PLACE AN ORDER
1. I want to visit the store, but I want to check if you have the size/model. How can I know?
You can check our website to make sure we have the size/model you are looking for in stock before visiting. We also recommend that if you don’t want to miss out on your product, you place your order online with the in-store pickup option (Barcelona 08015).
2. How can I pay for my online order?
You can use the following payment methods for your online purchases: Credit/Debit Card, Bank Transfer, and Bizum.
3. About international payments
To make international purchases (or with an international credit/debit card), you need to have the international purchase option activated by your bank. You can check with them (or on your bank's online portal/mobile app) how to enable it. Otherwise, your purchase payment will be declined.
Once the option is activated, please create a new shopping cart with the products you want to purchase. Avoid using a previously saved cart, as it may give an error again.
With this simple adjustment, you’ll be able to shop smoothly on our online store.
4. Can I shop without creating an account?
Yes, you can shop as a "guest" and even track your order. However, we recommend creating an account as it includes a permanent 5% discount, the ability to earn points with every purchase, and access to your order history.
5. Do you have a size guide?
We offer a shoe size guide on each product page, next to the available size list ("Size Guide" link). You can view the size equivalents for EU, UK, USA, and cm, and also filter by brand.
SHIPPING
1. To which countries do you ship?
We ship nationally and internationally to all countries. If your country does not appear on our website when making a purchase, you can email us at info@handbolaunpas.com, and we will check it for you.
2. How long does it take for my order to arrive?
Our estimated transit times are as follows:
- Domestic (main cities): 24h
- Balearic Islands: 48h-72h
- Canary Islands: 5-6 days
- Europe (main cities): 48h
- Rest of the world: 3 to 8 days, depending on the destination.
RETURNS/ISSUES
1. How do I make a return?
If you have a user account, you can do it through My Profile > Order History > Details > Request a Return.
If you made the purchase as a guest, you have two options:
- Create a user account (with the same email used to make the purchase). The system will recover your purchase and create a history so you can manage your order (e.g., a return).
- Submit a written request to pedidos@handbolaunpas.com including your purchase details and the reason for the return.
In all cases, returns must be made within the deadline and will be handled as specified in our Terms and Conditions.
2. How much time do I have to make a return or exchange?
You have 15 calendar days from the date of purchase to request a return or exchange.
3. How are refunds processed for returns?
Refunds are processed using the same payment method used for the original purchase and only after verifying the correct condition of the returned product.
4. If my product has a manufacturing defect within the first 2-3 months, how can I file a claim?
If you have a user account, you can go to My Profile > Issues > Add New Issue. Select the reason, provide an explanation, and attach images. Our Customer Service team will contact you.
If you don’t have a user account, you can email us at pedidos@handbolaunpas.com with your purchase details (name, order reference number), the reason for the issue, an explanation, and images so our Customer Service team can assist you.