ORDERS, RETURNS & DAMAGED ITEMS

ORDERS

On placing an order, certain personal details are required to facilitate your order. In accordance with the EU General Data Protection Regulation (GDPR) 2016/679 and Spanish Organic Law 3/2018 (LOPDGDD), such information will not be divulged to any third parties.
Please see our Privacy Policy for full details.

Why do we ask for a phone number?
To assist the carrier should they need to contact you in advance of delivery.

Why do we ask for an ID number?
For company purchases, a tax number is required. Private buyers do not need to provide an ID number.

RETURNS & YOUR RIGHT OF WITHDRAWAL

Under EU consumer law, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving any reason. This is your statutory right and is in addition to our general returns policy.

How to return an item

To exercise your right of withdrawal or return a purchase, please use one of the following:

• Complete the returns form via this link
• Go to your Andaluchic account and submit a return request
• Use the returns button in the footer of our website

You must include your name, email address, phone number, order number and the item(s) you wish to return.

On receipt of your request, you will receive a confirmation to the email address provided.

Conditions for return

• Items must be returned within 14 days of receipt
• Items must be in new condition - unworn, unused, unaltered and free of any damage caused by the customer
• Items must be returned with all Andaluchic tags still attached (where applicable) and in their original packaging
• Return postage is the responsibility of the buyer
• We recommend using registered post or a tracked and insured service, as items not received cannot be refunded

Exchanges

Should you wish to exchange an item, please wait until your refund has been processed and place a new order.

Exceptions

Items made to order or personalised are not subject to the 14-day right of withdrawal.

Returning from outside the EU

Customers returning goods to Spain from outside the European Union must mark the package clearly with 'Returned goods —-relief claimed' and include a customs declaration with a complete and accurate description of the goods, their quantity and value. This information can be copied from the original declaration forms sent with your Andaluchic parcel.

Refunds

Once the returned item has been received and inspected, a full refund - including the cost of the item and the original postage paid - will be issued.

Please return items to:

Devoluciones / Returns
Andaluchic (Isabelle Metcalfe de García)
C/ Higinio Capote, 10
11630 Arcos de la Frontera
Cádiz, Spain
VAT number: ESX8791405T

DAMAGED ITEMS

All Andaluchic products are sent fully insured against damage or loss.

In the unlikely event that an item arrives damaged, please send the following to hello@andaluchic.com within 7 days of receipt:

1. A photo of the packaging and original courier label in which the item(s) arrived, together with the damaged item(s) inside the packaging
2. A photo of the damaged item
3. A photo of the packaging in which the damaged item(s) arrived, clearly showing the original courier label
4. A detailed description of the damage

All photographic and descriptive evidence listed above is required by our insurance company in order to process a claim. Without it, claims for damaged items cannot be processed and no refund will be made.

Once a claim has been approved, refunds are issued within 30 working days of the insurer's receipt of the claim. The customer will then be refunded within 7 working days of Andaluchic receiving the settlement.