FAQS

Help with the purchase

IS THIS PRODUCT IS AVAILABLE?

The sizes shown on the website are those that are currently available. If you do not see the size you need, it is out of stock. You can contact us on Whatsapp: +34 659 77 88 05 or at info@santaeulalia.com for more information.

WHAT SIZE DO I NEED?

On each of our product pages,. we provide a size guide that includes the main equivalences to help you select the right size. If you still have questions or concerns, please feel free to contact us on WhatsApp: +34 659 77 88 05 or email: info@santaeulalia.com

ARE THE PRODUCTS AUTHENTIC?

At Santa Eulalia we strive to provide you with an exceptional online shopping experience and we only offer products from brands with which we have distribution contracts, which means that all the items we sell are authentic. In addition, to ensure that the articles arrive in perfect condition, we carry out exhaustive quality controls. We have the full confidence of our customers, which guarantees consumer protection and the quality of our service.

HOW DO I MODIFY OR CANCEL MY ORDER?

If after reviewing your purchase you wish to make any changes or cancel it, please contact us as soon as possible on Whatsapp: +34 659 77 88 05 or email: info@santaeulalia.com for more information. If your order has not yet been processed, we will be able to resolve it as soon as possible. Otherwise, we will offer you several solutions.

CAN I RESERVE A PRODUCT?

With our "Reserve in store" service you can book one or more items online (in different reservations) and come to our store in 93, Paseo de Gràcia in Barcelona to try them on.


You will receive a first email of your reservation, however, remember that when your reservation is ready in our store, you will receive another email with a QR code.

Once there you will be attenden by one of our sales staff who will help you with your reservation without any commitment to buy.

The reservation is valid for 3 business days and if you decide on any of the garments, the payment is made in store.

CAN I GIFT-WRAP MY ORDER?

We put all our care in wrapping your package as a gift. In the basket section you can leave a note in "I would like to wrap my order". The service is free.

Payment methods

WHAT PAYMENT METHODS DO YOU ACCEPT IN SANTA EULALIA?
  • Credit or debit card
  • Bizum (only in Spain)
  • Google Pay and Apple Pay
  • Paypal
  • Sequra (only in Spain)
  • Klarna (Payment in euros only)
  • UnionPay
  • ShopPay

At Santa Eulalia we accept several payment methods to offer the greatest possible convenience to our customers:

Credit or debit card
We accept Visa, Mastercard and American Express. To make the payment by card, you have to enter your card details at the time of completing the purchase.

Bizum
To use this application you must have a Bizum account associated with your phone number.

Google Pay and Apple Pay
If you have a Google Pay or Apple Pay account, you have to add your card to the corresponding app and select this payment option at checkout.

PayPal
You must have a Paypal account created and select this option at the end of your purchase.

Sequra (only in Spain)
This is a platform that allows you to make installment payments. The service is available for purchases between €50 and €3,000. To use this payment method, you must select the Sequra option at checkout and follow the instructions provided.

Klarna (Payment in euros only, except Spain)
This platform allows you to make payment in the next 30 days or make installment payments. You can select this payment method when completing the order, selecting the Klarna option. This option is not available in Spain.

DO YOU OFFER PAYMENTS IN INSTALLMENTS?

Sequra 3 Installments (only in Spain)
No interest and no additional costs.

Sequra Payment in Installments (only in Spain)
This modality gives the customer with the option of dividing his payment in more installments: 4, 6, 12 or 18 months, with a fixed service fee that will vary depending on the amount to be divided.

Klarna (Payment in euros only, except Spain)
You have the option of making the payment in the next 30 days or making installment payments over 3 months without interest.

  • Austria: Pay later 30 days max: 5.000 €, Pay in 3 max: 5.000 €, Financing 6, 12, 24 and 36 months
  • Belgium: Pay later 30 days max: 1.500 €
  • Finland: Pay later 30 days max: 5.000 €, Financing 6, 12, 24 and 36 months
  • France: Pay later 30 days max: 500 €, Pay in 3 max: 1.500 €
  • Germany: Pay later 30 days max: 5.000 €, Pay in 3 max: 5.000 €, Financing 6, 12, 24 and 36 months
  • Italy: Pay later 30 days max: 500 €, Pay in 3 max: 1.500 €
  • Netherlands: Pay later 30 days max: 5.000 €, Pay in 3 max: 4.000 €
  • Ireland: Pay in 3 max: 1.500 €
  • Portugal: Pay in 3 max: 1.000 €
  • Greece: Pay in 3 max: 1.000 €

*This Payment method is not available in Spain.

Paypal (3 months)
Paypal also has a payment in installments option. The service is available for purchases between €30 and €2,000. You can easily pay for purchases in 3 installments

I CAN'T FINISH THE PAYMENT, WHAT DO I DO?

Card​
If you have had problems completing your order with your credit card, please try again. Otherwise, you can contact your bank, or contact us via Whatsapp: +34 659 77 88 05 or email: info@santaeulalia.com or choose another payment method.

Sequra (only in Spain)
If Sequra has refused your payment in installments, as this is confidential data, please contact them by phone: 931 760 008 (Monday to Friday from 9:00 a.m. to 2:00 p.m. and from 3:00 p.m. to 18:00).

Klarna (Payment in euros only)
If you have not been able to place the order with Klarna, due to data protection, we ask that you contact them directly by calling 911 391 220 (Monday to Friday from 9:00 a.m. to 9:00 p.m.)

CAN I REQUEST AN INVOICE?

At the time of purchase you can leave us all the information in the "Billing address" section to request your invoice or you can request it on Whatsapp: +34 659 77 88 05 or email: info@santaeulalia.com.

Can I apply for Tax Free?
The Tax Free can only be issued to customers who have purchased online and are picking the order up in our physical store, or to those who have made an e-reservation.
For purchases in our physical store in Barcelona, the Tax Free receipt may always be given upon request. 

Shipping

WHICH COUNTRIES DO YOU SHIP TO?

We offer shipping worldwide, excluding: Madeira, Gibraltar, Azores, Belarus, North Korea, Democratic Republic of the Congo, Somalia, South Sudan, Nigeria, Central African Republic, Libya, Syria, Iran, Iraq, Afghanistan, Antarctica, Russia and Ukraine.

WHAT SHIPPING METHODS DO YOU HAVE?

You can consult all shipping options in the European Union and for the rest of the world here.

HOW MUCH IS THE SHIPPING?

You can consult all shipping options in the European Union and for the rest of the world here.

WHERE IS MY ORDER?

You can track your order at the DHL page: https://www.dhl.com/es-es/home/seguimiento.html If you have any other questions, please contact us on Whatsapp: +34 659 77 88 05 or email: info@santaeulalia.com.

Returns and Exchanges

I RECEIVED THE WRONG PRODUCT, WHAT CAN I DO?

Please contact us via Whatsapp: +34 659 77 88 05 or email: info@santaeulalia.com to offer you a solution.

CAN I EXCHANGE A PRODUCT?

For the European Union's country you have 14 days from the receipt of the order. Please contact us to check the availability of the size, color or model you want and we will manage it. The first change is totally free.

For countries outside the European Union, changes will be managed as a return and a new purchase.

CAN I RETURN A PRODUCT?

You have 14 days after receiving your order to return an item.

To process the return, please follow these instructions:

ORDER SHIPPED WITHIN THE EUROPEAN UNION: You can request a return by managing a collection through the return form.

ORDER SHIPPED OUTSIDE THE EUROPEAN UNION: Deliver your order to a DHL collection point along with the return delivery note that you will find inside your order. Find your nearest DHL point here. Select your location and the “Send Shipment” service with the payment option “I have a DHL Express return shipment” and the required option “I have printed a DHL label”.

If you have any questions about the return process, you can contact us:

  • On Whatsapp: +34 659 77 88 05
  • By email: info@santaeulalia.com
  • Or in our store at Paseo de Gracia 93, in Barcelona

For any purchase that meets the conditions detailed below:

  • We do not accept returns of underwear, swimwear, socks, masks, food products, body care
    products, makeup, perfumes or jewelry.
  • Returned items must be in perfect condition, unused, in their original packaging, and without tampering with the safety label.
  • Footwear and accessories must be returned with the original branded boxes and protective bags, when provided, and placed inside a protective outer shipping box.
  • When trying on footwear, be careful not to mark the soles or damage the shoe box.

The cost of returns within the European Union is completely free. For other destinations you can check our return rates in detail here.

HOW MUCH DOES A RETURN COST?

Returns in Spain and in the European community are free. For the rest of the countries please check here.

WHEN WILL I RECEIVE MY REFUND?

As soon as we receive the return, we will refund the amount with the same payment method (minus the return costs where applicable). Please note that depending on the payment method, the refund may take up to 5 business days.

My account

CAN I BUY WITHOUT HAVING AN ACCOUNT?

Yes, you only need an email and shipping information to make a purchase. However, we recommend that you to create an account to have access to to your order management and preferences, as well as to have a more satisfactory user experience for future purchases.

HOW CAN I REGISTER?

You can register from our menu through the link "My Account" found at the top right.

HOW CAN I RECOVER MY PASSWORD?

You can recover your password from the login screen or by contacting us at info@santaeulalia.com.

CAN'T FIND THE QUESTION YOU'RE LOOKING FOR?

Please contact us on Whatsapp: +34 659 77 88 05, via our chat or by writing us a message at info@santaeulalia.com.

Paseo de Gracia store information

WHERE IS THE STORE?

Our store is located at 93, of the iconic Paseo de Gracia. The closest metro stops are the Diagonal stop on the blue line, the Passeig de Gracia stop on the green line, and the Provença stop on the railways. There are alsoseveral bus lines and parking nearby.

WHAT ARE THE OPENING HOURS?

Our store opens from Monday to Saturday from 10.30 a.m. to 8:30 p.m. Consult our special opening hours during sales and Christmas seasons.

CAN I PICK UP MY ORDER IN STORE?

You have an option to buy online and pick your order up at our store in 93, Paseo de Gràcia Barcelona. When placing the order, before finalizing the purchase, select the shipping option "Pick up in store".

You will receive a first confirmation email, however you will need to wait until you receive a second email confirming that your item is ready for pickup before going to the store.

Once you receive the second mail, you can pick it up at the store from Monday to Saturday from 10.30 a.m. to 8:30 p.m.

Remember that we do not process orders on weekends or holidays.

HOW CAN I CONTACT YOUR STORE?

We will be glad to assist you from Monday to Saturday from 10.30 a.m. to 8:30 p.m. at +34 932 150 674.