Orders, Shipments and Returns

Do you have any questions related to your purchase?

In the following sections, you will find all the information related to orders, shipments and returns. If you do not find the answer to your question, you can also contact us directly.

Orders and Shipping

How can I make my purchase?

Ordering is easy through our online store, www.sutrantechnology.com. Once there, simply select the style, color, and size of the garment you want to buy, and then click on “Add to cart“.

When you have all the desired products in your shopping cart, click on the “Finish Shopping” button.

If you have not already registered, use the option “Create Account” and fill in your contact details. If you are already registered, use the “Login” option.

Select and/or enter your shipping address, select the method of payment, and then finalize your purchase by choosing the payment method that suits you best.

Do you have physical stores or distributors abroad?

No. All our sales are made online worldwide through www.sutrantechnology.com.

If, for any reason, your country does not appear among the shipping destinations, please contact us through the contact form to resolve the situation.

Products availability

All items shown on our website are available to be shipped on time. However, there may be rare cases of out-of-stock.

In this case, we will inform you by email or telephone regarding the lack of the item selected in your order, so that we may either exchange it for a different item or provide a refund for the item that is not available.

Prices

The applicable prices are those indicated on the website on the date of the order.

The prices that are detailed in each product include the VAT (except in the cases of destinations exempt from this tax).

Sutran reserves the right to make, at any time and without notice, changes it consider appropriate, and may update products and prices depending on the new features that appear.

Order processing

Shipments will be processed Monday through Friday, within 24 hours of receipt and confirmation of payment.

Modification to the place of delivery by the customer will only be possible if your order hasn’t been left our facilities yet. If a modification is requested after the order has been left our facilities, the costumer will be charge for costs incurred by this procedure.

Orders placed on Friday (or the last working day of the week) after 13:00h, or on weekends, will be processed on the following working day.

Payment methods

1. Credit card

2. Paypal

3. Bank transfer (only available within the EU)

If you place your order within the EU, and you’ve decided to use a bank transfer for payment, you must bear in mind that all expenses and commissions must be at your expense; otherwise, the total amount that we receive will not be correct, leaving us unable to process your order.

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Can I pay in cash?

No. The only situation in which cash payments are accepted is when the “Sutran Pickup” option is used for the delivery method, in which case “Bank Transfer” must be selected as the payment method.

Where are the shipments made?

All over the world! If your country does not appear among the shipping destinations for any reason, please contact us through the Contact form to resolve the situation.

Are shipping costs included in the price of the product?

No. However, you can get free shipping based on the minimum total of your order. See our rates according to the destination of your order under “Shipping Costs and Delivery Times”

Customs Information.

Shipments to other countries are subject to strict control by local customs authorities and as a result delays may occur for reasons outside of our control. Sutran is not responsible for any delays and any import duties or other fees charged by other countries.

If the customer does not collect the order when it is in customs, he/she will pay for the expenses generated by the return of the order to our warehouses, which will be deducted from the amount of the return of your purchase.

Should I have to make an additional payment in addition to my original purchase?

No. Sometimes, if the shipping destination of your order is outside the EU, it may be subject to customs control. In those cases, you may have to make an additional payment for duties and local taxes.

Because each country imposes its own fees and taxes established by its legislation, Sutran cannot be held responsible for such charges or refer to such amounts.

Returns and Exchanges

How can I process a change or a return?

Para que podamos tramitar tu solicitud de cambio o devolución deberás rellenar el formulario que encontrarás en el siguiente enlace: Formulario de Devolución.

How long do I have to exchange or return items?

If you find yourself unsatisfied with the items you have received, or you need a different size, you can always return your items within 30 days of the receiving date.

Any change or return must be made within a maximum of 30 calendar days from the receiving date, and you must contact our customer service previously through our Contact form. No refund will be accepted if there is no prior notification from the customer.

When are exchanges or returns not allowed?

No claims or returns will be accepted for products that are not in original condition in which they were received, or that have been used. It is an absolute requirement that the product be returned unused, unwashed, and with the original labels and packaging.

Sutran’s Recommendation

We recommend checking the merchandise upon receipt of your package and before removing the labels and / or throwing any part of the original packaging.

Can I exchange or return any product?

No. For reasons of hygiene and health, we will not accept changes or returns on underwear products (boxers and socks), unless there are defects in the product. In this case, the customer must contact Sutran through our Contact form to assess the case individually and determine how to proceed with the return.

Who bears the cost of return or exchange?

All shipping costs caused by exchanges or returns will be on customer’s charge.

What happens when I request a change?

In case of change, once the clothing has been received by the customer, and the good condition of the item has been checked, a coupon for the value of the returned clothing will be provided, which must be used to place a new order within a maximum period of 180 calendar days.

How is the amount paid in the event of a refund?

In case of return, once the clothing has been received by the customer, and its good condition has been checked, refunds will be credited to the original purchaser’s method of payment.

How should I proceed in case of international exchange or return?

For international returns and/or exchanges, the customer must clearly specify on the package that this shipment corresponds to a “Return of Goods“. If this is not the case, and the return generates customs fees, the amount to be paid by Sutran will be deducted from the customer’s current return.

Shipping costs and delivery times

Spain Peninsular & Balearic Islands

 Tiempo de entrega Shipping costsGastos de envío a partir de 50€
Standard courier service: 2-3 working days2,50€FREE
Correos 5-7 working days2,50€FREE

European Union (Includes Canary Islands)

 Tiempo de entrega Shipping costsShipping costs from 150€
Standard courier service: 5-7 working days10€FREE

USA & Canada

 Tiempo de entrega Shipping costsShipping costs from 180€
Standard courier service: 5-7 working days20€FREE

International (Other Countries)

 Tiempo de entrega Shipping costsShipping costs from 260€
Standard courier service: 5-7 working days25€FREE

Applicable Law and Competent Jurisdiction.

The following general conditions of purchase shall be governed by and interpreted in accordance with Spanish law. Any litigation relating to the interpretation or execution of these general conditions of purchase will be the exclusive competence of the Courts of Barcelona.