If you have received your order and wish to return one or more items, Catchalot allows you to process your return easily.
The conditions and procedure depend on the country where your order was delivered and, for returns within Spain, on the return method you choose.
Important information
- You have 30 days from the date you receive your order to request a return.
- Returns handed in at a Catchalot physical store are free of charge.
- Returns within Spain made through Correos are subject to a €4.95 handling fee, which will be deducted from your refund.
- For orders delivered outside Spain, the customer must send the item using a carrier of their choice and cover the shipping costs to our central office.
- Returns are not accepted for sprays, creams, insoles or socks.
- Items must be returned unused, with their original packaging, labels and accessories.
- The refund may take up to 15 working days from the date the item is received and approved.
Orders delivered in Spain
To request a return for an order delivered in Spain, access our returns and exchanges portal:
https://catchalot.shipping-portal.com/rp/
Step 1. Enter your postcode and order number.
Step 2. Select the item or items you wish to return.
Step 3. Select the return option and choose how you wish to hand in the parcel.
Step 4. Complete the request. Once the process is finished, you will receive a confirmation email with the necessary instructions.
Where can I hand in the parcel?
Once you have completed your return request through the portal and received your confirmation email, you can hand in the parcel using one of the following methods:
Free return to a Catchalot physical store
Returns handed in at any of our physical stores are free of charge. The €4.95 handling fee will not apply.
You can find our stores here: https://catchalot.es/es/tiendas
Our stores act solely as collection points for returned items. You must submit your return request through the portal before handing in your parcel.
You do not need to show or hand over your invoice. You only need to show the confirmation email received after completing the process.
The store will collect the item and provide you with proof of delivery.
Return to a Correos office or collection point
You can also hand in your parcel at a Correos office or collection point. This method is subject to a €4.95 handling fee, which will be deducted from your refund.
Once you select this method and complete the process through the portal, you will receive a Correos return label. You can print it and attach it to the parcel or show it directly at your selected Correos location.
We recommend choosing an official Correos office. We do not recommend selecting locations identified as lockers, as we have experienced occasional issues with this type of return.
International orders: deliveries outside Spain
If your order was delivered outside Spain, you must send the item to our central office using a carrier of your choice. The customer is responsible for the shipping costs to our facilities.
Send the parcel to the following address:
Catchalot
C/ Albert Einstein, 15
11500 El Puerto de Santa María (Cádiz)
Spain
Include a note inside the parcel stating your order number, your full name and a clear indication that you are requesting a return.
We recommend keeping your proof of postage and tracking number until your return has been processed.
Return conditions
Returns are not accepted for sprays, creams, insoles or socks.
Items must be returned in the same condition in which they were received: unused, unwashed, unrepaired and with their original box or packaging, labels and accessories.
Catchalot reserves the right to reject returns requested outside the allowed period or for items that do not meet these conditions.
Refund process
The refund will be issued using the same payment method used for the order.
Once we receive and approve the returned item, we will process your refund as soon as possible. Please note that this may take up to 15 working days, depending on the payment method and bank processing times.
If you hand in your return at a Catchalot physical store, no handling fee will apply. If you choose to return your parcel through Correos, €4.95 will be deducted from your refund. For international orders, the customer is responsible for the shipping costs to our central office.
Is your item faulty or damaged?
If you have received a faulty, damaged or incorrect item, please email us at [email protected], stating your order reference and attaching photographs that clearly show the issue.
Our quality department will review the case and inform you by email or telephone whether a return, replacement or refund is applicable.
If we confirm that the item is faulty, damaged or was sent in error, Catchalot will cover all costs associated with the return, and the corresponding amount will be refunded without 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.
