Orders are prepared during business days at the following times:
- Monday to Friday from 9am to 2pm (9:00 to 14:00)
Orders placed outside these hours will be prepared on the following business day.
Orders are shipped by express mail. The rates/terms are:
- Spain – between 48 and 72 business hours
- Rest of the world between 4 and 7 business days
SUELA is committed to delivering products in perfect condition to the address indicated in the order form, within normal business hours.
SUELA will not be responsible for delivery errors if the address in the order form does not correspond with reality or has been omitted.
The maximum time period set for deliveries is thirty (30) days, legally established by default.
However, the usual delivery time (period) is 2-7 business days, from the day of the order.
These deadlines are means, and therefore an estimation. In case of delays in deliveries, SUELA will inform you as soon as they are notified.
Each delivery is considered completed from the moment in which the transport company makes the product available to the user, which is materialized through the control system used by the transport company.
In the event of delays in the delivery of orders attributable to SUELA, you can cancel your order in accordance with the procedure described in the “Returns” section, as if it were a defective order, without assuming shipping or return costs.
If the order has been made available to you by the transport company within the agreed period, but could not be delivered for attributable reasons, it cannot be considered a delay.
If you are not at home at the time of delivery, the carrier will leave a receipt indicating how to arrange a new delivery.
If the delivery has not been arranged after 7 business days you should contact us. If you do not get in touch with us within 10 days, the order will be sent back to SUELA and you will be responsible for the shipping and return costs of the package, as well as any possible management costs.
If the package was lost on the way to you, our carrier will open an investigation. If this were to be the case, we will contact you and ask whether you want to cancel the order and receive a full refund ( cost of products and shipping costs ) or want us to send the order again at the additional cost.
At the time of delivery, we advise that you check everything is in good condition before the SUELA carrier leaves, so you can let us know in the delivery note of any anomaly that you could detect in the packaging.
If you become aware of any defect such as a hit, breakage or damage caused during shipping, please let us know by email at eshop@suelashoes.com as soon as possible (maximum of 5 working days), so we can process a return.