1. Shipping
We ship to: Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Spain (peninsula, Balearic Islands and Canary Islands**), Estonia, Finland, France, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Monaco, the Netherlands, Portugal, the Czech Republic, Romania, the United Kingdom** and Sweden.
Other countries contact: atencioncliente@almaenpena.es.
Shipping cost: Shipments in Alma en Pena are always free.
Delivery times: Your purchase will arrive at the provided address between 2 and 6 days after placing the order. Saturdays, Sundays and holidays are excluded from the delivery times. National, regional and local holidays are respected.
During periods of promotion or sales, delivery times may be extended. If your order contains more than one article, it is possible that they will be sent from different warehouses and you will receive it in different deliveries.
**The deadlines indicated above will be extended for the Canary Islands and the United Kingdom.
Who will deliver my package?
Alma en Pena ships in Spain through CTT Express and SEUR. In the rest of Europe with UPS.
2. Returns
All returns must be made in their original packaging. Please try the shoe on on a carpeted surface to avoid any marks on the sole. If the returned item presents any damage, the acceptance of the return or exchange may be denied.
Term: If you wish to return an item purchased at Alma en Pena, you have 30 calendar days from the date of delivery of your order.
Cost: Returns have a cost of €6 per item (VAT included) which will be deducted from the refund. The payment will be made in the same payment method used in the purchase and within a period of between 2-7 working days from when we receive your package in our warehouses.
How can I return an item?
Log in to your account, choose the "My orders" option, and select the order to return. Once inside you will have to mark the items you want to return and specify the reason for the return.
You have two different forms of return. Select the one you prefer and wait for your request to be approved.
- Home collection: you will receive an email from the transport company confirming your collection within a period of 24-48 hours.
- Return through post office, Correos: once your request has been approved, you will receive an email with an alphanumeric code that you must show at the post office you wish to go to.
If you have placed your order as a guest, you must write to atencioncliente@almaenpena.es in order to process the return.
*We do not offer home collections or deliveries to a Post Office point in the Canary Islands, the United Kingdom and Portugal.
Defective item
If you have received a defective, contact our Customer Service team by sending an email to atencioncliente@almaenpena.es
In order to offer you the best solution, we need a photo of the delivered item in which the defect can be seen. For wrong items, please also send us a photo of the item's label.
Whenever possible we will try to offer you a replacement item.
The refund will be made in the same payment method used in the purchase and within a period of between 2 and 7 working days from the time we receive your package in our warehouses.
*This service is not available in the Canary Islands and the United Kingdom.
3. Exchanges
You have 30 calendar days after receiving your order to exchange an item for another size, model or color. To do this you must send us an email to atencioncliente@almaenpena.es requesting the return and then make a new purchase (indicating in the email the reference of the new order in case it is made from a different customer account). For the return to be free, the new purchase must be recorded before the return arrives at our warehouse.
4. Cancellations
Alma en Pena reserves the right to cancel any confirmed order, or not to accept a confirmed order when any of the following circumstances occur:
- In case of technical error and / or typographical error of a manifest, evident and obstructive nature in the prices or in the rest of the data of the products contained in the website when the order was placed.
- Due to lack of product availability.
- When Alma en Pena has not been able to make the delivery to the address provided by the customer.
** Orders to the Canary Islands and the United Kingdom
The customer who places an order destined for the Canary Islands or the United Kingdom will assume all the fees and taxes associated with the purchase, in accordance with the legal provisions in force. The amount of taxes and customs duties must be paid in cash upon receipt of the shipment. In these shipments, the amount of the invoice in euros will be taken as the declared value for customs purposes.
Likewise, in case of return, the customer assumes the amount of the corresponding taxes and customs duties, in accordance with the legal provisions in force. In this shipment, the amount of the invoice in euros will be taken as the declared value for customs purposes. The postage of the return shipment will be borne by the customer.
With regard to invoices issued for the Canary Islands, they are exempt from VAT.
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