ZETA MADRID RUNNING SHOES

This product is true to size.

For more information, please visit: KELME USA Team Size Chart

Shipping Policy

Order Processing Time

All orders require processing time before they are shipped. Processing time may vary depending on product availability, order volume, customization, warehouse fulfillment status, and seasonal demand.

For regular in-stock items, our standard processing time is generally 4–8 business days after the order is placed. This processing time refers to the time needed for our team to prepare, pack, and fulfill the order before it is handed over to the shipping carrier.

During high-volume periods, including major events such as the World Cup, processing times may be affected by international shipping delays, customs clearance, warehouse receiving schedules, inventory replenishment, and other factors outside of our control. Shipping delays may occur during these periods and should be expected as part of the fulfillment process.

Shipping Method and Delivery Time

The shipping method selected at checkout only applies after the order has been processed and shipped from our warehouse. For example, 2-day shipping means the package is expected to arrive in approximately 2 business days after it has been handed over to the carrier. It does not mean the order will be delivered within 2 days of the order being placed.

All delivery timeframes shown at checkout are estimates provided by the carrier. Actual delivery time may vary due to carrier delays, weather conditions, holidays, address issues, customs processing, missing carrier scans, delivery exceptions, or other factors outside of our control.

Estimated delivery dates are not guaranteed and may be subject to change based on the carrier’s actual delivery schedule.

Shipping Changes After Order Placement

Once an order is placed, we are unable to make changes to the selected shipping method or delivery service. This includes upgrading, downgrading, changing carriers, changing the shipping speed, or modifying the delivery service in any way.

Please make sure your shipping address and selected shipping method are correct before completing checkout. Once the order is submitted, shipping-related changes may not be accepted.

Carrier Responsibility

Once a package has been shipped and handed over to the carrier, delivery timing, tracking updates, and final delivery status are handled directly by the carrier.

Customers will receive tracking information once the order has shipped. Please use the tracking number provided to check the latest delivery status directly with the carrier.

If there are any issues after the package has been shipped, including delays, missing scans, delivery exceptions, or packages marked as delivered but not received, customers should contact the carrier directly for further assistance. The carrier is responsible for the final delivery of the package once it leaves our warehouse.

Order Agreement

By placing an order with us, customers acknowledge and agree to this Shipping Policy, including processing times, estimated delivery timeframes, possible carrier delays, customs delays, and fulfillment delays during high-volume periods.

Shipping or delivery delays do not automatically qualify an order for cancellation, refund, exchange, or payment dispute once the order has been processed or shipped. If you have any concerns about your order, please contact our customer service team so we can review and assist according to our policy.

Return Policy
World Cup Jersey & Customized Item Notice
Limited edition items, authentic jerseys, World Cup jerseys, and products designated as final sale are final sale and cannot be returned or exchanged unless there is an approved quality issue or the wrong item was sent.

Personalized or customized items are final sale and cannot be returned or exchanged. This includes, but is not limited to, items with player names, custom names, numbers, team logos, patches, or any other customization.

Please note that we cannot guarantee the accuracy of National Team squad numbers on player jerseys. Due to the changing nature of National Team squads, some players may wear different numbers from international window to international window, or from major tournament to major tournament. Squad numbers are often released or confirmed shortly before major tournaments such as the FIFA World Cup™.

By purchasing a National Team jersey with a player name and number, you understand that player names and numbers are subject to change, and refunds, returns, or exchanges are not available due to number changes after purchase.

Return & Exchange Conditions
All return items must be in brand new condition, unused, unworn, unwashed, unaltered, and undamaged.

All return items must include the original packaging, tags, accessories, and any included materials.

Returns must be requested within fifteen (15) days of the delivery date.

Items that have been used, worn, washed, altered, damaged, or are missing original tags or packaging will not be accepted for return or exchange.

All returns must include a return form, which can be obtained by contacting our customer service team.

Non-Returnable Items
The following items are non-returnable:

Personalized or customized items.

Items marked as final sale.

Limited edition items, authentic jerseys, and World Cup jerseys, unless there is an approved quality issue or the wrong item was sent.

Club-required uniform kit items.

Gift cards and vouchers.

General Return Process
To initiate a return request, please contact our customer service team.

To process your return, you will need to provide the email address associated with the order and the order ID number.

If your return request is approved, our customer service team will provide a return form and return instructions.

Please fill out the return form and include it with your return package.

Pack the item securely, including all tags, accessories, original packaging, and included materials.

Ship the item back using a trackable shipping method.

Refunds
Once your return is received and inspected, we will notify you by email whether your refund has been approved or rejected.

If your return is approved, the refund will be issued to the original payment method.

Approved refunds are typically processed within 5–10 business days. The time it takes for the refund to appear in your account may vary depending on your bank or credit card company.

Original shipping fees are non-refundable unless the return is due to our error, such as a wrong item or approved defective item.

Return Shipping Costs
If the return is due to customer reasons, such as wrong size, change of mind, or no longer needing the item, the customer is responsible for return shipping costs.

If a return label is provided for a customer-reason return, an $8.95 return shipping fee may be deducted from the refund or merchandise credit.

If the return is due to our error, such as a wrong item or an approved defective item, we will cover the return shipping cost.

Damaged, Defective, or Wrong Items
If you receive a damaged, defective, or wrong item, please contact our customer service team within forty-eight (48) hours of delivery.

Please include your order number and clear photos showing the issue.

Our team will review the issue and determine whether the item qualifies for replacement, repair, return, or refund.

If the issue is approved after review, we will provide return instructions and, when applicable, a return label.

Order Cancellations
We are unable to cancel orders once they have been processed or shipped.

If you wish to cancel an order that has already shipped, please initiate a return request after you receive the item, if the item is eligible for return.

Please note that club-required uniform kit items are final sale and cannot be cancelled, changed, returned, or exchanged after an order has been placed.