Return and exchange policy

 

In Pasarelle we want all our customers to be delighted with their orders. But if you need to make an exchange or return you have 14 days to do so.


HOW TO EXCHANGE OR RETURN MY ORDER?


Contact our customer service by clicking here. here and tell us what you need to do.


I WANT TO MAKE A RETURN: we pick up your order at your home and once received in our office we will process your refund. The costs are assumed by the customer and are subtracted directly from the amount to be returned.
These will be 4.99€ in peninsula (Spain and Portugal) and 6.99€ in Balearic Islands.


I WANT TO MAKE AN EXCHANGE: our courier will pick up your package and deliver the new one to your address. In this case the cost will be 6,99€.


PREPARE YOUR SHIPMENT: hand your sealed package to the courier. You don't need a shipping label, our courier will take care of everything.
*If you prefer to send the package yourself, let us know and we will provide you with our delivery address.


For exchanges or returns from Canary Islands, Portuguese islands or other countries the customer will have to send directly to our office in Madrid.

RETURN AND EXCHANGE CONDITIONS

  1. Contact us within 14 days after the arrival of the item you want to exchange/return.

  2. The item must arrive to us in its original packaging without having been used and without alterations such as stains or odors. In these cases the items cannot be accepted.

  3. Once we receive the product we will process your refund and notify you by email. It may take up to 10 days for the amount to appear on your bank statement.

  4. Swimwear only allows size changes or returns through gift card without expiration date and valid for the entire online store.

  5. PRODUCTS THAT DO NOT ALLOW EXCHANGES OR RETURNS:masks and their accessories or products from the OUTLET and lingerie categories.

  6. If you receive an item with tare or manufacturing defects, please contact us within 48h from the delivery of the order attaching images.
  7. Products sold to stores/wholesalers with exclusive discount will be refunded in the form of a check or gift card.
  8. Garments made with sequins and shiny materials do not accept returns.