> > FAQ's

 

  • GARVALÍN GROUP SAFETY MEASURES

We are following the recommended prevention, safety and hygiene measures in all our facilities during this situation. Our warehouse staff handle the products with gloves, in reduced shifts and following all health guidelines and instructions so that your online orders are not affected. 

          

  • ONLINE-STORE SHIPPING AND DELIVERIES

Our transport companies work on the basis of knowledge and safety of both their workers and you, our customers, who are waiting for your orders in your homes. Yes, the preparation, shipping and delivery times may be altered, but our priority is everyone’s health and safety. Fedex info HERE

Fedex Service impact related to COVID-19 Coronavirus

  

PURCHASES

         

How do I place an order on www.tienda.garvalin.com?

Shopping in our online store is very, very simple. Follow the steps we show you HERE.

Do I need to register on tienda.garvalin.com to make purchases?

Yes, to shop in our online store you have to be a registered user. You can register during the purchasing process.

Can I change or cancel my order?

We cannot change an order once it has been sent; this includes changing the size /colour of an item as well as changing the shipping address or payment method. Nor is not possible for us to remove or add an item to your order once it has been confirmed.

If you notice any mistake in your order or you change your mind, send us an email to infoweb@garvalin.com.

How do I know what size my child uses?

You can find a downloadable template or check our table of equivalences in centimetres by clicking HERE. This table gives you the approximate measurements of the inside shoe, so we recommend adding 1 cm more to the measurements of your child´s foot to ensure the footwear is a good fit.

Do you restock articles marked "sold out"?

If an item is sold out, we will try to replace it as soon as possible as long as there is stock available in our warehouse. Click on "Pincha aquí y te avisaremos cuando tengamos stock." This will automatically let you know when the product becomes available again.

I have a voucher. How do I use it?

You can exchange your voucher when confirming your order. Enter the code as it appears, without adding any space. You can do it manually or by copying and pasting it in the "Vouchers" field. Once you have entered the code, select "OK" to redeem it. Here you can see the value of the discount and the total cost of the order after applying the promotion code. Make sure to enter your code in this step, since you will not be able to enter it later.

I´m having problems making a purchase. What can I do?

If you have any incident while making purchases in our online store, send us an email to infoweb@garvalin.com and we will help you in everything you need. Please explain in detail the type of problem so we can offer the best solution.

    

PAYMENT

   

How can I pay for my purchases?

We accept payment with the main credit and debit cards in our online store and you can also pay through PayPal. More information on payment methods HERE.

Are bank details saved?

In order to respect your security, www.tienda.garvalin.com never has access to confidential information regarding means of payment. For this reason, your bank details will be required each time you place an order in our online store.

An error message comes up when paying. Why?

  • Some of the data entered may be incorrect. Check that you have filled in all the fields correctly.
  • Expiration date: check that your card does not exceed the validity date.
  • Do you have a limit on your card? Ask your bank if the card has exceeded the amount allowed for making purchases.
  • As a security measure, and to avoid possible fraud on our online store, you cannot make purchases for an amount greater than €180. If your order exceeds this limit, please split the purchase. If you wish, you can send us an email with your order numbers requesting that they be sent together.

Important! As a measure to guarantee a secure payment and with the aim of collaborating in the prevention of internet fraud, GARVALIN SHOES SL reserves the right to verify the personal data provided by the customer and adopt the measures we deem appropriate (including cancellation of the order) so that the merchandise purchased is delivered in accordance with the order details.

   

SHIPPING

   

Are there any shipping costs for my purchases on tienda.garvalin.com?

If you want to know more about shipping, transport and delivery click HERE

What is the delivery time?

You can see the delivery times by clicking HERE

My order has not arrived yet

  • Whenever your order does not arrive on the expected day, we will be here to help you. So that we can offer you a quick solution, check the following points before contacting us:
  • Check your confirmation email to check the status of your package. You can do so through the tracking link included in the email.
  • Log in to your account to verify that the delivery address and your personal details are correct.
  • Check if you have received a message from the courier company. Your package may be in its warehouses waiting for a new delivery attempt.
  • If you have not yet located it, write to us via email, stating your order reference number or your registration email address so we can help you out as soon as possible

    

EXCHANGES AND RETURNS

How do I exchange or return an order?

Click here for step-by-step information on our exchange/return procedure.

Remember that we do not make direct exchanges in our online store. If you want to exchange a size and/or model, you will have to make a new purchase and manage the return of your first order. All the info HERE.

In what conditions do I have to return an order?

  • The product you want to return must be in perfect condition and have not been used or tampered with. That is, it must be in the same condition in which it was delivered: in its original box and all the initial contents of the box (labels, papers and/or other items it may contain)
  • We will not accept returns in broken or damaged boxes and /or that contain any item attached.
  • In tienda.garvalin.com, we accept the right to refuse any return, when the guidelines set out above are not met.

Does my return have any costs?

Returns are free in the following cases:

- When the return is made for change of size and/or model

- If the product received is not the correct one

- If the received product shows a manufacturing flaw

Expand this information HERE.

When will I receive my refund?

Refunds are made within 10 working days * after we have received the product at our facilities.

* This duration may be modified at specific times and on special dates when we have an unusual workload. We thank you in advance for your patience and understanding in these situations and we'll be pleased to assist you should you have any doubts.

How will I know if my refund has been made correctly?

If after 10 working days of receiving your order at our facilities, your account has not been credited, please contact us to check the status of your refund.

Once we refund the amount, the deadline for it to be effective in your account will depend on your bank.

Can I return my purchases online to a physical store?

No. The purchases made on tienda.garvalin.com will have to be returned through our online store.