Our stores
1. Shipping
We ship to: Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Spain (mainland, Balearic Islands, and Canary Islands**), Estonia, Finland, France, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, , Monaco, the Netherlands, Portugal (mainland only), the Czech Republic, Romania, the United Kingdom**, and Sweden.
Residents of other countries should write to: atencioncliente@almaenpena.es.
Shipping costs: Shipping to Alma en Pena is always free.
Delivery times: Your order will arrive at the specified address within 2 to 4 business days after you place your order. Saturdays, Sundays, and holidays are not included in the delivery timeframe. National, regional, and local holidays are observed.
During sales or promotional periods, delivery times may be longer than usual. If your order includes multiple items, they may be shipped from different warehouses and delivered in separate shipments.
**The delivery times listed above will be extended for the Canary Islands and the United Kingdom.
Who will deliver my package?
Alma en Pena ships within Spain via CTT Express and SEUR. To the rest of Europe via UPS.
2. Returns
All returns must be in their original packaging. Please try on the shoes on a carpeted surface to avoid marking the soles. If the returned item is damaged, we may refuse to accept the return or exchange.
Return Policy: If you wish to return an item purchased from Alma en Pena, you have 30 calendar days from the delivery date of your order.
Cost: Returns incur a fee of €6 per item (including VAT), which will be deducted from your refund. The credit will be issued via the same payment method used for the purchase within 2 to 7 business days of receiving your package at our warehouses.
How can I return an item?
Sign in to your account , select the "My Orders" option, and choose the order you want to return. Once there, you’ll need to mark the items you want to return and specify the reason for the return.
You have two different return options. Choose the one you prefer and wait for your request to be approved.
- Home pickup: You will receive an email from the shipping company confirming your pickup within 24 to 48 hours.
- Return by post office: once your request has been approved, you will receive an email with an alphanumeric code that you must present at the post office you wish to visit.
If you placed your order as a guest, please email atencioncliente@almaenpena.es to process the return.
*We do not offer home pickup or delivery to a Correos point in the Canary Islands, the United Kingdom, or Portugal.
Defective item
If you have received a defective item, please contact our customer service team by sending an email to atencioncliente@almaenpena.es
In order to provide you with the best solution, we need a photo of the delivered item showing the defect. For defective items, please also send us a photo of the item's label.
Whenever possible, we will try to offer you a replacement for the item.
3 . Changes
Exchanges are free of charge. You have 30 calendar days from the date you receive your order to exchange an item for a different size, style, or color. Simply purchase the item you want and return the item you wish to exchange. To ensure the return is free, your new purchase must be confirmed before the return arrives at our warehouse.
4. Annulments
Alma en Pena reserves the right to cancel any confirmed order or to refuse to accept a confirmed order if any of the following circumstances apply:
- In the event of a technical and/or typographical error that is clear, obvious, and material in the prices or other product information displayed on the website at the time the order is placed.
- Due to the product being out of stock.
- When Alma en Pena was unable to deliver to the address provided by the customer.
** Orders to the Canary Islands and the United Kingdom
Customers placing orders for delivery to the Canary Islands or the United Kingdom are responsible for all fees and taxes associated with the purchase, in accordance with applicable laws. All taxes and customs duties must be paid in full upon receipt of the shipment. For these shipments, the invoice amount in euros will be considered the declared value for customs purposes.
Similarly, in the event of a return, the customer is responsible for paying the applicable taxes and customs duties, in accordance with current legal provisions. For this shipment, the invoice amount in euros will be considered the declared customs value. Return shipping costs will be the customer’s responsibility.
Invoices issued for the Canary Islands are exempt from VAT.
