Shipping
How will I get my order?
Pronens offers two delivery options:
- Home delivery, to the address you give us at checkout (home, work…). We don't deliver to PO boxes, as deliveries require a signature.
- Collection at our workshop (Click & Collect): pick up your order free of charge at C/ Alcúdia 100, 08016 Barcelona.
You can choose either option during checkout.
How much does shipping cost?
- Mainland Spain: free on orders over €60. Below that, €5.95.
- Balearic Islands: €7.95.
- Canary Islands, Ceuta and Melilla: €12.
- Portugal: €9.95.
- Rest of the European Union: €15.
- Collection at our Barcelona workshop: free.
We don't currently ship outside the European Union.
How long does it take?
Usual delivery times, in working days from the moment your order leaves our warehouse: 24 to 48 hours in mainland Spain, the Balearic Islands and mainland Portugal; 3 to 10 days in the Canary Islands, Ceuta and Melilla; and 3 to 5 days in the rest of the European Union.
Add around 72 hours for the embroidery if your order includes a name or an initial. In September, during the back-to-school season, and if an item is out of stock, delivery may take a few days longer. Special offers, bundles and promotions may have different timings.
How does home delivery work?
You'll get a confirmation email when your order leaves our warehouse, with a link to track it on the courier's website. The courier will then text you at the mobile number you gave us at checkout.
On the day of delivery, check that the packaging and the garments are in perfect condition. You have 24 hours to report any problem to us.
If the parcel arrives open or damaged in a way that affects the contents, note it on the courier's delivery slip before signing and let us know within those 24 hours, so we can file a claim with the carrier.
What if I'm not at home?
The courier will text you before delivery. If you already know you won't be in, call them on the number given in that message.
If they can't find you, they'll leave a card and try to contact you to arrange a new delivery. After two attempts, you'll need to contact the courier yourself to arrange collection.
Returns
You have 30 days
You have 30 calendar days from the day you receive your order to return any garment you're not happy with. We'll refund you using the same payment method you used, once the garment reaches our workshop and we've checked its condition.
The garment must reach us unused, in the same condition we sent it and in its original packaging, together with the completed returns form and a copy of the invoice or delivery note.
Return postage is at your expense, unless the garment has a manufacturing fault.
Embroidered garments can't be returned
Garments personalised with a name or an initial can't be exchanged or returned, because they're embroidered to order and we can't sell them again. Size exchanges aren't possible on an embroidered garment either.
The only exception is a manufacturing fault: in that case we'll replace it with an identical one, free of charge.
For hygiene reasons, we also can't accept returns of medical garments.
Size exchanges
If the size isn't right, we'll exchange it within those same 30 days, as long as the garment isn't embroidered.
Email us at [email protected] telling us which item you want to exchange and which size you need, and send the garment to Pronens, C/ Alcúdia 100, 08016 Barcelona. As soon as it arrives, we'll send the size you need to the address you give us.
Postage for both the return and the new delivery is at your expense. If sending the parcel is difficult for you, we can arrange a courier collection for €10.90.
Faulty items
If a garment arrives damaged or has a manufacturing fault, we'll replace it with an identical one and cover the postage both ways.
Email us at [email protected] describing the problem, with a photo if possible. When the garment reaches us we'll check the fault and send you a new one in the same reference and size.
In all cases
- We can't accept returns or exchanges of garments that have been worn, washed, altered or damaged, or that arrive without their original packaging.
- We're not liable for loss or damage to returned parcels that weren't packed properly.
- Original shipping costs are only refunded when the return is due to a manufacturing fault and you return the whole order.
Any questions?
Email us at [email protected] or call +34 932 762 975. We're at C/ Alcúdia 100, 08016 Barcelona.