Shipping & Returns Policy

These conditions explain how we ship orders from the UDOIT online store and how you can return or exchange what you buy. They complement the store's Terms and conditions.

1. Destinations and shipping costs

We ship to Spain, Portugal and the following European countries: 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.

The shipping cost depends on the destination and is shown before payment, in the shipping step. Prices include taxes:

Mainland Spain, Balearic Islands and Portugal: €7. Shipping is free on orders of €90 or more.
Canary Islands, Ceuta and Melilla: €19.95.
Rest of Europe: €19.95.

2. Delivery time

We ship with SEUR. When we confirm the payment we send you a confirmation email and start preparing the order. The estimated delivery time is 2 to 7 working days from payment confirmation, to any destination. During sales, holidays or Christmas, delivery may take a little longer. When the order leaves the warehouse we send you another email.

Check that the shipping address is correct before paying. Deliveries are made on working days.

3. Shipments subject to customs

The Canary Islands, Ceuta, Melilla and countries outside the European Union have customs or border controls. Any import taxes, duties and fees charged on delivery are paid by the person receiving the order. We recommend checking them with the relevant authorities before you buy.

4. Right of withdrawal: 30 days to return

You can return any item from your order, without giving a reason, within thirty (30) calendar days of the date you receive it. This is longer than the period required by law. You can return the whole order or just some items, and make several requests for the same order while you are within the return window.

To be returned, an item must be unworn, unwashed and with all its tags and original elements. We check every item on arrival. If it has been worn, is damaged or is missing its tags, we may reject the return of that item or apply the corresponding depreciation, and we will let you know by email.

5. How to request a return

Returns are requested from your UDOIT account:

Sign in from the person icon at the top right of the store. If you bought without an account, create one with the same email you used for the order: your orders will appear in it.
Go to «Orders», tap «See details» on the order and go to the «Return or exchange» section.
Choose what to do with each item, the reason for the return and how you will send it back, and tap «Send request».

We confirm the request by email and let you know at every step: when we approve it, when we book the pick-up, when we receive the parcel and when we refund you. You can check its progress in the order details.

If you can't access your account, write to us through the contact form with your order number and we will help you process it.

6. Ways to send the return and their cost

When you request the return you choose one of these two options:

Ship it yourself. You choose the courier and send the parcel to our warehouse. You pay for that shipment and nothing is deducted from the refund. We send you the warehouse address by email: don't send the parcel before you receive it. We recommend asking for proof of delivery and keeping the tracking number. UDOIT is not responsible for lost parcels or address errors when you arrange the shipment yourself.
Home collection. We ask a courier to collect the parcel from the order's address. The pick-up cost is deducted from your refund: €7 in mainland Spain, the Balearic Islands and Portugal, and €19.95 in the Canary Islands, Ceuta, Melilla and the rest of Europe.

The pick-up is free when the request includes a size exchange, and for returns of faulty items or items that don't match what you ordered.

7. Size exchanges

You can exchange an item for another size of the same item, as long as it costs the same and is in stock. You request the exchange from your account, just like a return, by choosing «Swapping the size». When you request it we set the new size aside in your name. We collect the item you are sending back free of charge and, once it reaches the warehouse and we check its condition, we send you the new size free of charge.

An item can't be exchanged for a different item. In that case, return the item so we can refund it and place a new order.

8. Cancelling a request

You can cancel a return or exchange request from your account as long as we haven't approved it. Once approved, the pick-up or shipment is under way and it can't be cancelled from your account: write to us through the contact form.

9. Refunds

Once we receive the return and check that the items meet the conditions, we refund you within fourteen (14) calendar days of receiving it.

The refund is made to the same payment method you used for the purchase, and can't be made to a different one.
We refund the price you paid for each item, even if you bought it on sale or with a discount and its price has changed since.
If you chose paid home collection, its cost is deducted from your refund.
UDOIT is not responsible for any extra days your bank or payment provider takes to show the refund.

10. Faulty or wrong items

If an item has a manufacturing defect, arrived damaged or doesn't match what you ordered, you have the guarantee rights granted by consumer law. Request the return or exchange from your account with the corresponding reason, and write to us through the contact form with the topic «Faulty or wrong item» and your order number. We may ask you for photos of the fault.

Once we confirm the fault or the mistake, the return costs you nothing: if you chose home collection, we also refund its cost. If the item can't be replaced with an identical one, we refund its price.

11. Contact

For any question about a shipment, a return or an exchange, write to us through the store's contact form with your order number.