The return period is 30 days from the date of shipment confirmation. You cannot exchange or return items of the type accessories such as sprays, creams, templates and socks.
The products will be returned in the same conditions in which you received them (unused, unwashed, with the interior and exterior labels still attached, without repairs, along with their original complete packaging and along with any accessories related thereto) and with the corresponding purchase receipt.
Catchalot reserves the right to refuse returns after the deadline if the products are not in the same conditions as when they were sent, or if they do not meet our return conditions.
The refund will be retained until the merchandise is received or until you provide proof that it has been returned. The customer will be responsible for proving that the items have been returned. If your return does not comply with the stipulated terms, you will not be entitled to receive any refund of the amount and we will send the products to you due.
If you have any questions, you can contact us through: [email protected]
ECO TICKET ♻
We inform you that, from now on, we will send you your purchase ticket only in electronic format instead of the usual form.
To make returns or exchanges of items in the store, you can show the invoice sent in the order confirmation on your mobile device. If you wish, you can also access and print the invoice that appears in your CUSTOMER ACCOUNT - MY ORDERS AND RETURNS - DETAILS.
To make the return you have two options:
- Store return: We recommend that you do so as soon as possible in one of our stores. The store in charge will pick up the shoes and give you a confirmation document of said return. You should keep this document. You should keep in mind that the stores only receive the items, the return of the amount is not made until it arrives at our headquarters. If the return is correct, we will pay the charge to your account. Once the return is complete, you will receive a return confirmation email. Find your nearest store.
- Return from home: Below we explain how to request the return in six steps:
- If you prefer to return an item from your home, you must request the return from your CLIENT ACCOUNT. In the section MY ORDERS AND RETURNS - DETAILS (in the order you wish to return).
- Once inside the order, select if you want to return one or more products. Please check the corresponding boxes and, if you wish, explain the reason for the return.
- Once finished, press REQUEST RETURN. IMPORTANT: The return can be requested when the order status appears as SHIPPED. In case you want to make the return before the order is sent, contact us at [email protected] or by calling 638136045.
- Once your return request has been received, you can see its status, which will be "Pending confirmation", in your CUSTOMER ACCOUNT - STATUS OF YOUR RETURNS. Our customer service staff will manage it in the shortest possible time.
- After verifying all the data, if your return is correct, your status will change to CHANGE OR RETURN CONFIRMED WAITING FOR PACKAGES.
- You must send the article along with the completed return form (it will appear once your return is confirmed) in CUSTOMER ACCOUNT - STATUS OF YOUR RETURNS, to our headquarters in c / Albert Einstein 12 (Catchalot), 11500, El Puerto de Santa María (Cádiz). You will be responsible for the return costs of the product and in no case will we accept returns sent due. Returned products must be sent in a single delivery. We reserve the right not to accept products belonging to a single order, returned and delivered at different times.
Once you have verified that the products you return to us meet all the specifications of the Return Policy, we will send you an email informing you that the return has been accepted.
The refund will be launched as soon as possible but always within a period of 15 days following the receipt of the returned product. The refund will be made using the same payment method with which you made the purchase.
In no case will we reimburse the shipping costs and if the order is to Ceuta, Melilla, the Canary Islands or any other place that is required to pay customs, you will be responsible for the expenses.
Returns of defective products
- If in exceptional circumstances you have received a defective or tared item, the fastest solution is to go to one of our stores. Once there, an employee will check the status of the item. In case you confirm the defect and the store has the item in stock, we will exchange or return the item according to your preference and the store's stock.
- If you do not have a store near you, we suggest that you contact our Customer Service department via the email address [email protected] providing the product data and a photograph showing the damage you suffer, or by calling 638136045 where we will indicate how to proceed.
We will carefully examine the returned product and we will notify you by e-mail or telephone within a reasonable period if it is returned or replaced (if applicable). The return or replacement of the item will be made as soon as possible and, in any case, within 15 days from the date on which we send you an email confirming that the return or replacement of the non-compliant item is appropriate.
The amounts paid for those products that are returned due to any defect or defect, when it really exists, will be fully refunded, including shipping costs incurred to deliver the item. The refund will be made in the same means of payment that was used to pay for the purchase.
The rights recognized by current legislation are safe.
Refunds will be made using the same payment method used to process the order in a maximum of 14 days, depending on your bank and the payment method used.
The refund will be paid on the same card. At the time of reimbursement, if you no longer have the card with which you paid, we suggest you contact our Customer Service department.
If the recipient of the products is different from the person who made the payment, the money will be reimbursed to the person who made the payment.
If the amount of your refund is incorrect, please contact our Customer Service department and we will solve the problem as soon as possible.
Remember that Catchalot reserves the right to refuse returns communicated or sent after the deadline and those containing items that are not in the same conditions as when they were received.
You can change an item purchased on our website within 30 days from the date of shipment confirmation.
You can make the change whenever it is for the same item (same reference number) in another color or size. The model must be in perfect condition, without any modification in the original price and that the store has it in stock. If you want a different product, you must place a new order.
To make the change you have two options:
- Change of size in store: With the Eco Tikect it will no longer be necessary to print and present the purchase receipt. You can show on your mobile device the invoice sent in the order confirmation or download and print your invoice from your CUSTOMER ACCOUNT - MY ORDERS AND RETURNS - DETAILS and deliver this document.
- Change of size at home. Below we explain the steps to request a size change from your home:
- You must request the change of size from your CUSTOMER ACCOUNT. In the section MY ORDERS AND RETURNS - DETAILS (in the order you want to make the change).
- Once inside the order, select if you want to change one or more products. Please check the appropriate boxes and explain the reason for the change if you wish.
- Once finished press REQUEST RETURN. IMPORTANT: The change in size can be requested when the order status appears as SHIPPED. If you want to make the change before the order is sent, contact us at [email protected]
- Once your change request is received, you can see your status, which will be "Pending confirmation", in your CUSTOMER ACCOUNT - STATUS OF YOUR RETURNS. Our customer service staff will manage it in the shortest possible time.
- Once all the data has been verified, if your request is correct, your status will change to CHANGE OR RETURN CONFIRMED WAITING FOR PACKAGES.
- You must prepare the item for collection (free), along with the completed change form (it will appear once your change is confirmed) in CUSTOMER ACCOUNT - STATUS OF YOUR RETURNS. Our Customer Service staff will contact you to request collection with our courier company.
- Once we receive the item, we will send the new requested size for FREE.