Frequently asked questions

How can I place an order?

 

Click on the product you want to buy to see it in full. On the product page, choose your size, quantity and click on the “add to My Bag” button.

From “My Bag”, you can check the products you want to buy. If you want to add more products, click on the “keep buying” button. Once you have checked the product or products that you’ve chosen, move on to the purchasing process by clicking on buy.

There are 5 simple steps to the purchasing process:

1.- User: Identify yourself as a customer and fill in the required details.

2.- Recipient: Fill in the recipient’s details and the delivery address.

3.- Delivery: Choose the delivery costs, which will depend on the product you are buying, and the delivery address. You can check the different types of delivery cost here.

4.- Payment information: We give you information about the credit cards accepted.

5.- Confirmation: Check all the details you have entered and finish the order. You’ll be taken to the Servired payment gateway. Fill in all your card details correctly to pay for the order.

Can I request an invoice?

Yes. Send an email to pedidos@elganso.com including your order number and your invoicing details. We’ll send you the invoice by post.

Can I pay by credit card?

You can pay using Visa, MasterCard or American Express. The La Caixa “Cyberpac” system enables us to offer this guaranteed service using security systems such as Verified by VISA and Secure Code by MasterCard.  In addition, “La Caixa” uses a state of the art secure server so that others cannot see your details.

Why might my credit card be rejected?

The payment details we ask you to provide should be the same as the details on your card. A simple typing mistake may mean that the transaction is rejected, so we ask you to be careful when filling in the payment form.

You may also have passed the credit limit on your card or it could have expired.

Check with your bank if you have any queries regarding your credit card as a payment method.

Is it safe to buy in the on-line El Ganso shop?

Yes. You can be confident that purchasing on-line is safe, as we make huge efforts to guarantee that your purchases and details are secure by using the necessary resources to achieve this.

How long will my order take to arrive?

Your order should be delivered in a maximum period of 48-72 hours, depending on the delivery address.

Check the price and deadline table in the Deliveries and Returns section.

Can I monitor my order?

Yes. If you are registered, you can monitor your order from “my orders” in “my account”. If you are not registered, you should call our Customer Services Department on 900 897 722  (Spain),34 91 8144812 (International) +448000903685 (UK Toll-Free Number)  +34 608786998 Whatsapp  (Mon to Fri from 9.00am to 6.00pm).

Or you can send an email to atencioncliente@elganso.com.

Does El Ganso have a Customer Services Department?

Yes. You can call our Customer Services Department for free on 900 897 722  (Spain),34 91 8144812 (International) +448000903685 (UK Toll-Free Number)  +34 608786998 Whatsapp  (Mon to Fri from 9.00am to 6.00pm). Or you can send an email to atencioncliente@elganso.com.

What information can I check with the Customer Services Department?

You can ask any questions you may have about a product, orders, payments, returns and other issues.

Can I cancel an order?

Exchanges in Portugal and Spain (including the Canary Islands, Balearic Islands, Ceuta and Melilla): shipping charges (and any possible customs duties) will be payable by El Ganso. We will send a courier to complete the exchange (provided the item requested is in stock).

Exchanges outside Spain and Portugal: customers must provide prior notice of their wish to return an item by sending an email to info@elganso.com (shipping costs are payable by the customer). Once received, we will send the requested item provided it is in stock (return shipping costs to the customer’s address will be payable by El Ganso).

What happens if some of my order is damaged?

We will replace the item as soon as possible at no further cost.

To report a damaged article, call our Customer Services Department on 900 897 722  (Spain),34 91 8144812 (International) +448000903685 (UK Toll-Free Number)  +34 608786998 Whatsapp  (Mon to Fri from 9.00am to 6.00pm). Or you can send an email to atencioncliente@elganso.com.

Check our returns policy using the menu on the right.

What should I do if I’m sent an article that is different from what I ordered?

We will replace it with the correct item as soon as possible at no further cost.

To report an incorrect delivery, call our Customer Services Department on 900 897 722  (Spain),34 91 8144812 (International) +448000903685 (UK Toll-Free Number)  +34 608786998 Whatsapp  (Mon to Fri from 9.00am to 6.00pm) or send an email to atencioncliente@elganso.com.

Can I return an article to one of the El Ganso shops?

Yes, if the shop is in the same country in which your on-line order was delivered.

You will need to return the article and the invoice. We will exchange the article for any product of the same value or we’ll give you a voucher for the same amount to be used within 6 months.

How will I know if the article I have returned has been received?

Access your customer account and click on the order you want to check. There is a link that will enable you to check the status and location of your order in real time.

If you have any questions, you can always call our Customer Services Department on 900 897 722  (Spain),34 91 8144812 (International) +448000903685 (UK Toll-Free Number)  +34 608786998 Whatsapp  (Mon to Fri from 9.00am to 6.00pm). Or you can send an email to atencioncliente@elganso.com.

 

Can I receive information by email from time to time about El Ganso’s latest news and offers?

To keep you up to date, elganso.com users can register to receive a newsletter with information about offers and news items.

Can I unsubscribe from the El Ganso newsletter?

You can unsubscribe at any time from the “Newsletters” section.

You can also unsubscribe from the newsletter by sending an email to atencioncliente@elganso.com. So that we can process your request correctly, you should send the email from the email address you used when registering.