Frequently Asked Questions

How can I know the status of my order?

Enter our website with your username and password and click on the "My account" section and then enter "My Orders".

However, in case you have any questions, contact our Customer Service (CS) by filling in the form you will find by clicking on "Contact". You can also contact our CS by calling +34 917 325 958 or by writing to atencionalcliente@almaenpena.es.

We will help you on the phone during our working hours: from 9.30 to 20.30 on Monday, and from 9.30 to 15.30 from Tuesday to Friday (Spain's time).

My shoes have lost some Alma en Pena stones, how can I get other stones? Will there be any additional cost?

The models decorated with stones are precious but very delicate, thus you must take special care of them. Any friction while walking or storing them can cause the stones to fall off.

In the case of loss of stones, contact the store where you made the purchase, or contact us by filling in the form that you will find by clicking on "Contact". You can also contact us by calling +34 917 325 958 or by writing to atencioncliente@almaenpena.es.

The replacement of the stones will be free. It will be done as long as there is availability of the required decoration.

How can I return an item purchased on the Alma en Pena website?

The consumer who places his orders on the internet has the same legal and consumer protections he would have while purchasing in traditional markets.

To make a return you must take into account the following:

1. We extend the return period by 30 days. Due to the exceptional situation caused by the health alarm caused by COVID-19, we extended the return period to 30 days from the delivery of the order.

2. Write an email to atencioncliente@almaenpena.es explaining the reason for the return with the following details:

- Order reference. This information appears in the emails that they send you when making the purchase.

- Which model you want to return if there are several within that order.

- Reasons why you return the articles.

3. We will give you an answer as soon as possible indicating how to proceed with the return. If you can't find our response in your email inbox, please check your spam folder.

To know more about the conditions of shipping and returns, visit our section Shipping and Returns.

How can I return an Alma en Pena product that I have purchased from another platform such as Fashionalia, Modalia, elcorteingles.es, among others?

If you have purchased any item from a legal reseller's website, we kindly encourage you to contact the customer service staff of that site for any problem or doubt.

There is an exception: if you need us to send you our decorative stones, you can contact us directly.

I have found a web page with a similar name to the one of Alma en Pena's website. How can I be sure that buying from the former is safe?

The only official Alma en Pena web pages are almaenpena.es and almaenpena.com. Any other page with a similar name, for example almaenpenashoes.com, will probably be a scam attempt by malicious people.

We strongly urge you not to purchase products through imitating or false web pages, and that you send us the link to those pages, in case you find any, to atencioncliente@almaenpena.es.

How can I change a product or a size?

To request a product change, the customer must contact customer service within 30 calendar days after receiving the order.

You will have to make a new purchase on the web and send the reference of the new order by email to atencioncliente@almaenpena.es. This way, when we receive the return in progress, we will not charge the € 6 per item for return shipping. Remember that the new purchase must be made before we receive the model to be returned, in order to make a total refund of the purchase.

For health and hygiene reasons, products that have been unsealed or used after delivery will not be accepted, so they must be in perfect conditions and in the same condition in which they were received.

To know more in depth the conditions of shipping and returns, visit our section Shipping and Returns.

What can I do if I receive a defective or wrong item?

If, exceptionally, you have received a defective or incorrect product, the process is the same as if it were a return with the difference that Alma en Pena will refund the amount of the product and the shipping costs (in the case of shipping costs, these will only be reimbursed when the return is made by the means set by Alma en Pena, and not if the client hires another courier service on their own).

However, please contact our Customer Service by calling +34 917 325 958 or writing to atencioncliente@almaenpena.es. Our working hours are: from 8.30 to 20.30 on Monday, and from 8.30 to 15.30 from Tuesday to Friday (Spain's time).

How can I contact Customer Service?

You can fill out the form in the "Contact" page, call +34 917 325 958, or write to atencioncliente@almaenpena.es. Our working hours are: from 8.30 to 20.30 on Monday, and from 8.30 to 15.30 from Tuesday to Friday (Spain's time).

From which places can I buy online?

You can buy on the web from the Peninsula and the Balearic Islands. For any other place within Spain, please contact Customer Service.

If you need to make your purchase from outside Spain, please visit our Shipping and Returns section.

Can I modify or cancel my order, once it is made?

Once your order has been confirmed, we cannot cancel or modify the order. You can return the items you do not want by following the return instructions, or place a new order if you want to add more items to your purchase.

Which payment methods can I use on the Alma en Pena website?

You can pay your purchases online with a credit card, a debit card, Bizum, Google Pay, Pay After (Spain), Pay in 3 months (Spain and Portugal), Apple Pay, PayPal or Amazon Pay.

We are making a great effort to integrate other means of payment, so that you can benefit from an easier and better purchasing experience.

How can I pay with Pay After of SeQura?

Receive your order and check it calmly before paying. When your order leaves the store we will notify you and you will have 7 days to check and pay, without additional costs.

This is how easy, fast and secure it is to buy with Pay After SeQura:

1. Select Pay Later as the payment method at the end of your purchase.

2. Enter your information (ID and mobile). You won't need to enter payment details and there is no added cost.

3. Enjoy your purchase! Check your order and pay for it up to 7 days after shipment. SeQura will notify you by email of the date and mode of payment.

If you have doubts, solve them here.

How can I pay with SeQura Divide in 3?

Divide the payment of your order into 3 equal payments, without interest, but only with a fixed cost of 2.95% of the order that you pay at the time of purchase. The rest of the payments have no associated cost. One payment per month. No more. Instantly and without paperwork.

For example, if you choose to pay for a € 100 order in 3 months, you would pay € 33.33 at the time of purchase (+ € 2.95 opening cost) and another € 33.33 for the following two months. Each one of the two remaining payments will be automatically charged on your card the same day of the month. If that day is not the best for you, you can change it at no extra cost.

That's how easy and fast it is to divide your payment in 3 with SeQura:

1. Select SeQura Divide in 3 as payment method at the end of your purchase.

2. Enter your data (ID and mobile) and pay the first payment (1/3 of the order + opening cost).

3. Enjoy your purchase! The rest of the payments will be made automatically each month.

If you have doubts, solve them here.

How does Bizum works for online purchases?

If you want to use Bizum to pay, you will need a Bizum pin. You can create one by following this guide.

How can I pay with Apple Pay?

To be able to pay with Apple Pay, it is necessary to access our website from the Safari browser (available on iOS and MacOS devices). You can consult this guide.

Is it safe to buy on the Alma en Pena website?

Alma en Pena guarantees that they will treat the data corresponding to the means of payment used with total security and confidentiality. The data of the card used for payment is transmitted in SSL encrypted form. This solution guarantees the secrecy of communication through a dialogue with encryption keys.

In what languages is the Alma en Pena website available?

It is available in Spanish and English.

If I have a store and I am interested in selling Alma en Pena, who do I contact?

If you are interested in selling our products in Spain, please send an email to gestion@almaenpena.es. If you want to sell them outside of Spain, please send it to customer@almaenpena.es. In both cases you can call us at +34 916 658 462.

How can I change my registration details?

You just have to enter My Account and click on the My Data tab.

How can I reset my password?

In the logging page, please click on Forgot your password?".

Can I request an invoice?

To obtain your invoice, please, contact us at atencioncliente@almaenpena.es.

When I am on the Checkout page, the price of the items inside the cart changes, why is this?

It is possibly due to a matter of cookies and the IP address of your device. To solve the problem, we suggest that you can carry out one of the following actions:

1.Clear your browser's cache and cookies

2.Enter the Alma en Pena website with the same device (computer, tablet or mobile phone) from an incognito or private browsing window (the name varies depending on the search engine you use).

3.Enter the Alma en Pena website from another device (for example: if you were using a computer, please try to enter the website from your mobile phone).

If after following any of the suggested points, or all of them, the problem is not solved, we will gladly assist you. Please contact us on atencioncliente@almaenpena.es, or by calling +34 917 325 958.

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