Frequently asked questions

BEFORE SHOPPING

Can I purchase in this store?


Anyone located in Spain, the United States Of America / Estados Unidos de America, Union, Mexico, Brazil, Europea / European Union, United Kingdom, Australia, Canada, New Zealand, Latin America can order in in this store.




Can I get a discount?


We usually have discount available. To keep your self updated with the latest promotion and discount, please susbscribe to our newsletter and visit our facebook page regularly.




What should I do if I want to add or remove the items in the cart?


  1. Please sign into your account and select the shopping cart on the top right of the page.
  2. You will be able to view all of the items that are currently in the shopping cart.
  3. If you wish to delete an item from the cart, simply click on the X sign "Remove" button next to the item.
  4. If you wish to change the quantity for any individual item, simply enter the new amount you want to purchase in the "Qty" column.





PAYMENTS

Do you provide an invoice?


Yes. Once we have received an order and payment has been cleared, the invoice will be sent to you via email.




What payment method can I use?


  1. We accept credit card, PayPal, etc, as the payment methods.
  2. Credit Card. Including Visa, MasterCard, JCB, Discover and Diners.
  3. PayPal. The most convenient payment method in the world.
  4. Debit Card. Including Visa, MasterCard, Visa Electron.




How do I know if my payment has been received?


Once your payment has been received, we will send you a notification email to inform you about the order. You can also visit rosegal.com and log into your customer account to check the order status at any time.





SHIPPING

When will I receive my items after I place an order?


The duration depends on the shipping method and the destination country. Delivery times vary based on the shipping method used. If the package cannot be delivered on time due to war, flood, typhoon, storm, earthquake, severe weather conditions, or any other situation which cannot be foreseen or avoided, then delivery will be postponed. In the event of such delays, we will work on the issue until there is a positive solution.




Do you ship to my country and what are the shipping rates?


We ship worldwide with FREE SHIPPING.




Does the product price include the shipping price?


YES. The product price is included the shipping price. The online ordering system will indicate you that too.




What is the estimated shipping time to my country?


  1. Inside Spain: 4 - 10 days
  2. Union Europea / European Union: 8 - 15 days
  3. United States Of America / Estados Unidos de America, UK, CA, AU, NZ: 10 - 15 days
  4. Rest of the world: 15 - 30 days




How do I track my order?


Once we provide you with the tracking number, you will be able to check the item delivery status online by accessing the website of the relevant delivery company.




Why is my tracking number invalid?


  1. The tracking information normally appears after 2-3 business days following dispatch.
  2. If a tracking number is not searchable after this period of time, there are several possible causes.
  1. The shipping companies have not updated the delivery information on the website with the most up-to-date status; the tracking code for the package is incorrect; the parcel has been delivered a long time ago and the information has expired; some shipping companies will remove the tracking code history.
  2. We would advise you to contact our dedicated Customer Service Department.
  3. We will contact the shipping company on your behalf, and you will be updated once there is any further information.




If my items are detained by Customs, who is responsible for clearance of the items?


If the items are detained by Customs, the buyer is responsible for clearance of the items.





AFTER SALE

How can I cancel my order, before and after payment?


Cancellation before payment

  1. If you have not paid for your order yet, then there is no need for you to contact us to cancel it.
  2. We do not process orders until a matching payment has been received for the order
  3. If you have already paid for an order and want to cancel it, please contact our Customer Service Department as soon as possible.
  4. If you are not sure about an issue relating to your order or you wish to change it, please contact our Customer Service Department and put the order on hold while you decide. This will suspend the packaging process while you make changes.
  5. If the package has already been dispatched, then we are not able to cancel or change the order.
  6. If you wish to cancel an existing order because you are ADDING other products, there is no need to cancel the entire order. Simply contact out Customer Service Department and we will process the updated order; there is usually no additional fee for this service.




How can I return purchased items?


  1. Before returning any items to us, please read and follow the instructions below.
  2. Please make sure that you understand our return policy and that you meet all the criteria.
The first step is to contact our After Sales Service please provide us with the following information:
  • The original order number,
  • the reason for the exchange
  • Photographs clearly showing the problem with the item.
  • Details of the requested replacement item: the item number, the name and color
  • Your shipping address and phone number
  1. Please note that we are unable to process any returned items which have been sent back without our prior agreement.
  2. All returned items must have an RMA number. Once we have agreed to accept the returned item, please make sure you write a note in English containing your order number or PayPal ID so that we are able to locate your order information.
  3. The return or RMA process can only be initiated within 30 calendar days upon receipt of your items. We can only accept returned products that are in their original condition.




Where do I return the item?


After contacting our Customer Service Department and reaching mutual agreement, you will be able to send the item(s) to our warehouse. Once we have received the item(s), we will confirm the RMA information you have provided and review the condition of the item(s). If all of the relevant criteria have been met, we will process a refund if you have requested one; alternatively, if you have asked for an exchange instead, the replacement will be sent to you from our headquarters.





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Tel.: +34 641 36 44 49

dm@dmathleisure.com

12004, Castellò, SP, EU

© 2020 DM® Athleisure | Spain, EU

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