How can we help you?

You can shop without an account, but you need one to return or exchange an item: returns and exchanges are requested from your account.

Your account holds all your orders with their status, the invoices to download and the progress of your returns and exchanges. You can also save your addresses so you don't have to type them in every time.

1. Tap the person icon at the top right of any page, next to the magnifying glass and the bag. You can also use the «My account» link in the «Help» column at the bottom of the page.

2. On the sign-in screen, tap «Join us», next to «Not a member?».

3. Fill in your first name, last name, email, phone and a password, and tap «Join». Tick the box if you want to receive news and offers by email.

4. We send you an email with a confirmation link. Open it and tap the link: you will see a message confirming that your email is verified.

5. Go back to the sign-in screen and log in with your email and password.

You can't sign in until you confirm your email. If the message doesn't arrive within a few minutes, check your spam or promotions folder. If the link has expired, try to sign in and we will send you a new one.

Create your account with the same email you used at checkout, following the steps in «How do I create an account?». Once you confirm it, the orders placed with that email appear automatically in the «Orders» section of your account, and you can return or exchange them like any other order.

The same applies if you already have an account and shop without signing in: the order shows up in your account as long as you use the same email.

If you typed a different email at checkout, the order won't be linked to your account. In that case, write to us through the contact form with your order number and we will help you.

1. Tap the person icon at the top right to go to the sign-in screen.

2. Tap «Forgot your password?».

3. Type the email of your account and send it.

4. You will receive an email with a link to create a new password. If it doesn't arrive within a few minutes, check your spam folder.

Sign in with the person icon. Your account menu has four sections: «Overview», «Profile», «Addresses» and «Orders».

In «Profile» you can change your name, email, phone, password and billing address. In «Addresses» you can add, edit or delete your shipping addresses. The addresses you save will be available to choose from at checkout.

When you finish paying you will see a confirmation screen with a summary of your purchase, and we will send you a confirmation email with the order number and the details of the items. Keep that email: the order number is what we will ask for if you contact us.

If the email doesn't arrive within a few minutes, check your spam or promotions folder. If you have an account, the order also appears in the «Orders» section.

1. Sign in with the person icon at the top right.

2. In your account menu, go to «Orders». You will see all your orders, newest first, with their date, number and amount.

3. Tap «See details» on the order you want to check.

The order details show the items you bought, the shipping address, the order status and the invoice to download. Once the order has been delivered, the «Return or exchange» section appears. If you have already requested a return or an exchange, you will also see the «Request status» section.

It depends on the destination. Prices include taxes:

· Mainland Spain, Balearic Islands and Portugal: €7, free on orders of €90 or more.

· Canary Islands, Ceuta and Melilla: €19.95.

· Rest of Europe: €19.95.

You will see the exact cost before paying, in the shipping step, based on the address you enter.

Between 2 and 7 working days from payment confirmation, to any destination. We ship with SEUR.

Once we confirm the payment we send you the confirmation email and start preparing your order. When it leaves the warehouse we send you another email. During sales, holidays and Christmas it may take a little longer.

Spain, Portugal, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Romania, Slovakia, Slovenia, Sweden and Switzerland.

If your country doesn't appear when you enter your shipping address, we don't ship there yet.

Yes. Shipping costs €19.95, taxes included, and takes between 2 and 7 working days.

These destinations are outside the mainland VAT area, so the parcel goes through customs. Any import taxes or fees charged by customs are paid by the person receiving the order. We recommend checking them before you buy.

Thirty calendar days from the day you receive your order, not from the day you bought it.

To see how many days you have left, sign in with the person icon, go to the «Orders» section and tap «See details» on the order you want to return. In the «Return or exchange» section you will see a notice with the days remaining. After thirty days the section disappears and a return or exchange can no longer be requested from the store.

You can only return or exchange an order once it shows as delivered. If you have just received it and the option doesn't appear yet, check again a few hours later.

Unworn, unwashed and with all its tags attached.

We check every item when it arrives at the warehouse. If it has been worn, is damaged or is missing its tags, we may reject the return of that item and we will explain why by email.

1. Sign in. Tap the person icon at the top right and sign in. If you bought without an account, create one first with the same email as the order, as explained in «I bought without an account».

2. Open the order. In your account menu, go to «Orders» and tap «See details» on the order.

3. Go to the «Return or exchange» section. It lists every item in the order that you can still return.

4. Decide what to do with each item. Next to each one you will see «What are you doing with this piece?» with three options:

· «Keeping it»: the item stays with you and is not included in the request.

· «Sending it back»: we refund its price. You will need to choose a reason for the return.

· «Swapping the size»: we send you another size of the same item. Choose the new size in «What you want instead». Only the sizes we have in stock are shown, with the units left.

If you bought several units of the same item, you can choose how many to return.

5. Choose how to send it back. If you are only returning items, choose between «Ship it yourself» and «Home collection». We explain both in «How much does a return cost?». If the request includes a size exchange you don't need to choose: we collect everything free of charge.

6. Tap «Send request». A message on screen confirms that we have received your request, and we will send you an email summarising what you are sending back and what we are sending you.

Everything you select goes in a single request and a single parcel, even if you return some items and exchange others. If later on, within the return window, you want to return another item from the same order, you can make a new request.

Yes, for another size of the same item, as long as the new size costs the same as the one you return and we have it in stock. You request it from your account, in the same section as returns, by choosing «Swapping the size».

This is how it works:

· When you request the exchange we set the new size aside in your name. Nobody else can buy it while your exchange is in progress.

· We collect the item you are sending back, free of charge.

· Once it reaches the warehouse and we check its condition, we send you the new size. You will receive the usual shipping email.

· The exchange costs nothing: neither the pick-up nor the shipping of the new size.

You can follow the progress of the exchange from the order details in your account.

If you want a different item or an option that isn't on the list, the exchange can't be done from the store. Return your item so we can refund it, and place a new order for the one you prefer.

It depends on how you send it back. You choose when you request the return.

Ship it yourself. You choose the courier, pack the parcel and send it to our warehouse. You pay that shipment directly to the courier you choose, and we refund the full price of the items. We send you the warehouse address by email: don't send the parcel before you receive it. We recommend asking for proof of shipment and keeping the tracking number until you receive your refund.

Home collection. We ask a courier to collect the parcel from your order's address. The cost is deducted from your refund:

· Mainland Spain, Balearic Islands and Portugal: €7.

· Canary Islands, Ceuta, Melilla and rest of Europe: €19.95.

The pick-up is free if the same request includes a size exchange, even if you also return other items. If the item arrived faulty or isn't what you ordered, the return costs you nothing either: see «What if the item arrives faulty or isn't what I ordered?».

· Put in the items you are returning, unworn and with all their tags.

· Use the packaging they came in if you still have it. If not, any sturdy box or bag that protects them in transit.

· Check that only the items you listed in the request are inside.

· If you chose home collection, have the parcel sealed and ready for when the courier arrives.

Sign in, go to «Orders» and tap «See details» on the order. In the «Request status» section you will see the date you made it, the items included and its status. We email you every time it changes:

· Requested. We have received your request and are reviewing it. While it is in this status, you can cancel it yourself.

· Approved. We have accepted your request. If you are sending it yourself, the approval email includes the warehouse address and you can now send the parcel. If you chose home collection, we are going to book the courier.

· Pickup booked. The courier has the booking and will contact you to collect it.

· Received. The parcel has arrived at the warehouse and we check the items. Then we refund what you returned and send you the new size of what you exchanged. If only part of it has arrived, you will see «Partially received».

· Rejected. We can't accept the request. You will see the reason in the order details and in the email. If you are still within the return window, you can make a new request.

· Canceled. You canceled the request from your account.

Yes, while it is «Requested», that is, before we approve it.

1. Sign in, go to «Orders» and tap «See details» on the order.

2. In «Request status», tap «Cancel request».

3. Confirm with «Yes, cancel it».

We send you an email confirming the cancellation. If you had requested an exchange, the size we had set aside for you goes back on sale. The items become available to return again, so you can make a new request if you are still within the return window.

Once the request has been approved it can't be cancelled from your account, because the shipment or pick-up is already under way. If you need to change something at that point, write to us through the contact form with your order number.

1. Request the return or exchange from your account like any other (see «How do I return or exchange an item, step by step?»). As the reason, choose «Defective product», «Damaged in transit» or «Wrong item received», as appropriate.

2. Write to us through the contact form with the topic «Faulty or wrong item» and your order number. If you can, attach a photo of the fault or of the label of the item you received.

Once we confirm the fault or the mistake, the return costs you nothing. If you chose home collection, we also refund the pick-up cost.

We check the item when it arrives at the warehouse. If it is in good condition, we refund you within 14 days of receiving it and let you know by email.

· The refund goes to the same payment method you used: card, PayPal, Apple Pay, Google Pay or Aplázame. We can't refund to a different one.

· We refund the price you paid for the item, even if you bought it on sale or with a discount and its price is different today.

· If you chose home collection, its cost is deducted from the refund.

· Your bank or payment provider may take a few more days to show it.

In the order details in your account you will see the amount we are going to refund and, once done, the amount refunded.

By card, PayPal, Apple Pay and Google Pay for every destination. Instalment payments with Aplázame are only available for orders shipped to Spain.

Payment is processed by the bank's payment gateway: we never store your card details.

The prices you see include VAT for deliveries to mainland Spain and the Balearic Islands.

For the Canary Islands, Ceuta and Melilla and for deliveries outside Spain the tax may differ, and the final total is shown before you pay.

Yes. To download it, sign in with the person icon, go to «Orders» and tap «See details» on the order. The invoice is available as soon as the purchase is confirmed.

If you return an item, the document correcting the invoice is issued when we refund you.