DELIVERIES
You can choose to have your order shipped either to the postal address you registered with (billing address) or to a different one (shipping address), such as your workplace or second residence. The shipping cost is fixed, regardless of the number of items in your shopping cart or their total weight; however, it varies depending on the destination country. To find out which countries we ship to and the corresponding costs, please email us at [email protected] or click here). For purchases of 150 € or above, shipping costs will be free.
If you prefer, you can pick up your order in one of our physical stores (only those listed in the store selector in the shopping cart) free of charge. The store will contact you to let you know when your order is ready for collection, within a maximum of seven (7) working days.
Orders are shipped via UPS or DHL, depending on what is considered most appropriate. To avoid delivery issues (incorrect addresses, inability to locate the recipient, etc.), it is essential to complete the form correctly. We strongly recommend providing a valid mobile phone number.
Estimated delivery time is 2 to 4 working days for domestic shipments and 4 to 6 working days for international shipments. Delivery times refer to working days and are calculated from the moment the order leaves our central warehouse. Shipments are made from Monday to Friday (non holiday days) and are subject to the conditions of our logistics partners.
For detailed tracking information, please contact us at [email protected], and we will provide you with the shipment details.
The items offered in the Loreak Mendian online store are a curated selection from our collections and meet the same quality and warranty standards as the products sold in Loreak Mendian physical stores.
RETURNS
Our goal is to ensure that you are completely satisfied with your purchase. If for any reason you are not, you may return the product within 14 calendar days from the date of receipt. To initiate a return, please send an email to [email protected] indicating your order number and the item you wish to return. Below are the steps to follow:
+ Prepare a package including the item(s) you wish to return. You may use the same box in which your order was delivered.
+ Attach the return label and write the return number we will send you by email.
+ Drop off the package at the selected collection point. You have 15 days from the receipt of the return label to deposit it.
If you collected your order in a Loreak Mendian store, you may return the package directly to that store along with the return number.
+ Once we receive your package and verify that the item(s) are in perfect condition, we will process the refund using the same payment method used for your purchase.
Return Costs
For returns made at a collection point, the service cost will be deducted from the total refund amount. Returns made in Loreak Mendian stores are free of charge.
Spain (Mainland and Balearic Islands): €4
Europe: €6
Original shipping costs are non refundable.
Right of Withdrawal
You have 14 calendar days from the date of receipt of the product to exercise your right of withdrawal. To do so, you must send an email to [email protected]. The amount of the item will be refunded.
This right applies only if Loreak Mendian products are returned in the same condition in which they were received: they must not have been washed or damaged and must retain their original tags.
If your return cannot be accepted due to non‑compliance with these conditions, we will contact you immediately.
If we have mistakenly sent you an incorrect item or if the product quality is not as expected, please email us at [email protected] so we can resolve the issue as quickly as possible.
If the 14‑day period has already passed and you still wish to make a return, please email us explaining your situation and the reason for your request.
Returned Loreak Mendian products must be sent in a single shipment. We reserve the right not to accept items from a single order returned in multiple deliveries.
Regardless of the payment method used for the purchase, the refund will be processed as soon as possible using the same payment method, within a maximum of 14 calendar days.
In accordance with Article 103 of the Revised Text of the General Law for the Defense of Consumers and Users, the right of withdrawal does not apply in the following cases: 1) Sealed health or hygiene products. Returns will not be accepted for sealed items that, for health or hygiene reasons, are not suitable for return once opened after delivery. This includes, among others, swimwear and underwear. 2) Personalized products. The right of withdrawal does not apply to personalized products. These include items whose production depends on an individual choice or request by the consumer, or which have been specifically modified or customized at their request.
Defective products
In the case of a defective product, we will—where appropriate—repair it, replace it, or issue a refund. We guarantee product conformity for up to 2 (two) years from the date of delivery. You must notify us of any defect within 2 (two) months of discovering it.
We will be delighted to help you!
ORDER:
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 [email protected]
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 Mendian shops for collection on arrival.
How can I track my order?
Send us an email at [email protected] 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 14 days. For more information, read our section on returns.
ONLINE SHOP ACCOUNT:
How can I register with the online shop?
It’s really easy! To register with the online shop simply go to “Log in” and select “I want to open an account”. Once in, all you have to do is complete your details and accept the privacy policy.
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 [email protected]
NEWSLETTER:
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 protected]
