Sneaker Care

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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 80€. 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.

RETURNS OF ORDERS PLACED IN ONLINE STORE:

You can return one or more items of your order, without any reason; within a period of 15 calendar days, counted from the day you receive your order.

Modalities of return of online orders:

1. IN PHYSICAL STORE. Go to the nearest 4Elementos store to make the exchange or return (see stores). Remember that it is essential to present the original box or packaging of the items without any damage, as well as the products in perfect condition. The store will process your return, and our returns center will proceed to reimburse the amount by the same payment method used to place the order online. Please note that it may take up to 10 working days to be processed.
2. BY COURIER. Request a refund by sending an e-mail to info@4elementos.es with the subject “Return + Order Number”. Specify which products you wish to return.

Once the return is notified and accepted by 4Elementos, you have two options to proceed with the shipment of your online order:

OPTION 1. We do it for you (cost 4.95€) - For National Orders (not including Portugal).

• We will send you a return code that you will have to show at the post office. They will print the sticker label and stick it on the package to be returned.

IMPORTANT: It is essential to return the items in perfect condition and in its original state. With labels, unworn and unaltered, with the original box or wrapping and unwashed. The original box of the shoes must be returned intact. You will need to put it in another bag/box for shipping.

• Insert in the package you are returning, the invoice that came with your order or download the return form and include it.

• Once the package arrives at our warehouse, we will reimburse you the amount of the product by deducting the return for a value of 4.95€ from 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 4Elementos.

• 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 be processed.

OPTION 2. Managed by the customer - For National Orders and only option for International Orders

• You must notify the return to clientes@4elementos.es and wait for acceptance. If the return is accepted, we will send you the address of the warehouse where you must send your order back.

• Include the invoice that came with your order or complete the return form to include it in the package. You must include it inside the box in which you are sending the return.

• Put the items to be returned in a box. It can be the same one they came in. Make sure that the original box of the product is properly protected and packaged so that it is not damaged in transit.

• 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 both your data as the sender and the shipping address that we have previously sent you via email.

*The package must arrive directly to our facilities. Send it as a “Standard Package” and not by “Registered Letter”.

*If your order is international, you must use a shipping method that covers customs and import costs at destination.

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 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 by the same payment method you used to make the purchase. It may take from 24 to 72 hours to be processed.

Online order changes

This modality does not exist. We do not accept online exchanges.

Please return the item you do not want and place a new order.

RETURNS OF ORDERS PLACED IN PHYSICAL STORES:

In orders placed in physical stores, both normal purchases and “Express Sales Orders” (those that are made in one of our physical stores and shipped to the address of the customer's choice) will not be refunded. Instead, a voucher with no expiration date will be issued for the same value of the returned items. 

Additional Notes

You are expected to handle and inspect items in the same manner as you would be allowed to do in a physical store until you decide to accept the items.

All items being returned must be unused, complete, with tags and in their original packaging. In the event of non-compliance, you are responsible for any diminished value of the items and your return may be refused.

Claims policy if products are defective:

As a consumer, you are entitled to the legal warranty of the country where you reside.

Under the legal warranty, you are entitled that the products:

1. Are free from defects at the time of delivery; 2. correspond to what was agreed upon.

2. Correspond to what was agreed and what was stated in our offer.

3. Meet the characteristics necessary for use under normal conditions.

If, in spite of everything, any product delivered by us unexpectedly presents any defect, or breaches the legal warranty in any other way; we ask you to inform our customer service by exposing your claim through the email address clientes@4elementos.es with the subject “Defect”.

We recommend that you:

1. That you clearly state what defect or problem the product has.

2.  That you include several images or videos where you can clearly see what defect it has and in what general condition the item is.

4Elementos will evaluate your claim and if it is well founded, we will request a pick up of the defective product. Following our protocol, we will evaluate the condition of the items, and proceed to refund the amount of the same.

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.

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.