Exchange and Return Policy
At thedesire-shop.es we want our customers to be satisfied with the products they buy. Therefore, if you are not convinced, we offer a period of 30 calendar days for size changes or returns. Exchanges cannot be made for another article, only for size.
In thedesire-shop.com for hygiene reasons and to guarantee that it has not been used, we do not accept changes in jewellery or costume jewellery and in those articles in which it can be indicated in its description.
Personalised products and gift cards will not be returned.
The Silvia Fernandez by Cristina Cerqueiras collection is non-returnable as all items are made to order. You will have 48h. from the arrival of the order for a size change.
Factors to be taken into account:
- Any product that you wish to exchange or return must be returned with the original packaging (shoebox, glasses case, etc.) and labelling in the best possible condition, suitably packaged and protected. If the conditions are not met and there are stains, rips or tears, they will not be accepted by thedesireshop.es. Shoes must be returned in their original box and protections. You can use as outer packaging any type of bag, box, etc, in which the shipment is correct. Cosmetic products cannot be returned once the seal has been opened and removed.
- After the increase of cases, The desire shop wants to guarantee the correct use of the garments, so we will not accept returns of garments or footwear that has been used beyond being able to try it as it would be done in a physical shop. We will not accept returns of garments that have been worn, washed or manipulated such as cutting labels or security seals.
- If the return is made for defects in the product or error on our part, the costs will be borne by thedesire-shop.com. We will pick up the 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]
- If your order arrives outside the 30 calendar days for returns and exchanges, it will not be accepted by The desire shop. It is important that you make sure that the whole process is carried out correctly.
- Once we have verified the product, the refund of your order will be made within a maximum period of 10 working days (l-v), using the same payment method. In the event that it cannot be made by the same method of payment associated with the purchase due to a customer modification (e.g. card cancellation, account modification, etc.), it will be made in the form of a voucher.
*For orders to the Canary Islands, Ceuta, Melilla or countries outside Spain, returns are only possible at the customer's expense, in any case size changes. The desire shop will not be responsible for customs or similar.
*Download The Desire Shop return form.
*Gift cards are non-returnable.
*The customer will be responsible at all times that the shipment is carried out correctly until it arrives at our warehouse.
Unusual practices:
- We want to offer the best possible experience on our website and with our garments. If we detect an incorrect use of your purchases and returns, bad faith actions, such as returns more common than a normal purchase process, use of garments and subsequent return or alteration of garments intentionally, we will proceed to the cancellation of your customer account. If you believe that this has been your case and that we have deactivated your account by mistake, please contact our customer service so that we can help you.
YOU HAVE A CUSTOMER ACCOUNT:
How do I change my size?
- Size exchanges are free of charge (subject to stock availability), and can only be made for a different size, never for a different item or colour, as this will be considered a return. The desire shop will not be responsible for the return if it is not possible to change the size.
- Log into your customer account in the orders and returns section, access your order and request a size change. You will be able to check at the moment if your size is available and will be reserved when you select it or if, on the contrary, the size does not appear, it is no longer available. If you request an exchange but there is no size available, it will be considered a return and will be processed in this way.
- Request the method of collection (at home or MRW branch) and in 24-48 working hours you will see it managed (the size change will be free of charge). Check your mailboxes, including spam, we will send you the confirmation with all the instructions to make your return correctly (in the return status section you can see the status of your return, from pending approval when you request it to completed).
- You will receive an email from MRW in which you must set the day of collection and time slot. You can also choose to drop it off at a nearby branch office. At the end of the process you will get the shipping label that you must print and stick on the outside of the package.
- We will collect the product you wish to exchange, once it arrives at our warehouse and we check that it is in perfect condition, we will process the new shipment (Maximum delivery time 10 working days)
- The day of collection or delivery in delegation, will be respected by the customer, if you are not at the address or do not have the package ready on the established day, you will lose the possibility of being able to make the change.
- You can only make one free size exchange per order.
- In the event that you need to return an article for which an exchange has already been processed, you have 7 working days from receipt of the new article to return it.
*The customer will be responsible at all times that the shipment is carried out correctly until it arrives at our warehouse.
How to make a return?
- Log in to your account and request a refund in the orders and returns section.
- Request the easiest shipping method for you and in 24-48 working hours you will see the return managed. Check your mailboxes, including spam, we will send you the confirmation with all the instructions to make your return correctly (in the return status section you will see the status of your return, from pending approval when you request it to completed).
Here are the options you will see below:
- Easy return: MRW will collect your order without the need for you to travel or if your schedule is complicated, you can also leave it at the nearest MRW branch. The cost of this collection will be €3.95 (mainland Spain), €5.95 (Balearic Islands), which will be deducted from the amount of your refund once we make the return (*the shipping costs of your order are not refundable). This easy 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. *The day of collection or delivery in delegation, will be respected by the customer, if you are not at the address or do not have the package ready on the established day, you will lose the possibility of being able to make the return by this method.
- You will receive an email from MRW in which you must set the day of collection and time slot. You can also choose to drop it off at a nearby branch office. At the end of the process you will get the shipping label that you must print and stick on the outside of the package.
- Cover the return form that we deliver with your order and insert it inside the package. Do not stick it on the outside of the package. If you don't have it, you can download it by clicking (here).
- When it physically reaches us, we will check that everything is correct and we will refund the amount of the items purchased, within a maximum period of 10 working days (only the amount of the item will be refunded, never the shipping and return costs). In case of not being able to be made by the same method of payment associated with the purchase by customer modification (eg cancellation of card, account modification, etc.) will be made in the form of a voucher.
- In the event that you need to return an item for which an exchange has already been processed, you have 7 working days from receipt of the new item to request a refund.
- Return at your own expense: you can send the goods by the transport agency of your choice (Correos, MRW, Seur, etc...), in this case the customer is responsible for the shipping costs. The desire shop will not be responsible for postage due shipments. The customer will be responsible at all times for the arrival of the shipment at our warehouse.
The address to which you have to send your return is as follows:
RETURN ADDRESS:
THE DESIRE SHOP
Avenida de Barraña, 55 bajo
15930 - Boiro
A Coruña
Returns department.
In the following timetable:
Monday to Thursday from 10:00 to 13:00 and from 15:00 to 18:00.
Friday: 10:00 to 15:00.
From 1 July to 31 August: Monday to Friday from 10:00 to 15:00.
- Cover the return slip that we provide with your order and put it inside the package. Do not stick it on the outside of the package. If you don't have it, you can download it by clicking (here).
- When it physically reaches us, we will check that everything is correct and we will refund the amount of the items purchased, within a maximum period of 10 working days (only the amount of the item will be refunded, never the shipping and return costs). In case of not being able to be made by the same method of payment associated with the purchase by customer modification (eg cancellation of card, account modification, etc.) will be made in the form of a voucher.
- In the event that you need to return an item for which an exchange has already been processed, you have 7 working days from receipt of the new item to request a refund.
*The customer will be responsible at all times that the shipment is carried out correctly until it arrives at our warehouse.
*For orders to the Canary Islands, Ceuta, Melilla or countries outside Spain, returns are only possible at the customer's expense, in no case changes of size. The desire shop will not be responsible for customs or similar.
YOU HAVE PLACED YOUR ORDER AS A GUEST:
How do I change my size?
- Size exchanges are free of charge (subject to stock availability), and can only be made for a different size, never for a different item or colour, as this will be considered a return. The desire shop will not be responsible for the return if it is not possible to change the size.
- Write us an email to [email protected] or through our customer service contact form, with your order number and the item you wish to exchange. We will then contact you by email to explain the process (if you think you haven't received our email, please check your Spam folder). In 24-48 working hours, you will see your answer, it is not immediate.
- You will receive an email from MRW in which you must set the day of collection and time slot. You can also choose to drop it off at a nearby branch office. At the end of the process you will get the shipping label that you must print and paste on the outside of the package. (This day will be respected by the customer, if you are not at the address or do not have the package ready at the established time, you will lose the possibility of being able to make the change).
- We will collect the product you wish to exchange, once it arrives at our warehouse and we check that it is in perfect condition, we will process the new shipment (Maximum delivery time 10 working days)
- You can only make one free size exchange per order.
- In the event that you need to return an item for which an exchange has already been processed, you have 7 working days from receipt of the new item to return it.
*The customer will be responsible at all times that the shipment is carried out correctly until it arrives at our warehouse.
How to make an easy return?
- Write to us via our contact form or email to [email protected] with your order number and items to be returned requesting this type of return. In 24-48 working hours you will see it managed. Check your mailboxes, including spam, we will send you the confirmation with all the instructions to make your return correctly.
- The cost of this collection will be 3,95€ (mainland Spain), 5,95€ (Balearic Islands), which will be deducted from the amount of your refund once we make the return (*the shipping costs of your order are not refundable).
- You will receive an email from MRW where you must set the day of collection and time slot. You can also choose to drop it off at a nearby branch. At the end of the process you will get the shipping label that you must print and paste on the outside of the package. (This day will be respected by the customer, if you are not at the address or do not have the package ready at the established time, you will lose the possibility of being able to make the exchange.
- Cover the return form that we deliver with your order and insert it inside the package. Do not stick it on the outside of the package. If you don't have it, you can download it by clicking (here).
- When it physically reaches us, we will check that everything is correct and we will refund the amount of the items purchased, within a maximum period of 10 working days (only the amount of the item will be refunded, never the shipping and return costs). In case of not being able to be made by the same method of payment associated with the purchase by customer modification (eg cancellation of card, account modification, etc.) will be made in the form of a voucher.
- This easy 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.
- In the event that you need to return an item for which an exchange has already been processed, you have 7 working days from receipt of the new item to request a refund.
*The customer will be responsible at all times that the shipment is made correctly until it arrives at our warehouse.
How to make a return on your own?
- Write to us via our contact form or email us at [email protected] your order number and items to be returned. Tell us directly that you will make the return at your own expense.
- Cover the return form that we deliver with your order and insert it in the package. Do not stick it on the outside of the package. If you do not have it, you can download it by clicking (here).
- Make the shipment 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 postage due shipments. The customer will be responsible at all times for the arrival of the shipment at our warehouse.
- When it arrives physically, we will check that everything is correct and we will refund the amount of the purchased items, within a maximum period of 10 working days (only the amount of the article will be refunded, never the shipping and return costs). In case of not being able to be made by the same method of payment associated with the purchase by customer modification (eg card cancellation, account modification, etc.) will be made in the form of a voucher. *Due to the current COVID-10 situation, this deadline may be affected.
- The address to which you have to send your return is as follows:
RETURN ADDRESS:
THE DESIRE SHOP
Avenida de Barraña, 55 bajo
15930 - Boiro
A Coruña
Returns department.
At the following times:
Monday to Thursday from 10:00 to 13:00 and from 15:00 to 18:00.
Friday: 10:00 to 15:00.
From 1 July to 31 August: Monday to Friday from 10:00 to 15:00.
*For orders to the Canary Islands, Ceuta, Melilla or countries outside Spain, returns are only possible at the customer's expense, in no case changes of size. The desire shop will not be responsible for customs or similar.
*The customer will be responsible at all times that the shipment is done correctly until the arrival at our warehouse.
Download The Desire Shop return form.
*Gift cards are non-refundable
RETURN TO A PHYSICAL SHOP:
- You can return your online purchase in a physical shop as long as it is within the established deadline.
- Identify your order with the purchase confirmation or invoice.
- Deposit the garments in shop with the correct return form with all your details.
- The refund will be made by the same method of payment by which you placed your order within a maximum of 10 working days. In the event that the refund cannot be made by the same payment method associated with the purchase due to a customer modification (e.g. card cancellation, account modification, etc.), it will be made in the form of a voucher.
- If you need to change your size, you can do so directly in the shop if the size is available.
YOU HAVE A GIFT VOUCHER:
They love you very much but they didn't get your taste or your size right? Don't worry, write to us at [email protected] with the details on your gift voucher. You will be able to return your gift without any problem following the same return methods as a guest customer.
- When it physically reaches us, we will check that everything is correct and we will provide you with a voucher for the amount of the returned items, within a maximum period of 10 working days (the voucher will only be issued for the amount of the item, never for the shipping and/or return costs).
Right of withdrawal
In accordance with the provisions of Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users, we inform you that you may exercise the right of withdrawal from the contract of sale. You may make use of this right within 14 calendar days from the day on which you receive the order at your home address, and without the need for any justification whatsoever. The right of cancellation is exempted in those cases in which the products purchased are personalised, costume jewellery, gift cards and other accessories that cannot be returned for reasons of hygiene.
In order to exercise this right, you must expressly inform us of your decision to withdraw. To do this you can send a notice to THE DESIRE SHOP, at the address Avenida de Barraña, nº 55, bajo 15930 Boiro (A Coruña), or send an email to [email protected]. In this communication you must indicate in a clear and specific way that you are exercising your right of withdrawal. If you wish, and in order to facilitate this communication, you may use the model withdrawal form that we make available to you. You may fill in this form and send it by the means indicated above. You will be deemed to have exercised your right of withdrawal within 14 calendar days provided that your communication is sent before the expiry of this period.
If you choose to withdraw, we will refund all payments you have made, including the cost of delivery to the initial delivery address. Excluded from this refund are any additional delivery costs arising from a delivery method other than the least expensive delivery method offered by the company. Notwithstanding the foregoing, the consumer and user shall be responsible for the direct return of the products, having to assume the management and contracting of the shipment as well as the payment of the shipping costs.
The refund of the amounts paid by the customer shall be made no later than 14 calendar days from the date on which we are informed of the decision to withdraw from the contract. The refund will be made by the same means used to make the purchase. The company reserves the right to withhold the refund until it has received the products, or until the customer proves that the products have been returned, whichever of these two conditions is met first.
Finally, we inform you that you as a consumer and user will be responsible for the diminution of the value of the goods resulting from handling other than that necessary to establish the nature, characteristics and functioning of the products purchased. Likewise, we inform you that the company will not make any refund in cases where the product is damaged, is not in the same condition in which it was delivered or has been used beyond the test to determine the conformity of the product in terms of size and model. In order to carry out this test, we kindly ask you to be careful and diligent in the handling of the articles.
