Refund policy

RETURNS AND EXCHANGES; RIGHT OF WITHDRAWAL

Returns

In the case of defective or damaged products, or if you consider that at the time of delivery the product does not conform to the Contract, you must contact us providing your order number as well as a description of the damage, via email at info@consuelastore.com or by calling our Customer Service at +34 913 995 685, where we will indicate how to proceed.

Return costs are €5 for customers who paid shipping on their order, and €10 for orders that were shipped free of charge.

Special Conditions for OUTLET Products

Return costs are €5 for customers who paid shipping on their order, and €10 for orders that were shipped free of charge.

Items included in the OUTLET category are sold at a special final price and in very limited quantities. For this reason, exchanges and returns are not accepted for these products, except in cases where the item has a manufacturing defect or has been damaged during transport, in accordance with these General Conditions.

This limitation is clearly communicated to the customer on the product page and during the purchase process, in compliance with current consumer protection regulations.

Amounts paid for products returned due to a defect or fault, when such defect is verified, will be refunded, including delivery costs incurred for sending the item as well as return shipping costs up to a limit depending on territorial zones. The refund will be made using the same payment method used for the purchase.

Returns will not be accepted in the following cases:

The product has been used or is not in its original condition.
The product is incomplete, missing accessories, or has been tampered with and/or damaged.
Accessories, instructions, or any other documentation are missing.
The return period has expired or proof of purchase/invoice is not provided.

The refund will be processed once we receive the product and verify that it is in perfect condition (except in cases of defective or transport-damaged products), and never later than 10 working days from the date of receipt.

Refunds will be issued using the original payment method.

Exchanges

You may exchange items purchased through our website Consuela Store within 14 calendar days from receipt of the order at no cost. If you wish to make a second exchange, you will be responsible for the shipping costs associated with the second shipment (€5 for mainland Spain).

You must contact us, providing your order number, via email at info@consuelastore.com or by calling our Customer Service at +34 913 995 685, where we will indicate how to proceed.

Right of Withdrawal

The consumer has the right to withdraw from the contract within 14 calendar days from receipt of the order, without stating any reason and without incurring any costs other than return shipping costs, which will be borne by the consumer.

For online purchases, refunds will be made using the same payment method.
For in-store purchases, a store credit with no expiration date will be issued.
Purchases made through Glovo are considered in-store purchases.

To exercise this right, you must notify CNSL of your decision within the stated period via email at info@consuelastore.com or by calling Customer Service at +34 913 995 685. Please note that the burden of proof for exercising the right of withdrawal lies with the consumer.

Return shipping costs will be borne by the buyer, except when the product is defective or has arrived in poor condition due to transport damage.

The consumer may return the product directly to our physical store at no cost. Alternatively, returns may be made via any postal or courier service, with costs varying depending on origin, package weight, and chosen service.

For example, a standard mainland shipment via Correos Express weighing between 1 and 3 kg costs approximately €12, and around €20 from the Canary Islands. As the cost is borne by the customer, they are free to choose the return method.

Consuela Store is not responsible for variations in courier rates or for the successful delivery of returns. Returns should be made using a signed and certified delivery service. We cannot guarantee receipt of non-certified shipments.

In addition to returning the product in-store or at the customer’s expense, for mainland shipments you may request us to handle the return. In this case, we will refund the total purchase amount minus handling costs (€10 for mainland Spain). This option is not available for shipments from the Canary Islands.

In the event of withdrawal, we will refund all payments received without undue delay and, in any case, no later than 7 calendar days from the date we are informed of your decision. However, the refund may be withheld until we have received the goods or proof of their return, whichever comes first.

After this period, no exchanges or returns will be accepted.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in the following cases (among others, pursuant to Article 103 of Royal Legislative Decree 1/2007):

The product has been used or is not in its original condition.
Goods made to the consumer’s specifications or clearly personalized items.
Sealed goods that are not suitable for return due to health or hygiene reasons and have been unsealed after delivery.

Return Instructions in Case of Withdrawal

You may return the goods by postal mail, courier service, or directly to our physical store. Shipping costs are borne by the buyer. Please note that if you return items with unpaid shipping, we are authorized to refuse the return.

If you have any questions, you may contact us via email at info@consuelastore.com or by calling Customer Service at +34 913 995 685.

To accept a return, it is essential that the item is sent with its original packaging, including instructions, documentation, and any accompanying materials.

After examining the item, we will inform you whether you are entitled to a refund. Refunds will be made as soon as possible and, in any case, within 7 calendar days from the date you are informed of the withdrawal decision, provided the product has been received within the legally established period. Refunds will always be made using the same payment method used for the purchase.

When returning a product or exercising the right of withdrawal, please note that we will carefully inspect the item to check for signs of use, deterioration, dirt on the sole, damage caused by improper use, discoloration, or residues such as lint or hair (from socks or animals), or any damage caused by external factors. In such cases, the customer will be responsible for any depreciation in value.

The same applies if the original box is damaged (e.g., written on, taped, or label altered). If the product included stickers or promotional materials, these must also be returned.