Frequent questions

FREQUENT QUESTIONS

My order

*Purchases made between 11/21/22 and 12/31/22 (both included) can be returned until 01/15/23*

My order

Can I make a purchase if I am abroad?

Yes, you can make purchases from outside of Spain. The shipping cost will be calculated at the time of entering the postal code and will depend on the destination

Have I placed the order correctly?

If you have placed the order correctly, after a few minutes you will receive a confirmation email. This message indicates the order number and its data.

If you cannot find this message, we recommend checking your promotions, spam or junk mail folder.

If you have not received it, check with your bank if you have been charged for the purchase. If so, send your query through the contact form and we will reply as soon as possible to clarify what happened.

How can I modify or cancel an order?

Orders once placed cannot be modified (with the exception of the shipping address, see our SHIPPING page for more information on this). If you want to add, delete or modify an item from the order, you must cancel it and/or repeat the order.

If you want to cancel your order, you can contact us using the contact form indicating your order number, your name and surname and tell us that you want to cancel the order.

Payments and Refunds

Can you pay by bank transfer?

Yes, before finalizing your order, you will see the payment methods option: payment by bank transfer.

When making the purchase with payment by bank transfer, we will send you an invoice for your order with our bank details so that you can make the payment. Once the receipt of your transfer is confirmed, we will begin to prepare the order.

Is the amount paid refunded in full after a return?

Returns of online orders in store are free.

In the following stores you can manage the return of an order online:

BARCELONA L'ILLA DIAGONAL, BARCELONA TURÓ PARC, BARCELONA ROSSELLÓ, VALENCIA, ZARAGOZA, MADRID, VIGO, OVIEDO, LLEIDA, SANT CUGAT, TERRASSA, SEVILLE, PALMA DE MALLORCA, PLATJA D'ARO, GIRONA, CIUDAD REAL, SANTANDER, VIC, VALLADOLID, LEON AND SALAMANCA.

Returns of online orders with home collection have a cost of €4.95 that will be deducted from the total amount to be refunded.

*Products purchased during the online promotion: Outlet Days, can only be returned in Outlet stores or by managing the return online through our website.

Returns will be free in the case of receiving damaged items or suffering an incident in your order.

You can consult all the information about returns here

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

shipments

Are there shipping costs?

The cost of shipping is free. This cost may vary according to promotions.

Exceptions : The shipping cost to Las Palmas de Gran Canaria and Santa Cruz de Tenerife is €40*. The shipping cost to the Balearic Islands is €8. The shipping cost to Ceuta and Melilla is €18.

* For shipments to the Canary Islands , contact us by email at clientes@simorra.com , the cost of shipping may vary depending on your postal code.

International shipments have a cost depending on the delivery address. Before finalizing your order, when indicating the address, the shipping cost will appear broken down.

When will I receive the order?

Orders are shipped between 2 and 5 BUSINESS days , Monday through Friday from the date of purchase.

Please note that deliveries may be delayed during sales or promotional periods , we appreciate your patience.

Remember that international orders have a longer delivery time, which ranges between 7-10 days , as is the case with shipments to the Canary Islands .

If you make the purchase with payment by bank transfer, the order will not begin to be prepared until we receive confirmation of payment.

At the time the order leaves our facilities, the customer receives an email with the shipping number of his order.

Where is my order?

Once the order leaves our warehouse, you will receive an email informing you, in which we indicate the tracking number of your shipment. Once the order is picked up by the carrier, you will receive it in the following 24 hours * It may take 48 hours in certain periods such as: Christmas, days with adverse weather conditions or addresses that are difficult to access.

Can I change the shipping or billing address indicated in the order?

Yes, you must contact us by email at: clientes@simorra.com or by phone or Whatsapp at: 676021193 indicating your order number and the correct address.

If your order has already been shipped, we will contact the shipping company to change your address, but keep in mind that this may delay delivery.

Returns

Can the garment be returned or exchanged?

To make changes you will have to return the item of the order and make the purchase again in the correct size or color *If you return your order in a physical store, they will be able to make a change.

You have a period of 15 calendar days from receipt of the package to create a return. You can do it online or in any of our selected stores:

Remember that some franchises, El Corte Inglés points of sale and Outlets are excluded *Except for garments purchased during the Outlet Days promotion

Purchases of products from the Outlet category, belonging to other seasons, cannot be returned in physical stores but can be returned in Outlet stores, or by saving the return through our returns page: click here

Free return in store:

The return of online orders can be made at the SIMORRA stores indicated above.

You will have to bring the delivery note of your order so that they can manage the return.

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

1. Receive a refund through the same payment method that you used when placing the order, it will be refunded within the next 14 calendar days

2. Receive a voucher that you can use for a year in a physical store to purchase a new product or make a size change

Remember that some franchises, El Corte Inglés points of sale and Outlets are excluded *See previous section.

Return via online:

For more information see our returns section here

Item damaged or not corresponding to the requested:

We apologize for the inconveniences! We always try to ensure that you receive your online order correctly and in perfect condition, but if you have received a defective, stained or wrong item, do not hesitate to contact us.

You can change or return the product, online or by going to any of our stores indicated above.

In this case, we assume the return costs and you can request a refund, both managing your return online, and managing the return in a physical store (all returns of online orders in physical stores are free).

You can write to us at clientes@simorra.com or contact us via Whatsapp or phone at 676021193

Products and stock

The size I need is out of stock:

If the size does not appear on the web, it means that the online stock of that item has run out. We recommend going to the nearest SIMORRA store so that our team can check if it is available at other points of sale or make your inquiry to clientes@simorra.com

I have received a product availability message but it is not available when I go to buy it:

We're sorry, but sometimes we have products that are in high demand for which several people have requested availability information and it may happen that someone has bought them ahead of time.

What is my size?

When selecting any of the products on the web, the product file appears and just below the button: Add to cart, you will see that we indicate a link: Help about your size if you click here the "Size Guide" will open. In this section, you will find the standard measurements of our sizes.

Technical support

I can not pay:

First of all, we want to inform you that due to a new European regulation, online purchases will have to be verified with the bank. Here is a brief guide:

If the problem with the payment has not occurred in the last verification step with your account, we recommend that you:

- Check again that you have entered your payment details and passwords correctly

- Refresh the page, open and close the browser, use another device or try connecting to another internet network.

If the problem persists, do not hesitate to contact us through the contact form, you can also write to us at clientes@simorra.com or contact us via Whatsapp or phone at 676021193