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FREQUENTLY ASKED QUESTIONS


ORDERS/PURCHASES

How do I make my purchase online?

To place an order via the electronic ordering platform, please enter your individually created username and password. Then select the item(s), size and quantity you wish, and add them to the shopping basket. Once the "Add to Cart" selection has been made, you may continue shopping or proceed to the checkout. Once the item selection is complete, you may click on the "Cart" option to view the complete order and, if it is correct, select the "Proceed to Checkout" option. If there are any unwanted items, you may remove them at this point. Once the purchase has been confirmed, payment and delivery details will be requested.

 

How do I pay for my order?

We provide several 100% secure payment options, and your details will not be registered on any database. You may pay by credit or debit card (Visa and MasterCard), PayPal or cash on delivery.

1.- If the payment is made by credit card, the amount shall be deducted once the order has been dispatched.

2.- If the payment is made by debit card, the amount shall be automatically charged at the time of purchase.

3.- If the payment is made through PayPal, you may pay the amount with the credit card you registered in your account, by direct debit or with a PayPal balance. This way, you only have to enter your email address and password. If you do not have a PayPal account, you may use it as a payment gateway.

4.-If the payment is made by cash on delivery, you must accept the order according to the instructions indicated at the time of purchase. Please remember that until you accept the purchase, your order is not confirmed and, therefore, the selected items are not reserved.

What is more, within 3 working days your order shall be removed from our systems .

Payment by cash on delivery shall incur an additional cost of €2.95.

*This payment method is only valid for Spain (peninsula and Balearic Islands) and Portugal (peninsula)

*Deliveries are not made to Madeira or the Azores


How do I check the status of the order?

By entering the "Orders" section on the website. You will receive an email when the status of your order changes.


What happens when I make a purchase?

When you complete the payment of your order, you will receive a confirmation email to say that we have received the order. We will also contact you if we need more information for delivery or if there is any incident with your order.

 

How do I use my discount code?

  To apply a discount on your purchase using a promotional code, just follow these simple steps: select and add the items you want to buy to your basket and click "Proceed to Checkout". On the next page, you will see the order summary and a box where you can enter your discount code.

 

I'm having problems entering the website or making a purchase

If you're having a technical issue while browsing fluchos.com or when placing an order, please contact our customer service department on +34 941 384839 or via the contact form on the website.

In order to resolve the issue, please include as much information as possible: the Internet browser you are using, the page you were trying to reach, and the time the problem occurred. It would also be very helpful if you could attach a screenshot of any error messages that you see while browsing

 

What advantages do I get for signing up to the website?

Once you sign up, you won't have to fill out your delivery details again each time you make a purchase. You will also have access to a selection of exclusive models only available on our website.

 


DELIVERIES

What are the delivery costs?

We will send your order free of charge to any address provided in Spain (peninsula and Balearic Islands) and Portugal (peninsula). Deliveries are not made to Madeira or the Azores. Delivery costs for orders to the Canary Islands, Ceuta or Melilla shall be borne by the customer. Likewise, there are no costs for exchanges or returns sent from Spain (peninsula and Balearic Islands) and Portugal (peninsula). The cost of returns made from the Canary Islands, Ceuta, Melilla shall be borne by the customer, including all customs fees and other expenses.

Orders with delivery to Europe (Andorra, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Romania, Sweden, Switzerland) may be sent via Standard Delivery (free-of-charge) or 48-hour Express Delivery (additional charge of €5).

 

How are deliveries sent?

Deliveries will be made to any address in Spain, Portugal (peninsula) and the European countries mentioned above. Once the order has been sent, we will email you the tracking number and the name of the courier company.

Please note that deliveries will not be made to PO Boxes, and we shall not be held liable for deliveries if a PO Box was specified as the destination address.

To avoid incidents with deliveries (incorrect addresses, nobody found at home, etc.), please fill in the contact telephone box.

Items purchased from Clubfluchos shall be transported by  Correos Express (España), SEUR (Portugal) for deliveries to Spain (peninsula and Balearic Islands) and Portugal (peninsula), except for laces and deliveries to the Canary Islands, Ceuta and Melilla, which shall be transported by the Post Office (Correos). Deliveries to the rest of Europe shall be transported by UPS.


How long does delivery take?

Orders are processed until 12.00 noon Spain and Portugal, 10.00 noon rest of countries. Orders processed after that time shall be dispatched the following day. Once the order has been processed, the delivery time is 24/48 hours, if it was placed on a working day, for Spain (except for deliveries to the Canary Islands, Ceuta and Melilla, and orders for laces) and Portugal (peninsula). Standard Delivery for the rest of Europe is 3/4 days, while Express Delivery is 24/48 hours. On Saturdays, Sundays and public holidays, there is no collection or delivery service, which should be taken into account when calculating delivery dates.

If a specific item is not in stock, Fluchos shall contact you to give a new delivery date.

Orders shall be delivered to the address you provided. Fluchos assumes no liability if the delivery cannot be made as a result of an inaccurate or incomplete address or due to your absence. Notwithstanding, Fluchos shall take the measures required of a diligent retailer to ensure that the delivery can be made as soon as possible, both to the satisfaction of the sender and of the recipient.

Delivery costs shall be borne by Fluchos for orders shipped to Spain (peninsula and Balearic Islands), Portugal (peninsula) and Europe with the Standard Delivery option. Delivery costs for orders to the Canary Islands, Ceuta or Melilla shall be borne by the customer, as will the costs of Express Delivery to the rest of Europe.


How do I check the status of my delivery?

When your order leaves our warehouse, we will email you the tracking number from the courier company so you can check the status of your delivery.


How do I receive a package at an address other than my home address?

 Just enter your new delivery address when you place your order. This is ideal for sending gifts to your friends or receiving a package when on holiday.

 

 

RETURNS AND REFUNDS

How do I cancel an order if I no longer want to receive it?

You may cancel it as long as it has not been dispatched. Please note that orders are dispatched from Monday to Friday on the first working day after the purchase.

To cancel an order, go to the "Your Orders" section and enter the order number and the email address you originally used.

The system will show the order details and if the "Cancel" option appears, just click on it to cancel. Once cancelled, you'll receive a confirmation email. If this option doesn't appear, your order has already been dispatched and you cannot cancel it.

You can also contact our Customer Service Department to cancel, as long as the order has yet to be dispatched.

If the order has already left our warehouses, it cannot be cancelled, but you may return it once you receive the package.

How many days do I have to exchange or return an order?

We hope you are satisfied with your Fluchos shoes purchased from Clubfluchos, but if you need to return them, you have a period of 30 calendar days from the date of receiving the order to make your return.


How many days do I have to exchange or return an order?

  We hope you are satisfied with your Fluchos shoes purchased from Clubfluchos, but if you need to return them, you have a period of 30 calendar days from the date of receiving the order to make your return.

 

How do I return an order?

To return an order, please enter the website www.fluchos.com and go to the "My Account" section and then select "Returns", where you will see a list of all your orders. You will see a button next to the order number for returning goods. If it is an order sent to Ceuta, Melilla or the Canary Islands, you will receive an email to say that you may return the goods using the shipping method you wish. If you wish to return insoles or laces, our customer service department will contact you to manage the process. However, returns handled by Fluchos shall be processed via the  Correos Express (España), SEUR (Portugal) website, in the case of orders delivered to Spain (peninsula and Balearic Islands) and Portugal (peninsula). When you click on the button, you will be redirected to the  Correos Express (España), SEUR (Portugal) website where you will have to select whether you want a courier to pick up the order at your address or drop it off yourself at a collection point. After selecting the type of collection, please enter your details, the day and the time slot for pick-up. Once this process is complete, please print out the label and stick it on the package, which shall be the original packaging or, failing that, of a similar type. The package will now be ready for pick-up from your home or drop-off at a collection point. You will then receive an email from  Correos Express (España), SEUR (Portugal) with the tracking code of your return. For returns of orders shipped to the European countries mentioned above, please inform our customer service department of the desired pick-up date and time. Once confirmed (please note: the date and time may differ from the ones provided, as it depends on the courier company), please stick the label on the package.

The return shall be processed within 15 working days (Monday to Friday) from receipt thereof. Once processed, the corresponding amount shall be refunded according to your original payment method.

On the website, you can only process returns of items bought from fluchos.com


Can I change the size or model of a received order?

Our goal is that each customer is fully satisfied. If for any reason (size, colour, etc.), you are not fully satisfied with your order, you have 30 days to return it. After making the return, you may order a new item.

Please check that the following conditions are met before making a return:

  • The item should not have been worn.
  • You have the receipt of purchase.
  • The item should be sent in the same condition in which it was received. If it does not have the original packaging, you will have to replace it with one of similar measurements and capacity.

 

When will I receive the refund of my online order?

 Once we receive the goods, we shall verify the return and process the refund within approximately 15 working days (Monday to Friday) from receipt at our warehouse.

Refunds are credited to the same payment method that you used to place the order.

 

Can I track the refund of my order?

  We will send you an email with refund details once we have received the goods at our warehouse.