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FAQ

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Returns (15)

Is it necessary to introduce the product that I want to return inside a security box? If it is not, would it be rejected?

Yes, it is a requirement for any returned product ...
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How should I send the products that I want to return?

It is a requirement for any return that the produc...
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Can I exchange a product?

It is not possible to exchange a product. Any chan...
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How to process with a return?

You have 14 calendar days since the day you receiv...
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Is the return shipping cost at the customer's expense?

Shipping costs for the return of a product are alw...
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Can I return a product in one of your physical stores?

Yes, it is possible to return a product in any of ...
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How and when will I receive the refund corresponding to my return?

Refunds are always paid using the same payment met...
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Can I reserve a product or size while waiting for the refund of my return?

At NovogasShops it is not possible to reserve a product or ...
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Can I return a pair of sneakers without its original box?

Bags & Tote Bags...
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For what reasons can a return be rejected?

The main reasons why a return will be rejected ...
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I have just received a wrong size or model, what should I do?

If you have received a product that does not corre...
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All the brands we work with, carry out rigorous qu?

All the brands we work with, carry out rigorous qu...
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If I make a return, will the shipping costs be reimbursed too?

Yes, shipping costs will be refunded as long as th...
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How many days do I have to make a return?

The purchase term will be indicated in the notific...
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Are there any items that cannot be returned?

Yes, for reasons of hygiene and health protection,...
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Releases (1)

What kind of product can I find in the Hot Releases calendar?

Hot Releases is our calendar showing all exclusive...
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Our Stores (1)

Can I return a product at the physical store?

Yes, you can hand over the product which you wish ...
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My account and personal information (7)

Is it necessary to create a customer account to shop at your store?

No, creating a customer account is not mandatory w...
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What benefits does the MySvd account have?

With your MyNovogasShops customer account, when you purchas...
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How can I create a customer account?

Creating a MyNovogasShops account is very easy. Go to Creat...
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I can't remember the password for my MyNovogasShops customer account, how can I obtain a new one?

You can request a new password by clicking on the ...
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I would like to delete my customer account. What do I need to do?

In order to proceed with the closure of the custom...
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What is the NovogasShops Credit and how does it work?

Are you still working normally...
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How do I unsubscribe from your Newsletter?

It's really easy! You can unsubscribe yourself fr...
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Shipping (20)

I have placed an order containing several units and I have only received part of the products I purchased. Is there a problem? Will I receive the rest in a second shipping?

Our stock at NovogasShops is distributed among different wa...
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What is the delivery time for my order?

Once your order has been prepared and shipped, the...
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Do shipping costs depend on the quantity of products on my order?

No, shipping costs are fixed, regardless of the qu...
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I have placed an order. How can I find out its shipping status?

As soon as your order leaves our warehouse you wil...
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My order was shipped more than a week ago, and I have not yet received it. What can I do?

If it's been more than a week since you've receive...
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Do you prepare and ship orders every day? Do you ship orders during the weekend or bank holidays?

We prepare and dispatch our orders on working days...
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Do you ship to Ceuta and Melilla?

No, sivasdescalzo does not ship to the cities of C...
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I could not complete my purchase. What can I do?

How do I unsubscribe from your Newsletter...
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I would like my order to arrive as soon as possible. Can I take on an express delivery service?

It will depend on the destination country: In S...
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Are there delays during special dates like Christmas, sales, Black Friday, etc.?

We always make sure that each order arrives on tim...
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Can I send my order to a P.O. box or Pick up Point?

The purchase term will be indicated in the notific...
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I have placed several orders on the same day and would like to receive them separately. Is this possible?

If you have placed two orders on the same day, and...
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I would like to place an order and deliver it to the Canary Islands. What should I take into account?

If you want us to send your order to the Canary Is...
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The packages to Spain and Portugal are delivered with MRW. Is it possible to send them with another delivery company?

No, it is not possible. MRW is the delivery compan...
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Are all international shippings delivered by UPS?

Yes, UPS is the delivery company responsable for o...
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Will I have to pay customs fees or local taxes outside the European Union?

Yes, all international orders sent to a country ou...
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What can I do to prevent my order from being returned?

A parcel is not often returned to our facilities. ...
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My order could not be delivered, will I receive a full refund of my purchase?

There are very few occasions when a package can be...
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I received a single package with part of the products. Is there a second shipment?

We have several warehouses in the cities of Madrid...
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Bailén, 18 08010 Barcelona, Spain?

No, the European Economic Area (EEA) is a free tra...
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Payments and security (4)

What payment methods can I use when purchasing at NovogasShops?

If you have received a product that does not corre...
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Will I have to pay customs fees or local taxes within the European Economic Area?

Paypal is the most extended online payment managem...
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It will depend on the destination country?

Shopping at our online store is completely safe an...
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In which currency do I have to pay?

At NovogasShops, all available prices and published shippin...
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Products and Releases (17)

How can I stay informed about all news, promotions and releases at NovogasShops?

If you would like to be the first one to find out ...
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I have some questions about my size. What should I do?

We recommend you check the size chart. When acc...
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Can I find any differences in sizes between different brands? And between different models by the same brand?

Yes, you can find differences between the differen...
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I would like to know what is the equivalent of my usual size in the American, British, European, centimeters size system. Where can I find this information?

To find out what is the equivalent of your size, y...
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Can I reserve or pre-order a product?

Can I participate in raffles if I am underage ...
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If I add a product to my cart, is that item reserved for me to purchase?

No, the product you have added to the cart is abso...
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Is there any difference in sizes for women and men?

There are only differences in the American sizing ...
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The product I like is sold out. Will you renovate stock?

At NovogasShops, we interpret fashion by carefully selectin...
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Can you get any discontinued models or past editions?

The active models and sizes that appear in our onl...
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How reliable is the color of the photos on the web regarding the actual color of the product?

At NovogasShops, we apply demanding quality criteria to all...
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I run a store and I am interested in buying large quantities of product, do you do wholesale?

Hats / Caps ...
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Where can I find information about a specific product release?

You can check our weekly Hot Releases calendar. Yo...
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The product I want to buy is limited to one unit per customer, why?

We sometimes limit the purchase of an exclusive pr...
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Are the sneakers and the products sold original ones?

Yes, all the products that make up our catalog, be...
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Is the price of the product that appears on the web the final price?

Absolutely. The price you see in the online store ...
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I am looking for a product release but I cannot find it on Hot Releases. How can I find out whether you are going to have stock of this product?

At NovogasShops we only publish releases when we are 100% s...
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Are all exclusive product releases carried out in the same way?

No. Each release can be carried out differently. T...
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Your Order (11)

How can I confirm my order has been placed correctly?

You can confirm that you have correctly placed you...
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The shipping address is incorrect. What can I do?

Liberal Youth Ministry...
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Is it possible to cancel or modify an order once it has already been placed?

No, at sivasdescalzo we only sell our products to...
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I would like to obtain my order's invoice, how can I access it?

You can easily download your invoice by accessing ...
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Can I place an order on the phone?

No, it is not possible to place an order through o...
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If I place an order online through your website, can I pick it up at one of your stores?

We do not offer store pick-up services. All orders...
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I have purchased a product and its price is now lower

If you recently purchased an item and its price ha...
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I do not have a customer account but would like to see my order status. What should I do?

If you do not have a customer account, unfortunate...
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I could not complete my purchase. What can I do?

If you have experienced any inconvenience when mak...
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I can't see my order in MyNovogasShops account, what should I do?

You may have placed your order as a guest and that...
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I want to edit my invoice details

Are there delays during special dates like Christmas, sales, Black Friday, etc...
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Contact and NovogasShops stores (4)

Hats / Caps?

You can raise a claim or complaint by requesting t...
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How can I contact your customer service?

By email: - From our contact form- Opening a query...
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Where is your store in Barcelona? What are their opening times?

You will find our store in the neighborhood of Eix...
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Where is your store in Madrid? What are its opening times?

You will find us in the Madrid neighborhood of Mal...
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App (22)

Will I have to pay customs fees or local taxes outside the European Union?

The app is available for Android devices with Andr...
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Which requirements must my iOS device meet to access the app?

The app is available for iOS devices with iOS 10.0...
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How can I verify my phone number or device in the App?

When logging in the application, the system will c...
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If I uninstall the app and reinstall the app back, will I lose my registrations?

Yes, you can hand over the product which you wish...
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If I register in an online raffle will I also be able to register in-store?

Only one registration per customer will be accepte...
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How can I cancel/modify my registration?

Once registered in a raffle, for legal motives, it...
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How will I know if I am a winner?

Hats & Caps...
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The purchase term will be indicated in the notific?

What happens if the product purchase period expires,...
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What happens if I do not comply with the terms and conditions of the raffle?

If it is detected that, in effect, the terms and c...
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Can many persons participate with the same shipping address?

Only one registration per shipping address is allo...
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Can I participate in raffles if I am underage?

No, if you are underage, you won't be able to part...
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I have won the online raffle. How can I proceed to the purchase?

No, sivasdescalzo does not ship to the cities of C...
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What is the purchase term for a raffle product?

The purchase term will be indicated in the notific...
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What happens if the product purchase period expires?

We have several warehouses in the cities of Madrid...
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How many time do I have to pick up my raffle product in-store?

If you have been the winner of an in-store raffle ...
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If I am an online winner, can I pick up my order at the stores?

No, the online winners must place the order throug...
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Can I return or exchange a raffle product or a release product?

The return conditions are the same for all our pro...
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I won the raffle in-store. Can a friend or a family member pick up the product for me?

No, only the winner can pick up his order personal...
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I won the raffle in-store. How do I proceed to the purchase?

Yes, all the products that make up our catalog, be...
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Do I have to present any official document to pick up my raffle product in-store?

To pick up your order in the store, you must prese...
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Are all of NovogasShops products available on the NovogasShops App?

No, only the most exclusive and limited sneakers a...
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Are the models available in the NovogasShops App also available for sale on the sivasdescalzo.com website?

Not usually. Some models may be available in the S...
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Covid19 EN (5)

Have the return period and conditions been affected?

Return period: Yes, we have extended the return p...
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When will I receive my order?

The usual delivery times may be affected depending...
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Are you still working normally?

We are still active! We want to continue offering ...
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Are the stores open?

Yes, our physical stores in Barcelona and Madrid h...
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What measures have you taken to guarantee the safety of your employees?

Much of our team is still operating and working re...
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