If you have already received your order and wish to return one or more items, at Catchalot you can process your return easily through our exchanges and returns portal.
The entire process must be completed through the portal, even if you later decide to hand the package in at a physical store or at a Correos drop-off point.
Important information
- You have 30 days from the date the order is placed to start a return.
- Returns have a €4.95 handling fee, which will be deducted from the refund amount.
- 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 moment the item is received and validated.
How do I request a return?
To request a return, you must access our exchanges and returns portal:
https://catchalot.shipping-portal.com/rp/
Step 1. Enter your postcode and your order number.
Step 2. Select the product or products you want to return.
Step 3. Select the return option.
Step 4. Complete the request. Once the process is finished, you will receive a confirmation email.
Where can I hand over the package?
Once you have correctly processed the return through the portal and received the confirmation email, you can hand over the package in one of the following ways:
Drop-off at a physical store
You can hand in the package at any of our physical stores, which act only as a product drop-off point.
Check our stores here: https://catchalot.es/es/tiendas
To hand in the package at a store, it is not necessary to show or provide the invoice. You only need to show the confirmation email received once the process has been completed through the portal.
The store will collect the product and provide you with a proof of drop-off.
Drop-off at a Correos office or collection point
You can also hand in the package at a Correos office or collection point.
Once this method has been selected and the process has been completed in the portal, you will receive a Correos label. You can print it and stick it onto the package or show it directly at the selected Correos point when handing over the parcel.
We recommend selecting official Correos offices. We do not recommend choosing points identified as lockers, as we have occasionally experienced issues with this type of drop-off.
Return conditions
Returns are not accepted for sprays, creams, insoles or socks.
Products must be returned in the same condition in which they were received, unused, unwashed, unrepaired, with their original box or packaging, labels and accessories.
Catchalot reserves the right to reject returns requested outside the stated period or for items that do not meet these conditions.
Refund process
The refund will be made using the same payment method used for the order.
Once we receive and validate the returned item, the refund will be processed as soon as possible. Please note that this process may take up to 15 working days, depending on the payment method used and bank processing times.
The €4.95 handling fee will be deducted from the refund amount.
Is your product defective or damaged?
If you have received a defective, damaged or incorrect item, you can email us at [email protected], stating the order reference and attaching photographs clearly showing the issue.
Our quality department will review the case and we will inform you by email or phone whether the return, replacement or refund is approved.
In cases where it is confirmed that the product is defective, arrived damaged or was sent incorrectly, Catchalot will fully cover all return-related costs 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, you can contact us through:
Email: [email protected]
Phone: 638 13 60 45
If you email us, we recommend including the order or shipment reference in the subject line so that we can locate your request and handle it more quickly.
