FAQs

Access our care guide with practical tips to keep your garments in perfect condition.

We ship to Peninsula, Islands, Ceuta and Melilla, Europe. For any other shipment outside Europe please consult us.

We regret to inform you that once the package is delivered to the courier company, it will not be possible to modify the shipment.

You will need to call our store's customer service phone number or write us an email to confirm that we have received your order and can resend you the confirmation email.

You can send an email to ramiroguardiola@gmail.com or call the customer service phone number during business hours Monday through Saturday.

You can send an email at ramiroguardiola@gmail.com or call the customer service phone number during business hours Monday through Saturday.

Currently, we do not have a cash on delivery option.

The stock availability is shown on each product. If, by any chance, an item is out of stock, you can send us an email to check if it can be made to order. We will respond as soon as possible.

All orders are subject to product availability. If there are supply difficulties or if items are out of stock, we reserve the right to offer you information about substitute products of equal or higher quality and value that you can order. If you do not wish to order these substitute products, we will refund any amount you have paid.

You can contact our physical store by phone or email, we will send you a messenger to solve it as soon as possible.

We deliver anywhere within the above mentioned territories. The person picking up the order, other than at a home address, must be the person who purchased the product.

Since we only ship within the Schengen area (European Territory), currently due to the European Legislation, there are no customs duties to be paid within this territory.

To check the status of your order, we will send you a confirmation email with all the details of your purchase.

You can also track your order on our website by following these steps:

• Log in to your profile with your email and password
• Click on “My Orders”
• Click on your latest order(s)
• The tracking information will appear next to the order

The courier company will contact you to try to arrange a second delivery.

The maximum period to make a return is 14 calendar days from the receipt of the order. If you decide to return the purchased product, it must be returned in its original packaging. If you return it via a shipping company, the handling and costs will be your responsibility, and you must ensure that the original packaging is not damaged, altered, or deteriorated in any way. Peletería 2011 S.L. reserves the right to conduct a prior inspection of the merchandise before accepting the return.

In return processes, the purchase amount will be refunded. We recommend that if you wish to make a return, you fill out the designated form, call our phone number, or send an email with your contact details and order number so we can contact you and explain the entire process in detail.

To request a size exchange, you must contact us by phone or email to check availability. Once availability is confirmed, we will get in touch with you to explain the process and arrange for a courier to pick up the item you wish to exchange from your home.

Our products have 3 years warranty. As long as it is a defect of origin.

You may request a refund within 14 calendar days from the delivery date. Excluded from this right, due to their special characteristics, are all products that have been custom-made or specially ordered for the customer, as well as any products that have been opened by the customer.

If you return the purchased product, it must be returned in its original packaging. If the return is made via a shipping company, the handling and costs will be your responsibility, and you must ensure that the original packaging is not damaged, altered, or deteriorated in any way.

Klarna is an interest-free installment payment method. You can make a purchase using Klarna and pay comfortably in three installments, linking these payments to your credit or debit card. The total amount to be deferred must be at least €35 and no more than €1500. The Klarna app is available for both iOS and Android devices.

The first payment with Klarna will be made at the time the product is shipped, and you will receive a notification when the payment is processed. You can select the option to pay in three interest-free installments. One payment will be charged each month until the full purchase amount is paid. You will be notified in advance each month to ensure you have sufficient funds on your card if needed.

It can be used in all member countries of the European Union.

If the website freezes after making a payment, you should try to make the purchase again and/or contact us as soon as possible.

There’s no need to worry. If your payment was declined, no charge was made. We recommend trying with a different credit card and/or an alternative payment method.

To access your account, you must log in using your email and password. If you are unable to access your account, please follow these steps:

• Make sure you are entering the correct email and/or password.
• If you don’t remember your password, you can reset it by clicking on “Forgot your password?” After completing this step, you will receive an email to change your password.

If the problem is not related to your username and/or password, please check the following:

• Make sure the “Block all Cookies” feature is disabled in your browser. You can check this in your browser settings.
• JavaScript must be enabled in your browser.
• You should not have any ad blockers or similar extensions enabled on your device.
  

If you still cannot access your account, please contact us promptly so our team can assist you.

If you no longer wish to receive emails from Ramiro Guardiola, you can unsubscribe anytime by:

• Clicking the unsubscribe link at the bottom of any of our newsletters.
• Updating your preferences in the “Contact Preferences” section of your account.

Simply uncheck the subscription options you want to remove, then click “Confirm Preferences” to save your changes. It’s that easy!

You don’t need to create an account, as you can link your orders with your existing Google accounts.

However, we recommend creating an account to better track your orders and avoid filling in your details every time you place an order.

If you need to reset your password, the process is very simple:

1. Go to our login page.
2. Click on “Forgot your password?” and enter your email address.
3. We will send you an email immediately so you can change your password.

If you don’t receive the email, please check your spam or junk folder. We also recommend verifying any other email addresses that might be linked to your account.