You may choose between having your purchase shipped over to the postal address you are registered with (invoicing address) or to a different one (shipping address), e.g. your workplace or your home address. Shipping costs will not vary, regardless of the number of items in your shopping cart or the total weight of those items. They will vary, though, depending on the country where the items are shipped (in order to know the costs for each country, click here). For purchases of 150 € or above, shipping costs will be free.
If you wish, you may collect your purchase at one of our physical stores (only at one of those specified on the shopping cart’s store selector), thus avoiding shipping costs. We will send you a SMS letting you know that the order can be collected at the selected store in a maximum period of seven (7) workdays.
During certain special periods, shipping costs will be free. These promotions will be announced with all the necessary information to all users registered on our newsletter.
The estimated time to receive your order is between 1-2 days for Spanish territory and 1-4 days for international orders: shipment times are always expressed in workdays, and should be counted after the order has left our central store. Shipments will be carried out between Monday and Friday (not counting holidays) and will be subject to the specifications of our logistics operators.
If you wish to closely track your order, get in touch with us at firstname.lastname@example.org and we will provide you with the details of the shipment.
The items on offer at Loreak online shop are a selection of the products in our collection, meeting the same quality requirements and guarantee conditions as the items for sale at Loreak stores.
Our aim is to ensure that you are completely satisfied with your purchase. If due to any reasons you are not satisfied with the purchased product, you may return it during the 30 (thirty) days following the date of receipt.
All exchanges and returns are for free of charge and may be done both at our physical stores (click here for the store locator*) and at Loreak’s online shop. In order to effect the exchange or return of your product, you must send an e-mail to email@example.com specifying the exchange option you have chosen, as well as the order number and the product you wish to exchange or return. Here are the conditions that apply for each option:
At the online store: You may opt for a return of the item. Shipping costs will be only refunded in completed purchase returned. We will send a courier service to the address that you indicate in order to collect the purchase. You will only need to prepare a package with the following destination address:
Alegría y Decisión S.L.
Loreak Online Shop
Avenida de Letxunborro 57
20.305 Irún – Gipuzkoa (Spain)
In order to exercise your right to exchange or return a product, it must meet the following requisites:
a) It must not have been used, washed or damaged.
b) It must bear the original label.
c) It must be returned with the original packaging.
In case your return should not be accepted due to lack of fulfilment of the aforementioned conditions, we would get in touch with you immediately. In case we have sent you by mistake a different article from the one you purchased, or in case the quality of the article does not meet your standards, write an e-mail to firstname.lastname@example.org so that we can solve this as soon as possible. In case 30 (thirty) days have already passed and you wish to return or exchange a product, send us an e-mail to email@example.com explaining your case and the reason why you wish to return or exchange it. We will not be accepting the return of underwear, swimwear and personalised items.
In case of faulty items we will proceed correspondingly to mend, replace or reimburse them; such procedures will be undertaken by Loreak. We will answer to any lack of conformity in a maximum period of 2 (two) years after the date of delivery of the goods; you will be expected to inform us about any possible fault in the item(s) in a period of 2 (two) months after you have noticed it.
We will be delighted to help you!
* Except Loreak Citadium París and Loreak Outlet.
How can I know if my order’s gone through?
Once your payment has been correctly processed, you will receive a confirmation email with the order number. If you don’t receive it despite having paid, you can contact our customer services team by sending an email to firstname.lastname@example.org
What method of payment can I use?
You can pay for your purchase with a credit or debit card (VISA or MasterCard) or through PayPal (VISA, MasterCard or American Express).
Must the shipping address be the same as the billing address?
No, the address doesn't have to be the same. You can have the order sent to any other address, and even to the one of the Loreak shops for collection on arrival.
How can I track my order?
Send us an email at email@example.com and we’ll give you the shipment details.
How long does delivery take?
Deliveries are made during working hours from Monday to Friday. In Spain deliveries will take 1 to 2 days, while for international shipments they will arrive in 3 to 4 days.
How can I return an order?
Our aim is to ensure that you’re completely satisfied with your order. However, if you’re not satisfied, you can return it to us within 30 days. For more information, read our section on returns.
ONLINE SHOP ACCOUNT:
How can I register with the online shop?
I’ve forgotten my password, what can I do?
In the “Log in” area, click on “Forgotten your password? What a memory!” Enter your email and you’ll receive an email containing a link where you can reset your password. If you don’t receive one, write to us at firstname.lastname@example.org
How can I stay up to date with all of the new features?
To stay up to date with all of our new features (new products, offers, etc.), sign up for our newsletter! You can do it by selecting “Sign up for the newsletter” while registering with the online shop.
If you’re already a registered user, once you’re in your account, select “Subscribe to the Newsletter” and then “General subscription”. Don’t forget to save the changes.
How can I unsubscribe from the newsletter?
Once in your account, go to “Subscribe to the Newsletter”, click on “General subscription” to cancel it and save the changes.
If you have a question other than the ones appearing in this section, simply contact us at email@example.com