Returns

The El Ganso on-line shop has a clear returns policy which is set out in the terms of business.

This returns policy only applies to products purchased in the on-line El Ganso shop.

Any customer may return an article that hasn’t been used within 10 days following purchase. Articles may be returned to an El Ganso shop or by contacting our customer services department (details below).

Articles returned before or after 30 days cannot be refunded or exchanged.

Online orders will only be refunded in the following cases:

   *  Dispatch error.
   *  Wrong product dispatched.
   *  Defective product.

In all other cases our customers have two means of exchanging the product received:

   *  At our online shop (details to follow).
   *  At an El Ganso store (our El Corte Inglés and Las Rozas Village outlet points of sale are not included). In El Ganso stores, in addition to being able to exchange the product for any other product, a voucher which is renewable every three months can be requested.

Our returns policy only applies if:

    * The returned product is not damaged or dirty.

    * The product has not been used.

    * Returned products should have the original tickets attached.

Articles cannot be exchanged if the article has sold out.

El Ganso reserves the right to refuse a refund if the goods and articles have been damaged. We are only responsible for making a refund if a manufacturing mistake is detected.

All El Ganso products are covered by a manufacturer’s guarantee.

For more information or if you have any queries, contact our

Customer Services Centre: atencioncliente@elganso.com

 

Deliveryprocess, cost & deadlines

Free shipping across Spanish peninsula. Free Europe delivery for orders over 120€

Shipping Table Rates

* Transport costs do not include customs payments and taxes and shipping costs, except Canary Islands, Ceuta and Melilla. 

THE ADMINISTRATOR uses nationally and internationally known courier services to send out their orders to customers. The home delivery date depends on the product purchased and the delivery zone. Orders delivered within the Spanish mainland take 2 to 4 days and deliveries to the rest of Spain take 3 to 7 days.  Home deliveries to addresses outside Spain will take 1 to 2 weeks. Delivery deadlines stated are for guidance only.Delivery costs will appear on the website before you confirm your order.A delivery is completed when the product is handed over to the Client by the courier service and the recipient signs to confirm receipt of the delivery. The recipient should check the products upon receipt and report any complaints or comments that could be justified. Returns PolicyUsers may return any article they have purchased on www.elganso.com provided that the reason is one of the following:Right to cancelExchanges 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 atencioncliente@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).Article 44 of Law 7/1996, of 15 January on Retail Trade Regulation grants the Client the right to cancel an order placed within a period of 7 days from receipt of the order upon prior communication with THE ADMINISTRATOR within this period. The Client shall be refunded the price paid for the original product.The Client may return an article purchased provided that the product has not been opened or used and the original seals or packaging have been kept. Refunds shall only be allowed if the product is in perfect condition with its original packaging and has not been used.The whole order should be returned, including all accessories and the product’s original packaging. The product must be in perfect condition with its original packaging. In these cases, the Client must pay the direct cost of returning the article.In accordance with legislation, articles that have been opened cannot be returned, except in the case of damaged goods.If the product is damaged, the Client may alternatively choose for the article to be exchanged within the aforementioned period of seven days.Returns due to defects caused during transportation or a delivery errorIf it is obvious upon delivery that the goods delivered have been damaged during transportation or that the wrong goods have been delivered without having to open the packaging, the Client should record this error on the delivery note and inform THE ADMINISTRATOR by sending an email to atencioncliente@elganso.com or by telephone  900 802 298 (Spain) +34 916 326 464 (Internacional). We shall tell the client what action to take within the 24 hours following receipt of the goods in order to return the product or products in question and receive an exchange or a refund for the same amount.Defects that occur during transportation and which can only be seen once the product has been unwrapped should be reported within 24 hours of receiving the order as described above. The information provided should include the order number, a description of the damage to the product and a request for either an exchange or a refund. THE ADMINISTRATOR shall look at the product and will decide whether the client is entitled to an exchange. Refunds shall not be given on products that are not in the same condition as when received or which have been opened and used. The refund or exchange shall be made as soon as possible and always within the 30 days following the date on which we sent an email confirming that the faulty product would be refunded or exchanged.  In these cases, THE ADMINISTRATOR shall refund the purchase within a maximum period of 30 days from when the request for a refund was received from the User. The refund shall be made using the same payment method as was originally used, or via bank transfer to the account stated by the User.Returns due to manufacturing defectsIf there is a manufacturing defect, the article purchased may be returned provided that it has not been used and the original packaging has been kept. Refunds shall only be allowed if the product is still in its original packaging and has not been used.The whole order should be returned, including all accessories and the product’s original packaging. Once the product has been received, THE ADMINISTRATOR shall look at it and will decide whether the client is entitled to an exchange. Refunds shall not be given on products that are not in the same condition as when received or which have been opened and used. The refund or exchange shall be made as soon as possible and always within the 30 days following the date on which we sent an email confirming that the faulty product would be refunded or exchanged.  If it is obvious upon delivery that a mistake has been made with the goods delivered without having to open the packaging, the Client should record this error on the delivery note and inform THE ADMINISTRATOR by sending an email to atencioncliente@elganso.com or by telephone  (Customer Services Department on 900 802 298 (Spain) +34 916 326 464 (Internacional)). We shall tell the client what action to take within the 24 hours following receipt of the goods in order to return the product or products in question and receive an exchange. Manufacturing defects which can only be seen once the product has been unwrapped should be reported within 24 hours of receiving the order as described above. The information provided should include the order number, a description of the damage to the product and a request for either an exchange or refund.If the returned product has sold out, the Client can choose to exchange it for another product of similar quality and price or they may request a refund. In these cases, THE ADMINISTRATOR shall refund the purchase within a maximum period of 30 days from when the request for a refund was received from the User. The refund shall be made using the same payment method as was originally used, or via bank transfer to the account stated by the User.CommunicationAll comments or queries relating to returned articles from our shop should be made to THE ADMINISTRATOR via email by sending a message to atencioncliente@elganso.comor by telephone (Customer Services 900 802 298 (Spain) +34 916 326 464 (Internacional)).Any information sent by THE ADMINISTRATOR to the User shall be communicated using the details provided during the registration process. Applicable legislation requires that part of the information sent by us is in written format. For this purpose, you expressly accept the use of email as a valid means of communication for all issues relating to the use of the website and understand that for agreement purposes, any information sent by THE ADMINISTRATOR meets the legal requirements as it is in written format. The above does not affect the user’s statutory rights.

ZonaHasta 2Kgde 2Kg a 5Kgde 5Kg a 10Kgmas de 10KgOperador
Península 4,82 € 4,82 € 7,44 € 8,76 € MRW
Baleares 10,8 € 12,95 € 24,99 € 29,53 € MRW
Canarias, Ceuta y Melilla 18,25 € 31,24 € 52,89 € 58,00 € MRW
Andorra 4,82 € 4,82 € 7,44 € 8,76 € MRW
Portugal 4,82 € 4,82 € 7,44 € 8,76 € MRW
Francia 20,00 € 30,09 € 36,24 € 36,62 € UPS
Italia 13,10 € 23,30 € 27,10 € 28,30 € UPS
Bélgica, Holanda, Luxemburgo, Alemania 20,00 € 30,09 € 36,24 € 36,62 € UPS
Reino Unido 16,91 € 30,09 € 36,24 € 36,62 € UPS
Austria, Dinamarca, Finlandia, Irlanda, Suecia 20,00 € 33,89 € 39,99 € 41,45 € UPS
Eslovaquia, Eslovenia, Hungría, Polonia 24,30 € 38,86 € 55,30 € 50,28 € UPS
Grecia, República Checa, Bulgaria 20,00 € 33,89 € 39,99 € 41,45 € UPS
Estonia, Letonia, Lituania, Rumania 24,30 € 38,86 € 55,30 € 50,28 € UPS
Suiza, Noruega 20,28 € 35,68 € 45,94 € 50,85 € UPS
USA, Canadá 40,39 € 69,87 € 91,90 € 103,34 € UPS
Islandia, Paises de Sudamerica 36,73 € 63,99 € 82,94 € 94,15 € UPS
México 36,60 € 57,50 € 79,10 € 93,70 € UPS
Rusia 36,73 € 63,99 € 82,94 € 94,15 € UPS
China 59,64 € 88,75 € 135,06 € 158,23 € UPS
Resto de Países 59,64 € 88,75 € 135,06 €  158,23 € UPS