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marketing and communication
marketing@elganso.com
Master Franchise
Internacional+34 916 32 64 64
wholesale@elganso.com
Customer service
Spain900 897 722
France+33 805 321 040
International+34 910 609 593
Whatsapp+34 628 404 337
atencioncliente@elganso.com
Schedule:Mon-Thu: 10:00-17:30Fri: 10:00-14:30
Office:+34 916 326 464
Contact Form
EL GANSO - GRUPO ACTURUS
Impresores 14, Polígono IndustrialPrado el Espino, Boadilla del Monte28660 Madrid, Spain
DELIVERY TIMES:
Orders will be delivered in one to three working days for deliveries to mainland Spain and Portugal, and in three to seven working days for the rest of Spain and abroad. The specified delivery times are merely estimates.
SHIPPING OF SALE ITEMS AND PROMOTIONS
During sale periods, delivery in mainland Spain can take up to five working days, plus an additional seven working days for other Spanish territories and the rest of the world.
IN-STORE COLLECTION
Collection of orders from any of our stores (excluding outlets located in El Corte Inglés) are free. When the order arrives, a member of our team will phone the customer to collect.
FREE SHIPPING IN MAINLAND SPAIN AND PORTUGAL
Shipping costs for Spain and Portugal are free for orders of €15 and more.
EXPRESS DELIVERY
For the majority of Madrid and Barcelona post codes we offer same-day delivery for a small fee. This option depends on item availability and is subject to change. If same-day delivery is available for your chosen item, this will appear at checkout. Express 2-hour (Madrid and Barcelona): €4.90Express Same Day 19:00-22:00 (Madrid and Barcelona): €3.90
NON-MAINLAND SHIPPING COSTS
Shipping to the Balearic Islands costs €4.90.Shipping to the Canary Islands, Ceuta and Melilla costs €9.90.Shipping to Chile costs €39.90.
For the Canary Islands, El Ganso bears all expenses resulting from DUA (Single Administrative Document) or IGIC (Canary Islands Indirect General Tax). The amount paid at the end of the purchase process is the final price for the buyer.
Shipping costs beyond mainland Spain and Portugal do not include customs fees that may apply. Such costs will be payable by the customer upon receipt of the order.
DELIVERY
The delivery is considered complete when the item is given to the Customer by the courier and the recipient signs for the item to confirm receipt. It is up to the recipient to verify the items upon receipt and express any errors or complaints that can be justified. If, when delivery is taken, the Customer visibly and clearly, without needing to tamper with the delivery packaging or that of the item, detects that an item is faulty due to damage inflicted during shipping, or they detect, in the same way, that the goods received are wrong, they must indicate this on the delivery note, and notify El Ganso by email to info@elganso.com or by telephone on 900 897 722 (Spain) +34 910 609 593 (international) within the 24 hours of receipt of the order to request the return of the affected item or items and, with it, replacement for a new item or a refund of the price paid for it.
El Ganso will examine it and inform the customer as to whether they are entitled to a replacement. Returns of products that are not in the same condition as that in which they were received, or that have been used beyond the mere opening of the product, will not be permitted. The item will be refunded or replaced as soon as possible and, in any case, within 30 days as of the date on which we send an email confirming that the refund or replacement of the non-compliant product has been admitted. In these cases, El Ganso will refund the purchase amount within a period of 30 days as of the receipt of the communication from the User requesting the refund. The refund shall be made via the same payment method that was used to make the purchase, or by bank transfer made into the account indicated by the User.
(within 30 days of receipt of the order)
Online: Send the articles in their original packaging to the following address. Please remember that shipping costs are borne by the customer. ID LOGISTICS Departamento Ecommerce C/ Camino de Alovera, 4-6 Cabanillas del Campo, CP 19171 Guadalajara, Spain ATTN: DEVOLUCIÓN ONLINE Inside the package, please indicate your name, surname, and order number. Then, send an email to atencioncliente@elganso.com indicating the transport company and the tracking number. The return and exchange policy shall apply if the product is returned clean, undamaged, and unused with the original labels included.
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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