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FAQ

FAQ

 

How long does it usually take for shipments of online purchases to arrive?

 

All our shipments are prepared the day after they are made and are collected the day after. Normally we use express shipments that take between 24 hours and 48 working hours from their collection by the courier service. So you can expect to have your order within 72 hours of making the purchase.

 

Can I collect my order online at your store?

 

Yes, for this you must select the option "Collection" on the payment screen, when you get to the shipping section.

 

You will receive a confirmation email when your order is ready to collect. Normally it will take a few hours to prepare it and at most it will be ready to collect the next day, in our normal opening hours.

 

How long do I have to make changes or returns?

 

The deadline for processing returns is 15 calendar days from the date of purchase. To request a return you must fill out the withdrawal form, which you will find in the following link, and send it to the following email address: Fernando@fernandodecarcer.com

 

To make changes there is also a period of 15 calendar days from the date of purchase. To process a change you just have to send us an email to the same address and indicate your order number and the garment for which you would like to make the change. Once we confirm that we have available stock of the garment you want, we will send you a confirmation email.

 

How do I return an item from an online order?

 

  1. You can personally deposit the garment you wish to exchange or return at our store on Calle Villalar 3 in Madrid.

 

  1. You can send it by hiring the courier service yourself, sending the garment to the following address:

 

Att: Pablo Fuster
Villalar Street, 3
Local - Fernando de Cárcer
28001 Madrid - Spain

 

  1. You can ask us to process the collection by paying the cost of shipping the product. Depending on the place from which you send it, the cost will be the one indicated in this table:

From

Cost of product collected by Fernando de Cárcer

Store Delivery

Free

Peninsula

5€

Balearics

8€

Canary Islands

50€

Portugal

8€

UE

26€

United Kingdom

48€

Switzerland

55€

U.S.

65€

Asia

90€

Australia

90€

 

 

If you decide that we are the one who processes the shipment, in the case of a return, the amount of the shipment will be deducted from the amount to be reimbursed. In the case of change, you must pay the difference by means of transfer.

 

Keep in mind that all the management of the return or exchange will be done through email. If you decide to personally deposit the product in our store, you will not be reimbursed from there. For this you must request it by email fernando@fernandodecarcer.com

 

What is the term for the refund of the amount of the return of an online purchase?

 

We will refund the amount of your return as soon as we receive it in our warehouse and we verify that the condition of the garments is correct. It is usually a matter of hours, but at most it will take 1 or 2 days, and we will notify you by e-mail that we have done it.

 

The return will be made to the same payment method used for the purchase.

 

What can I do if the item I receive is defective?

 

In the event that, exceptionally, you have received an item that is defective or that does not meet the specified requirements, please contact us within 15 days of becoming aware of it, through the email address fernando@fernandodecarcer.com

 

Fernando de Cárcer will proceed, as appropriate, to the repair, replacement, price reduction or termination of the contract. You will not incur any expense to make the return, if that is the case, since the cost of collecting the product will be borne by us, which, once the defect or tare has been verified, will pay you 100% of the amount paid in the purchase including shipping costs if you paid them

 

Exchange or return of items purchased in a physical store?

You can check the term and conditions for exchanges and returns on your purchase receipt from the physical store.

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Express Shipping

* Express shipments in 48 hours (2 working days) in orders for the Peninsula. Free for purchases over € 150.

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