Exchanges and Returns

EXCHANGES AND RETURNS FOR IN-STORE PURCHASES

 

• Exchanges and returns for purchases made in-store are subject to the conditions described on the purchase receipt.

 

• These returns must be made in-store. Exchanges for purchases made in-store cannot be processed online via courier.

 

 

EXCHANGES AND RETURNS FOR ONLINE STORE PURCHASES

 

• You have 15 days to make an exchange or return an online store purchase.

 

• You can drop off your order at one of our physical stores to start the exchange or return process for online purchases. This in-store service is completely free of charge.

 

• Our physical stores are not exchange locations for online orders, but rather a means by which we can facilitate the return of online orders to our warehouse in a simple and free way for our customers.

 

• All refund, customs, and new shipping costs in the event of an exchange will be borne by the customer.

 

• To complete a product or size exchange, you must first return your purchase, and once the returned product has been validated, the exchange can be processed.

 

• The item must be in its original condition, unused and with its original tags.

 

• Returns of underwear, socks, or swimwear are not accepted.

 

 

EXCHANGE INSTRUCTIONS

To make an exchange, you must first return the product (SEE RETURN INSTRUCTIONS), and once the return is confirmed, we can proceed with the desired exchange.

 

Please notify us at support@colorsofbasquecountry.com of your intention to exchange a product, and we will help you complete it.

 

Follow the instructions below.

 

RETURN INSTRUCTIONS

STEP 1:

Place your return in a protective box.

You must use a secure box appropriate for the size and volume of the products.
The original Colors of Basque Country box will work.

STEP 2:

Print the return form.

Download the return form HERE. Print it, fill it out, and place it inside the box.

If you do not have the means to print the form, please include a sheet of paper with the information requested on it.

STEP 3:

Choose whether you prefer to ship your order to our warehouse or drop it off free of charge at one of our physical stores.

Option 1. Use the shipping company of your choice and send your products to the following address:

PREMIUM SOUVENIR, S.L. Paseo de Sarrueta 90, 20014 San Sebastián (Gipuzkoa) Spain

Option 2. Drop off the products to be returned free of charge at one of our physical stores. From there, we will ship them to our online store warehouse to process the return.

 

• San Sebastián
  
  • COLORS SAN SEBASTIÁN: C/San Jerónimo 3, 20003 San Sebastián (Gipuzkoa)

 

• Bilbao
  • COLORS BILBAO: C/Correo 16, 48005 Bilbao (Bizkaia)

 

• Pamplona
  
  • COLORS PAMPLONA: C/ Mercaderes 10, 31001 Pamplona (Navarra)

 

STEP 4:

Receive your refund.

Once we have inspected and approved the quality of the returned products at the warehouse, we will issue the refund using the same payment method as the order, and you will receive a confirmation email. The refund will be issued within a maximum of 5 business days. 

For more information about returns, you can visit the FAQs.