Pedidos, envíos y devoluciones

¿Tienes alguna duda relacionada con tu compra?

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

¿Cómo puedo realizar mi compra?

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

Todos los pedidos son procesados y enviados desde nuestro almacén en España de lunes a viernes, excluyendo festivos. Los pedidos se procesan y envían generalmente en un plazo de 1–3 días hábiles tras la confirmación del pago.

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.

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?

A todo el mundo. En caso de que por alguna razón, tu país no aparezca entre los destinos de envío, contacta con nosotros a través del formulario de contacto para resolver la incidencia.

Are shipping costs included in the price of the product?

No. Sin embargo, puedes obtener gastos de envío gratis en función del mínimo de tu pedido. Consulta nuestras tarifas en función del destino de tu pedido en “Gastos de envío y tiempos de entrega”.

Customs Information.

Sutran is not responsible for possible delays that may occur for reasons beyond its own management of the order, nor for duty and other customs charges that each country may arbitrarily impose on imported products.

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, no obstante, si el destino de tu pedido está fuera de la UE y es objeto de control de aduanas en el país de destino, esto puede generar gastos adicionales en concepto de aranceles e impuestos locales (gastos de aduana) por los que Sutran assumes no responsibility, as these are entirely outside our control.


Para evitar cualquier contratiempo y/o molestia a este respecto, we recommend verifying this information with your country’s customs office.

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?

Are you not satisfied with your purchase or do you need a different size?. You will be able to return your items within 30 next days from the reception of your order.

All changes and/or returns must be placed within a maximum time lapse of 30 calendar days from the reception of the order, by filling the return form previously and following the instructions of the customer service after sending the said form. No returns will be accepted if there is no prior notification from the customer.

When are exchanges or returns not allowed?

No se aceptarán reclamaciones ni devoluciones de productos que no estén en las mismas condiciones en las que se recibieron (esto puede incluir marcas accidentales al probarse la prenda, como manchas de desodorante y pelusas, cabello, pelo de mascotas o similares).
It is essential that the product is returned unused, unwashed, with the original tags 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 an exchange or return will be borne by the customer.


Returns of orders that have been benefited of FREE SHIPPING by reaching the required minimum purchase and once the return is managed and no longer reach that required minimum, will incur the charge for the initial shipping fee.


Note that for international returns, sometimes re-import customs charges may be incurred, where Sutran has no responsibility, so if this case is of application, these costs will also be excluded from the ongoing refund.

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.

Shipping costs and delivery times

Spain Peninsular & Balearic Islands

 Tiempo de entrega** Shipping costsShipping costs from 60€*
Standard courier service: 2-3 working days3,50€FREE
Correos 5-7 working days3,50€FREE

European Union (except Portugal), Canary Islands, Switzerland and Norway

 Tiempo de entrega** Shipping costsShipping costs from 160€*
Standard courier service: 5-7 working days12€4,50€

Portugal

 Tiempo de entrega** Shipping costsShipping costs from 150€*
Standard courier service: 5-7 working days4,90€FREE

Australia and New Zealand

 Tiempo de entrega** Shipping costsShipping costs from 260€*
Standard courier service: 5-7 working days30€25€

Canadá  y Reino Unido

 Tiempo de entrega** Shipping costsShipping costs from 180€*
Standard courier service: 5-7 working days20€10€

Internacional (Other countries)

 Tiempo de entrega** Shipping costsShipping costs from 260€*
Standard courier service: 5-7 working days25€20€

*Minimum products value

**Approximate delivery times, which may vary slightly in holiday seasons such as August and December. 

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.