Q: A month ago I bought a pair of shoes decorated with flowers that cost €25. The first time I wore them, two of the flowers fell off. The day after, I went to the shop to complain.

The owner offered to fix the shoes by removing two flowers from the other shoe so that both would look the same. I let him repair the shoes and when they were ready I went back to the shop to pick them up.

When I wore the shoes the second time, not only did the flowers fall off again but the buckle broke as well.

What are my rights in this situation? I do not have the receipt because I did not imagine this would happen.

A: Since the shoes were already repaired unsuccessfully, legally you may opt to have the shoes replaced with a new pair. If replacement is not possible, because, for instance, the shop does not have your shoe size or it no longer has that particular model, then legally you are entitled to a money refund.

Ideally, to claim these remedies, you need to have the fiscal receipt as proof of purchase. However, since the shop has already accepted to repair the shoes once, this may be proof enough that they were bought from that particular shop.

If you paid the shoes with a credit card, a bank statement can also be used as proof that the defective shoes were bought from that particular shop.

If you do not manage to reach an amicable solution with the shop owner, you may file a complaint with the Office for Consumer Affairs by calling freephone 8007 4400.