How can I know that the order has been made correctly?
After completing the purchase process, an order confirmation will appear on your screen with all the details of your purchase, your shipping address and the items you have chosen. You will also receive an email confirmation that will be proof that we have received your order. (Please make sure you have written your email address correctly in order to send you the order confirmation).
Can I get my order in a different direction than the billing address?
Yes! But we can only change your shipping data if the order has not already been sent. Please send us an email to change your data. You must provide us with your order number, and your new address, and you must notify any instruction we should know for the delivery of your order. Please note that the management of your order is done very quickly, so inform us of any change as soon as possible to avoid possible cancellations.
Do I need an email address to order online?
When you make a purchase with us for the first time you need an email. In this way we can send you confirmation of your order and keep you informed about the shipment or any incidence of your purchase. We will also send you by mail the news of our products or offers, as well as the confirmations of payments or returns made by you.
How can I know my size?
Our "size box" will help you determine what size you need to buy. The sizes of men, women, children and accessories will be found in our "size box".
Will I receive an order confirmation with my data?
Yes! Just enter your email when you place your order. Once you have completed your order, an order confirmation page will be opened with all the details of your purchase. You will also receive an order confirmation email.
Will I receive a notice when my order has been sent?
Yes! Once your order has been sent by us, you will receive a confirmation email.
At what time will I pay my order?
If you have chosen as a form of payment bank transfer or PayPal, we will proceed to send your order once we have received the payment in those accounts. If you opt for payment by card, the order may not be taken into account and will not be processed until the payment has been authorized by your bank or box. If any of the items you have chosen are not available, and we have received the payment for you, we will refund the amount of the item unavailable.
Can I change my shipping data after I have made the order?
Once we have sent your order to the shipping address you have provided, we cannot change the shipping data. If you don't find yourself at home when your package has arrived, the courier will leave you a letter of notice so you can get in touch with another schedule or so you can pick it up at the messaging office.
Can I know the status of my online order?
Yes! At any time you can check the status of your order in the “Follow-up” section at the bottom of the web. Also, once the items have been prepared and we have sent your order, we will send you an email to warn you that your package has been sent. In the mail we will include a follow-up number with which you can track the package and see the sending status of your order.
Will I quickly receive my order?
Yes! Many of our shipments are received between 1 and 3 working days after receiving payment. When you place the order, when choosing your shipping method, we give you the delivery time for each shipping option.
Where's my order?
If you do not receive your order within a maximum of 10 working days or more, after having made your payment, please contact us (please provide us with your name, email, order number and phone number) and we will resolve the problem as soon as possible. At all times, you can be aware of the sending process by clicking on the "following Orders" button at the bottom of your screen. If you have any questions about the status of your order, please contact our Customer Service using the Customer Service Form. Our Customer Service will be happy to help you.
How do I know shipping costs?
Shipping costs are visible in the shopping cart below the product list. Each time you add a product to the shopping cart, shipping costs change automatically. In this way you will be able to check the total price of the items along with the shipping costs before the end of your purchase. The calculation of shipping costs depends on the volume and weight of the items. In many cases, shipping costs are not very modified by adding more than one item to the shopping cart.
What if I'm not home when my package has arrived?
If you are not home at the time the package has arrived and the courier cannot leave the package to someone else in your charge or somewhere safe, the courier will leave you a letter of notice to contact the courier's office and agree on another schedule. The messenger will come 2 times to your shipping address to deliver the package. If no one can receive the package to the address provided, please provide us with your address or a friend/family.
What happens when my order has been returned because it has not been delivered?
We may have the package returned to us because the messenger couldn't deliver the package to your address. In this case, we will contact you to find out if you want to receive it in another direction or proceed to return. If the package could not be delivered within 2 weeks, it will be returned to our offices.
Why has my package been returned?
If we receive your returned package it may be for the following reasons:
- The address is wrong.
- No one has been able to pick up the package for 2 weeks.
- The package has been rejected by the client.
Is it possible to have a shipping address other than the billing address?
Yes! It is possible to send a package to a different address than that of billing.
Why can I return an article?
If you are not satisfied with any of the products you have purchased, you will be able to return the product to us and get the refund of the returned product price within 30 business days of delivery of the products. We offer you a policy of flexible returns and we have no problem receiving returned products for a refund or change, either because they do not serve, you have ordered wrong items or products are damaged or defective when they arrive. The products must be returned in their original box/package. The products cannot have been used. The products must be accompanied by the Form of changes and/or returns of articles.
Is there any particular article I cannot return?
Once you have received the order, if you are not satisfied for any reason, you can return the item in a maximum of 30 working days from the date you have received your package, and we will replace your product for another or we will refund the money. No changes or returns of underwear will be accepted for hygiene reasons
Can I return items that are not of proper size?
If you are not satisfied with the product you have purchased, you will be able to return the product and get the refund of the returned product price within 30 business days of delivery of the products. The product must be returned within 30 working days from receipt. The product must be returned in its original box/package. The product cannot have been used. The product must be accompanied by the Form of changes and/or returns of articles.
How can I know my return has been received?
Packages usually reach our offices within 10 working days. By completing your personal data, you provide us with an email address, so we can send you an email to confirm that we have received your package.
How will I receive my refund?
Once you have received the return in our offices, and after checking the status of the same, you will proceed to refund your amount in the form of voucher for next purchases.
What should I do if I received a wrong article?
If we have sent you a product that is different from what is detailed in the invoice, we will make the change and refund the portions that generate the return.
What should I do if I received a defective article?
We do our best to make sure your products arrive in perfect condition, however if there is any problem with a defective or damaged product contact us so that we can proceed as soon as possible to change.
How should I prepare the return package?
The product returned must be in the same state in which it was delivered and you must retain, as far as possible, its original packaging and labeling. The shipment must be made using the same cardboard protective box in which it has been received to protect the product. Using also an appropriate plastic bag as packaging to protect it from moisture or dirt. Make sure the package is closed properly and cannot be damaged during the journey.
You must include a copy of the invoice within the package, where the returned products are also displayed and the reason for the return. Tell us the references of the items you wish to return. We will answer you as soon as possible via email or phone with the resolution. We hope we can solve your problem within a maximum of 2 working days.
How long will it take for my return to arrive?
It usually takes about 10 working days to get to our offices. If you have completed your email data we will send you a confirmation to inform you that we have received the package correctly.
The original packaging of the item has been removed and I want to return the item Can I get another packaging?
Whenever possible please send us the items you wish to return with their original packaging. If for any reason you do not have the original packaging and you want to return some item please use an appropriate packaging for shipping and a plastic bag to protect it. Please make sure the package is closed properly and cannot be damaged during the journey.
Are there extra shipping costs not indicated on the web?
No! The only shipping expense will be notified in your shopping cart.
Is there anything to pay when receiving the order?
No! All expenses will be indicated in your shopping cart before the end of the order and will also include shipping costs and other charges. Except for the areas that have some additional expenses, such as: Canary Islands, Ceuta and Melilla (Additional expenses should be paid to local authorities).
Can I add an item to an open order?
Yes! To add an item to your order, you need to send us your order number and the article reference you want to add. You will find the reference once you have added the item to your shopping cart. Orders that have already been sent cannot be modified.