ONLINE HELP
See our frequently asked questions to find out how Dorantes Harness works.
ORDERING
WHAT SHOULD I DO IF I NEED HELP PLACING MY ORDER?
Please contact our Customer Service as soon as possible by phone or email.
IS IT POSSIBLE TO MODIFY THE ORDER I HAVE JUST PLACED?
Please contact our Customer Service as soon as possible by phone or email.
I HAVE JUST COMPLETED MY ORDER, BUT I HAVE NOT YET RECEIVED MY ORDER SUMMARY.
It may happen that your order summary is sent to you a few minutes after you have completed your order. We recommend that you check your “Spam” folder. Depending on your messaging settings, the message may arrive there. If you do not receive any e-mail, please contact our Customer Service.
DELIVERY
HOW LONG IT TAKES TO GET DELIVERY?
Delivery time is estimated between 3 and 5 working days.
WHAT ARE THE DELIVERY COSTS?
Deliveries (subject to the availability of the following delivery services at the time of purchase):
The shipping costs are as follows:
Deliveries in Spain: – GLS: free shipping.
Deliveries outside Spain: When you make the purchase, the shipping cost will be calculated according to the place where you want the order to arrive.
IS IT POSSIBLE TO FOLLOW THE EVOLUTION OF MY ORDER?
To follow the progress of your order, click on the tracking link that has been sent to your email. If you have any questions, you can contact our Customer Service by phone, WhatsApp or email.
COLLECTION IN SHOP
CAN I COLLECT MY ORDER IN A SHOP?
YES, you can pick up orders placed on the website in shop.
You will receive an e-mail with confirmation about your order arrival. When you will receive the e-mail, you will have 15 days to collect your order.
To collect your order, please approach the sales staff when you arrive at the shop. You will need to present the following:
- The message confirming the arrival of your order at the shop (printed or on the screen of your phone).
- An identity document.
IS IT POSSIBLE TO DESIGNATE A THIRD PERSON TO COLLECT THE ORDER IN SHOP?
When placing your order, you can designate another person to collect your items in shop. Enter your name and surname in the appropriate fields and send them a message confirming the arrival of your order at the shop. On presentation of this message, together with proof of identity, you will be able to collect your items.
RETURNS AND EXCHANGES
HOW CAN I RETURN OR EXCHANGE AN ARTICLE PURCHASED ON WWW.DORANTESHARNESS.COM?
You can return or exchange orders placed through the website within thirty (30) calendar days from the date of delivery. You will be responsible for the cost of returning the items.
The items must be accompanied by your purchase invoice or a copy in the case of a partial return.
If you have received the items as a gift, it is only possible to exchange them for items of the same value. Please contact our Customer Service to receive the pre-paid return label by email.
HOW TO RETURN YOUR ORDER?
You will have to fill in the contact form that appears on our website with the information requested and, in the body of the message you will have to indicate the order number, as well as the reason for your return.
Once the return has been received in our warehouses, we will check that they are in their original condition and, once this has been checked, you will receive an e-mail explaining the return process.
IS IT POSSIBLE TO RETURN OR EXCHANGE AN ITEM IN A SHOP?
Products purchased in the Dorantes Harness shop can be exchanged in the Dorantes shop within thirty (30) calendar days from the date of delivery.
The Dorantes Harness shop will provide you with proof of return of the item, and the head office will be responsible for handling the refund.
WHAT ITEMS CANNOT BE RETURNED?
Personalised items cannot be returned.
WHAT ARE THE REFUND DEADLINES?
We try to process refunds as quickly as possible. You will receive your refund within 15 working days of receiving your return in our warehouse.