RETURNS & EXCHANGES

HOW TO RETURN

You have 30 days from the date your order was shipped to return your purchase from oroshop.es. Items must retain all tags and be in perfect condition.

These are the options to return your merchandise:

  • You can return your order for free in store.

    You will only have to present the items you want to return together with the purchase receipt. You can take it on your mobile, printed or show your QR Gold, which you will find by accessing the "Purchases" section in the APP.

    Keep in mind that if you cannot go to the store, the person you choose can do it in your place.

    How can you access your purchase ticket?

    • If you have an account at Oroshop.com, log in with your username and password. In the detail of the order that you want to return, you will have the option to access your electronic receipt.

  • Returns have a cost per request that will be deducted from the amount refunded.

    • If you have made the purchase with registration: You can request the return from the order itself that appears on your account . You can return items from different orders in the same shipment. A carrier will pick up your package at the address you choose in 24-48 hours.

Frequent questions

  • Remember that in case of making a return at home you have to complete the return request. It is not necessary to include the printed ticket. We remind you that these options are only available for online purchases.

  • If you wish to modify or cancel your return request, please contact us so that we can manage it. If you decide not to return any item marked on the application, you will not have to do any management, since only the items received at our facilities will be reimbursed.

  • We remind you that you can return several items from different orders in the same shipment. To do this, select all the items you wish to return regardless of the order to which they belong, and continue the return request process until the end. Remember that during the return request process you must indicate the number of boxes that you will use to introduce and deliver the items you wish to return.

  • If you no longer have the original packaging, you can return your order in any other, as long as it is well sealed to avoid the loss of the items.

  • You will be given an address.

  • Remember that you always have to deliver the items you want to return within 30 days, before the return period expires. In the event that you have requested a collection and it has not been carried out, please contact us so that we can manage a new attempt.

  • The return will be made once we receive the items at our facilities. You will receive the refund in the same form of payment that you used for your purchase. The amount may take up to 14 days to be reflected in your account, depending on your bank .

HOW TO CHANGE

You have 30 days from the shipping date to make an exchange of your oroshop.com purchase. Items must retain all tags and be in perfect condition.

These are the options to change your merchandise:

  • You can change the size or color of your items. Go to a Gold store that has the same section as the item with the purchase receipt.

  • You can change the size of your items by accessing the details of your order. You just have to select the items to change and the size you would like to receive. The chosen items will be sent in a new order and you will have to return those you do not want.

    The term to return the merchandise is 14 days from the request for the change. If after the period we have not received the items involved in the exchange process, the amount of the new items will be charged to the original payment method.

    • The online exchange option will be available for orders made as a registered customer from the standard Web or iOS App.
    • You will not have the option to exchange online for orders that have been paid with: Paypal, Ideal, Bancontact, Diners, P24, Gift Card, Bizum, ApplePay and AndroidPay (some of these payment methods may not be available in your country/region) .
    • The exchange option will not be displayed if the purchased item is one size fits all or is no longer available.
    • The online change will not be available for purchases made with a gift voucher.
    • No more than two change requests can be made simultaneously, but you can include up to a maximum of 5 items in each request.
    • If you wish to modify or cancel your change request, please contact us so that we can manage it.

SPECIAL CONDITIONS

Some of our articles, due to their special characteristics, have to meet the following conditions in order to be returned:

  • Swimwear: must include the hygiene sticker.
  • Underwear:
    • Women: They can be exchanged or returned as long as they are in the same purchase conditions and keep the protective bag or sticker with which we have sent them.
    • Man: undergarments cannot be exchanged or returned.
    • Child: Undergarments cannot be exchanged or returned except for socks, tights, tops, bodysuits and undershirts that keep the original packaging.
  • Accessories: they will have to be returned with their original bag or cardboard intact.
  • Fragrances and candles: They must be returned in the same original packaging, sealed.
  • cosmetics: They must be returned in the same original packaging, sealed.
  • Customizable items: Because they are personalized garments, it will not be possible to make changes or returns of them and also purchases of items with personalized color cannot be cancelled.
  • Packages: Items that are part of a pack cannot be returned separately.
  • Special packaging and additional accessories: Items that are accompanied by special packaging (cloth bags, special boxes, suit carriers...) or contain additional accessories must be returned with them and in their original conditions.

REFUND

Once we have managed the return of your items, we will proceed with the refund.

REFUND OF A STORE PURCHASE

If you have made a return of an item purchased in a store, the refund will be made to the same payment method used in the purchase.

If the refund to the original payment method is not possible, our store staff will indicate an alternative method.

REFUND OF AN ONLINE PURCHASE

When you return an online purchase, you will receive a refund for your order in the same form of payment that you used for the purchase.

Once the return has been made we will send you an email with the confirmation of the same.

If more than 14 days pass and you do not have the refund in your account, please use this confirmation to present it to your bank so that they can help you expedite the process.

Remember: if you have sent us the items to return through our home collection service, the return costs will be deducted from the amount of your refund.