RETURNS & EXCHANGES

Is it possible to change the size or model as well as to return the received order?

If after receiving the purchase you are not satisfied, Pimentón El Caballo de Oros allows its exchange or return within a period of fifteen calendar days from the date of receipt and as long as the item has not been used or damaged. In the case of party bags and handbags, no changes or refunds are allowed. They will only be accepted in the event that the item is defective.

You can request the change of size and color. To change a model for another you must proceed to its return for reimbursement and make a new purchase. All returns must be made in its original packaging, including the invoice inside the box. Once the product has been received in our warehouse, we will verify that it is in good condition and we will proceed to send the new item if you have requested the return for a change or, if applicable, we will make the refund within a period of approximately 15 days. Please try the shoe on a carpeted surface to avoid any marks on the sole. If the returned item presents any defect the acceptance of the return or exchange may be denied.

In the case of products purchased with promotions from third parties or promotional coupons, it will be possible to change the size, color or for a coupon of the same amount valid to purchase only products of the same promotion. This coupon may be exchanged for a maximum period of 15 days. The promotions are not cumulative.

How do I receive the money for my return?

A credit card account credit (in credit card payments), which you can check in the extract of the credit card. The payment settlement date does not depend on us.
If you have paid via Redsys, you will receive the credit in your Redsys account.
If you have paid by bank transfer, we will contact you to request your full account number and make the payment directly to it.
If you have paid cash on delivery, we will make a transfer to your bank account. For this we will ask you the data of the same one to make this entrance correctly.
How do I return?

If you have received your order through OUR MESSAGING, you must follow the following steps:

MARK TICKET: Locate the invoice we sent you with the order and mark the items you want to return.
PACKAGING: Pack in the ORIGINAL OR SIMILAR PACKAGING the items (plastic bags are not allowed) and the invoice along with the change / return sheet.
REQUEST COLLECTION AND DELIVER THE PACKAGE: To request the collection you must enter your customer account and access “Orders made.” Once you have located the order to be returned, click on “Return” and a package pick-up will automatically be requested. In the following hours, the transport company will send you an email to inform you of the collection date.
TRANSPORTATION AND COLLECTION: Carry out the delivery to the carrier of the package correctly packed.
RECEIVING REFUND: Once the product is received in our warehouse, we will review the merchandise and you will receive an email with the acceptance of the return / exchange in the case that everything is correct. In the following 15 days you will receive the amount of your return or, in the case that you have requested a change, the new product within 2 to 3 working days from when we receive the item returned in the warehouse.
In the orders served to the Canary Islands, Ceuta and Melilla the returns will be made through Correos. In this case, all fees and taxes associated with the shipment are borne by the buyer in accordance with the legal provisions in force. In these shipments the invoice amount in euros will be taken as declared value for customs purposes.