How long do I have to make an exchange or return?
You have14 calendar days to request an exchange or refund from the day you receive it. And a total of20 calendar days from the day you receive it,for it to reach our facilities. In case it is a store pickup, the 14 calendar days start counting when we notify you that the order arrived at the store.
If the exchange or return is not requested within 14 days and/or if it does not reach us within 20 days from the date you received your order,it will be rejected and you will have to pay the shipping costs for us to send it back to you, or send it to your shipping company, with our prior notice and authorization.
Once we notify you that it has been refused, you will have a maximum period of 30 calendar days to pay the shipping costs for us to send it to you again, or to have your carrier pick up the package. Otherwise, we will proceed to destroy it.
To approve the return we will check that the product(s) is (are) in perfect condition, in its original box, unused, no signs of use, no odors, unwashed and with their labels.
*Combo items that are purchased together, such as the bath, must be returned together.
How do I make an exchange?
If you want to make an exchange, you will have to place a new order with the new item you want, and request and make a return at the same time. As soon as we receive the new order, we will send it to you so that you can have it as soon as possible, and when we receive the return of the first one, we will process it and refund your money.
If you choose to make the return with one of our carriers, you will be charged the shipping costs (7,95€ for pick up or 4,50€ for delivery at the post office), which you will be refunded. will be deducted from the total amount to be returned.
To make sure you don't run out of the size or model you need, we recommend you to place the new order as soon as possible.
If your order is less than 85€, please send us an email to contact us at contact@THE-ARE.com with the word "EXCHANGE" in the subject line and indicate your order number. We will send you the discount code to avoid paying the shipping costs of the new order. *Only one discount code can be applied. If you use a discount code other than the code for the exchange shipping costs, you will not be able to use that code.
How do I make a return?
You have 4 options for requesting and sending the return fromSpain Peninsula and Balearic Islands:
- Request collection (Spain mainland and Balearic Islands) - 7,95€.
For this option you need to request the pickup in our returns portal by doing the following stepsclick here and choosing "Our carrier”.
Normally the courier will pass by on the next business day, so it is important that you have your package properly prepared:
1. Put all the garments inside our box (where the garments were going).
2. The returns platform will have generated a sheet with the return delivery note where the order number appears. and a shipping label. Cut the sheet along the dashed line and place the piece of the packing slip inside the package.
If you don't see the packing slip with the order number, print and fill in this one pdf and place it inside the package so we can identify it. If you are unable to print, please include a note with your order number inside the package.
3. Put the box in a plastic bag to protect it.
4. Now glue the other piece of paper (the shipping label) outside the bag so that it can be read by the carrier.
It is important that you contact us if after 24 working hours, the package has not been picked up in order to claim it to the transport company.
The cost is 7.95 € for orders placed in Spain peninsula and Balearic Islands, which will be deducted from the amount to be returned. From the time the courier picks up the items, until they arrive at our facilities usually take 24/48 working hours if there are no incidents. In the event that the transport company has passed and you do not have the return ready to deliver it, 3 euros will be charged for failed collection attempt for the transport company.
In this option, it is not possible for now to schedule a specific pick-up time. In case you cannot be at home or at work within 24 hours of the request, we recommend you to send with option 2 by delivering the package at a post office, or send it on your own with a transport agency, option 3.
⚠ Important! ⚠ We are not responsible for any loss on the way to our facilities.
- Deliver to a post office with a label of THE-ARE 4,50€
For this option you need to generate the return in our returns portal by doing the following stepsclick here and choosing "Our carrier”.
Once you have made your request, follow these steps:
1. Put all the garments inside our box (where the garments were going).
2. The returns platform will have generated a sheet with the return delivery note where the order number appears. and a shipping label. Cut the sheet along the dashed line and place the piece of the packing slip inside the package.
If you don't see the packing slip with the order number, print and fill in this one pdf and place it inside the package so we can identify it. If you are unable to print, include a note with your order number inside the package.
3. Put the box in a plastic bag to protect it.
3. Peed the other piece of the sheet (the shipping label) outside the bag so that it can be read by the carrier.
4. Take the package to the nearest post office.Here you can find a website where you can enter your zip code and it will show you the nearest post office.
The cost is 4.50 € for orders placed in mainland Spain and the Balearic Islands, which will be deducted from the amount to be returned. From the time it is delivered to the post office until it arrives at our facilities, it may take between 3 to 6 working days. Keep this in mind because of the deadlines.
⚠ Important! ⚠ We are not responsible for any loss on the way to our facilities.
- Ship items at your own expense:
To make the return, you need to request the return on our returns portal by making.click here and choosing "Own carrier”.
If for any reason you choose this option, the return shipping costs and the shipping method are at your expense. You have to send the products to be returned to our facilities at the following address:
THE-ARE
C/ La Safor 5
46940 Manises, Valencia
Spain
To send your order, please follow the steps below:
1. Put all the garments inside our box (where the garments were going).
2. The returns platform will have generated a sheet with thereturn delivery note where the order number appears. and a shipping label with a barcode. Cut the sheet along the dashed line and place the piece of the packing slip inside the package.
If you don't see the packing slip with the order number, print and fill in this one pdf and place it inside the package so we can identify it. If you are unable to print, please include a note with your order number inside the package.
3. Peed the other piece of paper (the label with the addresses and a barcode.) outside the bag so that we can identify it when we receive it at our facilities. But this is not the shipping label. The carrier will put another one.
4. Put the box in a plastic bag to protect it.
5. Go to the courier company of your choice to make the shipment (The cost of this shipment is at your expense).
Shipping on your own account does not exempt you from complying with the return request period of 14 calendar days from the day you receive the package and 20 calendar days from the day you receive it until it reaches our warehouses.
⚠ Important! ⚠ We are not responsible for any loss in transit to our facilities. We recommend sending the package certified and/or with acknowledgement of receipt so that you know where it is at all times.
- Visit our physical stores (NOT our El Corte Inglés stores) - Free of charge.
You do not need to request the return in our returns portal..
You only need to go to the store with the items you want to exchange and/or return and present your purchase receipt at the checkout (the one we send to your email when you make the purchase).
In the case of exchanging the garment in store, you adhere to the store's return and exchange policy on that second order.
*If the return is in store. You only have 14 days from when you receive it to return it.
Request and send my return toCanary Islands, Rest of countries and other areas:
To make the return, you need to request the return in our returns portal by doing the following stepsclick here and choosing "Own carrier”.
If for any reason you choose this option, the return shipping costs and the shipping method are at your expense. You have to send the products to be returned to our facilities at the following address:
THE-ARE
C/ La Safor 5
46940 Manises, Valencia
Spain
To send your order, please follow the steps below:
1. Put all the garments inside our box (where the garments were going).
2. Insert the sheet with the return delivery note where the order number generated by the returns platform appears.
If you do not see the delivery note with the order number, print and fill in this pdf and place it inside the package so that we can identify it. If you are unable to print, include a note with your order number inside the package.
3. Put the box in a plastic bag to protect it.
4. Go to the courier company of your choice to make the shipment.
Shipping on your own does not exempt you from complying with the return request period of 14 calendar days from the day you receive the package and 20 calendar days from the day you receive it until it reaches our warehouses.
⚠ Important! ⚠ The return shipping costs are at your expense (We do not take care of customs or duties, so you will have to indicate that it is a return of a purchase already made so that they mark it as "Return" and do not claim money on delivery.) and we are not responsible for any loss in transit to our facilities.
Do you return the money?
Yes, after approving the return (the items must be in perfect condition), you will receive a confirmation email indicating the amount. And it will be made in the same payment method in which the purchase was made or with a gift card without expiration date. As you have chosen. We only reimburse the cost of the products, never the shipping costs. In the event that we reject your return for items that are not in perfect condition or are out of time, you will receive an email telling you so.
If in a maximum of 14 days, after having received the return confirmation from us, you still do not have the refund in your account, please contact your bank.
How long does it take for a refund to appear in my bank?
We process returns within 5 calendar days of receiving them in our warehouse. It usually takes between 5-14 working days for you to receive your refund. It depends on your bank.
What can't I return? Can I return accessories or add-ons?
Any accessory or complement (jewelry, belts, headbands, scarves, hats, bags, etc.) that appears on the website, even if it is not in the accessories section, and/or any customized or made-to-measure garment cannot be exchanged or returned.
Shoes can be exchanged or returned. The shoe box is part of the product, therefore, in order to be accepted for return, it must be in perfect condition (without stickers of any kind, breakage or wear). If the shoe box is not returned in good condition, the same condition in which it was received, the return of the shoes will not be accepted.
Can I exchange or return a garment won in a sweepstakes?
No, sorry!
