Customer Service

SITRANA GUARANTEE: Your footwear (or accessory) will perform as it should or we will make it right.  


We operate our own shoemaking workshop and local stores -- once your order is placed it will either be built in our workshop or pulled from stock.  Building times are usually 2-4 weeks.


All orders ship via postal service. All orders outside of Chile have a rate of $59 (USD) for the first item, plus $39 (USD) for each additional item.  Customers are responsible for all costs relating to the import process -- which are usually none, as Chile has strong free trade agreements with a majority of countries. 


Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it.


Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


We are happy to exchange your unused item for another within 30 days of receipt. Send us an email at and send your item to: SITRANA, Av. Vitacura 3850, Local 1, Santiago, Chile, 7630711


To return your product, you should mail your product to: SITRANA, Av. Vitacura 3850, Local 1, Santiago, Chile, 7630711. Please denote the item as having no value or as a sample when returning, to avoid tariffs into Chile.  You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.