Here we answer the most repeated doubts by our clients so far. If your question is not resolved, do not hesitate to contact us through our contact form.
SHOPPING
How do I make an online purchase?
You will see that the process is very simple and if you need assistance you just have to ask us.
- Choose the products that you like the most and add them to the shopping cart making sure that the size and color chosen are correct.
- You will always know the number of products you have in your cart and the total amount of these (without the transport costs that will be added when completing the purchase) by clicking on the "shopping cart" icon that you find in the upper right part of our web page and selecting "see shopping cart".
- When you are done, click on the "view shopping cart" link to review the products you have selected, check the amount of your order and make your purchase.
- At the time of purchasing, fill out the form indicating the data we request (necessary to manage your order). In case of being a registered user, the data will be filled in automatically. In the case of choosing store delivery, indicate the store where you want to receive your order.
- Once the process is successfully completed, you will receive an email confirming your purchase and the order number for it.
How can I make sure that I have made my purchase correctly?
Once you have made the purchase, you will immediately be sent an e-mail confirming your order. In case you do not receive it, we advise you to contact us so that we can confirm that the purchase has been made correctly and send you the confirmation again.
In the event that you have chosen to ship to the store, you will also receive a notification when the order has left our warehouses. Once the order reaches the selected store, we will send you another email to inform you.
Can I know what status my order is in?
Yes. From the confirmation email you can "track your order" and know at all times when it is.
Can I buy by phone?
No. Please, use our online store, www.denimandfriends.es, from where we can offer you the best possible service and attention.
How can I cancel my order if I finally don't want to receive it?
When you place an order you are making a firm purchase and the amount on the card with which you have made the payment will be discounted, therefore, you will not always be able to cancel the order once you have confirmed it. If you want to cancel your order, you can contact us through the contact form and we will confirm if it is possible to cancel it or not. In case it is not possible because it has already been prepared and sent, you must receive it and then make the corresponding return.
PAYMENTS
How I can pay for my purchase?
You can make the payment with your usual credit card or through the secure payment system "Paypal". The amount of your order will be charged and deducted from your card when you confirm the purchase.
Remember that until you make the payment for the purchase, your order is not confirmed and, therefore, the chosen products are not reserved.
In order to give maximum security to the purchase process, we offer a "secure payment" system managed by "Paypal", which guarantees direct communication between the customer and the entity when making the payment. In this way no one can have access to your card details.
PRODUCT
Can I order models that do not appear on the Web?
For different reasons, not all the clothes in the stores can be found in the online store, but if you are interested in a product, please contact us through our contact form and we will inform you where you can get it.
Can you assure me that the photographs of the products are real?
We work so that the images and colors of our products are as true as possible, however, there are many factors beyond our control that may vary their appearance, such as the color calibration of your monitor. If you have any questions about any of our products, contact us.
SHIPPING
Can I pick up my order in one of your stores?
Yes, from now on you have the option of picking up your order in the store. It is a service available only in selected stores: Denim & Friends Cala Millor, Denim & Friends Cala Ratjada, Denim & Friends Can Picafort, Denim & Friends Playa de Muro, Denim & Friends Cala D’or.
What is the shipping cost?
Shipping costs vary depending on the place of delivery, for the different areas and are automatically calculated based on volume and weight. You can see the shipping costs once you have chosen your products by clicking on the shopping cart and choosing the shipping area.
In the case of shipments to stores, the cost of shipping is free.
It is possible that during promotional periods shipping costs are free, these and other promotions will be clearly indicated in our online store. Remember that, if you subscribe to our newsletter, you will be the first to know about our promotions and events.
How is sending realized?
Deliveries will be made from Spain through the MRW company to the address or place indicated by you. Once the order has been sent we will inform you by email.
Remember that shipments are not made to PO Boxes, so it is necessary that you give us the exact delivery address.
It is important that you provide us with a contact telephone number where we can reach you so that we can manage the delivery in case of any inconvenience.
To which countries do you send the purchase?
We ship to Peninsula (except Canary Islands) and Europe.
What is delivery time?
To Spain, standard shipments take between 24, 48 and 72 working hours (Monday to Friday).
In the case of orders with store collection, the delivery time is 48-72 working hours.
Orders to Europe take 5-7 business days.
In all our shipments, to calculate the delivery time you must bear in mind that orders placed after 1:00 p.m. will begin to be prepared the next day. Orders placed on Friday, Saturday and Sunday are prepared and will ship on Monday.
In periods of promotions or sales, exceptionally, delivery times may be affected.
Orders are prepared and shipped from our warehouse in Cala Millor (Palma de Mallorca), so city holidays will affect delivery times.
The delivery period will be extended if you place the order on one of the following dates (year 2018): 1st, 6th and 17th of January, Holy Week holidays, 1st and 21th of May , 15th of August , 12th of September , 12th of October, 1st of November and 6th, 8th, 25th and 26th of December.
PICKED UP AT THE STORE
What is the store delivery process?
When you place the order you will receive an email with the confirmation and invoice of your purchase, and you will also receive a notification when the order has left our warehouses.
Once the order reaches the selected store, we will send you another email to inform you.
It is not necessary to queue at the checkout to pick up your order, you can request it directly from the store staff.
How can I collect my order in the store?
To collect your order, you must present the order confirmation email with the reference and your DNI (the name of the DNI must be the same as it appears on the order). It is essential to present the reference of the order, since no order will be delivered without said reference.
In the event that another person goes to look for the order, they must present the confirmation email and a signed authorization. This authorization must contain the name and ID of the two people, and the signature of the buyer. No order can be delivered without any of these requirements.
How long do I have to collect my order in the store?
There is a maximum period of 21 days to pick up the order at the selected store. If after the deadline you have not picked up your order, it will be automatically returned to our offices and we will proceed to make the refund.
RETURNS & EXCHANGES
Is it possible to return my order online?
Of course, you have a period of 20 days, counting from when you receive your order, to change your mind. You can return your order in full or in part. To proceed with its exchange or return, the product must not be used and must be in perfect condition.
How can I return my order online?
You have a period of 20 days from the receipt of your order to make the return and to proceed with it you must verify that your order meets the following conditions:
- The product must not be used. - It must be sent in the same conditions in which it was received. Products that are not in the same condition in which they were received, or that have been used beyond the mere opening of the product, will not be returned.
Home return
To make the return, you must access your order confirmation email in the returns section or request a return through the following link: https://www.denimandfriends.es/es/returns. In case there is an error, you can contact us by email: orders@denimandfriends.es.
Once your return has been confirmed, a courier will pick up your package from the shipping address provided on the return form and deliver it to our offices. Once received in our offices, we will proceed to examine it and we will notify you by email if the return is appropriate, taking into account that it is within the established period and that the product is in perfect condition. Remember that the product must be sent in the same way it was received. Once the return is approved, you will receive the amount in the same way in which you made the purchase. The payment to the credit card always depends on your bank.
Return in store
You can return your purchase online in one of our physical stores by presenting the purchase receipt that comes in the box or by printing the invoice from the "my orders" section on our website.
Products that are not in the same condition in which they were received, or that have been used beyond the mere opening of the product, will not be exchanged or returned.
It is only possible to process returns of products purchased in our online store.
* For hygiene reasons, changes or returns of underwear are not allowed. Bikinis and swimsuits can only be exchanged or returned if they retain the hygienic adhesive. The jewelry must be in its original and intact packaging.
Are returns free?
Home returns are not free, and it is the customer who bears the return costs (transport costs will be deducted from the refund). The amount of returns depends on the destination, and the cost will be the same as the shipping costs you paid for the purchase.
Can I make a change to my order online in a physical store?
In our physical stores, presenting the product and the delivery note that comes in the box. In this case you can change the size, color or model.
Can I exchange or return any product?
For hygiene reasons, changes or returns of underwear are not allowed. Bikinis and swimsuits can only be exchanged or returned if they retain the hygienic adhesive. The jewelry must be in its original and intact packaging.
How can I return a defective product if the exchange or return period has elapsed?
In cases where you consider that the product has some defect or manufacturing defect, you should contact us immediately through our contact form indicating the damage suffered by the product and we will indicate how to proceed.
We inform you that all the product sent is carefully reviewed to avoid these situations.
GENERAL INFORMATION
Is it possible to receive periodic information in my email with the latest news from Denim&Friends?
Yes. Subscribe to our newsletter and get the latest news before anyone else. When you subscribe, you indicate your email address and you will receive all our news.
Can I unsubscribe from the Newsletter?
If you wish to unsubscribe from our newsletter, you can do so by accessing the last newsletter received by clicking "unsubscribe".