ONLINE RETURN GUIDE AND POLICY
We hope you enjoy your purchase at SIMORRA. If for any reason you are not satisfied with the purchase, you have a period of 15 calendar days from the day you receive your order to make a return.
*Only for products purchased during the Black Friday promotion, the return period is extended until 01/15/2024.
If you want to make an exchange, you will have to return the product and make a new purchase of the correct item *If you return your order in a physical store, you will be able to make an exchange.
To process your return , it is essential to include the delivery note for your order in the package to be returned .
Remember that the products must be in perfect condition, with their label and without having been used. Ideally, in the original box or similar and well sealed, to facilitate transportation.
Returns that do not comply with any of the previously specified conditions will not be accepted. Please remember that if the package is not accompanied by your order delivery note, we will not be able to accept your return.
If you wish to make a return with collection outside of Spain , please write to us at: firstname.lastname@example.org
We offer you two alternatives to facilitate your return:
1. Through the website:
- You will have to enter the following link: click here
- Please indicate your order number and the email used to place the order.
- Once inside the returns page, you must indicate the following information:
- Select the items to return
- Click on the reason for the return and select the one that best suits your case ( You can choose the option "NO GIVEN REASON" in the case of withdrawal )
- Indicate which day you prefer to collect your return (MRW will collect your package) click on the calendar icon and select the date
- Confirm full pickup address
- You will receive an email confirming your return
The online return costs with home collection by MRW are €4.95 and will be deducted from the total amount of the order (product price + shipping costs) at the time of refund.
2. In a physical store:
*Products purchased during the online promotion: Outlet Days, can only be returned to Outlet stores or by managing the return through our website.
1. Receive a refund using the same payment method you used when placing the order and you will be refunded within the next 14 calendar days.
2. Receive a voucher that you can use for one year in a physical store to purchase a new product or make a size change.
Once we receive your return and it is approved, you will receive the corresponding credit within 14 calendar days after approval of the return.
You will receive the amount through the payment method you used to make your purchase. If you do not see the effective refund in your account and have made the payment by credit card, we recommend that you check the balance of the same card, not just that of the associated account.
In the event that you have received an incorrect, defective product or that you have not received one of the products that make up your order, please contact Customer Service via email at email@example.com or via WhatsApp by calling 676021193 and we will manage your incident as quickly as possible.
Customer service channels are active from Monday to Thursday from 9:00 a.m. to 2:00 p.m. and from 3:00 p.m. to 6:30 p.m. and on Fridays from 8:30 a.m. to 2:30 p.m.
You are provided with the following withdrawal form, and this form or any unequivocal statement may be used:
Model withdrawal form (you can complete and send this form provided to you if you wish to withdraw from the contract, if you choose to choose this form):
The consumer or user will be responsible for the decrease in value of the goods resulting from handling them other than that necessary to establish their nature, characteristics or operation (art.108.2 of RDL 1/2007).
For more information, see the FAQ section