CUSTOMER SERVICE

Hello, how can we help you?

Have a question? You might find the answer in our Frequently Asked Questions section below!

FREQUENTLY ASKED QUESTIONS

ORDER TRACKING

Once your payment has been authorized, you will receive an email with your order number. From that moment, you can check its status in the “My Orders” section.

Once your order has been shipped, you will receive a confirmation email when it leaves the warehouse, which will include a tracking link.

Through this link, you can check the status and location of your order at any time. You will also receive an SMS or email notification when the order arrives at the store you selected at the time of purchase.

From that moment, you will have 15 days to pick it up.

HOW TO SHOP ONLINE?

Once you have added all the items you wish to purchase to your cart, the next step is to complete your order by following the checkout process:

  • Select the shipping method

  • Select the payment method and enter the required details

  • Authorize the payment

IMPORTANT: before authorizing the payment, we recommend that you double-check your shipping address.

WHAT HAPPENS AFTER BEING CONFIRMED?

Once your order is confirmed:

  1. You will receive an email with your order number.

  2. You can check the order status anytime in the “My Orders” section of your account.

  3. Orders are subject to product availability. If any items are out of stock, the rest of your order will be shipped, or the order will be canceled if it’s a single-item purchase. Any amounts already paid will be refunded.

  4. If your order was paid in-store, you will need to present your receipt at a store in the same country to receive a refund, if necessary.

INCONSISTENT ORDER

If your order doesn’t match what you purchased (wrong items, sizes, colors, or quantities), please contact Customer Service with your order number.

We’ll help fix it, either with a replacement or a refund.

I RECEIVED MY ORDER AFTER GETTING A REFUND. WHAT CAN I DO?

If you receive an order after a refund has already been issued, please do not open or use the items. Contact our Customer Service immediately and provide:

  • Your order number

  • Details of the items received

  • Proof of the refund (if available)

Our team will guide you on how to return the items or what steps to take next. Do not attempt to resell or discard the products, as they remain the property of the company until properly returned.

WHAT IF THE PACKAGE IS HELD BY CUSTOMS?

If your package is held by customs, the delivery may be delayed. Any customs duties, taxes, or import fees imposed by the destination country are the responsibility of the customer. We recommend checking your country’s import regulations before placing an order.

If you experience issues with customs clearance, please contact the local customs office or your shipping carrier for assistance. Our Customer Service can provide support regarding your order, but we cannot cover customs charges or guarantee customs clearance.

WHEN WILL I RECEIVE MY ORDER?

Delivery times depend on the selected shipping method. We offer the following options:

  • Standard home delivery: 3 – 5 business days – €4.95

  • Express home delivery: 1 - 2 business day – €9.95

These delivery times are indicative; the estimated delivery date will be confirmed during the checkout process.

Delivery times are calculated from 24 business hours after the purchase date. Weekends and public holidays are excluded. National, regional, and local holidays are observed, as well as those of the market where our warehouse/logistics center is located.

During sales periods, promotions, or special campaigns, deliveries may experience delays. In-store pickup may also be unavailable. Potential delivery delays may occur due to various reasons, such as product personalization, unforeseen circumstances, force majeure, or if the delivery area is rural or remote.

Except in cases of product personalization or extraordinary/unforeseen circumstances, we will dispatch your order within the timeframe indicated on the website for the selected shipping method, and in any case, within a maximum of 30 days from the order confirmation date. If you have not received your package after this period, please contact our Customer Service.

For safety reasons, delivery to PO boxes, hotels, aparthotels, residences, holiday apartments, transport agencies, logistics platforms, and/or similar locations is not guaranteed.

ORDER CANCELLATION

If you wish to cancel an order that has just been processed, you must log into your account, go to “My Orders,” and select the order you want to cancel.

The “Cancel Order” option will only be available until the order is prepared. If it is not active, the order cannot be canceled.

If you cancel the order, it cannot be restored, but you may place a new order.

Modifying an Order

It is not possible to modify an order;

you can only remove items if the order status allows it.

IMPORTANT: Orders paid in-store cannot be canceled or modified (see “Orders Paid In-Store” for more information). Once an order can no longer be canceled or modified, it can still be returned or exchanged at one of our stores in the same market where the purchase was made, using the purchase receipt.

CAN I MAKE CHANGES TO MY ORDER?

If you need to change your shipping address, we recommend contacting our Customer Service as soon as possible via the “Contact Us” section. Please note that any address changes made after the order has been shipped may result in a delivery delay of at least 48 business hours.

WHERE CAN I FIND MY ORDER NUMBER?

Shortly after your payment has been authorized, you will receive an email with your order number. From that moment, you can check the status of your order in the “My Orders” section.

All orders are subject to product availability.

If there are any issues with product supply or if items are no longer available, the remaining items in the order will be shipped, or the order will be canceled if it concerns a single-item purchase. Any amounts already paid will be refunded.

If the purchase was paid in-store, you will need to present the receipt at a store in the same country of purchase in order to receive the refund.

DO YOU DELIVER ON PUBLIC HOLIDAYS?

Delivery times are calculated based on business days only.

National, regional, and local holidays are observed, as well as holidays in the country where our warehouse or logistics center is located.

During peak periods, promotions, or special campaigns, delivery times may be longer than usual.

IS NEXT-DAY DELIVERY AVAILABLE ON ALL ORDERS?

Next-day delivery is available for orders placed before 2:00 PM for a fee of €9.95. Orders placed after 2:00 PM will be delivered within 48 business hours.

Delivery depends on product availability and location. During peak periods or promotions, next-day delivery may not be guaranteed.

DO I NEED TO BE THERE TO SIGN FOR DELIVERY?

Yes, a signature may be required depending on the shipping method and carrier. If you are not available at the time of delivery, the carrier may:

  • Leave a notice to reschedule delivery, or

  • Direct the package to a local pickup point for you to collect.

For safety reasons, delivery to PO boxes, hotels, or similar addresses may not be guaranteed.

DO YOU DELIVER TO MY POSTCODE?

Delivery is available to most areas, but availability may depend on your postcode and the selected shipping method. During peak periods, promotions, or special campaigns, some areas may experience delays or limited delivery options.

For confirmation, you can enter your postcode during checkout to see the available delivery options.