TERMS AND CONDITIONS

HOW DO I REGISTER?

In order to shop on Custo Barcelona’s official online shop you can either register before you start or when your shopping bag is ready and you start submitting your order. 

You can register by going to the “Log in” section in the right top corner of the online shop and entering your personal information. 

The details you provide us with will be saved in our database so we can process your order and make it easier for you to make new purchases on the online shop. Also, if you grant us permission, we will email you with updates of the latest news and promotions related to the brand. 

Once registration is complete, you will receive a confirmation email welcoming you to Custo Barcelona’s online shop.

DATA SECURITY AND CONFIDENTIALITY 

All data provided by customers of www.custo.com will be stored in a Database owned by Blue Retail, S.L. (the owner of Custo Barcelona’s online shop). This data will only be used to process shopping orders, to make browsing and shopping easier and to inform customers about the brand’s activities and latest news by email. Custo Barcelona guarantees that the data provided by its customers will not be shared with any third parties or other companies

HOW CAN I EDIT MY DETAILS? 

Editing your details is really easy: simply log into your account and edit the details you wish to modify in the Contact Info section.

HOW CAN I GET A PASSWORD REMINDER? 

If you forget your password and would like to change it, click on Log In followed by ‘Forgot Your Password?’. After you enter your email address we will send you a message which will allow you to reset your password. If you do not receive this email, we advise you to contact our Customer Services directly.

WHICH COUNTRIES CAN I SHIP MY ONLINE ORDER TO? 

Your order from our online shop can be shipped to the following countries: Germany, Austria, Belgium, Bulgaria, Croatia, Cyprus, Denmark, Slovakia, Slovenia, Spain (except the Canary Islands, Ceuta and Melilla), Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, United Kingdom, Czech Republic, Romania, Sweden and the United States.
For any inquiry you can contact our Customer Service.

CAN I EDIT THE ITEMS OR DETAILS OF MY ORDER? 

If you would like to edit your order once you have submitted and paid for it, you will need to contact our Customer Services. Changes to the shipping and billing address, size or item (if they are of the same value as the submitted order) will only be accepted if the order has not yet been shipped. 

If you would like to add new items or items that will change the total price of your purchase, you will need to place a new order.

CAN I CANCEL MY ORDER? 

You can cancel your order and request a refund for the amount you paid up until the moment your order is shipped. In order to do so, you need to contact our Customer Services. 

If your order has already been shipped, mail it back to us when you receive it so we can proceed to issue your refund.

HOW CAN I CONTACT CUSTOMER SERVICES? 

If you would like to contact the online shop’s Customer Services, go to the ‘Contact us’ section that can be found at the bottom of the homepage.

HOW DO I SHOP? 

1 Log in with your personal details or register to create your profile at the online shop. 

1 You can initiate the ordering process in two ways: 

1.1   Shopping from your customer account: 

Login in your personal account or register to create your profile at custo.com. 

In this option, you will have available your previous orders, returns and available vouchers and discounts. 

1.2   Shopping as a “guest”:  

In this option, you will introduce your information (name, email, delivery address) at the end of the purchase process, and your data will not remain recorded for your next purchase. 

2 Go to your section of interest via the top menu (Women, Men, Accessories…) and choose a category according to the type of item you would like to purchase (Dresses, T-shirts, Blouses…). 

3 When clicking on the item you would like to purchase you will see their photos in greater detail, a description, composition, care and cleaning tips, price and a specific size guide. 

4 Select the size you want and click ‘add to shopping bag’. If you would like to continue shopping, you can continue browsing the different categories. If your order is complete, click on the shopping bag icon in the top corner of the website and begin the checkout process. 

5 Once you’re in your shopping bag, click ‘Continue shopping’ if you would like to add more items to your order or ‘View Cart and Checkout’ to finalize your purchase and proceed with checkout. Here you will also be able to edit the amount of items, their sizes, delete them, etc. 

6 If you aren’t logged in when you click ‘Submit order’, you will then be requested to either log in or register so you can proceed with checkout. 

7 If you have a promotional voucher or a Gift Card, you will be able to spend them on the items in your shopping bag. Enter their details and you will see the total amount to be paid with the discount already applied. 

8 Provide your shipping and billing information on the shopping bag page or make sure it’s correct if you have already placed orders with us in the past and your address is set by default. If there are any errors, please edit them. In order to prevent delivery-related issues, we recommend that you provide a phone number which we can use to contact you. 

9 Choose the method of payment Visa, MasterCard, American Express, PayPal or Bank Wire and enter your details. 

10 Click ‘Submit order’ to confirm and proceed with payment. You will receive an email with your order details as a confirmation.

 HOW DO I CHOOSE MY SIZE? 

On the product pages you will find a size guide with all measures in centimeters alongside the item description. This will allow you to easily choose the size that best fits you.

IS IT POSSIBLE TO GET ANY ITEMS LISTED AS SOLD OUT ON THE ONLINE SHOP? 

If you are interested in an item that appears as sold out, or if you check the product details and the size you need is not available, you can contact our Customer Services. We will inform you if it is pending replenishment or if it’s available at any physical shops so we can ship it to you by means of an online order.

HOW CAN I MAKE SURE THAT MY PURCHASE HAS BEEN SUCCESSFUL? 

Once you have paid for your order, a confirmation message will appear on the online shop and you will also receive an email with the order details.

Returns and Exchanges

WHAT SHOULD I DO TO RETURN ONE OR SEVERAL ITEMS FROM MY ORDER?

If you are not satisfied with your purchase, you can return it within a maximum of 14 days from the date of receipt. You will be responsible for the return shipping costs to our offices, unless the reason of the return is a flaw in the products (how to proceed in this case is explained in detail below, in the section entitled ‘What should I do if I receive a flawed product’?

IMPORTANT: for purchases over 150€ Custo offers the free transport, in case of full or partial return of the order for reasons beyond the company the transport will be charged, except if the garments kept by the customer still exceed 150€.

How to proceed to return:

1st - Enter into your account by clicking in your name on the right top of the screen

2nd- Clinck "Order History and Details"

3rd- Find the order you want to return full or partially on the "Order List" and click on "Details" at the right

4th - Select the product or products you want to return, declare the reasons of the return on the "Merchandise Return" windows and click on "Make a RMA slip"

5th - Follow-up the status of your return in "My Merchandise Returns" in your acount

When preparing the package, remember to include a copy of the Sales document received to identify your order. 

Once we receive the returned parcel, we will contact you to arrange the details of any refund. Please note that you will also be refunded for the shipping costs of your purchase. The refund does not include the reimbursement of shipping costs in any case, excepting returns of flawed product and only once the product has been supervised by our Quality Department. 

It is important that the items you are sending back are in the same condition they were when you received them. They must not have been worn, washed or damaged and they must have their original tags. They must also be returned in their original wrapping. If you have received a flawed product, you will have to inform us within 48 hours by contacting our Customer Services. Returns of goods that have flaws caused by customer misuse or poor care will not be accepted. 

WHAT IS THE MAXIMUM REFUND TERM? 

The maximum period for returns is 14 calendar days from the date you receive your order. 

If you received a flawed product, please communicate the issue within a maximum of 48 hours by contacting our Customer Service.

WHAT SHOULD I DO IF I RECEIVE A FLAWED ITEM? 

If you receive a flawed item, please contact our Customer Services and we will schedule the collection of the item, all shipping costs will be assumed by us. 

Once our Quality Department has reviewed the item, we will then proceed to ship a new item in perfect condition or issue a refund, depending on your preference.

DO RETURNS INVOLVE ANY COSTS? 

If you wish to return an item because you are not satisfied or because the size is not right, you will have to assume the cost of shipping. If the return is due to the items being flawed, we will provide a free pick-up service. To request this, please contact our Customer Services. In both cases we will refund you for the cost of the purchase and for the cost of returning the items. 

If you decide to return any item because you are not convinced or the size you ordered was wrong, you can ship your order back to us through the courier company of your choice, although we recommend that you use a registered mail service in order to ensure maximum security. We take no responsibility for any incidents involved with the return of orders. 

Custo Barcelona will not accept any returns made that require payment from us on delivery or where customs fees apply – these returns will be shipped back to the sender.

CAN I RETURN AN ONLINE ORDER AT A CUSTO BARCELONA PHYSICAL SHOP? 

If you wish to return your online order, you can only return it to the e-Commerce Department. Returns of purchases made on the online shop will not be accepted at our physical shops – and vice versa.

HOW AND WHEN WILL I RECEIVE THE REFUND FOR MY RETURNED ITEMS? 

Once your return has been accepted, you will be sent a confirmation email to inform you that in a standard lead-time of 7 days you will be refunded for the corresponding amount into the same account you used to make your purchase, be it Visa, MasterCard, or PayPal (the real lead-time will change depending on your bank) 

If you made the return out of the period of the 14 calendar days, we will refund your return as Store Credit. You will see your Store Credit in “My account / My vouchers / My Store Credit” to be spent on future purchases on custo.com

SPECIAL PROMOTIONS 

Promotions cannot be combined with others, unless it is specified in their advertisement.