Frequently Asked Questions
Do I need to make an appointment?
No, you don't need to make an appointment. You can visit any of our stores in Barcelona or Madrid without a prior appointment.
If I place an online order and I don't like it when I receive it at home, do you refund the money?
Yes, WE REFUND THE MONEY. Once you receive the package at your home, you have 15 days to make your return. If you wish to return it, you just need to do the following:
You have 15 days to return your order. You just need to follow the instructions included with your order and contact our shipping agency to arrange for your package to be picked up.
Returns will have a cost of €6.99. This amount will be deducted from the refund you receive.
Step 1. Fill out the return form that comes with your order.
Step 2. Contact GLS to arrange for the package to be picked up from your desired location. You can do this by calling 931156102 or sending an email to agencia.724@gls-spain.es (Monday to Friday from 9:00 AM to 5:00 PM).
Step 3. Hand the package to the GLS delivery driver.
Step 4. As soon as we receive the package at our offices, we will contact you by email to process the corresponding refund, which you will receive in your bank account.
The entire process can take 15 to 20 days, from when the delivery driver picks up the package at your home until you receive the refund in your bank account.
Returns are not accepted for accessories: earrings, fascinators, handbags, etc.
If the product is returned in poor condition (stained, used, torn, etc.), the corresponding refund will not be issued, and it will be resent to the customer, who will bear the corresponding shipping costs.
As soon as we receive the returned package, we will issue the corresponding refund for the full amount of the garment.
If the product is returned in poor condition (stained, used, torn, etc.), the corresponding refund will not be issued, and it will be resent to the customer, who will bear the corresponding shipping costs.
Online purchases made outside the EUROPEAN UNION are not eligible for returns.
Returns are not accepted for accessories: earrings, fascinators, handbags, etc.
Returns are NOT ACCEPTED for online purchases made from the CANARY ISLANDS.
Can I return my online order at the physical store?
We accept online store returns at our physical store in Barcelona and Madrid.
How long will it take for my order to arrive?
Delivery times are 48/72 hours from the purchase. *During peak season (March-September), some orders may be delayed up to 7 days. For urgent orders, please contact us: samanta@lacroixe.com
If I make a purchase at the physical store and it's not to my liking when I get home and try it on, can I exchange it? Do you refund the money?
Once the purchase is made in a physical store, you have 15 days to return the garment or garments. If you decide to return your purchase, you can exchange it for another item in the store or we can issue you a voucher for the total amount of the purchase; the voucher has no expiration date.
The return of a deposit for reservations cannot exceed 1 MONTH. This refund will be in the form of a VOUCHER for the amount.
Under no circumstances do we refund money.
Changes or returns are also not accepted for dresses that have been altered.
If I place an online order and when I receive it at home, I realize I want to change the size because it looks too big or too small, what steps should I follow?
Simply send us an email at samanta@lacroixe.com informing us of your size change, and we will contact you as soon as possible to process it.
Where are LA CROIXÉ dresses manufactured?
We carefully select all materials from national suppliers, as well as the workshops we work with, all local, made in Spain, committed to creating sustainable and zero-kilometer garments.
