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Returns & Exchanges
Have you received your order and you are not sure if you will keep it? Let me first solve some doubts that perhaps you did not know ☺️
- AT THE-ARE we make both changes and returns. If you have received your order and you like it but the size does not suit you, we can make a change! Write to us at contact@the-are.com putting in the subject CHANGE and your order number. Thus, we will give you a discount code so that you can place the new order and not have to pay the shipping costs again. The previous order with the size you do not want will have to be returned following the usual procedure that we tell you below. * First free change applicable only for Peninsula and Balearic Islands.
- If you have received your garment but you do not know how to put it on (yes, we do, sometimes our garments should have an instruction manual😂) write us by direct message on Instagram !! We have a lot of video tutorials on how to put on some clothes so we will be happy to help you.
- If you have bought the garment online, you can also return it in one of our own physical stores (not El Corte Inglés).
*** In purchases made with a special price during the SOS action, changes may be made but the change will not be free. It is a special promotion at prices of cost or less and we cannot afford to bear the new shipping costs.
I said, before making any return write to us because we will be happy to help you with everything to make things easy for you and that you have your garment that we design with so much love and how much you are going to wear! 😍
In case you want to return it yes or yes ... here below I leave you all the info and the steps to follow:
You have 14 calendar days from when you receive it to change or return it and we receive it at our facilities . This means that, within that period, any phase of the exchange or return must be completed. Including the receipt of the articles in our facilities. Outside of this period, no changes or returns will be accepted.
We only accept items that have not been used. Do not cut the labels until you know that you are going to keep the product. We recommend that you try on the garments calmly in front of a full-length mirror and with the complete look of how you are going to wear it.
On the page of each product in the online store, you can find advice and help on how to put the clothes on. We know that some need an instruction manual to know how to put them on (hehe), that's why we have video tutorials that we put at your disposal, as well as our attention through our Customer Service channels so that you can contact us with any questions you may have. We will be happy to advise you and help you with everything you need!
Things to know:
** The entire accessories section (jewels, belts, tiaras, scarves, hats, bags, etc.) cannot be exchanged or returned.
** Any accessory or accessory (jewels, belts, tiaras, scarves, hats, bags, etc.) that appears on the web, even if it is not in the accessories section, cannot be exchanged or returned.
** If you have bought with store collection, once we notify you that you can pick it up, they start counting 14 calendar days to make any change or return, since it is as if it were delivered at home, at a post office, in a neighbor, etc. where time begins to run, because the corresponding delivery has already been made.
** If your order had a gift as a detail, when making the return, it must also be returned or pay the difference.
** Orders purchased online and / or in a physical store cannot be exchanged or returned at any El Corte Inglés point of sale and vice versa.
** In the exceptional case in which by human error, you receive a garment in poor condition, it is mandatory to notify us within 24h / 48h from receipt of it so that we can manage it. In the case of not receiving such communication, the company will not be responsible.
** IMPORTANT : If you have purchased a customized or made-to-measure garment, as it is made solely and exclusively for you, this garment cannot be exchanged or returned.
** If you have purchased a tie dye garment and used the inks, we are not responsible for how it looks on you. And the garment cannot be returned or exchanged.
Changes
Do you want to change a product in your order? In THE-ARE.com you can change any item up to 14 calendar days after receiving it and we have received it at our facilities within that period of time.
If you want to change your items, you have two options:
1. In our physical stores:
- For another size or color, without the need for additional payment and as long as they are in perfect condition and we have stock in the store.
- For a different article.
2. From our website:
To do so, you will have to request a return and make a new online purchase with the products you want, the change of size or color.
To process the return, enter your customer account and access the order you want to return. Go all the way to the bottom, where it says Changes and Returns, and download and print the PDF file that you will have to fill out and include in the package you send us. You can download it directly by clicking here .
In the printed PDF you will have to fill in the following fields:
1. Order Number (Ex: # R1000)
2. Date you placed the order
3. Add in each row the product you are going to return and add the code "9" when it is an exchange . ( If you explain to us why the change has been, we would appreciate it to continue improving .)
When you have the sheet filled out, you will have to put it in the package with the product / products you want to return, in their original state. (It is important that you include this sheet, because thanks to it we will be able to know that the return corresponds to your order in order to complete it. Without it, we will not be able to make the return .)
It is important that you make sure that you meet all the conditions to be able to make the return before sending it to us.
Once you have the original box wrapped in a well-sealed plastic bag to protect it, send it to the following address: C / La Safor 5, 46940 Manises, Valencia, Spain. * Remember that we are not responsible for the cost of shipping and that it must arrive within 14 calendar days from the date you received the order, and the box must arrive in the same condition that you received it, without jealousy or stickers.
* We recommend that you send it to us by certified mail to make sure it has reached us. Since in no case, we are responsible for any loss on the way to our facilities.
After receiving the package, we will check that it is in perfect condition and we will indicate that we have accepted the return or not and we will proceed to return the money by the same way you paid it.
We do the refund of the money at the time we process the return and it usually takes between 5 and 14 days later for it to appear in your account depending on your bank.
* Please note that if you decide to send us the items freight collect, we will not accept receipt of the package and it will be returned to you again.
Returns
Don't you like your purchase? No problem! At THE-ARE.com you can return any order up to 14 calendar days after receiving it. Taking into account that within those 14 days, we must have received it back at our facilities .
If you want to return your items, you have two options:
1. In our physical stores:
If you want to return the online purchase in a physical store, you will have to show the purchase receipt that you have received in your email when making the purchase and bring the items in perfect condition without having been used in any way, with the price tag, no smells or stains, etc. Once the garments are checked and we make sure that everything is in perfect condition, the money will be returned to you by the same method that you used when paying.
2. From our website:
To process the return, simply enter your customer account and access the order you want to return. Go to the bottom where it says Changes and Returns and download and print the PDF file that you will have to fill out and include in the package you send us. You can download it directly by clicking here .
In the printed PDF you will have to fill in the following fields:
1. Order Number (Ex: # R1000)
2. Date you placed the order
3. Add in each row the product that you are going to return and add the code that indicates the reason why you are returning that garment. ( If you explain to us why the return has been, we would appreciate it to continue improving .)
When you have the sheet filled out, you will have to put it in the package with the product / products you want to return, in their original state. (It is important that you include this sheet, because thanks to it we will be able to know that the return corresponds to your order in order to complete it. Without it, we will not be able to make the return .)
It is important that you make sure that you meet all the conditions to be able to make the return before sending it to us.
Once you have the original box wrapped in a well-sealed plastic bag to protect it, send it to the following address: C / La Safor 5, 46940 Manises, Valencia, Spain. * Remember that we are not responsible for the cost of shipping and that it must arrive within 14 calendar days from the date you received the order, and the box must arrive in the same condition that you received it, without jealousy or stickers.
* We recommend that you send it to us by certified mail to make sure it has reached us. Since in no case, we are responsible for any loss on the way to our facilities.
After receiving the package, we will check that it is in perfect condition and we will indicate that we have accepted the return or not and we will proceed to return the money by the same way you paid it.
We make the refund of the money at the moment and it usually takes to appear in your account between 5 and 14 days later depending on your bank.
* Please note that if you decide to send us the items freight collect, we will not accept receipt of the package and it will be returned to you again.
* If your order had a gift as a detail, when making the return, it must also be returned.
Money back
Once we receive the exchange or return in our warehouse, we will send you an email confirming the correct receipt of the package and whether we accept it or not. If so, we will proceed to refund the money immediately. We will do it in the same way that you made the payment, and within a maximum period of 14 days you will receive a refund of the total amount of the garments you return. For cash on delivery payments, we will refund the money by bank transfer, so you will have to provide us with your account number to make said refund.
