At Pasarelle we want all our customers to be delighted with their orders.
If for any reason you are not satisfied with the product, we accept returns and exchanges within 14 days since the delivery of the item.
*Products belonging to the categories of swimwear, underwear, masks and their accessories and outlet products do not accept exchanges or returns except in case of tare or manufacturing defect.
EASY RETURNS AND EXCHANGES
We want to make returning or exchanging a product convenient and easy for you, that's why we offer you different options when returning/exchanging a product:
To request an exchange or return, please contact our customer service by clicking here. (Tell us the reason: EXCHANGE + your order number or RETURN + your order number and the details you think are important for us to be clear about your request).
Option 1: Our shipping company will pick up your package so you dont need to move. In this case the customer will assume the shipping costs and they will be deducted from the refund of the items to be returned. The cost of the pickup will be 4.99€ in the peninsula (Spain and Portugal) and 6.99€ in the Balearic Islands. We work with MRW throughout the peninsula (Spain and Portugal) and Balearic Islands.
Option 2: Send us the package by yourself to our office located in Madrid through the certified shipping method of your choice to the following address:
Pasarelle Core SL.
C/ ARROYO FONTARRON, Nº5, 8ºA.
CP: 28030, MADRID.
If you choose this option you must let us know before and send us the tracking number of the package to be able to have it controlled at all times.
The online store will not be responsible for those packages sent in ordinary service without the possibility of tracking in the case of not being delivered at the destination.
PREPARE YOUR SHIPMENT: pack your item/s in their original packaging, just as you received them and give them to the courier in the original shipping bag or in another one in case you do not have it. Always make sure it is tightly closed. You do not need a shipping label, our carrier will take care of everything else.
*For returns from the Canary Islands, Portuguese islands or other countries the customer must follow the indications of the return option 2.
RETURN AND EXCHANGE CONDITIONS
Contact us within 14 days after the arrival of the item you want to exchange/return. If your order is a mixed order (express delivery products and factory products) always contact us when you receive the product you want to exchange or return, do not wait to have your order completed, to avoid the end of your exchange or return period.
The item must arrive to us with the original packaging without having been used and without alterations such as stains or odors. In these cases the items cannot be accepted and will be returned to the customer.
Once we receive the product, we will do the necessary quality control and process the refund of the product(s) as soon as possible. Remember that it may take between 10 and 14 days for the amount to be credited to your bank statement. Once the transfer has been made we will notify you by e-mail.
If you receive an item with tare or manufacturing defects you must notify us within 48h since the delivery of the order by email and attaching images.
In the case of exchanges or returns the shipping costs belong to the customer. In those cases where the online store is responsible for the collection at home these costs will be subtracted from the amount to be refunded. We do not accept cash on delivery returns.
For hygiene reasons, we cannot offer refunds or exchanges for swimwear, underwear, masks and their accessories and outlet products unless the item(s) is/are visibly defective.
Products sold to stores/wholesalers at an exclusive discount will be refunded in the form of a check or voucher.
Please do not send your products directly to the address on the package received. That is not our return address, so the package will be lost. Contact us first and we will give you the instructions to follow.
Items in the outlet section are non-exchangeable and non-returnable.