At Catchalot, we want you to shop with complete peace of mind. If, when you receive your order, you need a different size or prefer to return it, we offer you a simple and transparent process.
In addition, to reduce environmental impact, we will send your purchase receipt only in electronic format instead of printed.
Important information
- You have 30 days from the date the order is placed to start a return or request a size exchange.
- The first size exchange is free.
- Returns have a €4.95 handling fee, which will be deducted from the refund amount.
- All exchanges and returns must be processed through the exchanges and returns portal.
- No returns or exchanges are accepted for sprays, creams, insoles or socks.
Exchange and return period
You have 30 days from the date the order is placed to start a return or request a size exchange.
Returns or exchanges are not accepted for items such as sprays, creams, insoles or socks.
Products must be returned in the same condition in which they were received, with their original box or packaging, unused, unwashed, unrepaired, with all labels attached and with all included accessories. Catchalot reserves the right to reject returns or exchanges requested outside the stated period or for items that do not meet these conditions.
First size exchange free
At Catchalot, we offer the first size exchange free of charge.
To request it, you must access our exchanges and returns portal and follow the same process as for a return, selecting the size exchange option.
During the process, you must indicate the desired size. This free exchange only applies to size changes for the same model and color and is always subject to stock availability.
If the requested size is not available, we will proceed with the return of the item in accordance with the conditions set out in this policy. If you want a different color, model or item, you must process a return and place a new order.
Return costs
Returns have a €4.95 handling fee, which will be deducted from the refund amount.
This fee applies to all returns, regardless of whether the returned product is handed in at a physical store or at a Correos drop-off point. In cases of defective, damaged or incorrectly shipped products, no fee will be charged to the customer 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 hand the package in at a physical store or at a Correos office or collection point.
To start the 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 product or products 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 size required. If that size is not available, the item will be returned.
Once the request has been completed in the portal, you will receive a confirmation email with the details of the exchange or return.
Ways to hand over the package
Once you have correctly processed the exchange or return through the portal and have 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 will act only as a product drop-off point.
You can 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 exchanges and returns portal.
The store will collect the product and give you a proof of drop-off.
Please note that stores do not process exchanges or returns directly. The request must have been completed beforehand through the exchanges and returns portal.
Drop-off at a Correos office or collection point
You can also hand in the package at a Correos office or collection point, once you have completed the request through the portal.
Once this method has been selected and the process has been completed, 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.
Please remember that, even if you choose to hand in the package at Correos, the exchange or return request must have been completed beforehand through the exchanges and returns portal.
Returns for defective or damaged products
If you have received a defective, damaged or incorrect item, you can contact 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.
If, after review, the item is found not to be defective or does not meet the stated conditions, no refund will be issued and we will not cover any shipping or collection costs.
The customer must collect the item within a maximum period of 4 months from the date they are notified. Rights recognized under current legislation will be respected at all times.
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.
For payments made by bank card, the refund will be issued to the same card used for the purchase. If you no longer have that card, please contact our customer service department.
If the recipient of the products 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 via:
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.
