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SHIPPING TIMES

The shipping time for each region can be found in the following table. Please note that all shipping times are approximate.

SHIP TO STORE

Shipments are free of charge to any of our stores (excluding the Canary Islands and El Corte Inglés department stores). As soon as the order arrives, the Customer will be notified by our staff that they are able to proceed with the collection.

FREE SHIPPING IN THE PENINSULA

Shipping is free for all orders over € 15 within the Peninsula (mainland Spain and Portugal).

SHIPPING COSTS OUTSIDE THE PENINSULA

In the Balearic Islands, shipping is free for orders over €15. Orders below this amount bear the shipping cost of €4.90.

In the Canary Islands, Ceuta and Melilla, shipping is free for orders over €100. Orders below this amount bear the shipping cost of €9.90.

In Chile, the cost of shipping is €39.90.

Shipping costs outside the peninsula and abroad do not include any customs costs which may be incurred at destination, just like the IGIC/IPSI. These expenses shall be borne by the Customer and must be paid upon receipt of the order.

EXPRESS DELIVERY

In most areas of Madrid and Barcelona, we offer the possibility of receiving your purchase the same day for a small fee. This option depends on the stock availability, so it continuously changes. If the option is available for the product you've selected, it will appear at check out.

2h Express (Madrid and Barcelona): €4.90

Same Day Express 19h-22h (Madrid and Barcelona): €3.90

DELIVERY

Delivery is considered completed once the product has been made available to the Customer by the carrier, and the recipient has signed the delivery receipt. It is the recipient's responsibility to verify the products upon delivery and to indicate any possible issues or complaints they may have. If, at the time of delivery, it is visibly noticeable that the order has been damaged during transportation, without having to remove the shipping or product packaging, or if, in the same way, a defect is noticed in the received product, the Customer must indicate this on the delivery note and communicate it to El Ganso via email to atencioncliente@elganso.com or phone at 900 897 722 (Spain) or +34 910 609 593 (International). In order to be able to request a refund or exchange for the affected product(s), you must notify El Ganso of any damage or defect within 24 hours of receiving your order.

El Ganso will then examine said product and inform you whether or not you have the right to a replacement or refund. Products must be returned in the same condition in which they are received. Returns will not be accepted for products that have been used beyond merely opening to review said products. The refund or replacement of an item will be made as soon as possible and, in any case, within a maximum period of 30 days from the date of the email confirming that the faulty item is eligible for a refund or replacement. In the event that the Customer requests a refund, El Ganso will return the payment for the purchase within a period of 30 days from the date of the request. The payment will be returned back to the same method of payment used for the purchase, or by bank transfer to an account indicated by the Customer.

In addition to the stock from our central warehouses, we fulfil orders from some of our stores. As such, the cash-on-delivery option may not appear when making a purchase.

This exchange policy only applies to products purchased on the El Ganso online store.

(within 30 days of receiving the order)

You have three options:

1. The easiest way is to visit one of our El Ganso stores, presenting your order confirmation email. This option is available in all El Ganso stores, excluding El Corte Inglés Department Stores and El Ganso Outlet stores. In the store you can exchange your item for another size, another item or request a voucher for the same amount.
2. Another option is to request an exchange online. If you're not yet registered with us, click here to set up your account. If you already have an account, log in to access the exchanges and returns section. Click the option to request an exchange, then select the corresponding order and the item you wish to exchange. Select the new size and the reason for the exchange and, lastly, fill in your delivery address. We will send a courier to collect your order. Package your item safely and, if possible, in the original packaging. The first exchange is free of charge. The returned item must not have been used and must still have its original labels.

This returns policy only applies to products purchased on the El Ganso online store. For sanitary reasons, masks cannot be refunded. This exchange and returns policy does not apply to orders for Chile. Contact us for more Information.

(within 30 days of receiving the order)

1. You can obtain a refund in our stores, except for concessions in El Corte inglés, Galaries Lafayette and Outlets, by presenting the order confirmation email printout or in electronic format. You can request a 6 month voucher for the amount of the item or request a full refund. El Ganso's Customer Service Department will contact you within a maximum period of 14 working days to confirm the refund of the item(s). If you opt to return the item to the store, it is not necessary to process the return through elganso.com.
2. Another option is to do it online. If you are not registered, click here. If you are registered with us, log in and access the section on Exchanges and Returns. Select the option to request a return, then select the order and the item you wish to return. Select the reason for the return and enter the address from which the item is to be collected. Please pack your items securely in their original packaging if possible. We will send a courier to collect the item. Return shipping costs are free. The item(s) must be unused and have the original labels. You will be reimbursed through the same payment method used in the initial purchase within 14 business days of receiving your package at our warehouse. For COD orders, we will request your bank details to issue the refund.