FAQ

Place an order

To place an order, the customer must create a customer account before making their first order.

The customer must fill in the following information: electronic address, marital status, name, surname, gender, date of birth, full delivery address, telephone number. It is important to note that the creation of the account will require a personal password and its use is strictly Confidential.

This validation supposes the acceptance of the present general conditions of sale of SHOESHOP.ES.

The customer who wishes to purchase an item visible at SHOESHOP.ES must follow the following process to place the order.

1. Choose the size and color
2. In the basket, check the order detail (color, quantity, size, price , etc.) with the possibility of modifying, adding and even suppressing certain articles.
3. When you make your first order, fill in the account creation form with a password.
4. If the customer benefits from a special offer, the code that has been assigned must place it in the box provided.
5. Choose the method of payment, the type of delivery, the delivery address.
6. After validating the payment method, the order is definitively and irrevocably confirmed with the effects indicated below. All validated orders have an obligation to pay.
7. An order confirmation email is sent validating the final sale after the payment of the entire order amount (it is not an advance or part of the price). The products are reserved for 5 days.

I need change my order

After completing your purchase, your order can not be modified. You will have to contact us through the different means enabled in the "contact" section to send us your decision.

Delivery deadlines

We send orders always after confirmation of payment, the details by delivery areas are listed below:

• Spain Peninsula and the Balearic Islands: we ship with delivery 24-48 hours on the next business and working day after the shipment of the goods.

• Canary Islands, Ceuta and Melilla: we send by post with delivery between 5 and 6 business days, apart from the period required by the customs authority for documentary or physical inspection.

• For all other destinations in the European Union: delivery time between 4 and 5 working days depending on the country of destination.

• For the rest of the world's destinations: the delivery time is between 10 and 15 working days depending on the country of destination, apart from the period required by the customs authority for documentary or physical inspection.

In any case, when placing your order our system will show you the estimated delivery time in your area.

Shipping costs

The shipping costs in SHOESHOP are the following:
For purchases over € 40 in the European Union, except the Canary Islands, Ceuta and Melilla, shipping costs are free.

In the attached table you will find in detail the shipping costs by delivery area:

Status of my order

Can I track the status of my order?

Yes, in your client account, you have a section: "history and details of my orders" where you will access updated information on the status of your order.

We will send tracking information about your order through the shipping control provided by the carrier

Guarantees

If you are entering a contract as a consumer or user, we offer guarantees on products sold on this website in the terms established by law for each type of product, therefore responding to any lack of conformity if non-conformity becomes apparent within a period of two years after the product's delivery.

The products will be understood to comply with the contract if (i) they match our description and have the characteristics we presented on this website, (ii) they are suitable for the normal uses of products of the same type, and (iii) they offer the normal quality and features it would be reasonable to expect of a product of the same type.

In this respect, if any of the products do not conform with the contract, you should bring it to our attention by following the process detailed in the aforementioned section 16.4 and through any of the communication means destined for this purpose.

The products we sell, especially handmade products, often present the characteristics of the natural materials used to make them. These characteristics, such as variations in grain, texture, knots or colour, will not be considered defects or flaws. On the contrary, they should be regarded as necessary and desirable. We select only products of the highest quality, but natural variations are unavoidable and should be accepted as part of the individual appearance of the product.

Cancel an order

Is it possible to cancel an order?

Yes, as long as the order has not entered the packaging and shipping process. You can request cancellation through our e-mail or through our customer service phone +34 968 253 792.

What happens if an article of my order arrives damaged?

We will replenish it as soon as possible without any cost. To solve this, write to our e-mail or call the Customer Service Department: +34 968 253 792.

What do I do if I receive an item different from the one I ordered?

We will change it as soon as possible without any cost. To solve this, write to our e-mail address: custormercare@shoeshop.es or call the Customer Service Department: +34 968 253792.

Return a product

You have 30 days to return a product since you receive it at your home. No refund will be made if the product has been used beyond the mere opening thereof, of products that are not in the same condition in which they were delivered or that have suffered any damage, so you should be careful with the / the product / s while they are in your possession.

Please return the item using or including all original packaging, instructions and other documents that accompany it.

Please note that if you decide to return the items to us freight collect we will be authorized to charge you the expenses that we may incur

After examining the item we will inform you whether you have the right to a refund for the amount paid. The costs of transport delivery will only be reimbursed when the right of withdrawal is exercised within the legal time frame and all of the items comprising the order in question are returned. The refund will be paid as soon as possible and in all cases within 14 days from the date on which you notified us of your intention to withdraw. However, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is first. The refund will always be paid using the same payment method used to pay for your purchase, except when the return is made using a gift receipt. In this last case, the refund will be paid through a voucher.

Your right to withdraw from the contract will apply only to products returned in the same condition as when you received them. Reimbursement will not be made if the product has been used to a greater extent than simply handling the item upon opening it, for products that are not in the same condition in which you received them or if the items have suffered any type of damage, and as such you should be careful with the item or items as long as they are in your possession. Please return the item using or including all of its original packaging, instructions, and any other documents it came with.

If you prefer not to return the products using one of the available free options, you will have to pay the costs of the return. In that case, remember that you must send, along with the products, a printed copy of the electronic receipt that you will have received with the Shipping Confirmation. Please note that if you decide to return the items COD, we have the right to charge you for any costs this may incur.

You will find more information about our policy of return and / or withdrawal of contract, in the section: "Terms and conditions, withdrawal of purchase" from our website.

Payment methods

The payment methods enabled on the SHOESHOP website are three:

• By credit or debit card (secure electronic commerce, CES)

• By Paypal

• By Bank transfer

What credit cards can I use to pay?

VISA and Mastercard

Can I pay with a debit card?

Yes, as long as said card is enabled for Secure Electronic Commerce.

For what reason can the payment be rejected with my card?

The data that we request for payment must match your card. A simple mistake can result in the rejection of the operation, so we ask you to fill in the payment form with care. Other reasons for refusal of payment may be if the credit limit has been exceeded or the card may be expired. Finally, the transaction can also be denied if the card is not enabled for Secure Electronic Commerce. Check with your bank before any doubt related to your card as a means of payment. In the following questions we give you more information about Secure Electronic Commerce (CES).

What is Secure Electronic Commerce, CES system?

The Secure Electronic Commerce (CES) is the new form of payment developed by Visa and Mastercard that enables the making of secure purchases on the Internet and authenticates the buyer as the legitimate owner of the card he is using. To pay for your purchases through secure e-commerce you will need a secret key that your own bank will provide you. In this way, fraud in the network is impossible and guarantees total security in transactions. It will no longer be necessary to send a copy of the D.N.I. or other types of methods to identify the cardholder. Your order will be processed more easily and quickly.

What is the payment procedure through CES?

1. When you choose the payment method by card, the virtual POS will ask for the number and the expiration date as before.

2. At this moment a screen will appear in which your bank will ask for your secret key. Subsequently, our secure server receives the affirmative or negative response from the virtual POS.

What is the procedure of payment by transfer?

If you choose this form of payment, at the time of confirming the order, the web system itself will redirect you to a contact form so that we can provide you with the SHOESHOP account where to make the transfer

Gift vouchers and discount vouchers
Gift vouchers or purchase vouchers are in the form of discount vouchers and have a unique code. Gift cards and non-refundable purchase bonds and can not be subject to a monetary consideration.
Products purchased with gift vouchers or vouchers may be exchanged or returned for another voucher. Gift vouchers or purchase vouchers will be reactivated and must be used during their period of validity.
They are not cumulative with other promotions or other discount vouchers

Customer service - other questions

Does SHOESHOP have a Customer Service?

We are at your disposal and you can contact us through several means:
• Through our website, in the “help”-contact section
• Through the web in the contact section by sending a message
• Sending an email to: customercare@shoeshop.es,
• In our customer service phone number +34 968 253 792, from 9:00 a.m. to 2:00 p.m. (GMT + 01: 00), Monday through Friday.
We will try to answer you as soon as possible.

Newsletter subscription

In the event that you authorise your subscription to the SHOESHOP Newsletter, we will provide you with information about our products and services through various media, including email or any other equivalent means of electronic communication, such as SMS, or through telephone calls. Likewise, we can send you this information through pushnotifications in the event that you have activated them on your mobile device.

Subscription to the SHOESHOP Newsletter may entail using Personal Data to create personalised advertising that is related to our products and services and send it to you via email, SMS or any other of its own electronic means or those of third parties. Likewise, we can send you this information through push notifications in the event that youhave activated this function on your mobile device. With the aim of improving the service we provide, we hereby inform you that Personal Data related to your purchases at our online and physical stores, as well as your tastes and preferences, may be used by SHOESHOP for the purposes of analysis, generating user profiles, marketing studies, quality surveys and improving our client interaction.

If you are a registered user, you can change your preferences concerning the sending of these commercial communications through the My Account section.

You can also unsubscribe through the Platform's Newsletter section at any time, or by following the instructions we provide in each communication.