The El Ganso on-line shop has a clear returns policy which is set out in the terms of business.

This returns policy only applies to products purchased in the on-line El Ganso shop.


EXCHANGES (within 30 days of purchase)

  • The easiest way to exchange an item is to come into one of our El Ganso Stores (excluding shops within department stores, such as El Corte Ingles, Galeries Lafayette; and El Ganso Outlet stores) and show a member of staff your confirmation email.  You can exchange your item for:
    • A different size
    • A different item
    • Store Credit (no expiration date)


  • Exchanges can also be processed via our online shop.  To exchange an item online, simply reply to the purchase order (sent from and indicate your order number.  When exchanging an item online you can change for:
    • A different size
    • An item of equal value


  • In the event of an online exchange, we will send a courier who will process the exchange, delivering your new item, and collecting the item for exchange.  You will not be charged for your first exchange.  When returning an item you MUST complete the cut-off form below and include it in the package being returned.


REFUNDS (within 15 days of purchase)

  • If, for any reason, you require a refund, you can come into one of our El Ganso stores and request a credit note, or a full refund.  If you require a full refund, please tell a member of staff, who will confirm the return of the item, and your refund will be processed.
  • If you want to request a refund online, you can send the item to our online store´s warehouse.  If you choose to request a refund online, you must prepare the package, and send it to the address below. (The cost of this delivery is the responsibility of the customer). When returning an item you MUST complete the cut-off form below and include it in the package being returned.



Returns Department

C/ Impresores, 14.

Parque Empresarial Prado del Espino.

28660 - Boadilla del Monte MADRID, SPAIN.

Tel.: +34 91 8144812.


Once the item arrives at our warehouse, we will ensure it is in an acceptable condition, and refund the full value


PLEASE NOTE: The item must be unused, in good condition, with all original tags still attached, in order for us to process the refund successfully


If you have any questions regarding our policy on refunds or exchanges, please email us at:  We are happy to help in any way that we can.


Our returns policy only applies if:

    * The returned product is not damaged or dirty.

    * The product has not been used.

    * Returned products should have the original tickets attached.

Articles cannot be exchanged if the article has sold out.

El Ganso reserves the right to refuse a refund if the goods and articles have been damaged. We are only responsible for making a refund if a manufacturing mistake is detected.

All El Ganso products are covered by a manufacturer’s guarantee.

For more information or if you have any queries, contact our

Customer Services Centre:


Free shipping across Spanish peninsula. Free Europe delivery for orders over 80€

Delivery costs for destinations outside the Spanish peninsula and abroad do not include the customs costs that may be incurred upon arrival or the Canaries General Indirect Tax. These costs will have to be paid upon receipt of the order and will be borne by the customer.