Faq

Problems processing your order?

Write us or send us a message to WhatsApp +34 655 73 58 77, we will try to solve it as soon as possible.

I don't know my size?

You have a size guide for each of the products on the website.

How can I use the promotional code?

At the end of the purchase process, there is a section called ‘ENTER PROMOTIONAL CODE’. It is valid only for the products specified on the website. The code is for personal use only, can only be redeemed once and is non-refundable. *Additional note on FREE SHIPPING: To benefit from free shipping, it is necessary to apply the code provided by the website during the checkout process. Please note that this offer expressly excludes the possibility of using several coupons or other promotions simultaneously.

How do I know if my order has been placed correctly?

Once you have made your purchase and securely paid for the selected item, you will receive a confirmation email indicating that your order has been successfully placed. If you do not receive it, we recommend that you check your Spam folder to see if it has arrived there. If not, please contact Manuela de Juan through the means indicated above.

What methods of payment does Manuela de Juan accept?

Manuela de Juan (TRITEX RETAIL, S.L.U) will only accept payments made by credit or debit card (Visa, Visa Electron, MasterCard or AMEX), PayPal, and bank transfer. Payment by credit or debit card Manuela de Juan (TRITEX RETAIL, S.L.U) accepts payment for purchases made through its website with the following credit or debit cards: Visa, Visa Electron, MasterCard and American Express. In the event that the payment method is credit or debit card, the charge will be made online, that is, in real time through the payment gateway of the corresponding financial institution, after verifying that the data provided are correct.

Payment by PayPal

Manuela de Juan (TRITEX RETAIL, S.L.U) accepts payments through the PayPal system.

Payments by bank transfer

In the case of payment by bank transfer, the customer will be provided with the account number to which the payment will be made. The customer will be charged the purchase cost when the order is accepted. For future reference, the customer will provide his order number and full name. Payment will be made by the customer within 3 working days of placing the order. The order shall not be considered paid until proof of receipt of payment has been provided. If Manuela de Juan has not received the corresponding amount after the deadline, the order will be cancelled.

Secure payment

In order to offer maximum security in the payment system, Manuela de Juan (TRITEX RETAIL, S.L.U) uses the secure payment systems of the main financial entities in electronic commerce. Therefore, all confidential data is transferred directly and in encrypted form (SSL) to the corresponding financial entity. For payment with Visa and MasterCard, Manuela de Juan (TRITEX RETAIL, S.L.U) only accepts SET (Secure Electronic Transactions) transactions using the international 3D Secure protocol, which can be identified by the logos Verified by Visa and MasterCard SecureCode, and American Express Safekey.

The basic objective of the Secure Electronic Transactions initiative is to ensure the security of transactions over the Internet. When making payments through the secure payment gateway, the system will automatically check whether the credit card is activated for Secure Electronic Transactions. It will then connect to the card issuing bank, which will request authorisation for the transaction by means of a personal authentication code.

This transaction will only be effective if the card issuing bank confirms the authentication code. Otherwise, the transaction will be declined. We also have the GeoTrust SSL security certificate for online transactions. As a complementary measure to the ‘Secure Payment’ system and with the aim of collaborating in the prevention of fraud over the Internet, Manuela de Juan (TRITEX RETAIL, S.L.U) reserves the right to verify the personal data provided by the customer, as well as to take the necessary measures (including the cancellation of the order) to ensure that the products are sent in accordance with the data contained in the order.

(* Countries available for the use of American Express: Russia, Singapore, Turkey, United Arab Emirates, Vietnam, Qatar, New Zealand, Algeria, Australia, China, Hong Kong, Kuwait, Lebanon, Malaysia) Payments made from countries included in the list of tax havens and/or economically supporting terrorism may be rejected in accordance with the legal provisions in Spain to prevent terrorist or criminal activities.)

Is it possible to make changes to a shipment?

Depending on the status of your order and the data you wish to modify, the delivery address or the customer's personal data can be modified. In order to speed up the process, you can contact the shop on +34 655 73 58 77.

Can I cancel my order?

1. Cancellation period:

The user has the right to request the cancellation of their order within a maximum period of 24 hours from the completion of the purchase. This period is established with the aim of protecting the consumer in the event that he/she has made a purchase by mistake or wishes to make changes.

2. Cancellation Process:

To request cancellation of the order, the user must send an email to our customer service team at cs@manueladejuan.com, clearly indicating the order number and the cancellation request. It is crucial that the request is made within the deadline to ensure processing.

3. Cancellation Conditions:

- Order cancellation is only valid if made within 24 hours of purchase.

- The cancellation request must be sent by email to the above address.

- After 24 hours, the order will be considered confirmed and cancellation requests will not be accepted.

4. Refund:

In the event of cancellation within the established period, TRITEX RETAIL, S.L.U. will proceed to refund the total amount paid by the user using the same means of payment used in the initial transaction.

The shipping costs and delivery times are detailed below:

SPAIN PENINSULAR: FREE SHIPPING. The estimated delivery time is 48/72* hours. *This delivery time will not apply to orders placed under the Preorder modality whose delivery time will be detailed at the time of purchase. *During periods of high demand (Black Friday, Christmas or sales) shipments may suffer delays in delivery time.

BALEARIC ISLANDS: Shipping cost: 10 € Package delivery time: 5-6 working days. *During periods of high demand (Black Friday, Christmas or sales) shipments may suffer delays in delivery time.

EUROPE - Orders within the European Union: Shipping cost: 10 € Delivery time: 5-6 working days. During periods of high demand (Black Friday, Christmas or sales) shipments may be subject to delays in delivery time.

OUTSIDE EUROPE - Rest of EU: Shipping cost: 15 € Delivery time: 5-6 working days. During periods of high demand (Black Friday, Christmas or sales) shipments may suffer delays in delivery time. In the context of international purchases, when placing orders with TRITEX RETAIL, S.L.U, the customer is responsible for covering the associated customs costs, which vary according to the weight of the shipment. When acting as an importer, the customer is urged to contact the corresponding customs office to find out the restrictions applicable to specific products, as TRITEX RETAIL, S.L.U. assumes no responsibility for returns. In shipments to countries outside the European Union, customs costs at destination and other taxes are not included; the recipient must pay them, regardless of whether or not he/she receives the goods. The company is not responsible for delays due to customs procedures or confiscations by local authorities.

AFRICA: Shipping cost: 30 € Delivery time: 6-8 working days. *During periods of high demand (Black Friday, Christmas or sales) shipments may suffer delays in delivery time. In the context of international purchases, when placing orders with TRITEX RETAIL, S.L.U, the customer is responsible for covering the associated customs costs, which vary according to the weight of the shipment. When acting as an importer, the customer is urged to contact the corresponding customs office to find out the restrictions applicable to specific products, as TRITEX RETAIL, S.L.U. assumes no responsibility for returns. In shipments to countries outside the European Union, customs costs at destination and other taxes are not included; the recipient must pay them, regardless of whether or not he/she receives the goods. The company is not responsible for delays due to customs procedures or confiscations by local authorities.

ASIA and OCEANIA: Shipping cost: 25 € Delivery time: 6-8 working days. *During periods of high demand (Black Friday, Christmas or sales) shipments may suffer delays in delivery time. In the context of international purchases, when placing orders with TRITEX RETAIL, S.L.U., the customer is responsible for covering the associated customs costs, which vary according to the weight of the shipment. When acting as an importer, the customer is urged to contact the corresponding customs office to find out the restrictions applicable to specific products, as TRITEX RETAIL, S.L.U. assumes no responsibility for returns. In shipments to countries outside the European Union, customs costs at destination and other taxes are not included; the recipient must pay them, regardless of whether or not he/she receives the goods. The company is not responsible for delays due to customs procedures or confiscations by local authorities.

Is it possible to exchange my order?

Yes, exchanges will be made for the same product purchased in another size within 14 calendar days from the date of delivery. It is not possible to exchange a product for a different one.

If the desired size is not available for exchange, TRITEX RETAIL, S.L.U. will refund the amount of the returned product. To request an exchange, the customer must send an email to cs@manueladejuan.com indicating the reason for the exchange and the order number that appears on the order confirmation. Once TRITEX RETAIL, S.L.U. confirms to the customer, via email, the possibility of making the exchange, the customer must send the product properly packaged for protection, using the original box of the shoes or clothes and placing its contents in an appropriate manner to avoid possible damage during transport. The package must clearly indicate the sender and be sent to the delivery address provided by customer service.

The first exchange is FREE in mainland SPAIN. For exchanges outside the Peninsula, the exchange costs are to be paid by the buyer. In the context of international purchases, when making changes with TRITEX RETAIL, S.L.U, the customer is responsible for covering the associated customs costs, which vary according to the weight of the shipment. In shipments to countries outside the European Union, customs costs at destination and other taxes are not included; the recipient must pay them. The company is not responsible for delays due to customs procedures or confiscations by local authorities. TRITEX RETAIL, S.L.U. reserves the right to refuse exchanges communicated or sent after the established deadlines, or in those articles that are not in the same condition in which they were sent. If the aforementioned requirements are met, once the product to be exchanged is received and after verifying its condition, TRITEX RETAIL, S.L.U. will send the customer an email confirming acceptance of the exchange and will proceed to send the new product at no additional cost, provided that delivery is within the Peninsula.

For international shipments or shipments outside the Iberian Peninsula, additional shipping costs will be borne by the customer. Important note: Until we receive the items in our warehouse, these are under the responsibility of the buyer. Personalised items, as well as those manufactured at the express request of the customer or in pre-sale (PREORDER), will not have the option of return or exchange.

How can I request the return of my order?

The customer has a period of 14 calendar days from the date of delivery to make a return in accordance with current regulations.To make a return, the customer must send an email to cs@manueladejuan.com indicating the reason for the return and the order number that appears on the order confirmation. Once TRITEX RETAIL, S.L.U. confirms to the customer, via email, the possibility of making the return, the customer must send the product properly packaged for protection, using the original box of the shoes or clothing and placing its contents in an appropriate manner to avoid possible damage during transport. The package must clearly indicate the sender and be sent to the delivery address provided by customer service.

The first return is FREE in mainland SPAIN. For returns outside the Peninsula, the return costs are borne by the customer, except in the case of defective or incorrect products. TRITEX RETAIL, S.L.U. reserves the right to refuse returns communicated or sent outside the established deadlines, or on items that do not comply with the return conditions or are not in the same condition in which they were sent. If the aforementioned requirements are met, once the returned product has been received and after verifying its condition, TRITEX RETAIL, S.L.U. will send the customer an email confirming acceptance of the return and will proceed to pay the retail price of the returned products. The shipping costs of the order will only be refunded in the case of defective or incorrect products.

Important note: Until we receive the items in our warehouse, they are the responsibility of the buyer. Personalised items, as well as those manufactured at the express request of the customer or in pre-sale (PREORDER), will not have the option of return or exchange.

VALUE ADDED TAX (VAT) According to the current legislation established in Section 68 of Law 37/1992 of 28 December 1992 on Value Added Tax (VAT), it shall be assumed that the delivery of the goods is located in the Spanish territory where VAT applies, except in the Canary Islands, Ceuta and Melilla. The applicable VAT rate shall be legally binding at all times in accordance with the specific Section. In relation to orders destined for the Canary Islands, Ceuta and Melilla, orders shall not be exempt from VAT in application of Section 21 of Law 37/1992, without prejudice to the application of the corresponding taxes and duties in accordance with the legislation in force in each of the territories.

Unless otherwise expressly stated in these Terms, our liability in respect of any product purchased through our website shall be strictly limited to the purchase price of such product. Notwithstanding the foregoing, our liability is not excluded or limited in the following cases: For death or personal injury caused by our negligence; 2. For death or fraudulent misrepresentation; or 3. In any case where it would be illegal or unlawful for us to exclude or limit, or attempt to exclude or limit, our liability. Notwithstanding the preceding paragraph and to the extent permitted by law, and unless otherwise stated in these Terms, we will not accept any liability for the following losses, regardless of their source: 1. loss of revenue or sales; 2. loss of business; 3. loss of profits or contracts; 4. loss of expected savings; 5. loss of data; and 6. loss of management time or working hours. Due to the open nature of this website and the possibility of errors in the storage and transmission of digital information, we do not guarantee the accuracy and security of information transmitted or obtained through this website, unless otherwise expressly stated on this website. All product descriptions, information and materials on this website are provided ‘as is’ and without specific or implied warranties, except as provided by law. In this regard, if you are contracting as a consumer and user, we are obliged to deliver products that are in conformity with the agreement, being liable to you for any lack of conformity that exists at the time of delivery. The products are deemed to be in conformity with the agreement if (i) they conform to the description we provide and have all the qualities we have listed on the website, (ii) they are fit for the purposes for which products of this type are normally used, (iii) they have the quality and performance which is customary for products of this type and which can reasonably be expected. To the extent permitted by law, we exclude all warranties, except those that cannot be lawfully excluded in favour of consumers and users. The products we distribute often exhibit the characteristics of the natural materials used in their manufacturing process. These characteristics, such as variations in texture, knots or colour, should not be considered defects or damage. On the contrary, you should expect and appreciate their presence. We select only products of the highest quality, but natural characteristics are unavoidable and must be accepted as part of the individual appearance of the product. The provisions of this clause shall not affect your rights as a consumer or user, nor your right to cancel the agreement.

9. VIRUSES, HACKING AND OTHER CYBER ATTACKS

You must not misuse this website by knowingly introducing viruses, trojans, worms, logic bombs or any other malicious software. You must not attempt to gain unauthorised access to this website, the server on which this website is hosted, or any server, computer or database connected to our website. You are required not to attack this website via a denial-of-service attack or a distributed denial-of-service attack. Failure to comply with this clause could lead to the commission of offences punishable by the applicable regulations. We will report any such breach to the relevant authorities and we will co-operate to establish the identity of the offender. In addition, if you do not comply with this clause, you will no longer be authorised to use this website. We are not responsible for any damage or loss resulting from a denial-of-service attack, viruses or any other malicious software that may damage your computer, hardware, data or materials as a result of your use of this website, your downloading of content from this website or your downloading of content from websites to which this website redirects.

10. LINKS ON OUR WEBSITE Where our website contains links to other websites and materials from third parties, such links are provided for your information only, and we have no control over the content of those websites and materials. We therefore accept no liability for any damage or loss arising from your use of them.

11. WRITTEN NOTICE In accordance with applicable law, the information we send you and our communication to you must be in part in writing. By using this website, you agree that most of these communications with us will be primarily electronic. We will contact you by e-mail or provide you with information through notices on this website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that they be in writing. This condition does not affect your statutory rights.

12. NOTICES Notices from you should preferably be sent to us via our contact form. As provided in clause 20 below, and unless otherwise stated, we may send notices to you either by email or to the postal address you provided to us when placing your order. Notices will be deemed to have been received and properly carried out as soon as they are posted on our website, 24 hours after they are sent by email, or three days after the date of posting in any letter. For evidence that the notice has been sent, it will be sufficient (where by letter) to prove that it was properly addressed, properly stamped and properly delivered to the post office or a post box, and in the case of an email, that the notice was sent to the email address specified by the addressee.

13. ASSIGNMENT OF RIGHTS AND OBLIGATIONS This Agreement is binding on both you and us and our respective successors, assigns and heirs. You may not transfer, assign, charge or otherwise dispose of an Agreement, or any of your rights or obligations under it, without our prior written consent. We may transfer, assign, charge and sub-contract or otherwise dispose of an Agreement or any of your rights or obligations under it during the term of the Agreement. For the avoidance of doubt, any such transfer, assignment, assignment, charging or other disposition will not affect your statutory rights as a consumer or your rights under the Agreement or cancel, reduce or otherwise limit any warranties we may have given you, whether express or implied.

14. FORCE MAJEURE We shall not be liable for any failure or delay in the performance of any of our obligations under an Agreement which is caused by events beyond our reasonable control (Force Majeure). Causes of Force Majeure shall include any act, event, non-event, omission or accident beyond our reasonable control and include but are not limited to the following: 1. Strikes, lockouts and other industrial action. 2. Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (declared or undeclared) or threat or preparation for war. 3. Fire, explosion, storm, flood, flood, earthquake, subsidence, epidemic or other natural disaster. 4. Inability to use railways, shipping, aircraft, road transport or other means of transportation, whether public or private. 5. Impossibility of using telecommunications systems, whether public or private. 6. Acts, decrees, laws, regulations or restrictions of any government or public authority. 7. Strikes, errors or accidents in maritime or inland waterway, postal or any other form of transportation. Our obligations under the Agreements shall be deemed to be suspended for the period during which the cause of Force Majeure subsists, and we shall be granted an extended period of time to perform these obligations. This extended period will be for the same duration as the cause of the Force Majeure.

15. WAIVER Our failure to require your written performance of any obligation undertaken by you under an Agreement or these Terms, or our failure to exercise any rights to which we may have access under an Agreement or these Terms, shall not constitute a waiver or limitation of such rights or remedies, and shall not relieve you of your obligations. No waiver by us of any breach shall constitute a waiver of any subsequent breach arising under the Agreement or the Terms. No waiver by us of any Condition or of any right or remedy arising under the Agreement shall be effective unless expressly stated as a waiver and communicated to you in writing in accordance with the provisions of the Notices paragraph above.

16. PARTIAL INVALIDITY If any Condition or provision of an Agreement is declared invalid or unenforceable to any extent by competent authority, such conditions and provisions shall remain valid and shall not be affected by such declaration of invalidity.

17. ENTIRE AGREEMENT These Terms and any document expressly referring to these Terms constitute the entire agreement between you and us relating to their subject matter and supersede any prior agreement, contract or arrangement between you and us, whether oral or written. Both you and Tritex RETAIL S.L.U acknowledge that, in entering into this Agreement, you have not relied on any representations or arrangements made by the other party which may be implied from any oral or written statements in negotiations between you and us prior to this Agreement, except as expressly set out in these Conditions. Neither you nor Tritex RETAIL S.L.U shall have any remedy in respect of any misrepresentation made by the other, whether oral or written, prior to the date of any Agreement, unless such misrepresentation was made fraudulently, and the other's sole remedy shall be for breach of agreement as provided in these Conditions.

18. OUR RIGHT TO MODIFY THESE TERMS AND CONDITIONS We have the legal right to revise and modify these Terms at any time. You are subject to the policies and conditions in effect at the time you use this website or place orders for our products, except where these policies, conditions or privacy statements are changed by law or governmental decision, in which case any potential changes will also apply to orders previously placed by you.

19. APPLICABLE LAW AND JURISDICTION Use of our website and purchase agreements through our website shall be governed by Spanish law. Any dispute arising out of or in connection with the use of the website with such agreements shall be subject to the non-exclusive jurisdiction of the Spanish courts. If you are contracting as a consumer, nothing in this clause shall affect your rights under applicable law.

If you haven't found the answer to your question in our Q&A, you can send us your question via chat and we will answer you as soon as possible.