If you want to return an item

In accordance with the applicable consumer protection regulations in the European Union and Spain, the consumer is entitled to a fourteen (14) calendar day period to exercise the right of return. Take into consideration that Returns are borne by the client.

Failure to provide valid and verifiable proof of shipment of the return within the statutory period, including the shipping label and the tracking number, shall result in the return being deemed out of time and expressly excluded from acceptance and processing.

The tracking number must clearly demonstrate that the return shipment was dispatched within the fourteen (14) calendar day statutory period. Returns lacking verifiable tracking evidence within this timeframe will not be accepted.

The consumer must provide, within the aforementioned period, the order number, the reason for the return, and the documentation evidencing shipment, such requirements constituting an essential condition for the validity of the return procedure.

Pursuant to the Union Customs Code (Regulation (EU) No 952/2013) and the applicable Spanish customs regulations, the sender of the return shipment shall be deemed the declarant and party responsible before the customs authorities, assuming full responsibility for any duties, taxes, customs charges, administrative fees, surcharges, or incidents arising from customs clearance.

The company shall not act as importer, shall not provide customs representation, nor undertake any customs formalities, and expressly reserves the right to refuse any return subject to customs clearance or associated costs.

What can be returned?

• Items must be unused, unworn, and in perfect condition.
  
• Everything must come back in its original packaging — tags, accessories, documentation, the works.
  
• If an item arrives back to us in a condition that we cannot resell, we cannot issue a refund.
  

Non-returnable items

• Custom-made items
• Presale items
  
• Items bought through third-party retailers
  
• Products damaged by misuse
  

Refund timing

Once we receive and approve your return, we’ll refund you to your original payment method.

Banks may take up to 14 business days to show the credit.

Order changes & cancellations

Need to modify or cancel?

Email us within 1 hour of placing the order.

Once your order is being prepared or shipped, we can’t cancel it — you’ll need to wait for delivery and start a return.

Presale items cannot be cancelled.

Important

If your return arrives with unpaid customs, duties or fees, these amounts will be deducted from your refund.

Defects or incorrect product or irregularities upon delivery

The customer shall have a maximum period of 24 hours from the time of receipt of the product to report any visible defect, transport damage, or irregularity in the condition of the item.

The claim must be submitted through the company’s official customer service channels, providing photographic evidence or any other information necessary to assess the case.

After the 24-hour period has elapsed, claims for visible defects or transport damage will not be accepted, and it will be understood that the product was received in proper condition.

Any subsequent damage or deterioration may be considered the result of use, handling, or storage by the customer and therefore shall not be attributable to the company.

The company reserves the right to evaluate each case and determine whether replacement, repair, or any other applicable solution is appropriate in accordance with this policy.

Made-to-Order / Presale Products

In accordance with European consumer protection regulations, made-to-order and presale products are non-returnable and non-refundable.

Pursuant to Directive 2011/83/EU of the European Parliament and of the Council, Article 16(c), the right of withdrawal does not apply to:

“The supply of goods made to the consumer’s specifications or clearly personalized.”

As presale items are manufactured specifically upon the customer’s order and cannot be resold or reused, returns or cancellations are not accepted, except in cases of defective products or lack of conformity, in accordance with the applicable legal warranty.

Refusal of Delivery and Right of Withdrawal

In the event that the customer refuses the package at the time of delivery without justified cause, such refusal shall not be considered a valid exercise of the right of withdrawal, in accordance with Directive 2011/83/EU of the European Parliament and of the Council on consumer rights, in particular Articles 6 and 14.

To properly exercise the right of withdrawal, the customer must accept delivery of the order and subsequently initiate the return process in accordance with the instructions set out in the website’s policies and within the legally established period of 14 calendar days, as provided for in Article 9 of Directive 2011/83/EU.

The customer is expressly informed that the carrier does not provide a return service for refused shipments, and that undelivered or refused packages may be destroyed by the logistics operator without the possibility of recovery. In such cases, and in accordance with Article 14(2) of Directive 2011/83/EU, the customer shall forfeit the right to a refund of the amount paid, as the goods have not been effectively returned to the seller.

This policy is established in accordance with European consumer protection legislation.

Legal Notice (EU Law)

This policy applies only to the notification of visible defects or transport damage upon delivery.

In accordance with Directive (EU) 2019/771 on the sale of goods, consumers in the European Union retain their mandatory legal guarantee rights, which cannot be limited by this policy.

These statutory rights apply independently of the 24-hour notification period