Frequently Asked Questions



How can I get in touch if I have any queries?

You can do it by chat, phone, mail or even through our social media channels Instagram and Facebook:

  • Phone: +34 917 325 958, Monday to Friday from 9:30h to 15:30h
  • Chat: from Monday to Friday from 12:00h to 14:00h



Can I pay cash on delivery or by bank transfer?

At the moment it is only possible to pay by credit card (Visa, Mastercard), Paypal, Bizum, Apple Pay and Amazon Pay.



When will my order arrive?

All orders are sent through Correos Express or SEUR. Once the order has been sent, a maximum delivery time of 2 and 7 days is estimated.



I have received my order, but I am missing a part

If your order contains more than one item, it may come from different warehouses and you will receive it in several deliveries. If after 5 days from the date of the first delivery you do not receive the second, 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, guaranteeing their security and instantaneity.



How can I return an item?

For Alma en Pena your satisfaction comes first. In the event that upon receiving your order you change your mind or simply do not convince you, you have a period of 30 business days, counting from the date of receipt.

You can change it for another size or color, or make an exchange for another item, as long as the product has not been used, damaged and is in perfect condition.

To consult more in depth the conditions of shipments and returns, visit our section Shipping and Returns.



Is the return borne by the customer?

In the home collections, € 6 per item returned at the time of the refund will be deducted from the total amount of the order. We send a home delivery carrier to pick up your package so you don't have to worry about transportation.

If you make a subsequent purchase, that is, an exchange of one item for another, the return is then free at home collection.

The return is free in our physical store at Calle Ayala 34 in Madrid.

In the orders of the Canary Islands and the UK the transport for the return is entirely borne by the customer. Upon arrival at the warehouse the full amount of the item would 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 you only need to specify your email address.



Can I request an invoice?

Yes. To obtain your invoice, please write to us at atencioncliente@almaenpena.es.



How does the payment with Paga Después - Pay After SeQura work?

Place your order and pay 7 days later at no additional cost.

Your card details may be requested for security reasons. Not to charge you at the time, but to make the automatic collection 7 days after shipment, when you have had time to check it.

If you have doubts, solve them here.



How does payment work with  Divide tu Pago en 3 - Divide your Payment in 3 by SeQura?

Divide the payment of your order into 3 times, without interest, only with a single additional cost for opening of € 2.95 for orders of an amount equal to or less than € 100 and 2.95% for orders over € 100. The rest of the deadlines do not have any associated cost.

For example, if you choose to pay for an order of € 100 in 3 months, you would pay € 33.33 at the time of purchase (+ opening cost € 2.95) and another € 33.33 the following two months. The monthly charge is automatic on your card. Always on the same day of the month you made the purchase. If that day is not the best for you, you can modify it at no extra cost. That's how easy and fast it is to divide your payment with SeQura into 3.

If you have doubts, solve them here.



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