Returns and Exchanges

4. Exchanges and returns

Exchanges and returns are accepted within a maximum of 30 days from the date of purchase. All items must be in perfect condition, with their original tags and packaging. For hygiene reasons, exchanges and returns are not accepted for earrings (except in the case of a defect). To make an exchange, you will need your invoice or receipt. The product must first be returned online. The amount will be refunded via the same payment method used, and you can then place a new order.

Evening bags purchased on our website may be exchanged for another item, but cannot be returned for a refund. For any exchange, the item must retain its original packaging and original tag. PACOMARTINEZ reserves the right to refuse the exchange if the items show obvious signs of use. If you wish to make an exchange online, you will bear the cost of returning the item to our head office, as well as the cost of re-sending the new item to the desired address.

4.1 Conditions

An order can be cancelled as long as its status has not changed to "dispatched". Registered users can manage this directly from their order panel. For purchases made as a guest, cancellation can be requested from our customer service team on +34 960 700 133, Monday to Friday, 09:00–18:30 CET. Once the order is shown as dispatched, the process must be handled as a return.

4.2 Returning your order

Returns of general items:
The return cost is €6.95. This amount will be deducted from the total amount of the returned products.

Returns of suitcases:
The return cost is €9.95. This amount will be deducted from the total amount of the returned products.

  • For orders where shipping costs were paid, the refund will include the amount of the returned items, less the shipping and collection costs.
  • For orders with free delivery, only the collection costs will be deducted.

In the case of a return due to a manufacturing defect, the full amount of the order will be refunded, with no deduction of shipping or collection costs. If only one of the products in the order is defective, only the amount corresponding to the item concerned will be refunded. Refunds are made to the same payment method within 3–20 days of our receiving the return.

4.3 Requesting a return online

Items must be carefully packed, preferably in their original box, and properly protected to avoid any damage during transport (particular care should be taken with suitcases).

Returns are handled as follows:

1. Collection from your home address:

  • Registered customer: go to "My account" → "My returns". You can arrange the collection request by selecting the desired option.
  • Guest purchase: please send an email to atencion_clientes@pacomartinez.mom stating: your full name, order number, reference of each item to be returned, full collection address, telephone number, and an indicative day and time slot.

We recommend keeping the collection receipt for any queries or claims.