Sneaker Care

Crep

CREP PROTECT CURE REFILL

Below is all the information about the shipping and delivery of your orders. At 4Elementos, we do everything we can to ensure that shipping times are met; however, if you have not received your order after the indicated time, please contact us by sending an email to clientes@4elementos.es

Upon placing an order, you should receive an "Order Confirmation" email with the details of the items you have just purchased. Next, our team will start preparing your order and we will inform you of its status, notifying you on the following stages of your order: Preparation in progress, ready for shipping (in this notification we will send you a shipment tracking link), sent and delivered.
If you do not see these emails, please check your junk mail or spam folder. If you cannot find the emails in this folder, do not hesitate to contact us at clientes@4elementos.es

1. Shipping/delivery time of an order

The shipping/delivery time of your order will be 24-72 hours on business days (Monday-Friday) in Spanish national territory. The delivery time may be longer for certain destinations; see the table below to find out the costs, areas and delivery times.

Orders placed after 15:00h will be processed the next day. Free shipping on orders over 250€. Free collection in physical shop: A Coruña. Vigo and Ourense.

The following days are excluded from the shipping time: Saturdays, Sundays and bank holidays.

2. Shipments: Spain - Portugal

* Tax included

3. Shipments: EU

Shipping costs to EU countries will be calculated based on the weight of the wanted items.

To see how much you would have to pay for shipping costs to an EU country, add the items you want to the cart and visit the summary of your purchase (by clicking on the cart); a chart will appear specifying the shipping costs.

4. Shipping/delivery time during specific periods

During certain periods such as Christmas, Black-Friday, Sales or other promotional campaigns that we organize, our shipping/delivery time may be higher than the standard times indicated above. This information will be shown when you select the shipping agent during your purchase process, so you will know the approximate time it will take to reach the destination address of your choice before placing the order.

5. Where can you receive your order

You can receive it at the address you choose (home, work ...) at the time you place your order. Remember to fill in all the fields correctly and leave a contact telephone number in order to arrange the shipment and to contact you in case of any incident or in the event the recipient is absent at the time of the delivery.

6. Company delivering your order

4Elementos has Correos Express as its logistics services partner. Once the order leaves our facilities, Correos Express will send you an email, and if you have provided your cell phone details, it will send you a text message 24 hours before the expected delivery date so that you can manage the delivery as you deem appropriate.

7. Status of your shipment

Once your order leaves our facilities, we will send you an email with the tracking number so you can see its status.

24 hours before Correos Express is scheduled to deliver the order, it will send you a text message to indicate the day of delivery and will provide you a link through which you can manage the delivery or the pick-up of your order at a post office.

8. Absence of the recipient at the time of delivery

If nobody is available at the indicated address at the time of the delivery, another delivery attempt will be made in the following days. In the event that delivery cannot be made on that second attempt, the package will be deposited at the nearest Correos Express facility until the delivery is arranged. Once the order has been placed, the delivery method cannot be changed. For any questions or problems, you can contact us through our email clientes@4elementos.es

If you have a specific time-frame in which you can collect the order or any difficulty in doing so, please indicate this in "observations" at the time of ordering or contact us by sending an email to clientes@4elementos.es so that we can agree on the delivery time that best suits your needs.

We remind you that Correos Express will give you the option to pick up your order at a post office through the link that will be sent to you via a text message 24 hours before delivery.

9. 4Elementos shipping liability

At 4Elementos, we always commit to comply with all the conditions set forth on this page; however, on certain occasions it might not be possible to do so for reasons beyond our control, such as a shipment delays due to weather events or theft. For your peace of mind, our shipments are insured and we will respond in any case with our utmost effort and available mechanisms to solve any type of incident in the shortest time possible.

You can return (totally or parcially) your order withing the next 15 natural days from the day you receive it.

Procedures:

1. Send an e-mail to clientes@4elementos.es with the subject "Return+Order Number" and specify which products you wish to return.
2. Go to the nearest 4Elementos store to make your change or return.

It is essential that the items you want to return are in perfect conditions, with its original packaging, tags, as well as unused and unwashed. 

We have two options for returning online orders:

1.We do it for you (cost 4.95€) For National Orders. 

From 4Elementos we help you with your return for National orders (Portugal not included). Contact us and we will manage the return. You must follow the following instructions: 

• Print the invoice of your order or complete the return form. You must include it inside the box where you send the return. If you do not have a printer, you can do it by hand on a piece of paper!

• Contact us via email (info@4elementos.es) providing us with the information about the order (order number, user name, email or telephone number used to place the order) indicating the products you wish to return.

• Put the items to be returned in the same box in which they arrived. Remove the previous shipping label, seal it well and make sure that the original box of the product is protected and packaged properly, so that it is not damaged in transport. 

• 4Elementos will generate a return code with Correos that we will send you. This code will be the one that you will have to take to the nearest post office to your address to deliver the package and send the product.

• Once you take the package to Correos with the code that we have given you, Correos will process the entire return.  They will print a label that they will stick on the package and they will manage it to send it to our facilities. 

• Once the package arrives at our warehouse we will refund the amount of the product discounting the return for a value of 4.95€ of the shipping costs. In the case of a refund on the total amount, the cost of transport will be deducted if the error is not attributable to 4 Elements.

• The refund will be made using the same payment method you used to make the purchase. It may take from 24 to 72 hours to process the refund.

2. Managed by the customer - National and International Orders.

For international returns you must follow the steps below. Likewise, if you wish to make your return for domestic and Portuguese orders, please follow the instructions below:  

• Print the invoice of your order or complete the return form. You must include it inside the box where you send the return. If you do not have a printer, you can do it by hand on a piece of paper!

• Put the items to be returned in a box. It can be the same one they came in. Make sure that the original product box is protected and packed correctly, so that it is not damaged during transport.

• Send the package. Shipping costs are to be paid by the customer. You can choose the shipping company of your choice. The box must include on the outside your details as the sender and the shipping address indicated below:

• Refund. When your package arrives at our headquarters and we verify that the items are in the aforementioned conditions, we will proceed to make the corresponding refund of the product. (exempt in the return the shipping costs). In case of return of the total amount, the cost of transport will be deducted if the error is not attributable to 4 Elements.

• The refund will be made by the same payment method you used to make the purchase. It may take from 24 to 72 hours to process the refund.

Exchange or return of online orders in the shop

You can go to any of our physical stores (see stores) with the items to return or exchange along with the Original Ticket.

Remember that the items must be returned in its original packaging and in its unused, unaltered, unwashed condition.

The store will process your return of online orders and inform our return center that will refund you the corresponding amount through the same payment method you used at the website.

Please note that it can take up to 10 business days to process your returns.

Online Exchange

We don’t accept online exchanges.

Go ahead and return the item or items you wish, following any of the procedures mentioned above and place a new order for the item that you actually want.

In-store returns of orders purchased in physical shops

For orders placed in physical shops, both normal purchases and "Express Sales Orders" (those that are placed in one of our physical shops and sent to the address of the customer's choice), no refund will be made. Instead, a voucher with no expiry date will be issued for the same value of the returned items.  

Additional Notes

You are expected to handle the items in the same way you would in-store, until you decide to keep them.

As mentioned before, all returned items must be unused, complete, labeled and in their original packaging. In case of defiance, the customer is responsible for any decrease in the value of the articles and your return may be denied.

Claims Policy in case of Manufacturing Defect

As a consumer you are entitled to the legal guarantee of the country you reside in.

Under the legal guarantee, products must:

1. Not present any quality defects at the time of delivery.
2. Meet the features and standards indicated in the offer.
3. Ensure the necessary characteristics for use under normal conditions.

However, if any product delivered by us has an unexpected defect or violates the legal guarantee in any other way, don’t hesitate to contact us by sending an e-mail to clientes@4elementos.es with the subject “Defect + Order Number”. Make sure to clearly expose the article’s defect.

We suggest you:

1. Precisely describe the manufacturing defect.
2. We appreciate it if you include several photos or videos that precisely show the problem and the overall condition of the article.

4Elementos will evaluate the case and once your request is confirmed we will manage a pick-up of the defective product. We follow a rigorous protocol and once we confirm the condition of the articles we will proceed to reimburse the corresponding ammount.

PAYMENTS and DISCOUNT CODES

Which payment methods do you accept?

Shopping at 4Elementos is totally safe. We have different payment methods so that you can choose the one that bests suits you.

• Credit ot debit card 
• PayPal

How do discount codes work?

If you have a discount code, you can apply it at “checkout”. You will see a summary of your purchase and a box were you can enter your promotional code. Enter it and press “apply”.

*Make sure to check the conditions of your code. You may have to make a minimum purchase or meet some other requirement in order to be able to use it.

SSL Encryption

As a general rule, all areas related to the order completion process and MY ACCOUNT are secured through the SSL protocol, which protects against unauthorised access. The URL in the address line of your browser beginning with https:// indicates that you are in a secure area.

When you place your order or select Buy on the product details page, you may be redirected to your bank's website to verify your payment. This is an additional step that has been added by European regulations to improve security when you shop online.

For security reasons, your bank may instruct you to verify your purchase. This new experience will only apply to some purchases, payments and subscriptions.

Our online shop offers the following payment methods:

Card

We accept Visa and Mastercard credit and debit cards. Payment will be made through a 100% secure payment gateway.

To verify payment by card:

1. Follow the instructions provided on the bank's website.
2. One of the verification mechanisms the bank may ask you to use is a unique security code.
3. Check your email inbox or phone for the code and enter it when requested.
4. The bank may also ask you to verify the purchase using facial recognition or fingerprint technology, if you have it set up.

Once you have done this, you will be redirected back to the checkout page and receive confirmation that your order has been successfully processed.

Verification may be required if you use a credit or debit card to complete an order or sign up for a new subscription, and may be required if you change your payment method.

This verification process is not required when paying by bank account.

What to do if the verification process fails

If you were unable to verify your payment method when processing your order, you can try again through My Orders.

If you still see an error message or are unable to complete the verification successfully, please contact your bank.

To complete the verification successfully, please make sure that:

• You are the account holder. The bank will only send a code to the card owner.
• You enter the code correctly. Look for the code in your text messages and email account (check for spam).
• Your bank has up-to-date personal information, including your email address and phone number, and you have the latest version of your bank's app downloaded.
• If you have problems viewing the verification web page, try using a different browser.

The payment will be made through the secure platform that the Caja Rural merchant offers us with the new online shop system.

When you process the order or select Buy on the product/service details page, you may be redirected to your bank's website to verify your payment. This is an additional step that has been added by a European regulation to improve security when you shop online PSD2.

For security reasons, your bank may instruct you to verify your purchase. This new experience will only apply to some purchases, payments and subscriptions.

To verify your card payment:

1. Follow the instructions provided on the bank's website.
2. One of the verification mechanisms the bank may ask you to use is a unique security code.
3. Check your email inbox or phone for the code and enter it when requested.
4. The bank may also ask you to verify the purchase using facial recognition or fingerprint technology, if you have it set up.

Once you have done this, you will be redirected back to the checkout page and receive confirmation that your order has been successfully processed.

Verification may be required if you use a credit or debit card to complete an order or sign up for a new subscription, and may be required if you change your payment method.

PayPal

By means of this system, the PayPal payment platform will be opened, from that moment, the payment of our products will be governed by the specific conditions that the PayPal platform makes available to you.

• PayPal: payment in instalments

The four key points

• No interest: Payments in three instalments, no interest and no fees.
• Versatile and flexible: 3 instalments over two months* In addition, the PayPal app allows you to view and manage your instalments. You also have the possibility to repay your instalments in advance at any time and at no additional cost.
• Receive a fast online response: The instalment payment request is examined in real time, so you will receive a response from PayPal within seconds.
• PayPal Buyer Protection Programme: Eligible purchases are covered by the PayPal Buyer Protection Programme. 

Clauses

• Available for purchases between £30 and £2,000.
• You must be a resident of the UK and have a PayPal account.
• Available only to customers over the age of 18
• You have 14 days to withdraw your credit

How to do it

• Choose PayPal as your payment method at the end of your order
• Select the option "Pay in 3 instalments".
• You will receive a reply in a few seconds
• Complete the purchase

SEQURA

Now you can pay in 3 instalments totally free with seQura in our shop. Choose seQura as your payment method, enter only 5 details, without uploading payslips or documents and enjoy.

Who can buy at Sequra?

• Residents in Spain
• Adults of legal age
• Have a card enabled to make online payments
• Have a phone that can receive SMS

To check your payment plan:

You can check your payment plan by accessing your customer account via the following link: https://app.sequra.com with the details you used to make your purchase.