Delivery & Returns

DELIVERY

It is possible to cancel your order if it hasn’t been sent. Contact us in hola@pitangashoes.com and we will help you. If your order has been sent, you will have to return the products in order to receive a refund. The freight will not be refunded. It is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method. All packages are sent via SEUR from our warehouse in Barcelona. Orders received on working days before 2pm will be prepared and leave our warehouse the same day.

The normal delivery time from the package that left our warehouse is:

  • 5 working days to Spain
  • 5-10 working days to Europe
  • 10-15 working days to the remaining destinations

If nobody is at the address when SEUR makes the delivery, a note is left in the mailbox and SEUR leaves with the package. Another attempt to deliver will be made the next day. A total of three attempts to deliver will be made. If delivery is not possible, the package will be returned to us. When you find the SEUR note in your mailbox, contact them to arrange another delivery address, time or tell them the package can be left with the neighbors.

You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.

Shipping costs are calculated based on the delivery address and the weight of the order.

HOW MUCH IS THE FREIGHT CHARGE?

The shipping costs depend on the delivery address, the volume of the package and the weight of the order.

RETURNS POLICY

We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact us (hola@pitangashoes.com). If you send us a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.

If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 7 days of receipt for a refund.

When we receive the product, we will refund the value of the purchased the product, but not the original freight.

All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.

You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes.

HOW TO RETURN A PRODUCT

Please note that when you return a product it is very important to state the order number as well as your name, email and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide us with a receipt for your freight charges if we have to reimburse them.

To know the address to which you must return your product write to hola@pitangashoes.com and we will give you all the details.

It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.

IS IT POSSIBLE TO CHANGE ONLY A PART OF MY ORDER (SHOES OR STRAPS)?

Yes that is possible. Download, print, fill in the form and add it to the return package. To receive the new product, a new order must be made.