If you're looking to make an exchange or a return, you're in the right place. Over and out 🎙️.
The essentials, in 4 lines
- ✅ Window: 30 days from when you receive the order. The first 14 are your legal right of withdrawal; the rest, an extension we offer you.
- 🔄 FREE size/model exchanges (we cover the return cost if you place a new order).
- ⛔ We don't do direct exchanges: an exchange = a return + a new purchase.
- 💸 Return cost: €3.95 in Spain · €9.95 in the European Union (deducted from the refund).
- 📋 Include the delivery note (you'll find it inside your order): it helps us identify your order and move faster. If you don't have it, write to us and we'll sort it out just the same.
- ⛔ Online purchases are returned online, not in a physical shop.
How do I make an EXCHANGE? (it's free)
Model or size exchanges are free: we cover the return cost for you. Here's how it works:
1. Place a new order in the online shop with the model/size you want.
2. When you receive the confirmation, request the return of the previous item from your account: go to My Orders, select the order and press Request a return. We review your request and accept it within a maximum of 24 working hours; as soon as we do, we'll email you a digital label (to print or in QR format) and the instructions to drop the parcel off at a courier point: SEUR in Spain · UPS in the European Union.
3. Prepare the parcel following those instructions and include the delivery note:
- ✍🏻 Mark on the delivery note the products you're returning. It helps us identify your order and move faster; if you don't have it to hand, write to us at info@garvalin.com and we'll process it just the same.
- 📦 Keep the original box and the delivery note inside a bag or wrapping that protects them.
- ❌ Don't stick anything directly onto the product box.
- 👟 You can try the shoes on to check the size and what they're like, just as you would in a shop: that does not affect your right to return them. We would only deduct from the refund the diminished value if the product comes back with use beyond that check (worn outdoors, wear or damage), and we would explain how we worked it out.
4. Refund: when it's issued, the return cost is covered provided the new purchase is confirmed in our system at that point.
How do I make a RETURN? (without an exchange)
1. Go to My Orders, select the order you want to return and press Request a return. We review your request and accept it within a maximum of 24 working hours; as soon as we do, you'll receive by email a digital label (printable or in QR format) and the instructions to drop the parcel off at a SEUR point (Spain) or UPS point (European Union).
2. Prepare the parcel:
- ✍🏻 Mark on the delivery note the products you're returning. It helps us identify your order and move faster; if you don't have it to hand, write to us at info@garvalin.com and we'll process it just the same.
- 📦 Keep the original box and the delivery note inside a bag or wrapping that protects them.
- ❌ Don't stick anything directly onto the product box.
- 👟 You can try the shoes on to check the size and what they're like, just as you would in a shop: that does not affect your right to return them. We would only deduct from the refund the diminished value if the product comes back with use beyond that check (worn outdoors, wear or damage), and we would explain how we worked it out.
If you don't make an exchange, the return has a cost of €3.95 in Spain / €9.95 in the European Union, which is deducted from the amount to be refunded.
Your most common questions
When do I get the refund?
Within a maximum of 14 calendar days from when you tell us you want to return. We may wait until we receive the parcel or until you provide proof that you've sent it, whichever comes first. We'll let you know by email when the process is complete. The refund is made to the same payment method (we don't issue vouchers or coupons).
Do you refund the shipping costs?
Yes. When you return, we refund every payment you made, including the shipping costs of the purchase (except any extra cost if you chose a delivery option other than the cheapest one we offer). What is deducted is the return cost —€3.95 in Spain / €9.95 in the European Union—, which is on you and which we tell you about before you buy; and we cover that cost if you make an exchange.
Can I return without the delivery note?
Yes. The delivery note helps us identify your order and move faster, but it is not a requirement to return: write to us at info@garvalin.com with the order reference and we'll process it. What is a limit is the window: once the 30 days have passed we can no longer accept the return.
Can I combine several orders in a single shipment?
Yes, including the delivery note for each order. That said, the refund for each order is independent and the return costs, if any, are applied separately.
Can I send the return on my own?
We ask that you always use the digital label we provide (SEUR in Spain · UPS in the European Union): it's the tracked route and the only one where we control the transport from start to finish. We don't accept carriage-forward shipments. If you choose another courier, the cost and risk of transport are on you —we're not liable for loss or damage while the parcel travels by a means outside our control—; that said, as soon as we receive the product in good condition we'll process your refund as normal, within the legal time limits. In any case, this does not limit your right of withdrawal: you have 14 calendar days from receipt to withdraw in accordance with the law.
I bought with a coupon or discount code; what do you refund?
We refund exactly what you paid for the item, with the discount already applied (not its list price). For example: if you used a €5 coupon on a €40 item and paid €35, we refund those €35. Single-use coupons (welcome, newsletter…) are considered redeemed and are not reactivated after a return. If you return only part of an order and that means you no longer meet the conditions of a promotion (for example, a minimum amount), we'll recalculate the discount on the items you keep.
Any other questions? Write to us at info@garvalin.com, call us on (+34) 966 633 941 (9:00 to 14:00) or use WhatsApp (+34) 610 843 398 (9:00 to 14:00 and 15:00 to 17:00).