SHIPPING
DELIVERY TIMES
Orders are sent by express courier. Delivery times are as follows:
- SPAIN: 24-48 working hours.
- EUROPEAN COMMUNITY: 4-7 working days.
- OUTSIDE THE EUROPEAN COMMUNITY: 7-14 working days.
Orders are prepared at the time the payment has been confirmed and in the following schedule:
Monday to Friday from 9:00 to 17:00 h. Orders placed outside these hours will be prepared on the next working day. Saturdays, Sundays and holidays are not shipped.
When ordering, if you are outside the European Union please note that you are responsible for payment of local customs taxes.
POSTAGE COSTS
The cost of each shipment will be automatically calculated and detailed at the time of confirming the purchase so that it is always approved by the customer before confirming the payment and will depend mainly on the destination and the size or weight of the package.
- FREE SHIPMENTS to Spain on purchases over 89€
- FREE SHIPMENTS to Europe on purchases over 100€
CHANGES
FREE EXCHANGES THROUGHOUT SPAIN
1. Write to us at info@festelastore.com
2. Indicate the new size or model.
3. Send the garment in the box and with the labels as you received it.
4. We will send you the new size when the garment arrives.
RETURNS
To return an item purchased in the online store, you must:
1. Request the return by mail to info@festelastore.com in a period not exceeding 14 days following the date of receipt of the product, letting us know the reason for the return if you think necessary to help us continue improving.
2. Items must be returned:
- In their original state, together with any accessory related to them, can not be used, washed or damaged.
- With their initial labels.
3. Send the article to the following address:
FESTELA STORE
c/ Paseo de Gracia, 67 4-1
Barcelona 08008
SPAIN
4. Once we receive the email, our courier company will pick up the order at the address you have provided and send it to us, with full responsibility to us. Once we receive it, we will review the package and we will contact you to return the amount of the purchase.
If you do not agree with the return prices and prefer to do it on your own, the item will be at your own risk. We recommend that you send the item to us by courier or registered mail and keep the proof of shipment. Once we receive it we will contact you.
5. Customized items cannot be returned, as it is an exclusive piece that Festela cannot sell once it is returned.
UNDELIVERED ORDERS AND RETURN TO SENDER
It is the customer’s responsibility to provide a complete and accurate delivery address when placing an order, as well as to respond to delivery attempts or collection notices issued by the shipping carrier.
If an order cannot be delivered for reasons beyond FESTELA’s control — such as an incorrect or incomplete address, repeated absence of the recipient, failure to collect the parcel, refusal of delivery, or other circumstances attributable to the recipient — and the parcel is returned to us, FESTELA will contact the customer once the parcel has been received back at our facilities to arrange the appropriate solution.
The customer may choose between:
Reshipment: The order can be shipped again to an address provided and confirmed by the customer. The cost of the new shipment will be borne by the customer.
Refund: If the customer prefers to cancel the order, the refund will be processed once the parcel has been received and inspected by FESTELA. Original shipping costs and, where applicable, any additional return shipping, customs, handling, or transportation charges resulting from the failed delivery may be deducted from the refund, provided that such costs are attributable to the customer and can be duly justified.
FESTELA cannot process a refund while the parcel is still in return transit and has not yet been received back at our facilities.
Return-to-sender transit times depend on the shipping carrier, postal services and, for international shipments, the relevant customs procedures. FESTELA cannot guarantee or expedite these timeframes once the parcel is in the carrier’s possession.
If the failed delivery or return is due to an error attributable to FESTELA, we will cover the reasonable costs necessary to resolve the issue.
THANK YOU VERY MUCH!
FESTELA team.