FAQs

Follow the steps on our Purchase and payment page

It isn't compulsory: you can buy as a guest. Creating an account is optional and makes future purchases, returns and order tracking easier; if you like, you can register during the checkout process.

If you run into any problem during the process, write to us at info@garvalin.com and we'll give you a hand. Tell us in detail what happened (and, if you can, at which step) so we can give you the quickest solution.

Check our table of equivalents in centimetres in the Size guide.

If an item is sold out, we try to restock it as soon as possible whenever there's stock in the central warehouse. You can click "Notify me when available" to get an alert when it's back in stock.

The time to redeem it is when you confirm the order: type the code in the discount field (no spaces) and press Apply. You'll see the discount reflected in the total. Important: enter it at that step, because once the purchase is complete it can no longer be applied.

Once payment is confirmed, we can't guarantee cancellations or changes (including the shipping address). If you spot an error, write to us as soon as possible at info@garvalin.com giving the order reference and your full name, and we'll try to help.

It may be due to a lack of stock, incorrect or unverifiable billing information, an order flagged by our security systems as suspected fraud, or a pricing error on the site.

We accept card (Visa, Mastercard, American Express) through Shopify Payments, Apple Pay, Google Pay, Shop Pay, PayPal and Klarna (pay later). We don't accept bank transfers or cash on delivery. For security, your purchase may be limited by number of items (if your purchase exceeds them, split it). You'll find the details in Purchase and payment.

No. Payment is processed through a secure, encrypted gateway; we never have access to your card details, which is why they're requested with each new order.

Check that all the details are correct and that the card hasn't expired or exceeded its limit. Try another card or another payment method. As a fraud-prevention measure, we reserve the right to verify the order details and, if necessary, cancel it.

Our only online shop is garvalin.com. Always buy here or from official distributors and be wary of pages offering suspiciously low prices: if an offer seems too good to be true, it usually is.

Spain (mainland and Balearic Islands): free shipping on orders over €30. Below that, €4.95.

European Union (including Portugal): free shipping on orders over €50. Below that, €9.95. Check the conditions by country in Shipping.

Spain: 2-3 working days. European Union: 3-5 working days. During periods of high demand (promotions, sales) times may be longer.

We can't guarantee it: the courier company organises deliveries on a daily basis.

You'll get an email with the delivery details. That's why it's important to check your inbox and provide a mobile contact number.

Write to us as soon as possible at info@garvalin.com with the order reference. We'll do our best to correct it, but we can't guarantee the address change in time: it may cause delivery delays and additional costs borne by the customer. So, double-check your details before confirming.

Yes. You'll receive the tracking details by email and, in addition, you can check the status and tracking of your order at any time from your account, in My Orders.

It's probably on its way. Check the tracking we sent you by email or go to My Orders on our website to see its updated status. Bear in mind that we see the same tracking information you do. If the expected delivery time has passed and you still haven't received it, write to us at info@garvalin.com and we'll file a claim with the courier.

You request it from My Orders → 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 a digital label by email to drop the parcel off at a SEUR (Spain) or UPS (EU) point. In short: a 30-day window, free size/model exchanges, and returns costing €3.95 in Spain / €9.95 in the EU (deducted from the refund). Remember we don't do direct exchanges: an exchange = a return + a new order, and they're independent processes. (see Returns and exchanges).

It must come back unused and in perfect condition, in its original box with all its contents and tags. We don't accept returns with a broken or damaged box, or with anything stuck directly onto the product box. If these conditions aren't met, we reserve the right to reject the return.

The return is free when you make a size or model exchange. For all other returns, the cost is €3.95 (Spain) / €9.95 (EU).

Within a maximum of 14 calendar days from when we receive the product at our premises. It's refunded to the same payment method you bought with.

We'll let you know by email as soon as we process the refund. In the meantime, you can track the status of your request from My Orders.

No. Purchases made in the online shop are returned online, following the Returns and exchanges process.

If you have an issue with a product bought in our online shop, write to us at info@garvalin.com giving the order reference, the registration email and the reason. We'll look into your case and find the best solution.

Under consumer regulations (Royal Legislative Decree 1/2007), the legal warranty is the responsibility of the shop where you made the purchase, not directly the manufacturer. Take the product and proof of purchase to that store. If they see fit, the point of sale can escalate the case to our Quality team to review the footwear.

Same as in the previous case: the warranty is the responsibility of the shop that handled the sale, so you must contact that point of sale for any issue. As manufacturers, we support the shops that work with our products in the event of possible manufacturing defects, but the process is always started by the seller.

We design and develop at our headquarters in Elche (Alicante), the home of footwear in Spain, and we manufacture in various places, always under the supervision of experts. Each product undergoes quality controls at source and on arrival at our warehouse, and we work under criteria of responsibility and respect for Human Rights.

You'll find our tips by material type in the Shoe care guide.

For now we don't sell separate insoles in the online shop. If you need a replacement, go to a specialist establishment (pharmacies or orthopaedic shops), where they can advise you on the most suitable one.

We try to make the images as faithful as possible, but the actual tone can vary slightly depending on the screen, the light and other factors. If you think the difference goes beyond that, write to us and we'll look into it.

We understand that feet grow fast, but it isn't the most advisable thing. Every little one has their own footprint and way of stepping, and a shoe already moulded to another child's foot may not support their development well.

The labels indicate the materials of each part of the shoe (upper, lining and insole, sole) using standardised symbols. If you have any doubt about a specific model, write to us and we'll clear it up.