Frequently Asked Questions
Below you will find answers to our most frequently asked questions. If you don't find what you're looking for, please contact us and we will get back to you within 24 hours.
Payments
What payment method can I use to make my purchase?
We accept credit and debit cards (Visa, Mastercard and Maestro) as well as SHOP PAY or APPLE PAY quick payment and KLARNA in 3 interest-free installments.
How does Klarna work?
- Use KLARNA for purchases up to €1,500
- Select Klarna as your payment method
Create an account (it only takes a few minutes). Klarna accepts all major credit, debit, and prepaid cards from Visa, Mastercard, and American Express.
- At the time of purchase, you will be charged the amount corresponding to the first installment. The other two installments will be charged monthly.
First installment : at the time of purchase
Second term : 1 month from the time of purchase
Third and final deadline: 2 months from the date of purchase
Klarna will inform you a few days before each deadline by
an SMS and an email.
In case of return, the payment plan will be cancelled and you will be charged
will refund the amount of the installments you have already paid.
See all the terms and conditions at https://www.klarna.com/es/paga-en-3-plazos/
I have a discount code, how do I use it?
If you have a discount code, you can apply it to your purchase before confirming your order and before paying. Make sure you enter your code in the appropriate box and click the "Apply Code" button to apply it to your order.
Please note that only one discount can be applied per order.
Always check the terms and conditions found in the discount code.
How do I know that my purchase was successful?
Once your order is placed, you will receive a purchase confirmation email within 24 hours with your order reference and details of the items included in the order. If you don't receive it, please contact us at customers@batela.com .
Shipping
Where can I receive my order?
You can receive it at home, at work, or wherever you prefer, but we cannot ship to PO boxes .
How can I find out where my order is?
To check the location of your shipment, please contact Batela by sending an email to customers@batela.com
When will I receive my order?
Delivery days from the time the package leaves our warehouse (business days) are:
1-2 days to mainland Spain 2-3 days to Balearic Islands 2-5 days to EU countries
Items will be shipped within one business day of placing your order.
These deadlines do not take into account force majeure causes not attributable to Batela.
Your order can be delivered anytime between 8am and 8pm, Monday through Friday (excluding holidays).
How much does shipping cost?
Shipping costs.
Spain:
- Home delivery within 48/72 hours, €5 for purchases up to €90
- Home delivery 48/72h, €3 on purchases from €90 to €120
- Home delivery within 48/72 hours, FREE on purchases over €120
- Delivery to collection point: 4-5 working days, €4 on purchases up to €90
- Delivery to collection point in 4-5 working days, FREE on purchases over €90
France and Portugal:
- Home delivery 3-6 working days, €7 on purchases up to €120
- Home delivery 3-6 working days, €5 on purchases from €120 to €180
- Home delivery in 3-6 business days, FREE on purchases over €180
- Delivery to collection point 6-7 working days, €6 on purchases up to €120
- Delivery to collection point in 6-7 working days, FREE on purchases over €120
CROATIA:
- Home delivery 3-6 working days, €14.00 on purchases up to €250
- Home delivery in 3-6 business days, FREE on purchases over €250
We currently do not ship to the Canary Islands, Ceuta, Melilla and Andorra.
Returns
What is the deadline for making a return?
The deadline for any return is 15 calendar days from the date of receipt of the order. Except during the Christmas period, when we activate returns until January 10th for orders placed after December 8th.
What should I do to return an item?
To return an item purchased via the batela.com website, the garments must be in their original packaging, unworn, and accompanied by their accessories and labels, and must be in perfect condition.
You must follow the following procedure :
Follow this link and add your tracking number or order number along with your postal code. The platform will guide you quickly and easily. You can drop off the package at the nearest pickup point or wherever you prefer.
How much does the return cost me?
The cost is the same as standard shipping for your order, which will be deducted from your final refund. Spain: €4 or €5 depending on the shipping type, or €6 or €7 for international shipments.
When and how will I receive my refund?
After approving the return (items must be in perfect condition and have all tags attached), you will receive a refund using the same payment method you used to place your order within a maximum of 4 business days.
BATELA reserves the right to reject any return that does not meet any of the aforementioned conditions.
What should I do if the amount of my refund is incorrect?
We sincerely regret this error. Please contact us at customers@batela.com and we will resolve the issue as soon as possible.
Can I make an exchange?
If you want to exchange an item, you must return the item you received and make a new purchase.
What should I do if I receive the wrong item?
If you accidentally receive an item you didn't order, please contact us at customers@batela.com . We'll try to resolve the issue as quickly as possible.