Ayuda

Customer service: +34 938 793 432

Whatapp: +34 618 215 116

Lunes a viernes: 9.30h a 20.30h

Sábado: 9.45h a 14h

Are the prices the same at the Online Shop and at the Un Paso Más stores?

Yes, but if there is any difference between the prices listed in the online shop and the ones on the labels of the items, the correct one will be the labeled one.

You can also find special offers in our online shop.

What does a “No stock” tag on a product mean?

This product is sold out at the moment but we will try to replace it as soon as possible. In that case, you can request to be notified automatically by email when the item is restocked. If we are not going to restock the product, you will not be allowed to use the notification service and the product will be removed from the site as soon as possible.

Are there special promotions on the online store items?

Yes, we have special promotions and they will be announced in the online store, on social networks, and in the weekly newsletters.

How can I modify, cancel or remove my order?

You can edit/delete the items you want to change or remove from your shopping basket as long as your order has not been processed yet.

If you want to change an order that has already been processed, you must contact us as soon as possible, Contact us through our contact forms.

How do I determine the status of my order?

Once the order leaves our warehouse, the customer will receive an email confirming that your order has been shipped.

If you need to know the status of your order, you can contact us, Contact us through our contact forms.

What should I do if I receive the wrong item?

If, exceptionally, you receive an item you did not order, our carrier will pick it up at no cost as long as the item(s) are not used. Contact us through our contact forms.

How do I return my items?

If you are not satisfied with your purchase, you can return the items in their original condition and packaging within 15 days of receiving it and we will issue your refund.

To make a return, go to the Exchanges & Returns section of our website and complete the form with the information of your order. In 24 working hours, we will send you an email with the instructions you need to follow in order to continue with the return. Returns at the stores will be free and, if an in-store return is not possible, we will provide you an optional 5€ pick up service.

Refund of a purchase

If you followed the return steps, once we receive the product and after we check the state of the product, we will refund the full amount of the purchase via the payment method you used (credit card or Paypal account). It may take 3 to 15 working days, depending on your bank, to show up on your account.

Can I use the Gift Card on your Online Shop?

At the moment this option is not available, but if you send us an email to comunicacion@unpasomas.com we can create an equivalent online voucher you can use on the website and we will cancel your gift card. Note that this voucher is for a single use.

Do the Gift Cards expire?

No, you can use it whenever is convenient for you, but we are not responsible for its loss.

How do I know which size I should buy?

Normally, all our products correspond to your usual size. In some cases, if the model fits differently we will note the nature of the size difference in the product description.You can find some help at the Size Guide section on the left menu.

In some cases, if the model fits differently we will note the nature of the size difference in the product description.

There was a model on the website and now it’s gone. Will you receive more?

When we remove a product from the website, we will no longer sell it.

Is the stock of the online shop the same as the stores?

Yes, the online shop’s stock is shared with all the stores and the warehouse. When a product on the website is not available in the size you want or is out of stock, you won’t be able to find it in stores.

How do I get notified when the size of a model I want is back in stock?

To be notified of restocking, you must select the size you want and complete the notification form with your email address. Once we receive your size of the model, we will send you an email letting you know that it’s back in stock. Remember, you may not be the only person who has asked to be notified, and we don’t guarantee that once you enter the online shop the size will be still available.

I have a voucher, where do I enter it?

Once you start processing your order, you can enter the voucher in the designated area before completing payment.

Product added to wishlist