Shipping and returns

2. Return & withdrawal 

Consumers who purchase via the Internet have the rights granted by the European regulation for online shopping.

You can cancel your purchase online within 14 days, counting from the receipt of the product. To exercise your right, download this form, fill it in and send it to atencioncliente@almaenpena.es by email, or to Calle Cabo Norfeo nº 1, 28290 Las Rozas de Madrid, Madrid, by ordinary mail.

To make a return you must follow the following process:

1. You have a maximum period of 14 days from the delivery of the order to make the return.

2. You must send an email to atencioncliente@almaenpena.es, with the following details:

- Order numbers (they appear in the emails that we have sent to you when after the purchase).

- Indicate the product you want to return, in case there are several within that order.

- Reason for change.

3. Put the product back in its original box and wrap it before collection by the carrier.

In the Website we offer you two situations for your possible returns:

- Situation 1. If you are not 100% satisfied with your purchase.

For only €6 per article (VAT Included), we will send a MESSENGER to collect your order, so you do not have to travel to make the return, and we will proceed to refund the amount of the item subject to the return minus the cost of return.

- Situation 2. Error in shipping or product quality problems.

If this is your case, it is imperative that you send an email with photos of the tare, or problem of the shoe to
atencioncliente@almaenpena.es.
In this case the return will have no cost associated with any, and the customer can decide whether to receive the correct product or cancel your order and receive 100% of the amount of your purchase.

The refund of the amount, discounted the expenses where appropriate, will be made within a period of no more than 7 business days. The refund will be made througj the same means of payment used by the client for the initial transaction.

In case of withdrawal, the refund will be made through the same means of payment used by the customer for the initial transaction, and never after 14 calendar days after the consumer expresses his desire to exercise the right of withdrawal in accordance with article 107.1 RDL1 / 2007.

For health and hygiene reasons, we do not accept returns of costume jewelery.

3. Change

To request a product change, the customer must contact customer service within 14 calendar days after receiving the order.

For reasons of health and hygiene, products that have been unsealed or used after delivery will not be accepted, so they must be in perfect condition and under the same conditions in which they were received.

To manage any exchange of products purchased in the Website the customer must contact our Customer Service by email: atencioncliente@almaenpena.es or through the telephone +34 917 325 958, whose schedule of attention to the public is of 8.30 to 20.30 on Monday, and 8.30am to 3.30pm from Tuesday to Friday.

The customer must indicate the order number and we will tell you exactly all the steps to follow. We also inform you that we will not accept changes or returns that have not been previously communicated through the indicated channels.

The customer can cancel the order without any charge and without giving any reason, should contact as soon as possible with customer service on the phone: 916658462, or through the following email address: atencioncliente@almaenpena.es.


If the order has not left our stores, we will cancel it without problem, but if the order is already on the way, we will have to wait to receive it back and once confirmed the receipt of the same, the amount of the product will be refunded and return will be carried in the same form of payment used in the purchase.


4. Absence on delivery.


If at the time of delivery you are not at home, do not worry. The courier will try to call you to make a new delivery. If you can not reach the phone that you have provided, you will leave a note on the door or the mailbox. Just follow the instructions of that note step, and you can specify a new delivery with messaging the next day. If you detect any delay in the delivery of your order, do not hesitate to contact us at atencioncliente@almaenpena.es.


If none of the above occurs, this absence will be notified to us as an incident, so almaenpena.es will try to contact you within 24 hours to make a new delivery. This new delivery attempt can be made up to a maximum of 2 times, for free. If we do not get a reply within this time, your order will be returned to the warehouse of origin and we will refund the amount of your order to your card.

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