Shipping & Returns

1. DELIVERY METHODS AND TIMES

1.1 LUPO in-store delivery

You can have orders delivered free of charge in the LUPO location at calle Mallorca 257, 08008 BARCELONA, except for pre-ordered items not yet available.

You can pick up your purchase the same day. You will receive an email informing you that your order is ready for pick-up at the store. After receiving the email, you have up to 10 days to collect your package with proof of identity and your receipt. In-store delivery may not be available for use during sales periods and/or promotional/exceptional activities (for example, pre-orders).

1.2 Home delivery

Home delivery- your package will be hand-delivered to you and signed for upon receipt. If you are not home, you can select a new delivery date or availability in a pick-up point or near-by post-office.

You will receive your purchase in 3-5 working days after your order has been placed.

When an international delivery (especially in a country with custom taxes) is refused by a client, the brand has the right to charge the client for the return shipping and custom fees (for the return to sender). The total of the fees will be deducted from the client’s refund.

For all orders delivered in Spain and Europe the carrier will be UPS.

For all orders delivered outside Europe, the carrier will be FEDEX. 

 

1.3 Delivery costs

Delivery is free of charge on all orders over 300€.

Import duties and taxes may apply upon receipt of international orders.

2. CONFORMITY WITH ORDER

Upon receiving the item, it is the customer’s responsibility to ensure that the order is correct.

Any irregularities concerning delivery such as:

- damaged package,

- missing products,

- degraded products,

- products not in compliance with the order,

Must be reported within the legally required term, after receiving the order, and by certified letter or by email to this address: customercare@lupobarcelona.com

 

3. RETURNS

3.1 Returns of ordered items. 

The customer shall have a period of 14 days upon receiving the ordered items to return a product, the customer should only send an email to the following address: customercare@lupobarcelona.com

The email must contain the following:

Title: “Product return”

Order number

The customer’s last name

Delivery address

Email address associated with the order

If the customer uses his or her right to cancel the sale, LUPO will promptly send acknowledgment of receipt of cancellation.

3.2 How to make a return

If the items received do not comply with the order, the customer may file a complaint by email or certified letter to receive a “return voucher” free of charge. The incorrect item will then be sent back to the following address:

LUPO | C/ de Mallorca, 257  | 08008 Barcelona, Spain

To receive a complimentary return voucher, you can write to customercare@lupobarcelona.com. You will be provided with a printable voucher. The customer should then print it, paste it to the package, and drop the package off at the post office or at a “pick-up point” near your address.

Any delivery sent by the customer without first submitting a written request to the email address customercare@lupobarcelona.com will not result in a refund for delivery costs concerning this return.

The customer is advised to take care of the packaging and to protect the product well enough so that it does not get damaged during transportation. Items must be unworn.

3.2 Return conditions

The return of the product remains at the customer’s expense and will not be refunded if any of the following conditions is not met:

Returned products must be new, unused, and, if applicable, in their original box.

Returned items must be unworn, unused, and in their original packaging (the box containing the purse must be in excellent condition).

If any returned item is soiled or damaged by the customer, it will not be accepted.

Upon receiving the package, LUPO will determine if the returned product is in as-new condition. No return will be accepted if returned items have been visibly used or damaged by the customer, this use and damage rendering the product unsuitable for sale.

The customer may not demand any type of compensation or refund eligibility except, at a later date, when exercising warranty rights on sold products.

4. DELIVERY AREAS

LUPO delivers any order to mainland Spain, Europe and, following specific conditions, worldwide.