NEED HELP?
FREQUENT QUESTIONS
PURCHASING PROCESS
We help you! Write to us at web@ganzitos.com or send us a Whatsapp at +34 640821465 and we will try to solve the problem as soon as possible!
You can see the availability of a product directly on the product page.
On the product sheet you have a text that says "Size Guie" in which, depending on the shape of the shoe, we will recommend your Ganzitos size.
Clear!! When you make the purchase you just have to tell us that it is a gift and the order will be wrapped with special packaging. We also give you the option to include a personalized note if you request it.
The first thing you should do is check the validity of your promotional code. We remind you that these codes are valid only for the products specified on the site www.ganzitos.com and for the period of time defined when receiving said code. Each person can use a code only once and cannot be refunded. Codes cannot be accumulated. If you have a promotional code, you can use it when accessing the cart in the “Promotional code” area. For it to be applied correctly you must press the “Apply” button.
If you have a voucher, you can enter it when accessing the cart in the “Promotional code” field just before making the payment. In order to use the code you must click on “Apply” and the amount of the voucher will be deducted from your purchase.
If your voucher is greater than the purchase made, it will be automatically deducted from the amount of the voucher and you can use it again for a second purchase for the remaining amount.
AFTER MAKE MY ORDER
It depends on the progress status of your order and the data to be modified, it will only be possible to modify personal or address data, and no data related to the product can be modified.
To modify it, you can contact us by email web@ganzitos.com or send us a Whatsapp at +34 640821465
No, under no circumstances will it be possible to cancel an order once it has been placed.
Once you have validated your order and made the payment securely, you will receive a confirmation email. This is a summary of the order that indicates the type, quantity, price of the selected products, payment method and delivery address.
In case of problems with your order at the time of delivery, contact us as soon as possible via email at web@ganzitos.com or send us a Whatsapp at +34 640821465
SHIPPING MANAGEMENT
For orders received before 12:00 p.m. The shipment will be prepared that same day, orders that arrive later will be sent to the next day.
The estimated delivery time is calculated from the time it leaves our warehouse, depending on the option chosen and taking into account only business days.
As soon as your order is ready to be shipped, we will send you a confirmation email.
Below we detail the delivery times by destination:
- Peninsula: 2/3 working days.
- Balearic Islands: 5/7 working days.Canary Islands, Ceuta and Melilla: 5/7 working days
- Portugal: 2/3 working days.
- Europe: 3/5 working days.
- Rest of the world: 5/7 working days.
NOTE: The client must pay the corresponding customs fees if applicable, which will vary depending on the weight of the shipment.In the event that the client does not pick up the order once it is in customs, you will bear the costs generated by the return of the order. These costs will be deducted from the amount of the return of your purchase.
*These delivery times do not apply to orders placed in the Pre-order mode whose delivery date is specified at the time of purchase.
Ganzitos ships to all parts of the world
Below we detail the shipping costs by destination:
- Peninsula: FREE.
- Balearic Islands: €3.90.
- Canary Islands, Ceuta and Melilla: €4.90
- Portugal: FREE.
- Europe: €5.90.
- Rest of the world: 5.90 €
* The client must pay the corresponding customs fees if applicable, which will vary depending on the weight of the shipment. If the client does not pick up the order once it is in customs, they will bear the costs. that generates the return of the order. These costs will be deducted from the amount of your purchase return.
If your order cannot be delivered, the courier will contact you to arrange a second delivery. If this is not possible, we will send you an email and your package will remain at the destination office for 1 week waiting for you to pick it up, after At that time, your order will be returned to our warehouse and in this case the new shipping costs would be your responsibility.
RETURNS & EXCHANGES
EXCHANGES WITHIN THE PENINSULA
The deadline to make an exchange is 15 days from the delivery date.
Step 1 : Request the exchange in the “Exchange & Returns Portal” at the bottom of our website HERE
Step 2 : You will receive an email with instructions and the label to print. Prepare the package and delivery it to your near post office.
Step 3 : In a few hours you will receive an email with the code with which to place the new order for the change you want.
The first change is FREE in Peninsula. Second and subsequent changes will cost €4.5.
* Changes are not allowed at our physical store. Orders placed through the website can only be exchanged or returned through the same purchasing channel used.
CHANGES OUTSIDE THE PENINSULA
Balearics:
Follow the 3 steps of exchanges indicated above. In this case the shipping costs will be 7.95€
Canary Islands, Ceuta and Melilla
In these exchanges, the customer will be responsible for the shipping and customs costs derived from the shipment. We recommend tracking the shipment until it arrives to our warehouse.
IMPORTANT: include the purchase receipt of the returned order in the package.
You can send us the merchandise using the shipping system of your choice to the following address:
GXO Logistics / Returns BIG BLUE
C/ La Picota nª 4, nave B, Montepino
Pol. Ind. Ciudad del transporte
19180 MARCHAMALO, SPAIN
EUROPEAN UNION:
Step 1 : Request the exchange in the “Exchange & Returns Portal” at the bottom of our website HERE
Step 2 : You will receive an email with instructions and the label to print. Prepare the package and delivery it to your near post office.
Step 3 : In a few hours you will receive an email with the code with which to place the new order for the change you want.
The costs of the change will be the following:
- Portugal: €7.95
- European Union: €15
REST OF THE WORLD:
If you want to exchange your product, request a return of the order and place a new order with the exchange product you want.
IMPORTANT: In these changes, the client will be responsible for the shipping and customs costs derived from the shipment. We recommend tracking the shipment until it arrives at our warehouse.
*Include the purchase receipt of the returned order in the package.
You can send us the merchandise using the shipping system of your choice to the following address:
GXO Logistics / Devoluciones BIG BLUE
C/ La Picota nª 4, nave B, Montepino
Pol. Ind. Ciudad del transporte
19180 MARCHAMALO, ESPAÑA
The return period is 15 days starting from the receiving day at home until the day you deliver the package to the pickup point.
For outlet items, the money will not be refunded , you can only make an exchange or request a non-expiring voucher for the value of the purchase.
RETURNS IN PENÍSNSULA
Step 1 : Request the return in the “Exchanges and Returns Portal” at the bottom of our website HERE
Step 2 : You will receive an email with instructions and the label to print. Prepare the package and delivery it to your near post office.
* Returns are not accepted in our physical store orders placed through the website, can only be made through the same purchase channel used.
Returns for a voucher are FREE for Peninsula.
Returns for refunds have a cost of 9€ per product.
If an order is returned after an exchange, the shipping fees will be 13€ (per product)
Once the footwear is received and reviewed in our warehouses, the amount paid will be refunded in the same payment method used in the purchase but not the transportation costs. The refund process can take up to approximately 20 days.
If an item has a defect or damage, you must contact us by email (web@ganzitos.com) and send us photos so we can manage it correctly.
BALEARIC ISLANDS:
Follow the same 2 steps for returns indicated above. In this case the shipping costs will be 11€ per product.
CANARY ISLANDS, CEUTA AND MELILLA:
In these returns, the customer will be responsible for shipping and customs costs derived from the return. We recommend tracking the shipment until it arrives at our warehouse.
IMPORTANT: include the purchase receipt of the returned order in the package.
You can send us the product using the shipping system of your choice to the following address:
GXO Logistics / Returns BIG BLUE
C/ La Picota nª 4, nave B, Montepino
Pol. Ind. Transport City
19180 MARCHAMALO, SPAIN
EUROPEAN UNION:
Step 1 : Request the return in the “Exchanges and Returns Portal” at the bottom of our website HERE
Step 2 : You will receive an email with instructions and the label to print. Prepare the package and delivery it to your near post office.
The return costs are detailed below:
- Portugal: 9€ per product
- European Union: 15€ per product
Once the footwear is received and reviewed in our warehouses, the amount paid will be refunded in the same payment method used in the purchase but not the transportation costs. The refund process can take up to approximately 20 days.
If an item has a defect or damage, you must contact us by email (web@ganzitos.com) and send us photos so we can manage it correctly.
REST OF THE WORLD:
In these returns, the client will be responsible for the shipping and customs costs derived from the shipment. If the client does not accept the order in destination, all expenses derived from this cancellation will be deducted from the refund.
IMPORTANT: Include the purchase receipt of the returned order in the package. We recommend tracking the shipment until it arrives at our warehouse.
You can send us the products using the shipping system of your choice to the following address:
GXO Logistics / Devoluciones BIG BLUE
C/ La Picota nª 4, nave B, Montepino
Pol. Ind. Ciudad del transporte
19180 MARCHAMALO, ESPAÑA
Exchanges and returns of items purchased on the website cannot be made in our physical store.
You can find more information about the Exchange and Returns Policy by clicking here
You have a period of 15 days from when you receive the order to make an exchange or return.
Discounts applied to first-time customers will be maintained in the event you need to exchange the item.
PAYMENTS
The payment methods enabled in our online store are:
- Credit card through VIRTUAL POS
- By Paypal. Payments through Paypal carry a 3% management fee that the client assumes when selecting this payment method (in the event of a return, this Paypal fee beyond our control will not be refunded).
- Scalapay
- Klarna
- Bizum
All products that appear in the online store have VAT included and shipping costs excluded.
GANZITOS takes the security of payments and the confidentiality of the data you communicate to us very seriously. For this reason, our website uses an SSL (Secure Socket Layer) encrypted payment method that guarantees the encryption of your bank details at the time they circulate through the network, that is, they are completely encrypted so that they cannot be read. You can verify that the operation is secure because a chain symbol appears in your browser.
ACCESS AND SECURITY
Recovering your username is very simple; It is your email address. To find your password, click on “My account” at the top right of the home page, and on the login page click on “Have you forgotten your password?” Press here". We will send your password to your email address.
Identify yourself in your “My account” space with the help of your email address and password, to modify your account data.
Simply click on the “Unsubscribe” link at the bottom of the newsletter or go to the "Newsletter" section at the top of the home page.
All data provided by our clients to GANZITOS or its staff will be included in an automated file of personal data created and maintained under the responsibility of GANZITOS, essential to provide the services requested by users.
The data provided will be treated in the terms established in the General Regulations for the Protection of Personal Data, in this sense GANZITOS has adopted the levels of protection that are legally required, and has installed all the technical measures at its disposal to avoid loss, misuse, alteration, unauthorized access by third parties. However, the user must be aware that Internet security measures are not impregnable. If you consider it appropriate to transfer your personal data to other entities, the user will be informed of the data transferred, the purpose of the file and the name and address of the transferee, so that they can give their unequivocal consent in this regard.
In compliance with the provisions of the RGPD, the user may exercise their rights of access, rectification, cancellation/deletion, opposition, limitation or portability. To do this you must contact us by email at web@ganzitos.com
CUSTOMER SERVICE
The GANZITOS FAQs try to answer all your questions as best as possible, as quickly and in detail.
However, if you wish to contact us you can do so through the following methods:
Mail : web@ganzitos.com
Whatsapp: +34 640821465
Our goal is to constantly improve. You can send us your suggestions and observations via our contact form or if you prefer, send us an email to web@ganzitos.com
Do you still have any questions?
Contact us
If you have not found the answer to your question in our FAQ, you can send us your question by filling out the form below and we will be happy to help you.