In Store and On-line Return Policy

Right of withdrawal

If you are not satisfied with the product(s) you purchased, if you already had them, if you made a mistake in your purchase or if you simply do not want them, you only have to follow the following steps within 14 calendar days of receiving the product:

Notify us by phone at 911690738, or by email at: [email protected]. We will review your request and process it as soon as possible.
We will only need your order number, as the rest of the data will be obtained internally so that you don't have any more problems. Tell us the products to be returned. Once we have authorised the return request, we will provide you with a return document.
You must pack the products in the same protective box in which you received them, or in one with similar characteristics.
Include the return document inside.
Send it to Plaza de Mondariz, 6. 28029 Madrid. (Spain)
We will refund you in full (including the transport costs from the shop to your address, if any), but please note that you will be responsible for the return costs. Additionally, we offer a reverse logistics service whereby a courier will pick up the package from your address and deliver it to the shop. This service is optional and costs €9.99 including VAT, which will be deducted from the total amount to be returned.

We have provided you with a standard form for the exercise of the right of withdrawal here for download. Please send the completed form to [email protected] for processing.

Please note that we do not accept returns of personalised (embroidered) products.

Refunds

After receiving the returned products, we will check that they are in perfect conditions.
We will refund the full amount of the returned products. Please be aware that in case the product is not returned in the same original packaging, it may be depreciated.

Although the law stipulates a period of 14 calendar days for the return of the amounts, we try to process them in a maximum of 48 hours (working days).

Payment will be made using the same method of payment that was used for the purchase or as agreed with the customer.

If you are returning an item using a gift receipt, your refund will be in the form of a merchandise credit when accompanied by the gift receipt.

Please note that we do not accept returns on personalised (embroidered) products.

Return of defective products

In the event that you consider that at the time of delivery of the product, it does not conform to the stipulations of the Contract, you should contact us immediately by email [email protected] or by calling our telephone number 911690738, providing us with the details of the product and the damage it has suffered. Please note that in some cases we will ask you to send us a photograph of the damage.

Once we have received the notification, we will contact you to inform you about how to proceed and which transport agency to use. As a general rule, these are the steps to follow:

You must return the product to us at the address indicated on the invoice that you will receive by post, providing us with the following details:

  • Your e-mail address
  • The order number
  • The date of receipt of the order
  • The date of return

Once the goods have been received in our warehouses and the delivery has been verified, we will proceed to refund the amount and shipping costs, according to the method of payment used. The return or replacement of the item will be made as soon as possible and, in any case, within 30 days from the date on which we send you an email confirming that we have received the item.

In the event that the product(s) cannot be replaced, the amounts paid for those products that are returned, due to a defect or fault, will be refunded in full.

The rights recognised by current legislation remain unaffected.


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