EXCHANGES AND RETURNS
How do I contact customer service?
Please wait for our response and avoid creating new requests for the same service, as this could slow down our response and therefore the resolution of your question.
What do I have to do if my order is returned by the courier?
Read our conditions of Shipping and Deliveries.
Is it possible to make changes?
If it is not the product you expected, you can exchange it for another of equal or higher value. To do this, contact customer service at firstname.lastname@example.org within 24 hours after receipt of your order.
You can return your orders online in our stores in Madrid and San Sebastián
What are the cases to change a product?
In the event that a change is made, the products must be in perfect condition, in their original packaging and without any sign that they have been used. The reasons why you can change a product are:
1. It is not my size and I would like to change it
2. The order has arrived in bad condition
CXC reserves the right to refuse returns of items used or in poor condition and without the original packaging.
What steps must I take?
If you cannot return in any of our physical stores:
1. Write us an email at email@example.com or via our indicating us:
b. Order number
c. Product to change
d. Reason for change
2. In the next few days you will receive the approval of your change and the instructions to send the product to our warehouse. In these cases, the shipping costs will be borne by the customer.
3. Once we receive your product in our offices, we will send the product for which you have decided to exchange it.
CXC will not be responsible for any loss that the package may have suffered during shipping, and it will be the customer's responsibility to ensure that said package arrives at our facilities in perfect condition.
How long do I have to make a change?
The period to make a change is 14 calendar days after receiving the order shipping confirmation email. Remember that it is essential that the products subject to change are in perfect condition and without obvious signs of use, otherwise no change can be made.
What is the cost of making a change?
In case the reason for the change is justified, as mentioned above:
1.- Free in our stores in Madrid and San Sebastián.
2.- Otherwise, the costs associated with the changes will always be paid by the buyer. The cost of the change will depend on the courier company used for it and must be paid by bank transfer or PayPal before carrying out the change.
If you want to change a product for a different one of a different amount, the difference will be paid by bank transfer or PayPal. In no case may items be exchanged for others of lesser value.
How do I send the item I want to exchange?
It is your responsibility to provide adequate packaging to ensure that items arrive at CXC in perfect condition. We advise that you choose a shipping method that guarantees the integrity of the package. CXC will not be responsible for the exchange of the article until it reaches us again. The item must be sent with its original packaging. Remember that shipping costs are borne by the buyer except in cases of changes due to poor condition of the product or our mistake.
What if by mistake I receive an item different from the one I ordered?
If on any occasion, by mistake, you receive an item that you have not ordered, contact us by sending an email to firstname.lastname@example.org and we will tell you what steps you have to follow. We will send the correct one as soon as possible, at no additional cost.
Can items purchased online be exchanged or returned at CXC's physical stores or at other points of sale?
ANDYou can make changes and returns for free at any of our stores in Madrid and San Sebastián.
Can I return my order and receive a refund?
According to the regulations, CXC NO accepts returns of products except in the case in which the order has been received in poor condition.
If you have received your order in poor condition, please contact us immediately.
If you don't like the product, don't worry, you can exchange it for another model within 14 days of the same or higher value.
What do I do if I have received an item in poor condition?
CXC sells items in perfect condition and reviews the products before they are shipped, so if, exceptionally, you receive a defective item, please contact us by sending an email to email@example.com and we will resolve your situation as soon as possible. You must attach a photograph and the reason, showing the product in question and proof of purchase.
In these cases, CXC may:
Send the Customer a new item in perfect condition, if available. We will collect the defective product and deliver the new one, at no cost to the Customer.
Offer the Client, without increasing the price, a product with characteristics and specifications similar to the one initially requested, as long as these are in accordance with the Client's needs and the item to be returned is not available.
Offer the Client to cancel the requested Order by reimbursing the amount paid by himself, as long as the item to be returned is not available.
How will I receive the amount of refund?
Once the return is approved, you will receive the amount in the same way in which you made your purchase, through a refund processed by PayPal or a refund on your credit card. We cannot determine the duration of the refund due to the different ways of working that the different payment platforms have, but we promise that it will be the shortest waiting time.