Frequently Asked Questions

I have not received my purchase confirmation

Confirmation of your purchase will be sent immediately to the email address you provided as contact information. Make sure to check your spam, junk or other folders as it may have ended up there. If it is not there, just let us know your full name and contact phone number through any of our customer service channels so we can review it together.

Why does the confirmation arrive in the Spam, Junk or Other folder?

Your email security filters out emails you speak to most often, and the completely new ones tend to go into your reference inboxes. So you can add us as a contact or simply check that our replies arrive in your main inbox.

How do I know if my size is correct?

Because our sizes are international, they sometimes differ from those we are used to in Spain, so please refer to our size guide that you will find at the bottom of each page.

Remember that even if the shoes do not fit you, you only need to let us know so we can make the corresponding exchange.

I have already received my order number, what do I do now?

Once you have received your order number, you just have to wait for our email with the generation of the tracking number so that you can check the status of your order. Please note that the generation is automatic and when you receive it the Post Office system may not yet be updated, so we ask you to try again within the next 5 business days.

I received my tracking number but there is no information or it appears as non-existent or lost.

As indicated in point 3, you received your tracking number, which was generated automatically, so it may not be updated on the official platform. We are therefore sharing some search platforms to help you check the movement. We recommend starting tracking on the following business days.

Where do you ship my orders?

We send them by post, if you want to track your order number you can do so at http://bit.ly/correostracking

In your first search, information such as “pending deposit”, “pre-registered” or others may appear. Don’t worry, it is the same information that appears by default when creating the order. You will be able to find out more information about the delivery and/or estimate in the following business days.

Why haven't I received my order?

If we have confirmed your order number and tracking number, it means that your order is in progress and we are respecting the established times. If you have any questions, you can read our section on shipping and other matters at http://bit.ly/correostracking

If we are outside the established deadlines, do not hesitate to let us know your concern with your order number to clientes@exotigold.com