RETURNS, EXCHANGES AND REFUNDS

we have adapted our services to stay by your side. If you need to return your order, don't worry. We have extended the return period to 30 days on all purchases made online..

We offer free returns on all purchases within the European Union.

For International (outside of European Union) returns, the customer is liable for the total cost of shipping. Once we receive the return, we will deduct the shipping costs from the total amount to be refunded.

Please consult our standard shipping rates for international returns in the table below. If the package you want to return does not fit any of the 4 sizes we indicate, please get in touch with us at [email protected] and we will inform you of the exact shipping cost of your package.

Standard shipping rates for international returns:

Destination

Shipping

Box 1

27x27x12 cm

Box 2

41x33x12 cm

Box 3

40x30x15 cm

Box 4

40x30x30 cm

European Union

FedEx

0€

0€

0€

0€

Rest of Europe

FedEx

35€

35€

35€

40€

America

FedEx

50€

75€

85€

95€

Asia

FedEx

70€

90€

95€

95€

India

FedEx

110€

130€

140€

170€

Oceania

FedEx

70€

95€

110€

130€

Middle East

FedEx

90€

130€

145€

165€

RETURNS POLICY

  • Return shipments must be made using the same service as for the original delivery (TNT or FedEx)
  • We can only accept returns from the country to which an order was originally shipped
  • You have 14 days from the date you receive the order to make any returns
  • We ask you to return all items in perfect condition, unused and in their original packaging and with the safety label attached. Unfortunately, we cannot accept returned items that do not meet these conditions
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping
  • When trying on footwear, please take care not to mark the soles or damage the shoe box
  • We do not accept returns of women’s lingerie and women’s swimwear
  • We do not accept returns of socks or men's underwear

You can also return goods at our store at 93 Passeig de Gràcia in Barcelona. The refund will be made using the same payment method used for making the purchase, we are therefore unable to offer any cash refunds.

RETURNS PROCESS

We are pleased to offer a returns collection service to all customers for any purchases that comply with our returns policy.

The service is free for returns within the European Union.

For International returns the customer is liable for shipping charges.

Please follow these steps to request a return;

    1) Log in to you account and go to ‘My Returns’ if you have an account created, otherwise contact us at [email protected] and we will inform you of how to proceed

    2) Choose the corresponding order and click on ‘Return’ to start de returns process

    3) Select the item(s) and indicate the motives for the return

    4) If your motive for return is due to a defective product;
    - Please take photos of the defect and upload them to the system via the ‘attach document’ link. Or send the photos via mail to [email protected] indicating your order number, name, telephone number and a description of the defect.

    5) Prepare your package with the documents enclosed in your order. If no returns documentation is included please let us know and we will send it to you via email

    6) Place the item(s) with all the original packaging inside the Santa Eulalia box

    7) Attach the Return Label (shipping waybill) to the outside of your Santa Eulalia box

Once we receive the returns request, we will contact you to agree a date and time for the pickup.

Please note that return shipments must be made using the same service as for the original delivery (TNT or FedEx). We can only accept returns from the country to which an order was originally shipped.

You can follow the return of your package with our carrier using the tracking number the transport agency sends you. You can also check the status in your account under ‘My Returns’.

EXCHANGES

If you'd like to exchange one item for another, please return the original item and make a new order.

We can also attend to any changes in size or item at our store at 93 Passeig de Gràcia in Barcelona, obviously free of charge.

We ask you to carry out any exchanges or returns within 14 days following the date you receive the order. We regret to inform you that, in principle, we cannot accept any exchanges or returns after this period.

REFUNDS

The refund will be paid once the item(s) has been received and reviewed by our team. Once your return has been accepted by us, your refund will be completed via the original payment method. Please note that refunds may take several days to process depending on your bank or credit card provider.

In the case of returns outside of the European Union, the refund will be done excluding the return shipping costs.

FAULTY ITEMS

All products leaving our warehouse have been thoroughly checked and it is our aim to deliver every package in great condition. If you receive a faulty or damaged item, please contact us immediately at [email protected] to find an adequate solution or follow the RETURNS PROCESS to request a return.