Shipping policy
SHIPPING
Which countries are orders shipped to?
These are the European Union countries to which we ship:
Spain (mainland and Balearic Islands), Portugal, France, Italy, Croatia, Germany, Belgium, the Netherlands, Luxembourg, Austria, the Czech Republic, Hungary, Slovenia, Slovakia, Denmark, Romania and Poland.
We do not ship to the Canary Islands, Ceuta, Melilla or Andorra.
We do not ship to the UK
What shipping options do I have for my order?
We offer home delivery to all destinations to which we ship. In some countries, you can also choose delivery to a collection point. See the “How much does shipping cost?” section for the methods, rates and delivery times available in your country.
How much does shipping cost?
All rates include taxes. Free shipping applies when the value of the items in the order, after discounts have been applied, reaches the threshold indicated for each destination.
Mainland Spain and Balearic Islands:
Home delivery 1-3 working days 5 €. FREE from 100 €
Delivery to a Paq Punto collection point 1-3 working days 4 €. FREE from 100 €
France:
Home delivery 2-6 working days 8 €. FREE from 150 €
Delivery to a GLS Parcel Shop collection point 2-6 working days 7 €. FREE from 150 €
Delivery to a Mondial Relay collection point 3-7 working days 7 €. FREE from 150 €
Portugal and Italy:
Home delivery 2-6 working days 8 €. FREE from 150 €
Germany, Belgium, the Netherlands, Luxembourg, Croatia:
Home delivery 2-6 working days 8 €. FREE from 150 €
Delivery to a collection point 2-6 working days 7 €. FREE from 150 €
Rest of the EU:
Home delivery 3-7 working days 8 €. FREE from 200 €
How can I find out where my order is?
When your order leaves our warehouses, you will receive an email from the carrier with the tracking link. You can use this link to check the status of your shipment and the available delivery options. Depending on the carrier, you may also receive updates by email or phone.
If 3 working days have passed since you placed your order and you have not received the tracking email, check your spam or junk folder. If you cannot find it, write to us at customers@batela.com, giving your order number.
When will I receive my order?
The delivery times detailed below are always in working days and start from the day on which the order leaves our warehouses (normally the next working day after the order is placed).
Please bear in mind that these delivery times may change during periods of higher demand, such as Flash Sales, Black Friday or Christmas.
These delivery times do not take into account force majeure events not attributable to BATELA.
- Mainland Spain and Balearic Islands: 1-3 working days
- France*, Italy, Portugal, Germany, Belgium, the Netherlands, Luxembourg and Croatia: 2-6 working days
- Other EU countries to which we ship: 3-7 working days
*The shipping time for orders to France with Mondial Relay is 3 to 7 working days.
What should I do if there is a problem with the delivery of my order?
If your order is delayed, delivery has not been possible or you need information about delivery, first check the tracking link and contact the carrier using the details in its communications. Have your tracking number ready so that the carrier can locate the shipment.
If the carrier does not respond or does not offer a solution, or if the order is marked as delivered but you have not received it, write to us at customers@batela.com, giving your order number and explaining what has happened. If you have already contacted the carrier, also include its response or the incident number. We will review the case and help you resolve it.
If you receive a damaged parcel or an item is missing, open an incident report with the carrier and also let us know at customers@batela.com, giving your order number and the incident reference. If possible, attach photos of the parcel, the shipping label and the affected items, and keep the packaging to help with the review. You do not need to wait for the carrier to resolve the incident before notifying us. If you cannot open an incident report, write to us anyway so that we can help you.
RETURNS
How can I exchange a size or an item?
At Batela, we do not process exchanges directly through the website. If you want to exchange an item:
Return the item you want to exchange. You can do so using the following link: REQUEST A RETURN
Make a new purchase with the item you want.
What should I do if I have received an incorrect item?
Write to us at customers@batela.com, giving your order number and the item you received. If possible, attach a photo so that we can identify it. We will tell you how to proceed and cover the costs necessary to resolve the error. Do not process it as a voluntary return through the platform.
What should I do if I receive a defective or damaged item?
Write to us at customers@batela.com, giving your order number and explaining what is wrong with the item. If possible, attach photos of the defect or damage to help with the review. We will tell you how to proceed and cover the costs necessary to resolve the lack of conformity, including transport costs. Do not process it as a voluntary return through the platform.
If the damage appears to be related to transport, also open an incident report with the carrier and give us its reference. You do not need to wait for the carrier to resolve it before notifying us; if you cannot open an incident report, write to us anyway.
Can I cancel my order?
You can cancel your order until we issue the shipping label. At that point, you will receive an email stating that your order is going to be shipped, together with the tracking number.
If you need to cancel it before receiving that email, write to us as soon as possible at customers@batela.com, giving your order number. We will check whether we can still stop it.
If the label has already been issued, we cannot stop the order through this procedure. You can tell us that you want to return it and follow the instructions in the returns section.
Can I return my order or any of the items I have purchased?
Yes, if you purchased from BATELA's online store (www.batela.com), you can return your items using the following link: REQUEST A RETURN
For a return to be accepted, all products being returned must retain their labels, accessories and original packaging, be properly packed and be in perfect condition. Products will not be accepted if they are not returned in the same condition in which they were delivered, or if they have suffered any deterioration, regardless of whether this is due to use or storage. Returns of stained garments or garments with odours will not be accepted, even if they retain their label and original packaging.
Batela reserves the right to reject any return that does not meet these conditions. If the return is rejected, the refund will not be approved and the items will be returned to the sender at the same shipping address.
How long do I have to make a return?
You have 14 calendar days from receipt of your order to tell us that you want to return it. You can do so through our returns platform or by writing to customers@batela.com.
Once you have notified us of the return, you must send the items without undue delay and, at the latest, within the following 14 calendar days.
During the Christmas campaign, we extend the deadline for requesting a return until 15 January for orders placed between 8 and 31 December, both inclusive. If your ordinary 14-day period from receipt ends after 15 January, the date more favourable to you will apply.
Can I return an item purchased in a physical store through the website?
No. Exchanges and returns of items purchased in a physical store must be handled directly with the establishment where you purchased them, in accordance with its exchange and return conditions.
Is there a cost for returns?
If you request the return through our platform, the return shipping costs will be deducted from the total amount to be refunded: 5 € for shipments from Spain and 7 € for shipments from the other countries to which we ship. You must always request proof or a receipt of handover when you drop off your return parcel, so that you can prove that you handed it over if a problem occurs with your shipment.
If you arrange the return yourself, you will pay the amount requested by your chosen carrier directly. Send the parcel to: BATELA, Sansinenea Industrialdea, A1-13 Partzela, 20749 Arroa-Behea, Guipúzcoa, España. Include your order number and the email address used for the purchase inside the parcel. We recommend using a tracked service and keeping proof of shipping.
How will I receive my money once I have made the return?
You will receive the amount of your return through the same payment method you used. Remember that if you requested the return through our website, the return cost will be deducted from the amount to be refunded: 5 € for shipments from Spain and 7 € for shipments from the other countries to which we ship.
Once we issue the refund, the time it takes to appear in your account will depend on your bank or payment provider. If you paid by credit card, also check your card transactions.
If you paid with Klarna, we will notify it of the return so that it can adjust outstanding payments and process the refund corresponding to amounts already paid. You can check the updated payment plan in your Klarna account.
If you paid with a gift card, the amount to be refunded will be restored as a balance on the same gift card. If you paid partly with a gift card and another method, the refund will be distributed between both methods according to the amounts to be refunded to each.
What should I do if the amount of my refund is incorrect?
We are sorry for the error. Contact us at customers@batela.com. We will resolve it as soon as possible.
How do I return an item?
If you purchased through www.batela.com, follow these steps to manage your return:
1- Prepare your parcel
For your return to be accepted, the items must be:
In perfect condition, with no signs of use.
With all their labels, accessories and original packaging.
Properly folded and presented as you received them.
Batela reserves the right to reject any return that does not meet these conditions.
2- Request your return label
You can generate the label on our returns platform. Follow this link and the steps indicated: REQUEST A RETURN. To start the return, enter your order number, with or without the # symbol, and the email address used for the purchase.
The platform will guide you step by step to generate your return label.
Once you have completed all the steps indicated on the page, you will receive the return label and the instructions for handing over the parcel by email. You do not need to print the label or generate a QR code: show the label on your phone when handing over the parcel at the point indicated for your return.
3- Parcel handover
Drop off the parcel at the Correos office that is most convenient for you. For returns from other countries, follow the returns platform's instructions about the postal operator or carrier and the drop-off points available in your country.
Show the label you received by email on your phone.
Request and keep proof of handover until you have received confirmation that your return has been accepted.
4- Return confirmation and refund
Once we receive the item at our premises and confirm that it meets the conditions, we will notify you by email when your return has been accepted. Remember to check your spam or junk folder if the email does not appear in your main inbox.
If the return has been accepted, we will issue the refund within a maximum of 3 working days from its acceptance. The additional time it takes to appear in your account will depend on your bank or payment provider.