RETURNS & EXCHANGES
The exchange and return policy described below applies exclusively to purchases made on www.cherubina.com. Physical Cherubina stores, multi-brand retailers, El Corte Inglés, etc., have their own policies, and consumers should inform themselves of these policies before making a purchase.
You have 14 calendar days from receipt of the order to process any change or return.
If you selected in-store pickup, the timeframe begins when you receive the email notifying you that your order is ready for collection. If the timeframe expires, we will return the item to the warehouse and issue a gift card. A refund will not be an option.
Free in-store returns
First size or product exchange FREE throughout Europe
Request a refund in the form of a gift card and you'll get an extra 10% to redeem in-store or online with no expiration date.
ACCESS THE RETURNS PORTAL
NOTE: The order number must be entered without the #
🚨 FINAL SALE / OUTLET
Products marked as OUTLET are stock clearance sales and do not allow exchanges or returns .
Sale items are NOT outlet items. You can identify these items because we indicate it in the description of the affected product.
🚨 Items not eligible for return
Due to the nature of certain products, the following items are not eligible for exchange or return: perfumes, hats, earrings, bows, wedding dresses, Ready to Love dresses, Mother of the Bride dresses, headpieces, tiaras, hats, wide-brimmed hats, bows, Collection Wedding Dresses, Ready to Love dresses, earrings, hair combs, handmade handbags, and perfumes.
EUROPE
• First size or product exchange FREE
· From the second exchange onwards, return shipping costs apply.
REST OF THE WORLD
• First size or product exchange: 10% extra
· From the second exchange onwards, return shipping costs apply.
If the new product is of a lower value, the refund will be issued in the form of a Gift Card with no expiration date.
Important: Prices may increase for orders of 3 or more items.
PENINSULA AND BALEARIC ISLANDS SPAIN
• Delivery to a Post Office or InPost: €3.99
• Home collection: €6.99
CANARY ISLANDS, CEUTA AND MELILLA
• Delivery to a Post Office: €9.95
PORTUGAL
• Home collection: €6.99
• Delivery to an InPost point: €4.99
• Delivery to a SEUR office: €3.99
EUROPEAN UNION ZONE A, B, C
Germany, Austria, Belgium, Slovakia, Luxembourg, Netherlands, France, Italy, Croatia, Denmark, Slovenia, Hungary, Czech Republic.
• Delivery to a GLS office: €7.99
• Delivery to an InPost point* : €5.99
• Delivery to a UPS point: €15
*Option available only in France, the Netherlands, Luxembourg, Belgium, Italy, Austria, Poland, and Germany
REST OF THE EUROPEAN UNION
• Delivery to a GLS office: €12.99
• Delivery to a UPS point: €17.99
USA AND MEXICO:
• Delivery to a UPS office (Up to 3 items): €12.99
• Delivery to a UPS office (More than 3 items): €29.99
REST OF THE WORLD
• Delivery to a UPS office (Up to 3 items): €22.99
• Delivery to a UPS office (More than 3 items): €39.99
If none of these options suit you, you can do it yourself with the carrier of your choice, but it is important that you notify us by writing an email to pedidosweb@cherubina.com indicating the order number and products you are going to return.
To avoid potential customs costs and taxes, it is important that when hiring this transport, you specify that they must document the following: RTO “delivery note number”
The delivery note number is the shipping number from the transport agency with which we delivered your order and you can find it in the email we sent you with the tracking information.
If, by sending it back yourself without using our returns portal, Cherubina has to cover any costs related to your return, we will deduct them from the total amount to be refunded.
Please note that you have 14 calendar days from the date of delivery to process any exchange or return. If you send it outside of this period, a refund will not be an option.
Once we receive the product, we will process the refund, which will appear in your account within approximately 15 business days. The refund will be issued using the same payment method used for the purchase.
If part of the order was paid for with a Gift card, the refund order will be: first to the Gift card and the remainder up to the total amount to be refunded, to the other payment method used.
- Gift card: If you prefer a refund in the form of a gift card, you will receive a code with no expiry date and an additional 10%, which will be effective 30 days after receipt of the products.
Please note: Shipping costs are non-refundable and any damage during transport may affect the refund or exchange.
If you receive a defective or incorrect product, please notify us within 48 hours of receipt at pedidosweb@cherubina.com with high-resolution photos of the product and its packaging. We will then inform you of the procedure for its return or exchange.
You can cancel your order as long as it hasn't been packaged or shipped. Contact us through our official channels ( ordersweb@cherubina.com or phone: +34 954 96 96 14). Please note that refunds may take a few hours to process.