Shipping, exchanges & returns

Shipping

We prepare your order in 1–3 working days (up to 5 during collection launches). We ship it with SEUR and email you the tracking number.

We will never take more than 30 days to deliver it, except for pre-order products with a different date stated. If that happens, you can cancel the purchase and we will refund everything you paid. If there are delays for reasons beyond our control (strikes, storms, customs), we will let you know.

Shipping rates and times

• Mainland Spain: €3.95 · Free on orders over €75 · 2–5 working days
• Mainland Portugal: €5.95 · Free on orders over €75 · 3–6 working days
• Balearic Islands: €6.95 · Free on orders over €75 · 3–6 working days
• Canary Islands: €9.95 · 4–7 working days + customs
• France, Germany, the Netherlands and Luxembourg: €13.95 · Free on orders over €75 · 3–7 working days
• Italy, Belgium, Austria and the Czech Republic: €15.95 · Free on orders over €75 · 4–8 working days
• United Kingdom: €21.95 · 5–8 working days + customs
• Switzerland: €27.95 · 5–9 working days + customs
• Norway: €38.95 · 6–9 working days + customs

Times run from payment confirmation. Free shipping is calculated on the value of the products, with any discounts already applied. For Hungary, Slovakia, Ireland, Poland, Slovenia, Croatia, Estonia, Latvia, Lithuania, Sweden, Bulgaria, Finland, Greece, Romania, Serbia and Bosnia and Herzegovina we use SEUR's weight-based Classic HOME rate: the shipping price depends on the total weight of the parcel and is shown automatically at checkout before you pay.

Shipping outside the EU and to the Canary Islands

The United Kingdom, Switzerland and Norway are outside the European Union. Duties, import taxes and customs fees are not included in the price: you pay them when you receive your order. We recommend checking them with your country's customs before you buy.

The Canary Islands are outside the EU VAT area: IGIC, the islands' own tax, applies there. IGIC and customs fees are not included in the price: you pay them when you receive your order.

Delivery

Please check that your address and phone number are correct: SEUR will use them to contact you. The courier makes one delivery attempt and, if you are not in, leaves the parcel at a nearby SEUR point and lets you know by email or text message.

If the order comes back to us (wrong address, not collected, refused or unpaid duties), we will contact you. You can ask us to send it again, paying for the new shipment, or cancel it. If you cancel it, or don't reply within 14 days, we refund the amount minus the return and customs costs the carrier charges us.

Problems with your parcel

Until you receive your order, any shipping incident is our responsibility. Write to us and we'll sort it out:

• It arrives damaged or incomplete. Take photos of the parcel and the product and write to us within 48 hours. Keep the packaging.
• The tracking isn't moving. If there is no movement for 5 working days (8 for international shipments), let us know. Within 10 working days at most we send you another one or refund you, your choice. A parcel held at customs pending payment is not considered lost.
• It says “delivered” but you don't have it. Check with neighbours or the concierge and write to us within 48 hours. We will ask SEUR for proof of delivery and, if it doesn't show it reached you, we treat it as lost.

Asking you to tell us within 48 hours helps us claim from the carrier in time, but it doesn't take away any of your rights.

Online returns

You have 14 calendar days from receiving your order to return it, without giving us any reason.

How to return:

• Request the return by email at support@globalinnocence.com. If you prefer, you can use the withdrawal form (optional).
• We will send you the instructions.
• Send the products within 14 days of your request and keep the proof of postage.

You'll find the withdrawal form at the end of this page.

Return costs

Returns are at your expense, unless the product is faulty or not the one you ordered. The cost of the SEUR label is deducted from your refund.

• Mainland Spain and mainland Portugal. Drop-off at a SEUR point: €4.95. Collection from your home: €6.45.
• Balearic Islands. Drop-off at a SEUR point: €8.95.
• Rest of the European Union. We tell you the price of the label before you accept it.
• Canary Islands, United Kingdom, Switzerland and Norway. You send it yourself, with the documents we send you so that no taxes are charged when it comes back to Spain. If they are not used and we are charged customs, we will deduct it from the refund.

For every destination you can also send it yourself, with tracking.

Online exchanges

Available in mainland Spain, the Balearic Islands and mainland Portugal, subject to stock.

• You pay for the return label and we cover the shipping of your new size or product.
• If it's out of stock, we refund you.

Our editions are limited: if you want to secure your size, place a new order and return the first one.

Return conditions

You can try the clothes on as you would in a shop, but return them unworn, unwashed and with their tags. If they arrive worn or damaged, we may deduct the loss in value.

Underwear and socks that have been unsealed, and personalised products, cannot be returned unless they are faulty.

Refunds

We refund you within 14 days at most from when you tell us, to the same payment method. We may wait until we receive the parcel or your proof of postage.

• If you return the whole order, we also refund the standard shipping you paid.
• If you return only part of it, shipping is not refunded.
• Duties paid on arrival are charged by your customs, not by us: we will give you the documents so you can claim them back.

Faulty products

All our products come with a 3-year legal guarantee. If something fails or isn't what you ordered, write to us with your order number and photos before sending anything: we will give you a free label. Depending on the case, we will repair it, replace it, give you a discount or refund you, at no cost to you. The guarantee does not cover normal wear and tear or misuse.

If something isn't right

We want every order to be a good experience. If something hasn't gone well, write to us at support@globalinnocence.com: we will read your case carefully and find the best solution with you.

If you prefer, you can also ask us for the official complaint forms and we will send them to you. And if at any point we can't reach an agreement, your local consumer services or the Agència Catalana del Consum can also help you.

This policy does not limit any of the rights the law gives you as a consumer.

Withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To GI Creative Lab, S.L. (Global Innocence), support@globalinnocence.com: I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: Ordered on (*)/received on (*): Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is notified on paper): Date:

(*) Delete as appropriate.