Have you received your order and need a different size? Would you prefer another model or colour? At Catchalot, we want you to find the perfect footwear. That's why your first exchange is free of charge.
You can easily request an exchange for a different size, model or colour through our returns and exchanges portal, subject to stock availability and the conditions explained below.
Important information
- You have 30 days from the date your order is dispatched, when its status changes to "Shipped", to request an exchange under our commercial policy.
- Your first exchange is free of charge, whether you need a different size, model or colour.
- Second and subsequent exchanges incur a charge, which will be displayed during the request process.
- All exchanges are subject to stock availability.
- If you choose an item with a different price, a price difference may apply. The free first exchange does not cover these differences.
- The item must be returned unused, with its original labels, accessories and packaging.
- For international orders, the customer is responsible for the cost of returning the original item to our facilities, even for the first exchange.
How do I request an exchange?
To request an exchange for a different size, model or colour, please access our returns and exchanges portal:
Step 1. Enter the order details requested by the portal.
Step 2. Select the item or items you wish to exchange.
Step 3. Select the exchange option and choose your replacement item, size, model or colour from the available options.
Step 4. Review the conditions of your exchange, confirm your request and follow the return instructions provided by the portal.
Remember that only your first exchange is free of charge. If you need a second or subsequent exchange, the corresponding fee will apply. Any price differences between products will be handled according to the conditions displayed during the process.
Where can I return my parcel?
Once you have completed your request through our portal, you can return your item by following the instructions applicable to the country where your order was delivered.
Orders delivered in Spain
If your order was delivered in Spain, you can use the following return methods available through our portal:
Option 1. Return to a Catchalot physical store
You can hand in your parcel at any of our physical stores, which will act solely as a collection point for the item.
Find your nearest store here: Find a Catchalot store.
You do not need to show or provide your invoice. You only need to show the confirmation or proof of request provided by our returns and exchanges portal.
The store will collect your item and provide you with proof of drop-off.
Option 2. Return via a drop-off point
You can also return your parcel to one of the available drop-off points shown in our returns and exchanges portal.
Select your preferred location and follow the instructions for handing in the parcel using the return label or code provided during the process.
We recommend keeping your proof of drop-off until the exchange has been completed.
Important: our physical stores do not process exchanges directly. You must submit your request through the portal before handing in your parcel. Returning an item to a store does not waive any fees that may apply to second or subsequent exchanges.
International orders: deliveries outside Spain
If your order was delivered outside Spain, you can request an exchange for a different size, model or colour. Your first exchange is free of charge, but you are responsible for the shipping costs of returning the original item to our facilities.
You have two options for sending back the item you wish to exchange:
Option 1. Arrange the return through our portal
Access our returns and exchanges portal, locate your order and request an exchange.
The portal will display the available return shipping options and automatically calculate the applicable cost based on the country of origin before you confirm your request.
Once your request is complete, you must take your parcel to the selected drop-off point from the available locations and follow the instructions provided.
Option 2. Send the item using your own carrier
You may use a shipping company of your choice, at your own expense, and send the parcel to our headquarters:
Catchalot
C/ Albert Einstein, 15
11500 El Puerto de Santa María (Cádiz)
Spain
Please include a note inside the parcel with your order number, full name and details of the requested exchange.
We recommend choosing a tracked shipping service and keeping your proof of postage until the exchange has been processed.
Once we receive and approve the returned item, we will send the replacement product with free shipping for your first exchange, subject to stock availability and any price differences between items. If you request a second or subsequent exchange, the corresponding fees will apply.
Exchange conditions
You may request an exchange for a different size, model or colour, provided that the requested item is available.
Your first exchange is free of charge. Second and subsequent exchanges incur a charge. Any price differences between items are not included in the free first exchange.
Exchanges of sprays, creams, insoles or socks are not accepted, except where required by law.
Items must be returned unworn, unwashed, unrepaired, with their original box or packaging, labels and accessories.
If the requested item is not available, you may request a return in accordance with our returns policy or contact Customer Service to discuss alternative options.
Our commercial exchange period of 30 days from dispatch applies without prejudice to the consumer rights recognised under applicable law.
Have you received a faulty or incorrect item?
If you have received a defective, damaged or incorrect item, please contact us at [email protected], providing your order number and photographs clearly showing the issue.
Our team will review your case and let you know how to proceed. If a defect or error attributable to Catchalot is confirmed, we will cover the applicable costs.
Do you need help?
If you have any questions about the exchange process, please contact us using the details below:
Email: [email protected]
Telephone: +34 638 13 60 45
If you contact us by email, we recommend including your order reference in the subject line so that we can locate and process your request more quickly.
