Our stores
How can I contact you if I have any questions?
You can do this via chat, phone, email, or even through our Instagram and Facebook social media accounts:
- Phone: +34 917 325 958, Monday to Friday from 9:30 a.m. to 3:30 p.m.
- Chat: Monday to Friday from 12:00 p.m. to 2:00 p.m.
Can I pay cash on delivery or by bank transfer?
For the moment, it is only possible to pay by credit card (Visa, Mastercard), PayPal, Bizum, Apple Pay, and Amazon Pay.
In addition, you have the option to defer payment until you receive it by choosing the "SeQura Pay Later" option at no additional cost, or to finance the amount with "SeQura Divide your Payment in 3." For more information, see here.
When will my order arrive?
All orders are shipped via Corres Express or SEUR. Once the order has been shipped, the estimated delivery time is 2 to 7 days.
I received my order, but one item is missing.
If your order contains multiple items, it may come from different warehouses and you may receive it in multiple deliveries. If after 5 days from the date of the first delivery you have not received the second, please contact us at atencioncliente@almaenpena.es.
Is it safe to use my credit card to pay online?
Yes, the data is transmitted in SSL-encrypted form to the payment platform, ensuring its security and immediacy.
How can I return an item?
At Alma en Pena, your satisfaction is our top priority. If, upon receiving your order, you change your mind or are simply not satisfied with it, you have 30 business days from the date of receipt to return it.
You can exchange it for another size or color, or exchange it for another item, provided that the product has not been used, damaged, and is in perfect condition.
For more details on shipping and return conditions, visit our Shipping and Returns section.
Is the return at the customer's expense?
For home pickups, €6 per returned item will be deducted from the total order amount at the time of refund. We will send a carrier to your home to pick up your package so you don't have to worry about transportation.
If you make a subsequent purchase, i.e., exchange one item for another, the return is then free of charge for home pickup.
Returns are free of charge at our physical store located at Calle Ayala 34 in Madrid.
For orders from the Canary Islands and the United Kingdom, return shipping is entirely at the customer's expense. Upon arrival at the warehouse, the total amount of the item will be refunded at no additional cost.
How can I recover my password?
On the login page, you can click on Recover my password. To change your password, simply enter your email address.
Can I request an invoice?
Yes. To obtain your invoice, please write to us at atencioncliente@almaenpena.es.
How does SeQura Pay Later work?
Place your order and pay 7 days later at no extra cost.
Your card details may be requested for security reasons. Not to charge you immediately, but to process the payment automatically 7 days after shipment, once you have had time to check it.
If you have any questions, please resolve them here.
How does payment with SeQura work? Split your payment into 3?
Split the payment for your order into 3 installments, interest-free, with only a one-time additional setup fee of €2.95 for orders equal to or less than €100 and 2.95% for orders over €100. There are no other associated costs.
For example, if you choose to pay for a €100 order in 3 months, you will pay €33.33 at the time of purchase (+ €2.95 setup fee) and an additional €33.33 each of the following two months. The monthly payment is automatically debited from your card. It will always be on the same day of the month that you made the purchase. If this day does not suit you, you can change it at no extra cost. That's how quick and easy it is to split your payment into 3 with SeQura.
If you have any questions, please resolve them here.
