DELIVERIES, EXCHANGES AND RETURNS

DELIVERY TIMES:

Orders will be delivered in 2 to 5 working days for deliveries to Europe and in 3 to 7 working days for other territories. The specified delivery times are merely estimates.

SHIPPING OF SALE ITEMS AND PROMOTIONS

During sale periods, delivery in Europe can take up to seven working days, plus an additional seven working days for other territories.

IN-STORE COLLECTION

Collection of orders from any of our stores (excluding department stores) is free of shipping costs. When the order arrives, a member of our team will phone the customer to collect.

SHIPPING COSTS

Orders below 100 euros

Europe I France, United Kingdom, Italy 11.90 €
Europe II Austria, Belgium, Czech Republic, Germany, Denmark, Finland, Greece, Ireland, Luxembourg, Netherlands, Sweden 19.90 €
Europe III Bulgaria, Hungary, Latvia, Lithuania, Estonia, Cyprus, Malta, Poland, Romania, Slovakia, Slovenia 24.90 €
Europe IV Guernsey, Liechtenstein, Monaco, Norway, San Marino, Switzerland 24.90 €
Europe V Albania, Jersey, Faroe Islands, Bosnia and Herzegovina, Belarus, Greenland, Croatia, Iceland, Serbia, Moldova, Macedonia, Turkey, Ukraine 39.90 €
USA and Chile USA and Chile 29.90 €
LATAM and others Rest of Latam, Morocco, Algeria, Israel, Egypt, Hong Kong, Singapur, Taiwan 39.90 €
Russia, Australia and ROW Russia, Australia and Rest of the World 49.90 €

Order over 100 euros

Europe I France, United Kingdom, Italy FREE
Europe II Austria, Belgium, Czech Republic, Germany, Denmark, Finland, Greece, Ireland, Luxembourg, Netherlands, Sweden FREE
Europe III Bulgaria, Hungary, Latvia, Lithuania, Estonia, Cyprus, Malta, Poland, Romania, Slovakia, Slovenia FREE
Europe IV Guernsey, Liechtenstein, Monaco, Norway, San Marino, Switzerland 24.90 €
Europe V Albania, Jersey, Faroe Islands, Bosnia and Herzegovina, Belarus, Greenland, Croatia, Iceland, Serbia, Moldova, Macedonia, Turkey, Ukraine 39.90 €
USA and Chile USA and Chile 29.90 €
LATAM and others Rest of Latam, Morocco, Algeria, Israel, Egypt, Hong Kong, Singapur, Taiwan 39.90 €
Russia, Australia and ROW Russia, Australia and Rest of the World 49.90 €

Shipping costs 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)

The easiest way to exchange an item is at an El Ganso store, excluding our concessions in department stores and El Ganso Outlet, along with the order confirmation. You can exchange your items for another size, another item or request a credit note for the item amount (with no expiry) in-store. You can also exchange your item through the online store by sending an email (responding to the e-receipt or writing to atencioncliente@elganso.com indicating your order number). You can exchange your item for another size or an item of the same price. We will send a courier with your replacement item, who will collect the unwanted item. The first exchange is free of charge. The item must retain all tags and be unused.

(within 30 days of receipt of the order)

In-store: You can obtain a refund in our stores, except for concessions in department stores and El Ganso Outlets, by presenting the order confirmation email printout or in electronic format. You can request a credit note, with no expiry date, 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 7 working days to confirm the refund of the item(s).

Online: Send the items in their original packaging to the address below. Please remember that the cost of returns is borne by the customer.

El Ganso
C/ Impresores 14
Boadilla del Monte, 28660
Madrid, Spain.
ATT: ONLINE RETURNS

Indicate your full name and the order number inside the package. Send us an email to atencioncliente@elganso.com indicating the courier used and tracking number.

The returns and exchanges policy may be applied provided the item is not damaged or soiled, the product is unused and the returned items retain their original tags.