FACTORS TO TAKE INTO ACCOUNT
RETURN NOT ALLOWED
• For reasons of hygiene and to ensure that it has not been used, we do not accept exchanges on jewelry or costume jewelry and on those items that may be indicated in their description. Personalized products and gift cards will not accept returns either.
• The Silvia Fernandez collection by Cristina Cerqueiras does not accept returns since all its items are made to order. You will have 48 hours. from the arrival of the order for a size change.
• After the increase in cases, The Desire Shop wants to guarantee the correct use of the garments, so returns of garments or footwear that have been used beyond being able to try them on as would be done in a physical store will not be accepted. Returns will not be accepted for garments that have been worn, washed or manipulated such as cutting labels or security seals for use.
• If your order arrives outside the 30 calendar day period for exchanges and returns, it will not be accepted by The Desire Shop. It is important that you ensure that the entire process is carried out correctly.
SHIPPING AND CONSERVATION OF GARMENTS
• If the return is made due to defects in the product or error on our part, the costs will be borne by The Desire Shop. We will be the ones to pick up your order at the address you indicate. To claim a product that has arrived defective, it must be done immediately upon arrival of the shipment. Write to us at [email protected]
• Any product that you want to exchange or return must be done with the original packaging (shoe box, glasses case, etc.) and labeling in the best possible conditions, conveniently packaged and protected. The shoes must be returned in their original box and protections. You can use any type of bag, box, etc., in which the shipment is correct, as outer packaging.
• If the conditions are not met and there are stains, rips or tears, they will not be accepted by thedesire-shop.com.
• The client will be responsible at all times for the shipment to be carried out correctly until it arrives at our warehouse.
• For orders to the Canary Islands, Ceuta, Melilla or countries outside of Spain, returns are only possible at the customer's expense, in no case size changes. The Desire Shop will not be responsible for customs or similar.
WHEN WILL I RECEIVE MY REFUND?
Once we have verified the product, the refund of your order will be made within a maximum period of 10 business days (Monday to Friday), using the same payment method. If it cannot be made using the same payment method associated with the purchase due to customer modification (e.g. card cancellation, account modification, etc.), it will be made in the form of a purchase voucher.
UNUSUAL PRACTICES
We want to offer the best possible experience on our website and with our garments. If we detect incorrect use of your purchases and returns, actions of bad faith, such as returns that are more common in a normal purchasing process, use of garments and subsequent return or alteration of garments intentionally, we will proceed to cancel your account. customer.
If you believe this is your case and that we have deactivated your account by mistake, please contact our customer service so we can help you.
HOW TO MAKE A RETURN?
If you have a customer account, log in to your account and request the return in the orders and returns section. Select the item(s) to return and the shipping method that is easiest for you.
If you do NOT have a customer account, write us an email to [email protected] or through our customer service contact form, with your order number and item you wish to exchange. Next, we will contact you by email to explain the process within a maximum period of 24-48 business hours. Check your mailboxes :)
In both cases you have the following types of returns:
HOME/POINT PICKUP
MRW will collect your order without you having to travel. If your schedule is complicated, you can also drop it off at the nearest MRW branch.
• The cost of the return will be €3.95 (Peninsula), €5.95 (Balearic Islands) whether the collection is at home or at the MRW branch. This amount will be deducted from the amount of your refund once we make the return. The shipping costs of your order are not refundable.
• This return process is only available for one shipment per order. If you have already made an exchange or return of any of the items in an order, this process would no longer be available and you would have to manage the return yourself.
• For orders to the Canary Islands, Ceuta, Melilla or countries outside of Spain, returns are only possible at the customer's expense.
HOW TO MAKE A HOME/POINT PICKUP?
1. If you select Home/Point Collection, you will receive an email from MRW where you must set the collection day and time slot or you can also choose to deposit it at a nearby branch.
2. Don't forget to cover the return form and insert it INSIDE the package. You can download it by clicking (here).
3. At the end of the process you will obtain the shipping label that you must print and stick on the outside of the package. If you don't have a printer, they will pick it up anyway, but identify it with your information to avoid shipping errors.
4. When it physically arrives to us, we will check that everything is correct and we will refund the amount of the items purchased, within a maximum period of 10 business days. Only the amount of the item will be refunded, never the shipping and return costs.
RETURN ON YOUR OWN
Send through the transport agency of your choice (Correos, MRW, Seur, etc.), in this case the customer is the one who assumes the shipping costs. The Desire Shop will not be responsible for freight collect shipments.
HOW TO MAKE A RETURN ON YOUR OWN?
1. Cover the return sheet and insert it inside the package. Do not stick it on the outside of the package. You can download it by clicking (here).
2. Send through the transport agency of your choice (Correos, MRW, Seur, etc.).
3. The address to which you have to send your return is the following:
THE DESIRE SHOP
Avenida de Barraña, 55 Bajo 15930 – Boiro A Coruña
Returns Department
SCHEDULE
Monday to Thursday from 10:00 a.m. to 1:00 p.m. and from 3:00 p.m. to 5:30 p.m.
Friday from 10:00 a.m. to 3:00 p.m.
July 1 to August 31, Monday to Friday from 10:00 a.m. to 3:00 p.m.
HOW TO MAKE A SIZE CHANGE?
• The size change is completely free (as long as there is stock available), it can only be made for another size, never for a different item or color, this will be considered a return.
• The Desire Shop will not be responsible for returns if size exchange is not possible. If you request an exchange, but there is no size, it will be considered a return and will be processed this way.
• You can only make one free size change per order.
• If you need to return an item for which an exchange has already been processed, you have 7 business days from when you receive the new item to make its return.
• The client will be responsible at all times for the shipment to be carried out correctly until it arrives at our warehouse.
If you have doubts or cannot carry out the process, write to us at: [email protected]
IF I DO NOT HAVE A CUSTOMER ACCOUNT
Write us an email at [email protected] or through our customer service contact form, with your order number and item you wish to exchange. Next, we will contact you by email to explain the process within a maximum period of 24-48 business hours. Check your mailboxes :)
IF I HAVE A CUSTOMER ACCOUNT
1. Enter your customer account in the orders and returns section, access your order and request a size change. You can check at the moment if your size is available and will already be reserved when selecting it or if otherwise, the size is not listed, it is no longer available.
2. If the size change has been registered correctly, we will send your new size within a maximum period of 24-48 business hours.
3. They will pick you up at the delivery of the new size, the garment to be returned. You just have to have it properly packaged for shipping.
RETURN IN PHYSICAL STORE
• You can return your online purchase in a physical store as long as it is within the established period.
• Identify your order with the purchase confirmation or invoice.
• Deposit the garments in the store with the correct return form with all your information.
• The refund of the amount will be made by the same payment method through which you placed your order within a maximum period of 10 business days. If it cannot be made using the same payment method associated with the purchase due to customer modification (e.g. card cancellation, account modification, etc.), it will be made in the form of a purchase voucher.
• If you need to make a size change, you can do it directly in the store if it is available.
