My order should have arrived by now, but I haven't received it yet. What should I do?

Don't worry! 💛 Before contacting us, we recommend following these steps:

1. Check your order tracking

When your order leaves our production center, you will receive an email with a link to track it, provided you provided an email address when making your purchase.

From this link, you can check the status of the shipment, the latest updates, and the courier service responsible for the delivery.

2. If the order is still in transit

Check the tracking updates to see where it is. If you need more information, we recommend contacting the courier directly and providing them with the package tracking number.

If there has been no update for more than 7 days, contact us through the form, indicating the order number, and we will check what is happening.

3. If the order is marked as delivered, but you haven't received it

Sometimes, couriers may leave packages without prior notice. Before contacting us:

• Check the mailbox and the building entrance, if there is one.
• Ask your neighbors if they received the package on your behalf.
• Check the tracking again to see if a nearby pickup point or post office is indicated.
• Contact the courier directly to confirm where the delivery was made.

If you still cannot find the package after these checks, contact us through the form, indicating the order number, and we will help you investigate the issue.

4. Check the shipping address

Check the confirmation email to make sure the address provided is correct and complete.

If it contains any errors and the order is already in transit or cannot be retrieved, a new shipment can be requested, with the shipping costs borne by the customer.

A little tip: To facilitate deliveries, always make sure to provide the full address (apartment, door, staircase, etc.), an email address, and a contact phone number. 💛

What is your returns policy?

If the product you received does not match what you ordered or is damaged, you can request a return or exchange. We are committed to resolving any issues of this type quickly and easily. Just contact us and we will do our best to offer you a satisfactory solution.

I have received the wrong or damaged product. What should I do?

We are sorry if your product arrived damaged. To resolve this as quickly as possible, contact us via the form no later than one week after receiving the product, with images of the damaged product, your order number, and any other details to consider. We will contact you with a solution as soon as possible!

Do you offer refunds?

Yes, we issue refunds in cases where the product arrives damaged or is incorrect. If you find yourself in this situation, contact us via the form attaching some images of the affected product. Once we have received the information, we will process the return as soon as possible and refund the corresponding amount.

Can I exchange a product for a different size or color?

At the moment, we do not offer size or color exchanges. We understand that choosing the right size can raise questions, which is why we provide a detailed size guide in the description of each product. If you need a hand, we will be happy to help!

When will I receive my order?

Shipping times will depend on your location, although you can estimate them as follows: 

• Catalonia and mainland Spain: 3-8 business days*
• Europe: 5-7 business days*
• USA: 3-4 business days*
• Australia: 2-14 business days*
• Japan: 4-8 business days*
• International (other): 10-20 business days*

*IMPORTANT: The shipping times we indicate are estimates and may vary depending on the type of product, its availability in stock, and also the operation of the courier service. However, we will do everything possible so that you receive your order as soon as possible.

During periods of high demand, such as Christmas or Black Friday, shipping times may be longer than usual.

👉 It is very important to enter all shipping information correctly, including any additional instructions necessary to facilitate delivery. We also recommend adding a phone number, as it can be useful for the courier service in case of any issues.

When you place your order, you will receive an email or text message confirmation. When we ship it, you will receive a notification with all the necessary information to track it.

Where is my order shipped from?

For orders to Catalonia, mainland Spain, and Europe, the product is mostly produced in Catalonia and therefore shipped from there. However, depending on the specific product, color, or size, and subject to availability, the product may be produced in one of our other international centers.

For international orders, and with the aim of reducing shipping times as well as the product's journey, we produce from other centers around the world, always with the same supplier. By reducing the product's journey, we make more optimal use of mobility resources, within a more environmentally sustainable process.

Will I have to pay customs fees for my order?

International orders, especially those involving intercontinental shipments, may be subject to additional customs processing fees. These fees are determined by the local customs agency and are beyond our control. Since customs policies vary by country, we recommend checking with local authorities in advance to obtain accurate information about possible additional charges.