FAQ

How can I request an exchange or return?

You can submit your request here. You have 30 days from the delivery date to do so. Our exchange and return policy can be found here.

How can I track my order?

Once the carrier has picked up your order, you will receive an email where you can check the shipping status.

I have received a damaged product or the wrong item.

We sincerely apologize for the inconvenience. Please contact us at [email protected] and attach a photo of the item along with its label.

Can I make an exchange or return my order at a store?

Yes, you can exchange or return your order at our store in Calle Fuencarral 47, 28004, Madrid or in C. de Martínez Ferrando, 2, L'Eixample, 46004 València. Please make sure to request it in advance here.

Can I cancel my order?

Cancellations are possible within 1 hour of purchase if you email [email protected] during customer service hours. During peak seasons (Black Friday, Christmas, sales), cancellations may not be available.

Can I change the delivery address or the email of my order?

Order details can be updated within 1 hour of purchase by emailing [email protected] during customer service hours. Please note that during peak seasons (Black Friday, Christmas, sales), changes may not be possible.

What is the estimated delivery time?

You can check shipping times and rates by location here.

Are customs fees included in the shipping charges?

Customs taxes are not included in the shipping fees. Please check here to see if your shipment is subject to customs duties.

I haven’t received my newsletter discount code, or it isn’t working.

If you haven’t received it, please check your spam folder. If it’s still missing or the code doesn’t work, contact us at [email protected].

The item I want is out of stock. Will it be restocked?

We often restock our items. We recommend selecting the size of the product that’s currently unavailable and entering your email. That way, you’ll be the first to know!

What payment methods do you accept?

We accept payments by credit/debit card (Mastercard, Visa), as well as PayPal, Klarna, Apple Pay, and Google Pay.