already registered on geox.com, how can i take advantage of the benefits of benefeet on my online purchases?

  • Access your account, by clicking here
  • Enter your login credentials for geox.com
  • After logging in, a pop-up will appear
  • Select the option “Create your single profile” and fill in all the information to complete the process

• How are points awarded?

  Points are awarded in the following ways:
  • 1 point for each Euro you spend on Adult shoes/clothing/accessories;
  • 2 points for each Euro you spend on Child (Baby, Junior, Teenager) shoes/clothing/accessories. NB: Shipping charges do not earn any points.

• Can points earned in geox stores be added to those earned on geox.com?

  Yes. The points awarded in participating Geox stores and/or on geox.com, for purchases made within the same country and by the same consumer registered with Benefeet with a single customer number, will be added together automatically, as long as the country dispatching the products purchased on geox.com matches the country in which the points were earned in the participating Geox stores.
  Consumers registered with Benefeet who collect points in participating Geox stores and/or on geox.com in more than one country will have two or more distinct and non-cumulative point balances (one for each country). Each point balance corresponds to a specific status and the right to obtain the benefits related to it can only be exercised in the country where the points were awarded.

• Which discount vouchers are provided under the “every step brings a benefit” scheme?

  Discount vouchers are provided as follows:
  150 Points - Status Urban Walker - Discount voucher 10 ₤
  250 Points - Status Globe Walker - Discount voucher 15 ₤
  500 Points - Status Moon Walker - Discount voucher 25 ₤
  1000 Points - Status Star Walker - Discount voucher 50 ₤
  Consumers registered with Benefeet can make use of the different discount vouchers on reaching the relative status. Discount vouchers earned by reaching the thresholds of Urban Walker (150 points) and Globe Walker (250 points) can only be used on a subsequent purchase by 24/12/2018 (for Italy, France, Belgium, Luxembourg, and Spain) and by 06/12/2018 (for the UK, Germany, Austria and the Netherlands). Conversely, on reaching the status of Moon Walker (500 points) or Star Walker (1000 points) you can decide whether to spend them in that moment (i.e. by taking a discount on the purchase which permitted you to reach the status of Moon Walker or Star Walker) or spend them on a subsequent purchase by 24/12/2018 (for Italy, France, Belgium, Luxembourg and Spain) and by 06/12/2018 (for the UK , Germany, Austria and the Netherlands).

• Can more than one discount voucher be used for the same purchase?

  Consumers registered with Benefeet, who have the status of Globe Walker (250 points) and above, provided that the discount voucher earned for the previous threshold(s) has not be used, can decide whether to spend the vouchers singularly or together with the previous ones, as long as the latter have not already been spent and the value of the purchase is greater than or equal to the value of the discount vouchers.

• How can i use my discount vouchers?

  Discount vouchers can be used in any participating Geox store in the country (on recognition of the consumer's Benefeet account before the receipt is issued) or on geox.com for purchases shipped within the same country (on recognition of the consumer's account before the transaction is concluded). Discount vouchers can only be used for the purchase of full-price products (not in the sales and/or not in promotion) between 04/01/2018 and the 24/12/2018 (for Italy, France, Belgium, Luxembourg and Spain) and by 06/12/2018 (for the UK, Germany, Austria and the Netherlands). Discount vouchers cannot be used on the purchase of cleaning products and/or insoles/inserts and/or gift cards and/or for the payment of repairs/tailoring services and/or shipping costs, services only available in actual Geox stores.

• Where can i use my discount vouchers?

  Discount vouchers can only be used in the country where they were awarded. So, if you purchase on geox.com, you can only use a discount voucher if the country dispatching the product coincides with the country where you earned the point balance that awarded you the voucher; otherwise the discount voucher cannot be used.

• Where can i check my point balance?

  Consumers registered with Benefeet can check their point balance and the available discount vouchers, on their purchase receipt, or on geox.com or on the personal Benefeet web page (https://geox.valuelab.it/index.php?language=en), if activated.

• How are points calculated if goods are returned?

  If a product is purchased from a Geox store participating in the “Every step brings a benefit” scheme or on geox.com and is subsequently returned, this cancels the base points earned from the purchase of that product; the updated points total will be shown on the receipt, on geox.com or on your personal Benefeet web page, if activated. We would like to remind you that if you need to return a product purchased from a Geox store, you must return it to the same Geox store where the product was purchased. You need the original purchase receipt when returning a purchased product; if you do not have the original receipt, the return cannot be accepted. Products purchased on geox.com can only be returned via the website (not in a Geox store) within 14 days from the delivery of the product. In order to return the product, you must request your Return Authorisation Number on geox.com. You must then place the return label that came with the product into the package containing the product to be returned, as indicated on the reference web page (geox.com/returns) for the return of products purchased on geox.com.

FAQS

• 01. How Do I Make a Purchase?

  Shopping the Geox Online Store is easy: if you know what you are looking for, use the specific category links in the main menù on the site. Once you have found an item, select your size and color and use the 'Add to Shopping Bag' button underneath. Review the items in your shopping bag by selecting the 'Shopping Bag' link at the top of the page. From the Shopping Bag you can directly edit product details (color, sizes and quantities), remove them in case you’ve changed your mind or add products to your Wish List. Click on 'Checkout' to complete your order.

• 02. Do I need to set up an account to place an order?

  Setting up an account is not mandatory, but if you register, you will be able to enjoy the following benefits through your 'My Account':
  
  Track your orders and review past purchases,
  Request your Return Authorization Number directly from your account,
  Gain access to your ‘Wish List’,
  Be notified when new products are available,
  Save your address and card details for faster shopping,
  Manage your account details and newsletter subscriptions.

• 03. What should I do if I forgot my password?

  If you have forgotten your password, visit the 'My Account' section, click on 'Forgot Your Password?' and simply follow the 'Password Reset' instructions. You will receive an email with a new temporary password.

• 04. Which size should I choose?

  In the Geox Online Store, sizes may be based on the Italian or International sizing system. To convert this to your usual size, simply click on 'Sizing Info' on every product page. Where an item runs small or large to size, this will also be identified in the item description.

• 05. How do I know if an item is in stock?

  All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order. If the product you want to buy is out of stock, add it to your Wish List so you may save and view it at any time. You will be notified once it is back in stock.

• 06. Is it safe to use my credit card at the Geox Online Store?

  Your personal online security is important to us. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. For further details, please see the Privacy Policy section.

• 07. Why do I need to re-enter my credit card details when requesting delivery to a new address?

  For your security, whenever you request delivery to a new address we will ask you to provide new credit or debit card details (even if you have previously stored them with us). This means that if someone guesses your password and tries to make an order using your account, they will be unable to do so. We hope you understand that this is a valuable precaution designed to protect your personal information.

• 08. How can I remove my saved credit card details?

  There are two ways to remove previously saved credit card details: either edit or add a new shipping or billing address or during your next purchase, simply unselect the option "remember my payment details" on the payment page.

• 09. Can I use PayPal as a payment method for all countries?

  No, you can use PayPal to pay in the following countries: UK, Austria, Belgium, Czech Republic, Germany, Denmark, Estonia, Spain, Finland, France, Greece, Hungry, Ireland, Italy, Luxemburg, Latvia, The Netherlands, Poland, Portugal, Sweden, Slovenia and Slovakia.

• 10. What should I do if I choose PayPal as a payment method?

  If you choose this method you will be immediately directed to PayPal’s payment page. Remember to check the shipping address that you have inserted on your PayPal account: it will be used as the address to which we ship your purchases to. If it is incorrect, remember to change it directly in the appropriate section on PayPal. If you proceed with the purchase without verifying the address, it will not be possible to modify it.

• 11. Does the Geox Online Store ship to post office boxes or freight forwarding addresses?

  Please note that we are unable to deliver to Post Office Boxes, use General Delivery or deliver to freight forwarding addresses.

• 12. Why are shipping restrictions applied to some items?

  Due to international trading agreements and regulations, we are obliged to adhere to particular shipping restrictions. As a result, we are unable to dispatch items made of exotic skins outside of the EU. In addition, some products manufactured in China and fine jewelry of certain compositions, are not allowed to be shipped to some countries. If you add a product to your shopping bag that we are not permitted to ship to your country, the site will automatically identify it and prompt you to remove it. To proceed with purchasing this item, you would need to ship it to a different destination address. In the case of exotic skins, this would need to be within the EU. For more information, please read our Shipping Information section.

• 13. How do I change currency?

  If you live in the United Kingdom, Poland, Switzerland, Sweden, Norway, Romania and Denmark the amount will be charged in your local currencies, all other destinations will be charged in Euro. If you are a customer with a card whose currency is not within those predetermined by the website, the final price will be calculated according to the exchange rate depending on the day when your bank processes the transaction. To change the currency, simply change the country by click on the language icon located at the top right menu.

• 14. Does the Geox Online Store ship to multiple addresses?

  You may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.

• 15. How soon can I get my order and how much delivery will cost?

  We deliver to 39 countries around the world, and offer different shipping options to meet your needs. For further details, please visit our Shipping Information section.

• 16. Is my package insured?

  All items are insured against theft and accidental damage whilst in transit from our warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance. If your box is damaged upon arrival, we recommend that you either refuse the delivery, or make a note when signing for it that you are accepting a damaged box.

• 17. Do I need to sign for my order?

  Due to the high value of the goods that we sell, we require proof of delivery for all orders. This means we are unable to authorize packages to be delivered without a signature.

• 18. Can I change my shipping address after my order has been dispatched?

  We are unable to redirect orders to a different address after dispatch. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

• 19. Can I add items to an existing order?

  It is not possible to combine orders or add items to an existing order.

• 20. How will I know I received my order and when will payment be deducted?

  After you place your order, you will be sent an email confirming that it has been received. Your card will only be debited at time of dispatch. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Service team and will only charge your credit card for the value of the items in stock.

• 21. Can I track my order?

  Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'.

• 22. Where is my order?

  We aim to dispatch all orders within 24 hours. Estimated delivery times are to only be used as a reference, commences from the date of dispatch and we are not responsible for any delays caused by destination customs clearance processes. Once your order has been shipped, you will receive an email confirmation of your shipping details and a tracking number. If you have registered, you will be able to view and track the status of your shipment by signing in and selecting 'My Account' followed by 'Orders'. If you are not registered, sign up now so you can track future orders.

• 23. How do I return an item?

  To discover our returns and refunds policy and to learn how to return an item, please kindly visit our Returns section in the Customer Service area.

• 24. How can I request my RAN (Return Authorization Number)?

  If you are registered, sign into your account and in the 'Orders' section, identify the order containing the item (s) you would like to return and click on the 'Return Product' button.If you have placed an order but have not yet registered, click here to request your RAN. We wish to inform you, if your return is sent without creating an authorisation number (RAN), we cannot guarantee the correct order receipt and subsequent refund for the item/order. We invite you to include a RAN number for all the items that you want to return and to create a return authorisation number for every order that you want to send back to us. We will not accept items without their appropraite RAN number.

• 25. Is my personal information kept private?

  We assure you that your personal information is kept private and confidential and we will not lend it or sell it under any circumstances. To register, we will need to know your name, postal address and e-mail address. When we process your online order, we will ask you to provide us with your billing address, your shipping address, your phone number, and your credit card number and expiry date. If necessary, these details may be shared with a reference credit agency to verify the validity of your payment. Please note that if you sign up for our newsletter we may use your contact details to inform you about the latest products or trends. If you prefer not to receive these updates, you may cancel your subscription to the newsletter at any time by going to “My Account” and selecting “Newsletter Management”. For more details, please consult our Privacy Policy.

• 26. What are cookies and should I be worried about them?

  A cookie is information saved on your computer's hard drive and/or your mobile device e from your browser that tracks your activity within websites. We use cookies to find out, for example, how many times you visit our website, the contents of your Shopping Bag, your previous purchases, and to send you notifications that may be of particular interest to you, as well as to help us understand your tastes and preferences. Most browsers are automatically configured to accept cookies, but you can change your browser settings to avoid automatic acceptance of them. If you decide not to receive cookies, you will still be able to use most of the services offered by our website, including the possibility of purchasing items. Registered customers who have enabled cookies will automatically be recognised when visiting the Website. Your name will appear in a welcome message in the top right corner of the site. For more detailed information about cookies, please read our Privacy Policy.

• 27. What is a Wishlist?

  In your 'Wishlist' you can save your favorite products, keep track of them and eventually purchase them whenever you please.

• 28. How do I create a Wishlist?

  To create a ‘Wishlist’ you will need to be registered and signed in. When browsing, use 'Add to Wishlist' on the product page and items will automatically move into your Wishlist, which can be found at the top right of the navigation bar ('heart' symbol). Click on the product image to go to the product page and see more specific details about the item. You can also add to ‘Shopping Bag’, or remove the item.

• 29. Can I share my Wishlist?

  Send your ‘Wishlist’ to others and include a personalized message.