FREE RETURNS

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. 

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 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 estimated 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