FAQS
Do you ship internationally?
Yes, we ship internationally. Once your order has been dispatched, you will receive a shipping confirmation email with a tracking number so you can follow your order.
How long does it take to ship an order?
For shipments within Spain, the approximate delivery time is 1–3 business days.
For shipments within Europe, the approximate delivery time is 2–5 business days.
For shipments outside Europe, the approximate delivery time is 3–15 business days.
Free shipping is available on orders over €300.
Delivery times are approximate and may vary. During promotional periods, holidays and other periods of high demand, shipments may experience delays.
Exchanges, returns and refunds
Purchases made in our physical store
Items purchased in our physical store cannot be returned or refunded through our online store. Upon presentation of the original purchase receipt, they may be exchanged for another product at the same physical store where they were purchased, subject to our in-store exchange conditions.
Exchanges of online purchases
Online purchases may be exchanged for another product currently in stock within 30 days of receipt. To request an exchange, please contact customercare@lupobarcelona.com before sending any product back.
Returns of online purchases
Customers have 14 days from the date of receipt of their order to request a return. To initiate a return, please contact customercare@lupobarcelona.com.
The email should include:
- Subject: “Product Return”
- Order number
- Customer’s first and last name
- Delivery address
- Email address associated with the order
Once we receive your return request, LUPO will confirm receipt of the request and provide you with the necessary instructions for returning the product.
Return shipping costs
For returns due to a change of mind or any other reason unrelated to a defect, damage, incorrect product or error on the part of LUPO, return shipping costs are the responsibility of the customer and will not be refunded.
If the product is defective, damaged upon arrival, incorrect, or the return is the result of an error on the part of LUPO, return shipping costs will be covered by LUPO. Please contact customercare@lupobarcelona.com before sending the product back so that we can provide you with the appropriate prepaid return instructions.
Any product returned without first submitting a written request to customercare@lupobarcelona.com will not result in reimbursement of shipping costs, even when the return is due to an error on the part of LUPO.
Return conditions and refunds
Returned products must be new, unused and unworn, and must be returned in their original packaging, including the protective dust bag. The box containing the product must also be returned in excellent condition.
If a returned item has been used, soiled or damaged by the customer, LUPO reserves the right to reject the return.
Upon receipt, LUPO will inspect the product to verify that it is in resalable condition. Once the return has been accepted, the refund will be processed using the original payment method in accordance with applicable regulations.
If a return is rejected because the above conditions have not been met, the customer will not be entitled to a refund.
Do I have to pay customs duties or taxes?
All applicable taxes are included for orders delivered within the European Union. Orders shipped to destinations outside the European Union may be subject to import duties, taxes or other charges imposed by the destination country.
These charges are the responsibility of the customer and are not included in the purchase price or shipping costs charged by LUPO. As these charges are determined by the authorities of the destination country, LUPO is unable to estimate their exact amount in advance.
Do the products have a guarantee?
LUPO Barcelona products are covered by the applicable legal guarantee. For new consumer goods sold in Spain, the legal guarantee period is three years from the date of delivery.
If a product presents a lack of conformity or manufacturing defect covered by the legal guarantee, please contact customercare@lupobarcelona.com so that we can assess the case and provide the appropriate solution in accordance with applicable law.
The guarantee does not cover damage resulting from normal wear and tear, improper use, accidents, failure to follow care instructions, or theft.
How can I take care of my LUPO?
Leather is a natural and delicate material. To help preserve the appearance, shape and texture of your LUPO product, we recommend the following:
- Store the product inside its protective dust bag when not in use.
- Avoid prolonged exposure to direct sunlight, heat and humidity.
- Avoid direct contact with oils, cosmetics, perfumes, alcohol and coloured or tinted liquids.
- Avoid overfilling the bag, as this may alter its original shape.
- If the product becomes wet, gently wipe it with a soft, dry cloth and allow it to dry naturally at room temperature.
- Do not use chemical cleaning products unless specifically recommended for the material.