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EXCHANGES AND RETURNS
Questions about exchanges and returns? Now you can request a change of size or return directly on our website.
More information
Customer service
Spain900 897 722
France+33 805 321 040
International+34 910 609 593
atencioncliente@elganso.com
Schedule:Mon-Thu: 10:00-17:30Fri: 10:00-14:30
Office:+34 916 326 464
Master Franchise
Internacional+34 916 32 64 64
wholesale@elganso.com
Contact Form
EL GANSO - GRUPO ACTURUS
Impresores 14, Polígono IndustrialPrado el Espino, Boadilla del Monte28660 Madrid, Spain
SHIPPING TIMES
Deliveries will be made within a maximum of 10 working days so priority can be given to sending health-related products
The shipping time is 3-5 working days for orders within Europe, and 3-7 working days for the rest of the world. All shipping times are approximate.
SHIPPING COSTS
For orders below €150:
For orders over €150:
Customs expenses or any extra costs that may be incurred at destination are not included. Said expenses shall be borne by the Customer and must be paid upon receipt of the order. If you can't find the corresponding country in the table, you can choose it from the country selector on our website.
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 were 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 60 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 60 days from the date of the request. The payment will be returned back to the same method of payment used for the purchase, or via bank transfer to the 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.
You have 60 days from receiving your order to return it. To be eligible for a return or exchange, the product must not be damaged or dirty, must not have been used, and must be returned with its original labels. For sanitary reasons, underwear cannot be returned.
You must pack the items in the original packaging and send them to the following address. Please note that any shipping costs shall be borne by the Customer. ID LOGISTICS Departamento Ecommerce C/ Camino de Alovera, 4-6 Cabanillas del Campo, CP 19171 Guadalajara, España ATT: DEVOLUCIÓN ONLINE (SIN RMA)
The easier way to make a change, is doing the return and then, make a new order with the correct items.
Inside the package indicate your name and surname, as well as the order number. Send an email to atencioncliente@elganso.com indicating the transport company used along with the tracking number.
To be eligible for a return or exchange, the product must not be damaged or dirty, must not have been used, and must be returned with its original labels.
Click on the product you intend to buy to see it in detail. On the product page select your size and click “add to bag”. Your items will be added to the Shopping Bag. From the Shopping Bag you can review the items added. After reviewing the selected item(s) you can proceed to place your order by clicking “Buy”.
Checkout consists of 6 simple steps: 1. My account: Login as a returning customer or register and enjoy the advantages of being an El Ganso customer. You can also continue with your purchase without registering. 2. Addresses: Select your billing address, and delivery address. You can enter new addresses in both fields. You can also select store pick up. 3. Shipping: Select your preferred shipping method. 4. Form of payment: Select your preferred form of payment. 5. Order confirmation: Review your order details. If you agree click the place order button. If you have opted to pay by credit card or PayPal you will be redirected to the payment gateway to enter your details. 6. Once your purchase is complete you will receive an order confirmation by email. You will be able to track the shipment thanks to the tracking number you will receive in a second email. Enjoy it!
If you would like to receive an invoice, forward your order confirmation along with your invoice details to atencioncliente@elganso.com. We will send your invoice via email as quickly as possible.
You can pay with any type of card. La Caixa’s “Add-on Payments” system allows us to offer this service with the maximum guarantees and display an optimised payment system to enhance the experience of our clients. In addition La Caixa uses a secure server equipped with the latest technology to ensure data protection safety.
You can also pay using any payment system supported by PayPal.
If the delivery address is within Spanish mainland you can also pay by COD.
If the delivery address is in Spain you can choose to finance your purchase with Aplazame.
For standard shipping the maximum delivery time is estimated as 2-3 business days depending on the destination. During sales and promotions periods, delivery may take up to 7 business days.
Yes. If you are a registered customer you can track your order from your account. If you are not registered you can phone our Customer Service Department: 900 897 722 (Spain), +33 805 321 040 (France), +34 910 609 593 (International) or +34 628 404 337 (Whatsapp) from Monday to Thursday from 9 a.m. to 6.30 p.m. and from 9 a.m.to 15 p.m. on Friday or send an email to atencioncliente@elganso.com.
Returns (within 30 days after receipt of order): The easiest way to return an item is to visit any of El Ganso stores excluding department stores (El Corte Inglés and Galeries Lafayette) and El Ganso Outlets. At the store you can request a non-expiring voucher or the amount refund. In that case, our colleagues will notify us once they have received the product, and we will proceed to refund the amount. You can also ship the item(s) to our web store which address you can find below. Customers are responsible for return shipping costs. Having received the item and verified its condition, we will refund the corresponding amount. Items must be returned with the label, unused, and in good conditions. Return address is: ATT: ONLINE RETURN ID LOGISTICS Departamento Ecommerce C/ Camino de Alovera, 4-6 Cabanillas del Campo, CP 19171 Guadalajara, Spain
Inside the parcel you should indicate your full name and order number. Please send an email to atencioncliente@elganso.com informing about the shipping Company, and the tracking number. You can have a look tour Return Conditions here www.elganso.com/.
Exchanges (within 30 days from receipt of order): The easiest way to exchange an item is to visit any of El Ganso stores excluding department stores (El Corte Inglés and Galeries Lafayette) and El Ganso Outlets, and present the order confirmation. At the store you can exchange the item for another size, another item or request a non-expiring voucher. You can also do so by email: reply to the purchase receipt emailed or write to atencioncliente@elganso.com indicating the order number. You can exchange the item for another size or another article of the same amount, subject to availability. In this case the delivery agent who collects the item to be exchanged, delivers the new item. There is no charge for shipping costs on the first exchange. The Return and Exchange Policy only applies to returned items which are clean, undamaged, unused, and with the original labels. Consult other terms and conditions at www.elganso.com.
Yes, from Monday to Thursday from 9 a.m. to 6.30 p.m. and from 9 a.m. to 15 p.m. on Friday, you can resolve your concerns by contacting through one of the following ways:
Yes, provided the order has not entered the packaging and shipping process. You can request cancellation by calling our Customer Service Department: 900 897 722 (Spain), +33 805 321 040 (France), +34 910 609 593 (International) or +34 628 404 337 (Whatsapp) , from Monday to Thursday from 9 a.m. to 6.30 p.m. and from 9 a.m. to 15 p.m. on Friday,or by sending an email to atencioncliente@elganso.com.
We will replace it free of charge as soon as possible. Please call our Customer Service Department: 900 897 722 (Spain), +33 805 321 040 (France), +34 910 609 593 (International) or +34 628 404 337 (Whatsapp) from Monday through Thursday from 9am to 6pm and Friday 9am to 3pm, or send an email to atencioncliente@elganso.com.
Te lo cambiaremos por el artículo correcto lo antes posible y sin coste alguno. Para solucionarlo llama a nuestro Departamento de Atención al Cliente: 900 897 722 (España), +33 805 321 040 (Francia), +34 910 609 593 (Internacional) o +34 628 404 337 (Whatsapp) de L a J de 9h a 18h y V de 9h a 15h. También puedes enviar un correo electrónico a atencioncliente@elganso.com.
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