Returns

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.

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: clientes@simorra.com

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
Select the approximate pick-up time , remember that the time slot for pick-up by MRW is 3 hours (if you select pick-up at 9 a.m., the pick-up will be from 9 a.m. to 12 p.m.)
Confirm full pickup address
You will receive an email confirming your return

You will receive an email from SIMORRA informing you that your return has been successfully created.

It is not necessary to indicate a delivery address on the outside of the package. MRW will affix the shipping label.

The online return costs with home collection by MRW are €4.95 and will be deducted from the total amount of the order at the time of refund.

Returns with collection outside of Spain have a cost of €10 if collected within Europe and €20 for collections in the rest of the world . These collections will be made by UPS.

The cost of shipping/returns to the Canary Islands will be subject to another rate. Consult the Customer Service department by email: customerservice@simorra.com or via Whatsapp or by calling 676 021 193

Shipping and return costs may vary depending on promotions.

Once the return request has been created through the website, you will not be able to deliver the package to the store.

When we receive your return, it will be approved, we will send you an email confirming it and within a period of 14 calendar days after approval of the return you will receive the corresponding 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.

Online returns in physical stores are free.

Deliver the package along with the purchase receipt that came with the order or show the confirmation email we sent you after making the purchase. If the package is not accompanied by the order delivery note, we will not be able to accept its return.

The store staff will create your return after verifying that the garment(s) are in perfect condition and with the corresponding label.

For the refund you can choose one of the following options:

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.

You can make your return at the following stores:

BARCELONA L'ILLA DIAGONAL, BARCELONA TURÓ PARC, BARCELONA ROSSELLÓ, BARCELONA RAMBLA CATALUNYA, VALENCIA, ZARAGOZA, MADRID, VIGO, OVIEDO, LLEIDA, SANT CUGAT, TERRASSA, SEVILLA, SANTANDER, PALMA DE MALLORCA, PLATJA D'ARO, GIRONA, CITY REAL, VALLADOLID, VIC, LEÓN, SALAMANCA, ALMERÍA, MURCIA, GIJÓN, REUS, A CORUÑA, FIGUERES, LUGO.

*Not all of our physical stores accept returns from the online store.

* To consult the information on the return of an online order from the Outlet Days promotion or returns of seasonal garments in the Outlet Store, please read the Exceptions section.

Exceptions:

In our Outlet Stores, only online orders purchased during the Outlet Days promotion can be returned. Seasonal clothing, sales or specific promotions cannot be returned in these stores. During this Outlet Days promotion, garments can only be returned to our Outlet stores or by managing the return through our website. These garments cannot be returned in physical stores other than Outlets.

The Outlets stores where you can return these Outlet Days online orders are:

BARCELONA OUTLET, SS DE LOS REYES OUTLET, MALLORCA MARRATXÍ OUTLET, BARAKALDO OUTLET, JEREZ OUTLET, VILADECANS OUTLET, SANT QUIRZE DEL VALLÉS OUTLET, MÁLAGA OUTLET.

*Orders placed in the online store, in El Corte Inglés centers and vice versa cannot be returned.

Refund:

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.

Incidents:

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 customerservice@simorra.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):

To the attention of SIMORRA TIENDAS SA located at Calle Córcega 222, premises, 08036 Barcelona (and email address clients@simorra.com): I/we hereby inform you that I/we withdraw from our sales contract, identified with the order number: (insert "Order Number"). – Name of the consumer and user or consumers and users – Address of the consumer and user or consumers and users – Signature of the consumer and user or consumers and users (only if this form is submitted on paper) – Date

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

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