Return instructions
Below we explain the steps to follow to make returns or returns for exchange and we answer the most common questions
Can I make changes or returns at www.tienda.garvalin.com?
Of course I do! We leave you all the info and instructions below
If you need to manage a return of your online purchase (complete or partial) you have 30 days to do so.
Orders placed in our online store cannot be returned in physical stores.
We differentiate between (1) returns for change of size and / or model (totally free) and (2) returns (cost € 2.95)
We do not make direct changes, to make a change you will have to place a new order with the model and / or size you need and manage the return of what you have received
Keep reading to find out everything you need to know and choose the option you prefer
If you have had an incident with your order and you do not know how to proceed, contact through tiendaonline@garvalin.com and we will help you
Returns for change of size and / or model: if when we receive the products that you return we verify that there is a subsequent purchase, it will be considered a return for change. In this case, the procedure is free. If you make a partial return, that is, you return part of an order, return costs do not apply.
Returns: if when managing the refund we verify that there is no new purchase made with the same user, we will refund the amount discounting € 3.95 based on return costs
Now that you know the two options, follow the steps depending on whether you want to make a return for exchange (1) or return your purchase (2)
(1) Return for change
Spain and Portugal:
Step 1: New online purchase
Log in with your registration email (for returns for exchange, it is important that all your orders are made with the same email)
Make a new purchase following the usual steps with the model and / or size you want from all those available in our online store
The sizes will always be subject to stock availability, you can select another model if it is not available
We will prepare and send your purchase in the usual deadlines (you can remember them HERE)
Do I have to pay for the new purchase?
Yes, as we have explained to you, we do not make direct changes for that reason, you have to place a new order and return the items that you do not need.
The size or model I want is not available, what can I do?
The return for exchange can be made for any model and / or size available, it does not have to be the same model as the one chosen in the initial order. To make a return for exchange you can select another model among all those available in our store. We try to have the largest number of models and sizes, but it may happen that a reference / size is completely exhausted, so we offer the possibility of placing an order with the models and sizes that may cause doubts and process a partial refund of your purchases at no cost.
What is and how is a partial return done?
When you make a purchase with several models and / or sizes and you return only part of your order, for example you buy several different sizes (or models), you keep one and return another. In this case, you must go directly to the second step (Return collection) to start the process
Step 2: Collection of the return
How, when and where do we withdraw the product to be returned
Once the new purchase is made, send an email to devoluciones.online@garvalin.com with the reference of the return order (9-letter code that appears on the invoice under "Order Reference") and the registration email in our online store. You will receive an automatic response with a link to manage the shipment of the products with Seur and print the return label and the instructions to prepare the shipment (if you do not receive the email, check spam or junk mail)
IMPORTANT
The email returns.online@garvalin.com sends an automatic response with the collection instructions
To answer questions, contact the online store Customer Service: tiendaonline@garvalin.com
Return shipment tracking HERE. Seur helpline 607 015 322
Don't you receive our pick-up email?
Check your spam or unwanted mail tray and add Garvalín to your favorite contacts so as not to lose track
Do you have a problem with the Seur website?
Contact them at 607 015 322 so they can give you a solution. Although we would love to help you this part of the process depends on the transport agency system and it will be Seur who can give the best solution
Preparing the return shipment is very easy! Follow the step by step:
Indicate on the invoice the products that you return to us (if you want, you can indicate the reason or the reference of your new order)
Keep the shoe box and the copy of the invoice in a bag or container that protects them during shipping.
The purchase invoice is essential to make the refund. You can retrieve all your invoices by logging in to our online store
Do not stick the shipping label directly on the product box. Any return whose product box shows attached labels or seal marks will be denied
The products must be returned in perfect condition, without having been used and in their original box / packaging, as well as with the labels that they may carry
When will we make the refund?
The term for us to make the reimbursement is a maximum of 15 working days from when we receive the product at our facilities
Track your return shipment HERE
For special promotions see their specific conditions below
We will send you an email when the return process is complete
Will we notify you when we receive the return shipment?
You will receive an email when the process is completely finished, if you want to know the status of the products you have sent us you can follow up below
Remember! The new shipment and the collection are independent processes, they can be carried out at different times and by different distributors. You will receive a confirmation email of your new purchase and another when you write to returns.online@garvalin.com to manage the collection
International:
1st New online purchase:
Make an order with the new model and / or size you want.
2nd Shipment of the product:
You can send the product through the transport agency of your choice, paying the shipping costs. Remember to attach the invoice so that we can identify the shipment when we receive it in our warehouse and we can process the return
Shipping address: Grupo Garvalín Calzados (Online store) Partida Pla de Sant Josep P-1, no 150 p.o.box 1500 CP 03293, Elche - Alicante - Spain
3rd Refund of the purchase:
The term to make the refund is 10 working days from when we receive the product at our facilities. *
Returns for changes in size and / or model are free for Spain and Portugal for purchases over € 30. In the rest of the countries, the shipping costs for returns due to changes in size and / or model are borne by the buyer.
Returns processed from outside the EU have a cost of € 30 based on customs expenses that may entail that will be discounted at the time of reimbursement
(2) Return of my purchase
Step 1: Request for return and collection
Spain and Portugal: send an email to devoluciones.online@garvalin.com requesting the return of your order. You will receive an automatic response from us so that you can manage the shipment of the products with Seur and print the return label
International: You can send the product through the transport agency of your choice, paying the shipping costs. Shipping address: Grupo Garvalín Calzados, Partida Pla de Sant Josep P-1, no 150 p.o.box 1500 CP 03293, Elche - Alicante - Spain.
- Returns processed from outside the EU have a cost of € 30 based on the customs expenses that they may entail. This amount will be discounted at the time of reimbursement
Step 2: Prepare the package
All product boxes with seal marks or shipping labels attached will be rejected, and the refund of the money may be rejected
Keep the shoe box and a copy of the invoice (essential to process the refund) in a bag or container that protects the products during shipment. IMPORTANT: Without the copy of the invoice we will not be able to identify your order and the refund of the money will be pending. You can recover all your invoices by accessing your session in our online store
The products must be returned in perfect condition, without having been used and in their original box / packaging, as well as with the labels that they may carry
When will you make the refund?
The term for us to make the reimbursement is a maximum of 15 working days from when we receive the product at our facilities
Track your return shipment HERE
For special promotions see their specific conditions below
We will send you an email when the return process is complete
Will you let me know when you receive the items that I will return to you?
You will receive an email when the process is completely finished, if you want to know the status of the products you have sent us you can follow up below
* Important: Specific conditions for special promotions
In changes of products purchased with special discounts (Black Friday, Juernes, CiberMonday) once the promotion is over, the discount will be respected as long as the change is made for the same model in a different size / color combination.
We cannot guarantee that all sizes are available
Returns will never be made for exchange, maintaining the discount if the new purchase is from a different reference
The maximum period of 15 days can be altered in special times: Sales, Christmas, Black Friday or Cybermonday
If the new purchase is made once the promotion is over, it will be done with the RRP without discount, but we will pay the difference when making the return based on our conditions described above.Do not worry!