At Catchalot, we want you to shop with complete peace of mind. If you need a different size, would prefer another model or colour, or wish to return 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 your order is dispatched (when its status changes to "Shipped") to request an exchange or return under our commercial policy.
- Your first exchange is free of charge, whether you choose another size, model or colour, subject to availability and possible price differences.
- Second and subsequent exchanges incur a charge, which will be shown during the request process.
- Returns for domestic orders handed in at a Catchalot physical store are free of charge.
- Domestic returns via a drop-off point cost €4.95, deducted from your refund.
- International returns incur a shipping cost. You can arrange your return through our portal and view the price before confirming, or send the parcel to our headquarters using your own carrier at your expense.
- Requests can be made through our returns and exchanges portal, where the available options are displayed.
- Returns and exchanges of sprays, creams, insoles or socks are not accepted, except where required by law.
Time limit for exchanges and returns
You have 30 days from the date your order is dispatched, when its status changes to "Shipped", to request an exchange or return under our commercial policy.
This commercial period applies without prejudice to your consumer rights under applicable law.
Returns or exchanges of sprays, creams, insoles or socks are not accepted, except where required by law.
Products must be returned in the same condition in which they were received: with their original box or packaging, unworn, unwashed, unrepaired, and with all labels and accessories. Catchalot reserves the right to reject commercial requests made outside the permitted period or involving items that do not meet these conditions, while respecting all statutory consumer rights.
First exchange free of charge
At Catchalot, we want you to find the perfect footwear. That is why your first exchange is free of charge, whether you need a different size or would prefer another model or colour.
To request an exchange, access our returns and exchanges portal and select the exchange option.
You can choose your replacement item from the available options. All exchanges are subject to stock availability.
If your replacement has a different price, a price difference may apply and must be settled under the conditions displayed during the request. The free first exchange does not include such differences.
Second and subsequent exchanges incur a charge, which will be communicated during the request process.
For international orders, you may return the original item through our portal at the price displayed during the process, or send it to our headquarters using your own carrier. Once received and approved, we will send the replacement product free of charge if this is your first exchange, subject to availability and any price difference. The customer pays the initial return shipping from outside Spain, except for confirmed issues for which Catchalot is responsible.
If the requested item is unavailable, you may request a return under this policy or ask our Customer Service team about alternatives.
Exchange and return costs
Your first exchange is free of charge, whether for a different size, model or colour, excluding any price differences. Second and subsequent exchanges incur a charge, shown during the process.
Domestic returns handed in at any of our physical stores are free of charge. Free in-store drop-off does not waive charges that may apply to a second or subsequent exchange.
If you return an order delivered in Spain through a drop-off point available in our portal, a €4.95 fee will be deducted from your refund.
International returns incur a shipping cost. You can use our portal to see the price calculated automatically according to the country of origin, or send the parcel to our headquarters using a carrier of your choice at your expense:
Catchalot
C/ Albert Einstein, 15
11500 El Puerto de Santa María (Cádiz)
Spain
When an item is confirmed to be defective, damaged or incorrectly shipped, Catchalot will cover the applicable return costs.
How to request an exchange, return or withdrawal
Start your request through our returns and exchanges portal. You can see the options available for exchanging a size, model or colour, as well as for returning items. If you send an international return using your own carrier, include the order reference.
Access our portal:
Start an exchange, return or withdrawal request
Once inside:
- Enter the order details requested by the portal.
- Select the items you wish to exchange or return.
- Choose exchange or return.
- If requesting an exchange, choose from the available models, colours and sizes.
Remember: your first exchange is free of charge; second and subsequent exchanges incur a fee. Any price difference between items is settled under the applicable conditions.
Once you complete the request, follow the instructions and confirmation details provided by the portal.
How to return your item
Your return method depends on the country to which the order was delivered and the options shown in the portal.
Domestic orders: free drop-off at a physical store
If your order was delivered in Spain, you can hand in the parcel free of charge at any Catchalot physical store, which will act as a collection point for the item.
Find your nearest store here: https://catchalot.es/es/tiendas
You do not need to provide the invoice. Simply show the confirmation or proof of your request generated by the portal.
The store will collect the item and provide proof of drop-off. Please remember that stores do not process exchanges or returns directly: you must first submit the request through the portal.
Orders delivered in Spain: return via a drop-off point
You can also return the parcel via one of the drop-off points available in our portal. For domestic returns, this option costs €4.95, which is deducted from your refund.
Select your preferred available location in the portal and follow the instructions for handing in the parcel using the return label or code.
International orders: two ways to return your items
If your order was delivered outside Spain, international returns incur a shipping cost. You can choose one of these options:
Option 1. Return through our portal
Visit our returns and exchanges portal, locate your order and select the return option. The portal will automatically calculate the cost based on the country of origin and display it before you confirm. Then you must take the parcel to your selected drop-off point from those available and follow the instructions provided.
Option 2. Return using your own carrier
You can use a carrier of your choice, at your own expense, and send the parcel to:
Catchalot
C/ Albert Einstein, 15
11500 El Puerto de Santa María (Cádiz)
Spain
Include your order number, full name and reason for the return or details of your exchange request. We recommend keeping the tracking number and proof of shipment.
For a first exchange, once we receive and approve the item, we will send the new product free of charge, subject to availability and possible price differences. The customer pays the initial return shipping from outside Spain, except for confirmed issues for which Catchalot is responsible. Second and subsequent exchanges incur a charge.
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, the applicable conditions will apply, subject to the consumer's statutory rights.
Where applicable, 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.
Refunds subject to statutory rights will be processed within the time limits established by applicable law.
For returns under our commercial policy, once we receive and approve the item, we will process your refund as soon as possible. This may take up to 15 working days, depending on the payment method and banking 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 it, please contact Customer Service.
If the order recipient is not the person who paid, the refund will be issued to the person who made the payment.
If you notice an error in the refunded amount, contact Customer Service so we can review it.
Customer service
If you have any questions about exchanges or returns, 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 the order or shipment reference in the subject line so that we can locate your request and process it more quickly.
