FAQ
My Order
Where is my order?
Once your order is confirmed, you will receive an email with a tracking number so you can check the status of your shipment at any time. If you haven’t received it, please check your spam folder or contact us at support@ushuaiastore.com
What if I haven’t received the confirmation email?
The confirmation email is sent automatically once your purchase is completed. If you don’t see it, check your spam or promotions folders and make sure you entered your email address correctly. If you still can’t find it, contact us and we will verify your order manually.
Can I cancel or modify my order?
We process orders quickly to ensure fast delivery, so it is not always possible to cancel or modify them once confirmed. If you need urgent changes, contact us as soon as possible and we’ll do our best to help.
I haven’t received my product, what could have happened?
If your order shows as delivered but you haven’t received it, please check with your neighbors or building reception, as couriers sometimes leave packages in a safe place nearby. If it still doesn’t appear, contact our customer service team so we can investigate with the courier.
Shipping & Delivery
Do you ship to all of Spain?
Yes, we ship to mainland Spain and the Canary Islands. Delivery usually takes between 2 and 5 business days from order confirmation, depending on the destination.
Do you offer international shipping?
Yes, we ship worldwide. Delivery times and costs depend on the destination country. During checkout you will see the available options and costs before completing your purchase. Please note that some countries may apply customs duties or additional taxes, which are the customer’s responsibility and must be paid directly to local customs.
Returns & Exchanges
How can I request a return or exchange?
You have 30 days from receiving your order to request a return or exchange. Simply contact our customer service team and we’ll provide instructions and a return label.
Can I return an online order in a physical store?
No. Online orders must be returned through our online service to ensure proper tracking.
What if I received a damaged or defective product?
Please contact us as soon as possible and include photos of the product and packaging. We will review your case and arrange a replacement or refund at no additional cost.
Can I return a purchase made in a physical store through the website?
No, items purchased in physical stores can only be returned or exchanged at the original point of sale.
When will I receive my refund or replacement?
Refunds are processed within 5 to 10 business days after we receive and verify your return. If you requested an exchange, the new shipment will be arranged as soon as your return is confirmed.
Order Information
What payment methods do you accept?
We accept major credit and debit cards (Visa, MasterCard, American Express), PayPal, and other local payment methods depending on the country. All payments are processed securely through SSL-encrypted gateways.
Can I use more than one discount code?
No. Only one discount or promo code can be applied per order, unless otherwise stated in a specific promotion.
How do I use a gift card?
Enter your gift card code during checkout and the amount will be automatically deducted from your total.
Sizing
How do I know which size to choose?
Each product includes its own size guide on the product page. Please note that sizing may vary from item to item, so we recommend reviewing the guide carefully before purchasing to ensure the best fit.
