FAQ
CAN I ORDER MODELS THAT DO NOT APPEAR ON THE WEB?
If the model you are looking for does not appear on the Web, please consult our Customer Service, indicating:
-Your name, surname and contact number.
-The reference of the desired model (with the format XX-XXX product name). If you do not know the code all information will be of great help: name of the line, colour, etc.
The size number you are looking for.
We will do our best to find the model you want or any of similar features.
HOW DO I BUY ONLINE?
1. Make sure that the country of delivery is the country of the destination of the order. If it is not, you can change it by entering the list of countries we deliver.
2. Choose the product or products you like best, select the size and add them to the bag. The maximum allowed is 5 items. You will be able to view the added products in the bag at any time.
3. When you want to finish your purchase, just go to the bag and click on process order.
4. Complete the form with the delivery and payment details. To confirm click on finish order.
PRODUCT DISPLAY
Paula Urban intends to show the colours of the shoes as close to reality as possible. However, the colour of the shoes may be subject to variations depending on the lights and settings of the screen, your computer monitor or other factors beyond our control.
If you have any questions about any of our models, contact us.
WHAT CURRENCY ARE THE PRICES IN?
Our prices are quoted in euros. BUY WITH CONFIDENCE
RETURNS AND EXCHANGES
Walk, don't run. We offer you 30 days to make an exchange or refund. For more information see conditions for product return.
CUSTOMER SERVICE - FAST AND FRIENDLY
If you have any questions, our Customer Service will be happy to help you. Our teams speak: Spanish, English, German, French, Italian, and Portuguese.
You can contact them either by mail or by telephone.
If any doubt, please contact us.
SECURE AND PROTECT PAYMENT
Data exchange is encrypted by SSL protocol up to 256 bits in the customer’s direct communication with the financial institution upon payment.
Our server encrypts all personal information guaranteeing the privacy and security of your transaction.
Depending on the country and the type of card, we use the 3D secure payment system.
For more information see secure payment
SEALS AND ACCREDITATIONS
Our website is voluntarily adhered to self-regulation systems, whose seal allows us to distinguish ourselves in our level of commitment and transparency.
HOW CAN I PAY FOR MY ONLINE PURCHASE?
At Paula Urban.com we offer different payment methods depending on the country of destination.
SECURE PAYMENT
In order to give maximum security to the purchase process, Paula Urban uses a secure payment system, encrypted data exchange through SSL protocol up to 256 bits and direct communication of the customer with the financial institution when paying. This way, no person outside the WorldPay Customer Payments entity can have access to the card details.
Our server encrypts all personal information guaranteeing the privacy and security of your transaction.
Likewise, for card payments and depending on the country and type of the card, we use the 3D secure payment system which includes additional security measures. These measures protect you against unauthorized use of your card.
Paula Urban reserves the right to withhold any order for security reasons in which case affected customers will be informed.
We also reserve the right to cancel an order if we believe that we are unable to verify shipping and billing information or believe that it involves resale purposes by the buyer.
CASH ON DELIVERY
If the payment is cash on delivery you must confirm the acceptance of the order following the instructions indicated at the time of purchase.
Until you accept the purchase your order will not be confirmed and therefore the chosen products are not reserved. If we do not receive confirmation, your order will be removed within 3 business days from our systems.
Paula Urban reserves the right to withhold any order for security reasons in which case affected customers will be informed.
We also reserve the right to cancel an order if we believe that we are unable to verify shipping and billing information or believe that it involves resale purposes by the buyer.
PAYMENT BY BANK TRANSFER
If the payment is by bank transfer you must make the same within 48 hours of purchase following the instructions given at the time of purchase.
Until we have confirmation of payment your order will not be shipped. If we do not receive confirmation within 3 working days your order will be cancelled.
Paula Urban reserves the right to withhold any order for security reasons in which case affected customers will be informed.
We also reserve the right to cancel an order if we believe that we are unable to verify shipping and billing information or believe that it involves resale purposes by the buyer.
PAYMENT BY PAYPAL
If you pay for an order through PayPal, you will be redirected to their website to make the payment. Your PayPal account will be automatically debited.
For more information visit www.paypal.com.
Paula Urban reserves the right to withhold any order for security reasons in which case affected customers will be informed.
We also reserve the right to cancel an order if we believe that we are unable to verify shipping and billing information or believe that it involves resale purposes by the buyer.
WHAT SIZES ARE SHOWN ON THE WEB?
All sizes shown on the web of Paula Urban ‘website are continental European sizes.
If any doubt, please contact us.
ARE HALF SIZES AVAILABLE?
Paula Urban doesn't manufacture half sizes. If you have any doubts about the fit of a particular model, please feel free to contact us.
WHAT GUARANTEE DOES FOOTWEAR BOUGHT ON THE WEB HAVE?
All our shoes have the guarantee regulated by Royal Decree 1/2007, of 16 November, which approves the revised text of the Law for the Defence of Consumers and Users and other complementary legislation, taking into account the amendments made to this regulation by Royal Decree-Law 7/2021, of 27 April, transposing European Union directives on consumer protection, in particular Directive (EU) 2019/771 of the European Parliament and of the Council of 20 May 2019 on certain aspects of contracts for the sale of goods, amending Regulation (EU) 2017/2394 and Directive 2009/22/EC, and repealing Directive 1999/44/EC.
This warranty only covers non-conformities that existed at the time of delivery of the product. However, it shall not be valid for external damage to the Product caused by any cause, wear and tear, or due to wilful misconduct or negligence on the part of the purchaser, as well as in the case of incidents caused by force majeure. In short, the commercial warranty shall not cover any damage caused by any reason beyond the manufacturer's responsibility.
The items offered on this website are a selection of products from the Paula Urban collection and meet the same quality requirements and guarantee of Paula Urban.
Our Customer Service department has an after-sales service to solve any problem you may have with our products, through which we offer fast and efficient attention to our consumers.
If any doubt, please contact us.
HOW CAN I CANCEL MY ORDER IF I FINALLY DON’T WANT TO RECEIVE IT?
You can cancel it as long as it hasn't been sent. Please note that orders are shipped from Monday to Friday up to 11:00 a.m. on the first business day after purchase.
To cancel your order, access the section “Your orders”, detail the order number and the email address you have used for your purchase. The system will show you the detail of the order and if the option Cancel appears you will be able to click to cancel it. Once cancelled you will receive an e-mail informing you of the cancellation. If this option does not appear, your order has already been sent and you cannot cancel it.
You can also contact our Customer Service to cancel your order.
If the order has already left our warehouse, it cannot be cancelled, but it can be returned once it has been received.
*Countries or regions requiring customs clearance are dispatched only from Monday to Friday, excluding public holidays. Orders to the Canary Islands are only shipped on Tuesdays.
IS IT POSSIBLE TO CHANGE THE SIZE OR MODEL?
If for any reason (size, colour, etc.) you are not satisfied with your purchase you have 30 days to exchange it.
To proceed with an exchange, please check that you comply with the Return Conditions.
If any doubt, please contact us.
HOW DO I MAKE A RETURN?
If you bought through the web PaulaUrban.com, you can return it through the same website.
The online store will not accept returns from other stores.
If any doubt, please contact us.
HOW CAN I EXCHANGE THE MODEL OR THE SIZE?
If you bought through the web PaulaUrban.com, you can also exchange the size through the same website.
The online store will not accept returns from other stores.
If any doubt, please contact us.
WHAT CAN I DO IF MY SHOES BOUGHT IN A STORE PRESENT A MANUFACTURING DEFECT?
Our goal at Paula Urban is the total satisfaction of our customers.
If you consider that your shoes have a manufacturing defect, return them to the store where you bought them, with the proof of purchase, so that the same store can give you an immediate response.
WHEN WILL I RECEIVE THE REFUND FOR THE RETURN OF MY ONLINE
If you have returned your online purchase order through the web, we will proceed to verify the merchandise and the reasons you have indicated, (right after receipt of the return.)
Once the content and reason has been verified, we will manage the refund within a maximum of 10 working days, from Monday to Friday, after the day of reception in our warehouse.
The refund will be done using the same method of payment as in your original purchase. It will be visible in your account 3 to 5 days after the day it has been processed.
RETURN OF ORDERS PAID CASH ON DELIVERY, BY BANK TRANSFER, GIROPAY OR MISTERCASH
If you have returned your purchase online through the web, and your return corresponds to an order you paid cash on delivery, by bank transfer, Giropay or mister cash, we will need you to provide us with the data related to your IBAN number, SIWFT OR BIC CODE in order to proceed with the corresponding refund.
If this is the case, then please contact us.
CAN I TRACK THE RETURN OF MY ORDER ONLINE?
Yes, you can track your return order in the Order History section.
We will update the status and inform you on our website and by email:
-When you have registered your return order.
-Once we receive the goods in our warehouse.
-When the return order has been handled.
If any doubt, please contact us.
RETURN CONDITIONS:
In general, to proceed with a return you should check that the following requirements are met:
-The product should not be used, either in case you want to exchange it or simply return it.
-No more than 30 days should have passed since you received or acquired the product.
RETURNING THROUGH THE WEB
In addition to the above requirements, the return order must be sent in the same conditions in which it was received. If you no longer have the original packaging, you must replace it with one of similar size and capacity.
If these conditions are met, Paula Urban will refund the cost of the goods less the initial shipping costs and the cost of return. If the payment was made cash on delivery (C.O.D.), the additional shipping supplement to that payment method will also not be refunded. In the event of a manufacturing or quality defect by Paula Urban, you will be credited with the cost of return.
The return will be handled within 10 working days, from Monday to Friday, starting from the receipt of the return. Once processed, the corresponding amount will be refunded according to your original payment method.
The cost of the shipment must always be paid by the customer. Paula Urban will not accept any shipping charges.
Through the website, it is only possible to process changes and returns of products purchased on PaulaUrban.com.
CAN I EXCHANGE OR RETURN A PRODUCT PURCHASED WITH A PROMOTION CODE?
Purchases made using a promotion code are also covered by the Paula Urban guarantees.
In case of a return for refund, you will be refunded the amount that applies, that is, the amount that corresponds to the amount paid.
Paula Urban will not be obliged to refund you the promotional code that would have been applied in the returned purchase.
WHAT ARE COOKIES?
Cookies are small files that are stored on the hard drive, not taking up much space and are automatically deleted when they expire.
Some cookies expire at the end of an Internet session, while others are stored for a limited time.
WHY DO WE USE COOKIES?
There are different types of cookies, some of which simply allow you to browse the site and see certain features.
We use cookies to ensure that your experience on our site is as enjoyable as possible, giving us an idea of what we can improve.
WHAT TYPE OF COOKIES DO WE USE?
There are different types of cookies, they help you navigate the website and use the basic functions, such as those that allow you to store the products in your bag.
For more information, see our Privacy Policy.
AND WHAT HAPPENS IF I DON'T LIKE COOKIES?
You can change your browser settings to delete or prevent cookies from being stored without your express consent.
The help section of your browser should give you information on how to manage your cookie settings.
Please note that any limitations may alter the correct functioning of the website and therefore your experience on it.