Contact Us
EXCHANGES AND RETURNS
Questions about exchanges and returns? Now you can request a change of size or return directly on our website.
Customer service
Spain
900 897 722
France
+33 805 321 040
International
+34 910 609 593
Schedule:
Mon-Thu: 10:00-17:30
Fri: 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 Industrial
Prado el Espino, Boadilla del Monte
28660 Madrid, Spain
Information on the processing of your personal data pursuant to the provisions of Regulation (EU) 2016/679, of 27 April 2016.
- The data controller is us, under our dull corporate name, ACTURUS CAPITAL, S.L., with Tax Identification number B83233346, and registered office for such purpose at C/ Impresores 14, Polígono Industrial Prado Del Espino, 28660 Boadilla del Monte, Madrid.
- The reason we have your data is only to respond to your contact request, so that our customer service team can solve your query as soon as possible.
- By accepting our privacy policy, you agree to our processing of your data pursuant to Regulation (EU) 2016/679, on personal data protection. But don't worry, all we want to send you is an occasional note on our news.
- We will keep your data for as long as we think is necessary to perform our service or, otherwise, for the statutory period.
- To access, change or erase your data, and to exercise other rights or claims, you need to contact our DPO, David Díaz, at privacidad@elganso.com
- For more information on your rights and on the applicable data protection regulation, you can read our Privacy Policy here.
SHIPPING TIMES
The shipping time is 3 - 7 working days for orders within Europe, and 3 - 10 working days for the rest of the world. All shipping times are approximate.
SHIPPING COSTS
For orders below €150:
Europe I | Italy | 4.90 € |
Europe II | Austria, Belgium, Czech Republic, Germany, Denmark, Finland, Greece, Ireland, Luxembourg, Netherlands, Sweden | 9.90 € |
Europe III | Bulgaria, Croatia, Hungary, Latvia, Lithuania, Estonia, Cyprus, Malta, Poland, Romania, Slovakia, Slovenia | 14.90 € |
Europe IV | Guernsey, Liechtenstein, Monaco, Norway, San Marino | 24.90 € |
Europe V | Switzerland, Albania, Jersey, Faroe Islands, Bosnia and Herzegovina, Belarus, Greenland, Iceland, Serbia, Moldova, Macedonia, Turkey, Ukraine | 39.90 € |
Others | Rest of Latam, Morocco, Algeria, Israel, Egypt, Hong Kong, Singapur, Taiwan | 39.90 € |
USA, LATAM and ROW | USA, LATAM, Canada, Russia, Australia and Rest of the World | 49.90 € |
For orders over €150:
Europe I | Italy | FREE |
Europe II | Austria, Belgium, Czech Republic, Germany, Denmark, Finland, Greece, Ireland, Luxembourg, Netherlands, Sweden | FREE |
Europe III | Bulgaria, Croatia, Hungary, Latvia, Lithuania, Estonia, Cyprus, Malta, Poland, Romania, Slovakia, Slovenia | FREE |
Europe IV | Guernsey, Liechtenstein, Monaco, Norway, San Marino | 24.90 € |
Europe V | Switzerland, Albania, Jersey, Faroe Islands, Bosnia and Herzegovina, Belarus, Greenland, Iceland, Serbia, Moldova, Macedonia, Turkey, Ukraine | 39.90 € |
USA, Mexico and Chile | USA, Mexico and Chile | 39.90 € |
LATAM and others | Rest of Latam, Morocco, Algeria, Israel, Egypt, Hong Kong, Singapur, Taiwan | 39.90 € |
Russia, Australia and ROW | Canada, Russia, Australia and Rest of the World | 49.90 € |
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 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 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 30 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 and masks 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.