Item added succesfully

Item could not be added

Thank you for your purchase, keep in mind that due to a higher level of orders, you can receive your order later than expected.

EXCHANGES AND RETURNS

Making a return or exchange is very easy. You have 15 days since the day you receive your order to request your return or exchange. You can choose from any of the following 3 options:

  1. If you love what you have bought, but you need another size or colour, do not worry. Process your exchange and we will pick it up free of charge. Once your return has been verified at our warehouse, we will ship the new item for free.

  2. For some reason you are not happy with your purchase but want to buy something else another day. We recommend you to choose our "return for store credit" option. We will pick it up for you free of charge) and we will credit, in your Intropia.com account, the refund, that you can use whenever you like (it does not expiry).

  3. If you wish to return your item and receive a refund in your credit card, you can choose between 2 options:

    1. You can send items back to us to our warehouse, using your preferred transport service. You should keep a proof of posting from your shipper, as we will not be responsible for any lost items that without a tracking number. You will be responsible for all costs associated with returning your order.

    2. Choose our easy pick up service, with a fixed cost of 8€, that we will deduct from your refund. 

EXCHANGES

Ordered the wrong size or colour? No worries! If you need to EXCHANGE an item for the same item in different size or colour, follow the following steps:

Step 1: If you are registered, access "My Account" and click "My orders". Click on "view order details" of the order you wish to Exchange and click "Request a return".
If you have made your purchase with no registration, please go to Intropia.com and click on "my orders", then enter your e-mail address and order number, click on "view order details", click on "Request a return" and follow the following steps:

Step 2: Choose the ítem/s that you wish to exchange and click "Exchange", select a reason for exchange and your new size or colour.

Step 3: Choose the delivery option you want to make your exchange with:

- Our courier pick up service will appear as marked. It will be free of charge and we will send your new exchange order free of charge too!

- If for any reason you prefer to send it back by your own means, with your preferred transport service, please make sure you use the address provided in the returns process. The new shipping costs of your exchange order will be free of charge.

 

Step 4: Please click "REQUEST A RETURN".

Step 5: Please write the return reference number in the packing list that came with your order, or in a white piece of paper.

Step 6: Place your return reference number along with the item/s you wish to Exchange in the box. Please remember, it is very important that all returned items are in perfect condition, and have all tags attached (including the return tag).

Unless you prefer to send it by your own means, your local courier will collect the package within the next 24hrs from the date you requested your Exchange order.

RETURNS

Return shipping charges are waived on "refund in store credit" returns! If you choose your refund in store credit option, we will collect your returned order free of charge.

You just have to follow these steps:

Step 1: If you are registered with us, access "My Account" and click "My orders". Select the order you wish to return and click "REQUEST A RETURN"

If you have made your purchase with no registration, please go to Intropia.com and click on "my orders", then enter your e-mail address and order number, click on "view order details", click on "Request a return" and follow the following steps for both options:

Step 2: Choose the item/s that you wish to return and click "Return", select a reason for returning.

Step 3: Choose a refund method.

- If you opt to receive your refund in store credit, our easy pick up service will appear as marked. We will collect your order free of charge, so the return shipping charges will not be deducted from your refund.

- If you choose to be refunded in the same payment method you used to place your order (credit/debit card/paypal), the return shipping charges are on you.

Step 4: Click "CONFIRM RETURN/EXCHANGE"

Step 5: Write your return number in the packing list that came with your order or in a piece of paper.

Step 6: Place the return number together with the item/s you wish to return in the Intropia box. Remember, it is very important that all items are in perfect condition, and have all tags attached (including the return tag).

If you have chosen to use our easy pick up service, your local courier service will collect the package within the next 24hrs since the date you requested the return to the address provided.

EXCHANGE AND RETURN IN ONE SAME ORDER.

If from one same order you wish to make a return and exchange, choose our easy pick up service. We will collect your order free of charge. Shipping is also free on the replacement item.

If for any reason you prefer to send the package using any other traceable/insured shipping method, please do so to the address below. We will ship you your exchanged item/s for free.

HANSEN &CAWLEY

P.I. Campo Rosso-C/Buenos Aires, 8B.

28806- Alcalá de Henares, Madrid, España

Due to hygiene reasons, we cannot accept the return of socks or stockings, unless they have not been opened, used or tried on, and remain in their original box.

Intropia.com reserves the right to reject returns communicated and/or sent outside the detailed timeframes. Returns outside these timeframes may be accepted at the discretion of Intropia.com and may only be refunded as a store credit.

HOW LONG DO I HAVE TO RETURN MY ORDER?

Items may be returned or exchanged within 15 days after delivery. Make sure you create your return or exchange within this time frame and send your order within 5 days after creating your return/exchange.

CAN I EXCHANGE MY ORDER?

Yes, you can exchange an item/s for a different size or colour (of the same item), however all exchanges are based on stock availability. Your new exchange order will be shipped as soon as your exchanged item arrives to our warehouse and is processed and approved.

If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new piece separately.

In a hurry? Please contact our Customer Service team. We will send you a free shipping discount code so you can place your replacement order with no shipping costs and without having to wait for your exchanged order to reach us.

HAVE YOU RECEIVED MY RETURNED ORDER?

If you use our DHL easy pick up service, your order will reach our warehouse within 2-3 days. If on the contrary you use any other traceable/insured shipping method, it will depend on the service and courier chosen.

At Intropia we strive to give you the best possible service, thus we process all return/exchange order/s that reach our warehouse within 1-2 working days.

Once the return/exchange is processed and approved, you will receive an email where we will inform you that your refund has been made or your exchange order is on its way.

HOW AND WHEN WILL I RECEIVE MY REFUND?

Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating the refund amount that will be paid for your item/s.

If you have opted for store credit refund, your refund will be instant. The order amount (excluding original shipping costs) will be deposited in your intropia.com account so you can use it in your next purchase.

If you prefer to be refunded in the same method of payment used to place your order (credit/debit card/paypal) remember that it may take up to 30 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

MY RETURN WAS PROCESSED BUT I WASN´T REFUNDED MY DELIVERY CHARGES

Shipping costs are not refunded, unless your items are faulty, or your order is cancelled under the DSRs.

I HAVE BEEN REFUNDED THE INCORRECT AMOUNT

We're really sorry if we've made a mistake with your refund! If this is the case please contact our Customer Service team and we'll try and sort it out for you as soon as possible.

Bare in mind that shipping costs are not refunded except in cases where the order was cancelled under the Distance Selling Regulations or the entire order was faulty.

If your return is to be reimbursed in the same credit/debit card used to place your order, and you have chosen our TNT easy pick up service to send the package, we will deduct the fixed return shipping cost from your refund.

IMPORTANT INFORMATION

  • All items are quality controlled and checked for any faults before they are dispatched to customers. Should you receive an item that is not in perfect condition please contact us immediately.

  • Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.

  • We can only offer a free return per order.

  • Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.

  • If you send your return order by your own means, bare in mind Intropia is not responsible for your order until it reaches our warehouse, hence, we strongly recommend you use a safe transport system with a tracking method.

  • Due to hygiene reasons, we cannot accept the return of socks or stockings , unless they have not been opened, used or tried on, and remain in their original box.

EASY PICK UP SERVICE

DESTINATION SERVICE COSTS
Germany DHL Express 17,50 €
Austria DHL Express 17,50 €
Belgium DHL Express 17,50 €
Denmark DHL Express 17,50 €
Spain (peninsula and Balearics) DHL Express FREE
France TNT Express 17,50 €
Greece TNT Express 17 €
The Netherlands DHL Express 17,50 €
Italy DHL Express 17,50 €
Ireland TNT Express 17 €
Poland DHL Standard 8,50 €
Portugal TNT Express 8 €
United Kingdom DHL Express £14
Sweden DHL Express 17,50 €