FAQs

WHEN DO I CONTACT CUSTOMER SERVICE?

If you have any questions or if we can be of any further assistance, please do not hesitate to Contact us.

I FORGOT MY PASSWORD. WHAT SHOULD I DO?

Follow the “Forgot Your Password?” instructions on the “Sign in” page. We will send you an email to create a new password.

DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

No, we do not require customers to register to place an order.

However, registered customers are entitled to enjoy the following benefits:

Track your orders.
Request your return or exchange directly from your account.
Save your addresses for faster shopping.

HOW DO I CHANGE MY ACCOUNT INFORMATION?

Simply sign in through the My Account section and edit your information in "Profile".

HOW CAN I RECEIVE INFORMATION FROM PEDRO GARCÍA?

WHICH SIZE SHOULD I CHOOSE?

All of our products come in Italian sizes. To convert this to your usual size, simply visit our size, just click on our size guide link on any product page or see size guide information in the Customer Service section.

For additional questions regarding sizes, please email us at customerservice@pedrogarcia.com for advice.

HOW DO I KNOW IF AN ITEM IS IN STOCK?

All items are in stock unless "Sold Out" is displayed. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

DO YOU OFFER A REPAIRS SERVICE?

We provide complimentary repairs up to one year from the date of purchase. For further information please email us to customerservice@pedrogarcia.com.

WHAT PAYMENT METHODS DOES PEDRO GARCÍA ACCEPT?

Visa, MasterCard, Maestro, Diners, Discover, JCB, UnionPay, American Express and Paypal are all accepted.

IS IT SAFE TO USE MY CREDIT CARD ONLINE AT PEDRO GARCÍA?

To help ensure that your shopping experience is safe, simple and secure the Pedro García online store uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet.

Additionally, when you look at the location (URL) field at the top of the browser you will notice it begin with 'https:' instead of the normal 'http:‘, the "s" indicates that you are in secure mode.

To ensure your information is kept private, we do not process or store any payment information in our database

HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?

All orders from countries within the European Union are shipped on DDP (Delivery Duty Paid) basis, meaning that all taxes are included in the final price.

Deliveries to United Kingdom, Switzerland, Norway, Canada and the U.S.

The price of each item already includes the sales tax (VAT) as well as all customs duties and handling fees.

WHEN WILL MY ORDER BE SHIPPED?

Your order will be fulfilled within one business day, subject to card clearance and stock availability. We operate Monday to Friday, excluding Spanish bank holidays.

WHICH COUNTRIES DOES PEDRO GARCÍA SHIP TO?

We currently ship to all countries within the European Union, United Kingdom, Norway, Switzerland, Israel, Australia, New Zealand, Singapore, Hong Kong, Kuwait, U. Arab Emirates, Mexico, Puerto Rico, Canada and the U.S. Sign in to be notified when more countries are added.

Please note that we are unable to deliver to post office boxes.

WHEN WILL I RECEIVE MY ORDER?

Please click UPS Shipping Options

Please note that delivery times are provided as guidelines only and do not take into account possible delays caused by payment authorization and/or stock availability.

WHEN WILL I RECEIVE MY PRE-ORDER?

Pre-ordered items are not immediately available to be shipped out to
you. We provide you with estimated delivery times on the product page of your chosen item, however please note these are guidelines and may be subject to change. Any updates on the estimated delivery time will be communicated to youy our Customer Services team.

CAN I TRACK MY ORDER?

Once your order has shipped, you will receive an email confirmation including your tracking number.
If you have created an account at the Pedro García online store, you will be able to view and track your order.
Simply sign in to your account and click on “My Account” and then “Order history”.
The status of your orders will be displayed.
If you have any questions regarding your order, please email us at customerservice@pedrogarcia.com.

IS MY PACKAGE INSURED?

Pedro García insures each purchase from the time it is in transit until it is delivered to you. All orders require signature upon delivery, at which point you become responsible for the shipment. If you specified a recipient other than yourself for delivery purposes, you also accept that signature by the third party is sufficient proof of delivery and fulfillment.

CAN I CANCEL AN ORDER?

If you are based in the EU, in accordance with the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), you have the right to cancel your order with us, provided you give us written notice within seven working days of receipt. To cancel an order, you must:

Inform us by writing to customerservice@pedrogarcia.com to indicate your intention to cancel the order in accordance with the DSRs , and include the order number issued at time of purchase.

On receipt of your notice of order cancellation, customer service will email you a Returns Number. Please write this on the return form that you received with your order, and include it with your return so we can process your refund promptly.

You must return the Product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. Please note that you must cover the cost of the return shipment, as our free pickup service does not apply to orders cancelled under the Distance Selling Regulations. All items must be returned unused, in their original condition and from the country that the order was delivered to.

We recommend that you insure the return shipment, as it is your duty to take reasonable care of the goods and you will be liable for any damage to said items until we receive them at our warehouse. We also recommend that you use a secure, trackable means of shipping to return your order to us at PEDRO GARCIA STORES, C/Italia,46 Pol.Ind. Campo Alto, 03600 Elda (Alicante) and that you keep proof of shipping documentation, in case of a dispute.

We will refund the full value of your order, including shipping costs, within 30 days of receiving your notice of order cancellation. If we do not receive the items from the canceled order, we will arrange to have them picked up from you at your cost.

Please note that you may only use your right to cancel the order in accordance with the DSRs if you give us formal written notice of cancellation within seven working days of receiving the order, as described above.

CAN I CANCEL/RETURN MY PRE-ORDER?

Pre-order items are eligible for size exchange as long as they meet the requirements of our returns policy. However, returns will only
be refunded as a store credit.

To request an exchange or refund, please contact the Customer Service Department at customerservice@pedrogarcia.com or by phone/WhatsApp at +34 620 62 87 08.

HOW DO I RETURN AN ITEM?

To return or exchange one or more items of a purchase, within 14 days of receipt of your order, please enter your order number as it appears on the order confirmation at the following link https://returns.itsrever.com/pedrogarcia

If you already have an account, you can enter “My account” on the website and click “Returns and Exchanges.”

Items must be returned to us in perfect conditions accompanied by the Returns and Exchanges form.

All shoes must be tried on a carpeted surface until you have decided to keep them. Shoes must be returned unmarked and in their original, undamaged shoebox and dust bag, as this is considered part of the product. If not, the return may not be accepted, and may be sent back to the customer.

RETURNING YOUR PURCHASE

1. Place the item(s) in the original shipping box.

2. Paste the following document sent by email on the outside of the shipping box:

- the transparent envelope with the three copies of the return invoices -which will be provided by the carrier.

- the return sticker, which must cover the original delivery address.

3. Make the return request following the instructions explained in the previous section and the courier company will pick up your package.

4. You will be refunded in the original payment method. Please note that shipping costs will not be refunded.

*Please note a gift is included with your purchase (e.g., a book), the value of the gift will be deducted from your refund unless the gift is returned to the warehouse.

HOW DO I EXCHANGE AN ITEM?

Purchased items are exchangeable for a different size. All exchanges are based on stock availability and are shipped to you free of charge. Should you be interested in a different style, simply return your item(s) to us and simply make a new order

To exchange an item please request a Return Number through My Account within 14 days of receiving your order, and specify the size you would like.

I RECEIVED A FAULTY GOOD. WHAT SHOULD I DO?

We will help you arrange the return shipping. Since we need to know the details of the damage before we decide how to return the item, please do not send anything back to us without our knowledge and confirmation.

Items are considered faulty if they are received damaged, or when a manufacturing defect occurs within 12 months of purchase. Please note that items damaged as a result of wear and tear are not considered faulty.

If you have any questions regarding faulty items, please email us at customerservice@pedrogarcia.com

CAN I ADD ITEMS TO MY EXISTING ORDER?

Unfortunately, it is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order with all the items you would like together.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

You will be refunded via the original payment method, including shipping costs for defective items or orders canceled under the DSRs only; otherwise, shipping costs will not be refunded.

ONCE MY ORDER HAS BEEN RETURNED, HOW LONG WILL IT TAKE FOR MY REFUND TO BE PROCESSED?

We will make every effort to ensure a prompt refund and will send an email notification when your return is processed. Returns are generally processed within 5-7 business days from the date of receipt to our return location.

Please note that credit/debit card refunds may take up to 10 business days for your bank to complete, depending on the cards issuers and their processing. Unfortunately, we are unable to control this.