Have you received your order and would like to return one or more items? At Catchalot, we want you to shop with complete peace of mind. That's why we offer a simple and transparent returns process.
You can request a return through our returns and exchanges portal and choose the available return method that best suits your needs.
Do you need a different size or would you prefer another model or colour? Remember that your first exchange is free of charge, subject to the conditions of our policy.
Important information
- You have 30 days from the date your order is dispatched, when its status changes to "Shipped", to request a return under our commercial policy.
- Returns handed in at a Catchalot physical store are free of charge.
- Domestic returns made through a drop-off point incur a €4.95 fee, which will be deducted from your refund.
- International returns incur a shipping cost. You can arrange your return through our portal or send the item to our headquarters using your own carrier.
- Items must be returned unused, with their original packaging, labels and accessories.
- Returns of sprays, creams, insoles or socks are not accepted, except where required by law.
- Once we receive and approve the returned item, we will process your refund as soon as possible, in accordance with the conditions explained below.
How do I request a return?
To request a return, 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 return.
Step 3. Select the return option and choose your preferred available drop-off method.
Step 4. Review the conditions and any applicable return costs, confirm your request and follow the return instructions provided by the portal.
If you decide during the process that you would prefer to exchange your item rather than return it, you can check the available size, model or colour exchange options in our portal. Remember that your first exchange is free of charge, although price differences may apply and, for international orders, you will be responsible for the cost of returning the original item.
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 choose between the following return methods available through our portal:
Option 1. Free return to a Catchalot physical store
Returns handed in at any of our physical stores are completely free of charge. The €4.95 return fee will not apply.
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.
Please remember that our stores do not process returns directly. You must submit your request through the portal before handing in your parcel.
Option 2. Return via a drop-off point
You can also return your parcel through one of the available drop-off points shown in our returns and exchanges portal.
This return method incurs a €4.95 fee, which will be deducted from your refund.
Select your preferred drop-off location from those available and follow the instructions for handing in the parcel using the return label or code provided by the portal.
We recommend keeping your proof of drop-off until your return has been processed.
International orders: deliveries outside Spain
If your order was delivered outside Spain, you can request a return. International returns incur a shipping cost, and you have two options for sending the item back to our facilities.
Option 1. Arrange your return through our portal
Access our returns and exchanges portal, locate your order and select the return option.
The portal will display the available return methods and automatically calculate the return cost based on the country of origin.
You will be able to check the applicable cost before confirming your request. This ensures that you always see the current return shipping rate, even if prices change.
Once your request has been completed, you must take the parcel to the selected drop-off point from those available in the portal.
Follow the instructions provided to identify your parcel correctly and keep your proof of drop-off.
Option 2. Send the item using your own carrier
You can also send the item using a shipping company of your choice. In this case, you will be responsible for the shipping costs.
Please 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 a clear indication that you are requesting a return.
We recommend choosing a tracked shipping service and keeping your proof of postage until your return has been processed.
If your item is defective, arrived damaged or was sent incorrectly, please contact our Customer Service team before returning it. In confirmed cases for which Catchalot is responsible, we will cover the costs associated with the return.
Return conditions
You have 30 days from the date your order is dispatched, when its status changes to "Shipped", to request a return under our commercial policy.
Returns of sprays, creams, insoles or socks are not accepted, except where required by law.
Products must be returned in the same condition in which they were received: unworn, unwashed, unrepaired, with their original box or packaging, labels and accessories.
Catchalot reserves the right to reject commercial returns requested outside the permitted period or involving items that do not meet these conditions, while respecting all consumer rights recognised under applicable law.
Refund process
The refund will be issued using the same payment method used for the order.
Refunds subject to statutory consumer rights will be processed within the time limits established by applicable law.
For returns under our commercial policy, once we receive and approve the returned item, we will process your refund as soon as possible. This may take up to 15 working days, depending on the payment method and bank processing times.
Return to a physical store: free of charge, with no handling fee deducted.
Domestic return via a drop-off point: €4.95 will be deducted from your refund.
International return: the customer is responsible for the shipping costs associated with the selected return method, except where Catchalot is legally required to cover them.
For card payments, the amount will be refunded to the same card used for the purchase. If you no longer have access to that card, please contact our Customer Service team.
If you notice any error in the refunded amount, please contact us so that we can review it as soon as possible.
Is your item faulty or damaged?
If you have received a defective, damaged or incorrect item, please contact us at [email protected], stating your order reference and attaching photographs that clearly show the issue.
Our quality department will review your case and inform you by email or telephone whether a return, replacement or refund is appropriate.
If it is confirmed that the item is defective, arrived damaged or was sent incorrectly, Catchalot will fully cover the costs associated with the return, and the corresponding amount will be refunded without applying any handling fee.
Do you need help?
If you have any questions about the return 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 or shipment reference in the subject line so that we can locate and process your request more quickly.
