At Catchalot, we want you to shop with complete peace of mind. If you need a different size or would prefer to return your purchase after receiving your order, we offer a simple and transparent process.
In addition, to reduce our environmental impact, we will send your purchase receipt exclusively in electronic format rather than as a printed document.
Important information
- You have 30 days from the date you receive your order to initiate a return or request a size exchange.
- The first size exchange is free of charge.
- Returns for domestic orders delivered to one of our physical stores are free of charge.
- If you return a domestic order through Correos, a €4.95 handling fee will be deducted from the amount refunded.
- For international orders, meaning orders shipped outside Spain, the customer must return the item using a delivery service of their choice and cover the shipping costs to our headquarters.
- All exchanges and returns must be processed through our exchanges and returns portal.
- Returns or exchanges of sprays, creams, insoles or socks are not accepted.
Time limit for exchanges and returns
You have 30 days from the date you receive your order to initiate a return or request a size exchange.
Returns or exchanges of items such as sprays, creams, insoles or socks are not accepted.
Products must be returned in the same condition in which they were received, with their original box or packaging, unworn, unwashed, unrepaired, with all labels attached and with all accessories included. Catchalot reserves the right to reject returns or exchanges requested outside the permitted period or involving items that do not meet these conditions.
First size exchange free of charge
At Catchalot, we offer the first size exchange free of charge.
To request an exchange, you must access our exchanges and returns portal and follow the same process used to request a return, selecting the size exchange option.
During the process, you must indicate the required size. The free exchange applies exclusively to size exchanges for the same model and colour and is always subject to stock availability.
For international orders, meaning orders shipped outside Spain, the customer must return the item using a delivery service of their choice and cover the shipping costs to our headquarters. Once the item has been received and validated, we will send the new pair in the requested size free of charge.
If the requested size is not available, we will process the return of the item in accordance with the terms set out in this policy. If you would like a different colour, a different model or another item, you must request a return and place a new order.
Return costs
Returns for domestic orders delivered to any of our physical stores are free of charge.
If you return a domestic order through a Correos post office or collection point, a €4.95 handling fee will be deducted from the amount refunded.
For international orders, meaning orders shipped outside Spain, the customer must return the item using a delivery service of their choice and cover the shipping costs to our headquarters:
Catchalot
C/ Albert Einstein, 15
11500 El Puerto de Santa María (Cádiz)
Spain
For defective, damaged or incorrectly shipped items, the customer will not be charged any costs if the issue is confirmed by our quality department.
How to request an exchange or return
All exchanges and returns must be processed through our exchanges and returns portal, even if you later decide to deliver the parcel to a physical store, a Correos post office or collection point, or send it using a delivery service of your choice from outside Spain.
To start your request, you must access our exchanges and returns portal:
https://catchalot.shipping-portal.com/rp/
Once inside, you must:
- Enter your postcode and order number.
- Select the item or items you wish to exchange or return.
- Indicate whether you wish to request a size exchange or a return.
If you request a size exchange, you must indicate the new required size. If that size is unavailable, the item will be returned.
Once the request has been completed through the portal, you will receive a confirmation email with the relevant exchange or return information.
How to return your item
Once you have correctly processed the exchange or return through the portal and received the confirmation email, the return method will depend on the country to which the order was originally shipped:
Domestic orders: free delivery to a physical store
If the order was shipped within Spain, you may deliver the parcel free of charge to any of our physical stores, which will act exclusively as a collection point for the product.
You can find your nearest store here: https://catchalot.es/es/tiendas
To deliver an item to a store, you do not need to show or provide the invoice. You only need to show the confirmation email received after completing the process through the exchanges and returns portal.
The store will collect the product and provide you with proof of delivery.
Please remember that stores do not process exchanges or returns directly. The request must be submitted in advance through the exchanges and returns portal.
Domestic orders: delivery to a Correos post office or collection point
If the order was shipped within Spain, you may also deliver the parcel to a Correos post office or collection point after completing the request through the portal. For returns, a €4.95 handling fee will be deducted from the amount refunded.
Once you have selected this method and completed the process, you will receive a Correos label. You can print it and attach it to the parcel or show it directly at the selected Correos collection point when delivering the parcel.
We recommend selecting an official Correos post office. We do not advise using collection points identified as lockers, as we have occasionally encountered issues with this type of delivery.
Please remember that even if you choose to deliver the parcel through Correos, the exchange or return request must be submitted in advance through the exchanges and returns portal.
International orders: shipment to our headquarters
If the order was shipped outside Spain, you must return the item using a delivery service of your choice and cover the shipping costs to our headquarters:
Catchalot
C/ Albert Einstein, 15
11500 El Puerto de Santa María (Cádiz)
Spain
We recommend using a delivery service that allows you to track the shipment and keeping the proof of postage until the request has been resolved.
If you request a size exchange, once the item has been received and validated, we will send the new pair in the requested size free of charge, subject to stock availability.
Returns of defective or damaged products
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 the case and inform you by email or telephone whether a return, replacement or refund is appropriate.
If it is confirmed that the product is defective, damaged or was shipped incorrectly, Catchalot will fully cover the costs associated with the return, and the corresponding amount will be refunded without applying any handling fee.
If, after inspection, the item is not found to be defective or does not meet the stated conditions, no refund will be issued and we will not cover any costs resulting from shipment or collection.
The customer must collect the item within a maximum period of 4 months from the date on which they are notified. The rights recognised under applicable legislation will be respected in all cases.
Refund process
The refund will be issued 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.
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 department.
If the recipient of the order is different from the person who made the payment, the refund will always be issued to the person who made the payment.
If you notice any error in the refunded amount, please contact our Customer Service team so that we can review it as soon as possible.
Customer service
If you have any questions about exchanges or returns, you can contact us using the following details:
Email: [email protected]
Telephone: +34 638 13 60 45
If you contact us by email, we recommend including the order or shipment reference in the subject line so that we can locate your request and process it more quickly.
