Frequently Asked Questions

Changes
How long do I have to request a change?

You have 15 days after receiving your order.
What is the cost of a change?
  • First size or model change: FREE
  • Second change: €6
How do I make a change?
  1. Click on this link and enter your order number and email address.
  2. Prepare the package in a sturdy box and affix the exchange label received by email.
  3. Drop off the parcel at the pick-up point that suits you best.
  4. We will check the condition of the returned product and complete the exchange.

Returns
How long do I have to return an order?

You have 15 days after receiving your order to request a return.
What is the cost of returning an item?
  • Returns at pick-up point €5

(The amount will be deducted from the refund.)
¿Cómo hago una devolución?
  1. Click on this link and enter your order number and email address.
  2. Prepare the package in a sturdy box and affix the exchange label received by email.
  3. Drop off the parcel at the pick-up point that suits you best.
  4. We will check the condition of the returned product and complete the exchange.

Requirements and conditions
What are the requirements and conditions?
  • Items must be in the same condition as when you received them.
  • They must not be used.
  • In the case of shoes, it is essential to return them in their original box.
  • We do not accept cash on delivery shipments.
  • You have 15 days from receipt to request an exchange or refund.
  • We will check the condition of the items before finalising any exchanges or refunds. If they do not meet the requirements, we will inform you.

Refunds
How long will it take for my refund to arrive?

Between 1 and 12 working days from the date the refund is processed.
How will I receive my money?

The refund will be issued via the same payment method used.

If you paid in cash, we will need your IBAN to process the refund.

Cancels
Can I cancel my order?

Yes, provided it hasn’t been dispatched yet.

To cancel your order, please contact us on (+34) 96 543 43 25 or via our customer service channels.

If the order is already in the warehouse or in transit, it cannot be cancelled, but you can return it after delivery.
Can BEFREE cancel my order?

Yes, in the following cases:

  • The product is out of stock or your size is unavailable.
  • The item is in poor condition.
  • There are issues with payment or the delivery address.
  • There are typographical errors in the price or product information.

In the event of cancellation, you will receive a refund via the same payment method. Please note that the time taken depends on your bank.