1. Shipping
We ship to: Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Spain (peninsula, Balearic Islands and Canary Islands**), Estonia, Finland, France, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Monaco, the Netherlands, Portugal (peninsula), the Czech Republic, Romania, the United Kingdom** and Sweden.
Other countries contact: atencioncliente@almaenpena.es.
Shipping cost:
Shipments in Alma en Pena are always free.
Delivery times:
Your purchase will arrive at the provided address between 4 and 7 days after placing the order.
Saturdays, Sundays and holidays are excluded from the delivery times. National, regional and local holidays are respected.
During periods of promotion or sales, delivery times may be extended.
If your order contains more than one article, it is possible that they will be sent from different warehouses and you will receive it in different deliveries.
**The deadlines indicated above will be extended for the Canary Islands and the United Kingdom.
Who will deliver my package?
Alma en Pena ships in Spain through Correos Express and SEUR. In the rest of Europe with UPS.
2. Returns
All returns must be in their original packaging. Please try the shoe on a carpeted surface to avoid any marks on the sole. If the returned item is damaged in any way, acceptance of the return or exchange may be refused.
Deadline: If you wish to return an item purchased at Alma en Pena, you have 30 calendar days from the date of delivery of your order.
Cost: Returns have a cost of 6€ per item (VAT included) which will be deducted from the refund. The refund will be made using the same payment method used for the purchase and within 2-7 working days from the time we receive your package in our warehouses.
How can I return an item?
To make exchanges/returns you have a maximum period of 30 days from the delivery of the order. You must follow the following process:
1. Log in to your account, choose the option "My orders", and select the order to be returned. Once inside you will have to mark the items you wish to return and specify the reason for the return. If you have placed your order as a guest, you must write to atencioncliente@almaenpena.es in order to process the return.
2. You will receive a label in your email with instructions on how to return your item. Put the product back in its original box and wrap it.
Returns have a cost of 6€ per item (VAT included) which will be deducted from the refund. Exchanges are free, you only have to make a new purchase before the return arrives at our warehouse for a full refund.
If there has been an error in the shipment or the article has quality problems, it is essential that you send an email with photos of the defect or problem of the shoe to atencioncliente@almaenpena.es.
The refund will be made within 7 working days of receipt of the item in our warehouse, minus any costs incurred. The refund will be made through the same means of payment used by the customer for the initial transaction.
The items must be in perfect condition and in the same condition in which they were received. Alma en Pena reserves the right to refuse returns after the deadline, if the item is not in the same condition as when it was sent or if it does not meet our return conditions. We will not refund if the product has been used.
*We do not offer home collection or delivery to a post office in the Canary Islands, UK and Portugal.
Faulty or damaged item
If you have received a faulty or defective item, please contact our Customer Service team by sending an email to atencioncliente@almaenpena.es.
In order to offer you the best solution, we need a photo of the delivered item where you can see the defect. For faulty items, please also send us a photo of the item's label.
Whenever possible we will try to offer you a replacement item.
3. Exchanges
You have 30 calendar days after receiving your order to exchange an item for another size, model or color. To do this you must send us an email to atencioncliente@almaenpena.es requesting the return and then make a new purchase (indicating in the email the reference of the new order in case it is made from a different customer account). For the return to be free, the new purchase must be recorded before the return arrives at our warehouse.
4. Cancellations
Alma en Pena reserves the right to cancel any confirmed order, or not to accept a confirmed order when any of the following circumstances occur:
- In case of technical error and / or typographical error of a manifest, evident and obstructive nature in the prices or in the rest of the data of the products contained in the website when the order was placed.
- Due to lack of product availability.
- When Alma en Pena has not been able to make the delivery to the address provided by the customer.
** Orders to the Canary Islands and the United Kingdom
The customer who places an order destined for the Canary Islands or the United Kingdom will assume all the fees and taxes associated with the purchase, in accordance with the legal provisions in force. The amount of taxes and customs duties must be paid in cash upon receipt of the shipment. In these shipments, the amount of the invoice in euros will be taken as the declared value for customs purposes.
Likewise, in case of return, the customer assumes the amount of the corresponding taxes and customs duties, in accordance with the legal provisions in force. In this shipment, the amount of the invoice in euros will be taken as the declared value for customs purposes. The postage of the return shipment will be borne by the customer.
With regard to invoices issued for the Canary Islands, they are exempt from VAT.
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