Where I can get my order?

You can receive it at the address you want (home, work, etc.) or at the physical store in Jerez on Calle Arcos 9.


How long will it take to receive my order and what does it cost me?

Delivery times depend on the type of shipment you select. If we do not have the chosen model in the store stock, we will ask the factory if they have it and we will try to have it in a few days.

Can I track the status of my order?

Yes, through "your customer account", enter placed orders and you will be able to see the status of your order.


What is the home delivery process?

If you have chosen home delivery, we will send you a shipping confirmation email (when your order is going to leave the warehouse), then you will have a link in your account to track your shipment. And finally, the carrier will contact you by SMS or e-mail to inform you of the delivery of your order. After two unsuccessful attempts by the agency to deliver the order, it will be returned to our Central de Jerez.


What is the store delivery process?

If you have chosen store delivery, we will send you a withdrawal confirmation whatsapp when your order is ready to be picked up by you. If after 15 days you have not withdrawn your order, the merchandise will be returned to our Central de Jerez.



What do I have to do to return an item?

The easiest way to return an item is in our Jerez store on Calle Arcos 9. The items must be in perfect condition and present the corresponding ticket. Items that are damaged cannot be returned or exchanged.

If you prefer that we pick it up at your home, you can request a return by calling the Customer Service Department: 618 410 537. After verifying all the data, we will send a carrier to pick up your package in 24 hours, whenever possible.

To arrange the collection, the transport company will contact you. If for any reason you are not convinced by the date they propose, get in touch with them to change it.

What is the deadline to make a return?

The term for any return is 30 calendar days from the date you receive it.

Do I have to pay anything for my return?

Returns are FREE, as long as you choose one of the return methods that we offer.

If I return, do I recover the shipping costs I paid for the purchase?

Only when the entire order is returned and for reasons beyond your control (error in the order or products that do not correspond to those purchased). To do this, you must contact our Customer Service department.


How will I receive my refund?

Once the return has been approved, you will receive the amount in the same way you made your purchase.

When will I receive my refund?

After approving the return (the items must be in perfect condition and have the labels), you will receive a confirmation email indicating that the amount will be credited to your account in a few days.

Remember that the credit card payment always depends on your bank.

What should I do if the amount of my refund is incorrect?

By contacting our Customer Service department, we will solve the problem as soon as possible.

Alpargatería Isabel II reserves the right to reject returns communicated or sent after the deadline or shoes that are not in the same condition in which they were received.


Can I change my items?

Items purchased at Alpargatería Isabel II can be exchanged for another model or color in our store, provided they are in perfect condition and we have stock.

If you want to change an item from your home, you have to request a return and make a new purchase online.

What is the deadline to make the change?

The exchange period is 30 calendar days from the date you receive it.


Right of withdrawal

The buyer/ consumer has a period of 14 working days, from the receipt of the merchandise/ order, to exercise the right, for which purpose they must complete the purchase withdrawal document (download pdf), which contains the conditions , instructions and procedure for the exercise of said right.

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