Frequently Asked Questions (FAQ)

To initiate your request you must log in to the returns and/or exchanges portal.

If you do not know how to access the portal, go to the return or exchange policy of the website where you made your purchase. Within the policy you will find the link to the portal. 

If you know how to access the portal, simply fill in the required information to initiate your request.

• Your order number can be found in the confirmation email of your purchase. 
• The e-mail address or telephone number you used to register at the time of purchase.

It is possible that it is for one of the following reasons:

• The order number you reported does not exist in the shop, check that you are writing the order as you received it in the email or confirmation message. 
   
• The email address or telephone number is not the one you registered at the time of purchase. Check that you are using the email or phone number where you received the order confirmation.
  
  
• If the problem persists, you should contact the website where you made the purchase to request it. 

In this case you have exceeded the time established by the store to make your return or exchange. If you have more doubts about this point, please check the store's return and exchange policy.

This item has special conditions of sale, which do not allow its return or exchange. If you have more questions on this point, please check the store's return and exchange policy.

This happens when there is already a return request in progress. Check your email to verify previous requests and follow the instructions to follow to make the return or exchange.

If any of the items you want to return or exchange do not appear in the list. It is possible that there is an issue, please contact the website where you made the purchase.

These are the options you will be able to see on the portal, but will depend on the terms and conditions of each item set by the shop where you made your purchase:

• Size/colour/combination exchange: allows you to exchange the item for one of its variants.
• Exchange for another product: allows you to exchange the item for another product available in the shop.
• Gift Card: allows you to exchange the item for a gift card that can be used for future purchases.
• Store credit (discount coupon): allows you to exchange the item for shop credit that you can use on future purchases.
• Refund: allows you to receive a refund in the same payment method you used during the purchase of the item. 

The green texts indicate the benefits you will receive if you select this option. Take advantage of these benefits when making your application.

By default we use the same address where you received your order. During your order you will be able to update this address, which we will use for:

• In the case of exchange, this is the address where the new products will be sent.

• In the case of a return, this is the address from which you send the returned goods in the event of a transport incident.

If you do not see any shipping methods, it is because the return option you selected is not available in your area or region. Verify that your address is correct, and check the return and exchange policy of the shop where you made your purchase to verify the available options.

 Once your exchange or refund request has been completed, we will send you a confirmation email to the email address you used to access the portal. If you have not received the confirmation email, please check your spam folder.

You should check the email with which you made your request, in case you do not find it in the main mailbox please check the spam folder. Remember that the email with the shipping instructions should reach you within 48 hours after you have made your request.

In case you wish to make a modification to your shipping method you must contact us through the contact us button at the bottom of the page.

The refund will be processed once the condition of the item has been received and verified. Remember that this may take up to 15 working days depending on your bank.

 Your store credit code can be found in the body of the refund notification email.

The refund notification email indicates that the refund has been processed, remember that it may take up to 15 working days depending on your bank. In case you have requested Store Credit or gift card go to "Where can I find my store credit?"

This depends on the transport service selected:

• If the option you have selected is exchange with return, they will collect the item you wish to exchange and deliver the new item to you at the same time.
• In the case of another type of service, the item will be sent once you have paid the difference in price of the new item or you have sent the item you wish to exchange, the latter depending on the exchange policies defined by the shop where you made the purchase.