18 topics in this section
  • Can I return a product?

    The majority of products purchased at El Corte Inglés can be returned as long as you still have the original packaging and the products are in perfect condition. Including accessories, documentation and original packaging; if not, the good will be subject to a depreciation. There are some exceptions and specific return periods for making a return. See these questions: What are the return and exchange periods for a product? and Which products cannot be returned?

    Pursuant to the exceptions to the Right of Withdrawal regulated by RDL 1/2007, products customised with personal settings.

    You will only be responsible for the decrease in value of the goods if they have been handled in a manner other than that necessary to ascertain their nature, characteristics and functioning.


    This will also apply to items such as mobile telephones, tablets, computers, etc..., devices on which you have voluntarily registered, activated security features, geolocation or patterns, as starting up these devices requires the prior and voluntary registration of your personal data, which are stored in the device's memory.

    Once the merchandise has been received in our warehouses and has been confirmed to be in good condition, the customer will receive a refund for the total price plus delivery charges via the same payment method used for the original purchase, except cash payments, which will be refunded by bank transfer. Refunds will be made within 14 calendar days of receipt of the returned merchandise. The direct cost of returning the good or service will be borne by the customer, as established in the LGCU.

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  • Can I exchange a product?

    The majority of products purchased at El Corte Inglés can be exchanged as long as you still have the original packaging and the products are in perfect condition. There are some exceptions and specific return periods for making a return. See these questions: What are the return and exchange periods for a product? and Which products cannot be returned?

    Pursuant to the exceptions to the Right of Withdrawal regulated by RDL 1/2007, products customised with personal settings.

    You will only be responsible for the decrease in value of the goods if they have been handled in a manner other than that necessary to ascertain their nature, characteristics and functioning.

    This will also apply to items such as mobile telephones, tablets, computers, etc..., devices on which you have voluntarily registered, activated security features, geolocation or patterns, as starting up these devices requires the prior and voluntary registration of your personal data, which are stored in the device's memory.

    Once the merchandise has been received in our warehouses and has been confirmed to be in good condition, the customer will receive a refund for the total price plus delivery charges via the same payment method used for the original purchase, except cash payments, which will be refunded by bank transfer. Refunds will be made within 14 calendar days of receipt of the returned merchandise. The direct cost of returning the good or service will be borne by the customer, as established in the LGCU.

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  • What are the return and exchange periods for a product?

    The return periods detailed below will begin on the date orders are delivered:

    • 60 calendar days: fashion and sports clothes items, accessories, footwear, household items and home textiles.
    • 30 calendar days: furniture.
    • 30/15 días naturales:  products from watches, jewellery,
    • 15 días naturales: perfumes and cosmetics, leisure and culture, sports equipment, toys, lighting, pets and all items with electrical or mechanical components.

    The product must be unused, without assemble and in perfect condition. Including accessories, documentation and original packaging; if not, the good will be subject to a depreciation.Pursuant to the exceptions to the Right of Withdrawal regulated by RDL 1/2007, products customised with personal settings.

    You will only be responsible for the decrease in value of the goods if they have been handled in a manner other than that necessary to ascertain their nature, characteristics and functioning. This will also apply to items such as mobile telephones, tablets, computers, etc..., devices on which you have voluntarily registered, activated security features, geolocation or patterns, as starting up these devices requires the prior and voluntary registration of your personal data, which are stored in the device's memory.

    Once the merchandise has been received in our warehouses and its proper condition has been confirmed, the customer will receive a refund for the total price plus delivery charges via the same payment method used for the original purchase, excluding cash, which will be refunded via bank transfer; the refund will be made within 14 calendar days of receipt of the returned merchandise.  The direct cost of returning the good or service will be borne by the customer, as established in the LGCU.

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  • Can I return a product I purchased online at a Shopping Centre?

    You can return items purchased at www.elcorteingles.es at Shopping Centres, free of charge. Returns will not be accepted in Hipercor, Supercor, Sfera and Discount Centre stores. You can return Bricor items at shopping centres with this department.

    Specific terms and exceptions apply. Marketplace products sold by third parties have their own return terms and conditions. Some products are subject to special terms and conditions. This will be identified on the product itself or you will have received a sales document printed with the letters E.DIG at the top with your order.

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  • Can I return a product through Correos?

    You can return a product through the Correos network, except for items sold through a third party (Market Place). See the special conditions for each item in the DELIVERY AND RETURNS tab. The direct cost of returning an item is €2.

    To return an item, call Customer Services on 900 373 111 from a landline or 901 464 111 from a mobile. You will be informed as to where your nearest collection point is, and asked to provide your email address.

    You will then receive a confirmation email for the return with a link for downloading the label. Once the package is ready, you should stick this label on the outside and take it to the selected collection point.

    *Labels are valid for 14 days. Once this period has elapsed, they will expire and the return will not be accepted at the Collection Points.

    Returns are only accepted at Collection Points in mainland Spain and the Balearic Islands.

    In addition to exceptions to the right of withdrawal, large items weighing more than 15 kg and products subject to special conditions are also excluded from the refund system at Collection Points.

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  • Can I return a product from my home?

    To return a product from home , contact us to set up a home collection (except Click&Collect orders collected at Shopping Centres, which can only be returned at our Centres).

    You have two different options:

    By telephone: 900 373 111 from a landline or 901 464 111 from a mobile

    By email: Send us an email at clientes@elcorteingles.es with the withdrawal form as an attachment.

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  • How do I make a return from abroad?

    If you wish to cancel the order before delivery, you must notify us within a maximum of 24 hours following placement of the order, since the order may have already been shipped and it is not always possible to halt the delivery. If your order has already been shipped, you will have to accept delivery of the order and contact us within the periods indicated in the previous section “Return periods”. You must accept the delivery so that, after it is returned and received/checked at the Warehouse by El Corte Inglés, we can refund you the price of your order.

    If you want to return an order after receiving it, call Customer Services at 900 373 111 from a landline or 901 464 111 from a mobile where they will take note of your decision, then send it to us at EL CORTE INGLÉS, SUCURSAL 090  NAVE-R   CTRA. ANDALUCÍA KM.22.800    VALDEMORO-28340   MADRID-ESPAÑA; the costs of the return, customs fees and local taxes are the customer’s responsibility.

    Once we have received and checked that everything is correct, we will issue the refund.

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  • How do I make a return from the Canary Islands?

    To make a return from the Canary Islands, see the following information:


    Return methods and costs if the product weighs 15 kilos or less

    Return method Partial return Total return
    Call  900 373 111 from a landline or 901 464 111 from a mobile, or send us an email to clientes@elcorteingles.es, so that we can arrange the collection time. You can also attach the withdrawal form to the email. €12 €18

    Return methods and costs if the product weighs over 15 kilos or is very large

    Return method Direct return costs
    Call  900 373 111 from a landline or 901 464 111 from a mobile, or send us an email to clientes@elcorteingles.es, so that we can arrange the collection time. You can also attach the withdrawal form to the email. €30

    Return methods and costs for Electronics, Computer Technology and Household Appliances coming from homes in the Canary Islands.

    Place of origin Return method Direct return costs
    From home (Gran Canaria and Tenerife) Call  900 373 111 from a landline or 901 464 111 from a mobile, or send us an email to clientes@elcorteingles.es, so that we can arrange the collection time. Collections that require uninstallation will be budgeted individually €9.80

    From home (Rest of the Canary Islands)

    Call  900 373 111 from a landline or 901 464 111 from a mobile, or send us an email to clientes@elcorteingles.es, so that we can arrange the collection time. Collections that require uninstallation will be budgeted individually €13.90

     

    Collections that require uninstallation will be budgeted individually.

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  • How do I make a return from Ceuta and Melilla?

    If you wish to cancel the order before delivery, you must notify us within a maximum of 24 hours following placement of the order, since the order may have already been shipped and it is not always possible to halt the delivery. If your order has already been shipped, you will have to accept delivery of the order and contact us within the periods indicated in the previous section “Return periods”. You must accept the delivery so that, after it is returned and received/checked at the Warehouse by El Corte Inglés, we can refund you the price of your order.

    To return an order, call Customer Service on 900 373 111 from a landline or 901 464 111 from a mobile where they will take note of your decision, then take it to a Post Office of your choice and send it to EL CORTE INGLÉS, SUCURSAL 090  NAVE-R   CTRA. ANDALUCÍA KM.22.800    VALDEMORO-28340   MADRID-ESPAÑA; the costs of the return, customs fees and local taxes are the customer’s responsibility.

    Once we have received and checked that everything is correct, we will issue the refund.

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  • Are there fees for making a return?

    The fees for making a return via Correos and the Celéritas service are €2.

    For product returns that are picked up from the customer's home, the direct cost of returning the good or service will be borne by the customer, as established in the LGCU.

    Return methods and costs if the product weighs 15 kilos or less

     
    Place of origin Return method Partial return Total return
    Mainland Spain and the Balearic Islands Call  900 373 111 from a landline or 901 464 111 from a mobile, or send us an email to clientes@elcorteingles.es, so that we can arrange the collection time. You can also attach the withdrawal form to the email. €5.90 €7.90
    Canary Islands Call  900 373 111 from a landline or 901 464 111 from a mobile, or send us an email to clientes@elcorteingles.es, so that we can arrange the collection time. You can also attach the withdrawal form to the email. €12 €18

    Return methods and costs if the product weighs over 15 kilos or is very large

    Place of origin Return method Direct return costs
    Collection in mainland Spain, the Balearic Islands and the Canary Islands Call  900 373 111 from a landline or 901 464 111 from a mobile, or send us an email to clientes@elcorteingles.es, so that we can arrange the collection time. You can also attach the withdrawal form to the email. €30

    The fees, conditions and delivery methods may vary depending on the location:

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  • Which products cannot be returned?

    Nearly all products can be returned as long as they have not been used, are in perfect condition, and include all their accessories, documents and original packaging. However, there are some exceptions to the right of withdrawal. Returns are not applicable to:

    • The provision of services once the service has been completed or when it has begun, with the prior express consent of the consumer and user, and with their recognition that they are aware that, once the contract has been entirely fulfilled by the company, they will have lost their right of withdrawal.
    • The supply of goods or provision of services whose price depends on the fluctuations of the financial market, which are beyond the control of the company and which occur during the withdrawal period.
    • The supply of goods produced according to the specifications of the consumer and user, or any product that has been clearly customised (e.g. weapons, furniture, tailored clothing, customised clothing such as sports jersey with a personal name).
    • The supply of goods that can perish or expire quickly (e.g. food, flowers, fruit baskets, etc.).
    • The supply of pre-sealed goods that are not suitable for return due to health or hygiene reasons, which have been opened after their delivery (e.g. earrings, all beauty items, toiletries items, cosmetics, personal hygiene, hair accessories, undergarments, tights, stockings and any product used on the body).
    • The supply of goods that, after delivery and due to their nature, have become irrecoverably mixed with other goods.
    • The supply of alcoholic drinks whose price was agreed at the time of formalising the sale contract and yet could not be delivered earlier than 30 days later, and whose real value depends on the fluctuations of the financial market, which are beyond the control of the company.
    • Contracts in which the consumer and user specifically requested that the company provide urgent repair or maintenance operations; if, during this visit, the company provides additional services to those specifically requested by the consumer or supplies goods other than the replacement parts needed for the repairs or maintenance, the right of withdrawal shall apply to these additional services or goods.
    • The supply of pre-sealed audio recordings, videos, video games and computer programs in any physical format (CD, Vinyl, DVD, Blue-ray, etc.), which have been opened by the consumer and user after their delivery.
    • The supply of digital content that has no material form.
    • Veterinary medicines may not be returned once dispensed and delivered to the purchaser, except for items that are supplied by mistake, do not match the order, are damaged during transport, carry an alert regarding a defect in their quality or for veterinary pharmacovigilance reasons, or must be withdrawn in accordance with the provisions of Royal Decree 1246/2008, of 18 July.
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  • Can I return a product to a Centre that is not the Centre where I purchased it?

    In general, any product purchased at an El Corte Inglés centre can be exchanged or returned at another centre, by going to the Department corresponding to the merchandise. Nevertheless, there are some special circumstances to keep in mind:

    • If you have received a product different from the one you requested and it appears on the sales document, call us on 900 373 111 from a landline or 901 464 111 from a mobile or send us an email to clientes@elcorteingles.es
    • Exchanges and returns between centres in Spain and Portugal are not permitted.
    • Exchanges and returns between centres located in mainland Spain/the Balearic Islands and the Canary Islands are also not permitted due to different tax laws. An exception is made for customers possessing the correct customs declaration.
    • Discount Centres: exchanges and returns will only be accepted in the same centre where the purchase was made, within a maximum period of 15 calendar days.
    • Sportown: exchanges and returns will only be accepted for products purchased at a Sportown centre.
    • AENA and TMJ stores: returns of products purchased at an El Corte Inglés centre will be accepted at these stores as long as the Store in question has the same department to which the merchandise belongs.
    • Bricor
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  • Can I return a Sfera product at an El Corte Inglés Centre?

    You can return a Sfera Brand product purchased at El Corte Inglés and El Corte Inglés Stores to any Sfera Group Store. If the product was purchased at a Sfera Store, you can return it to any El Corte Inglés Centre or El Corte Inglés Store that sells that brand.

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  • How do I return a Market Place product?

    You can use any of these means to return an item; we will notify the vendor of the return immediately:

    1. By calling 900 373 111 from a landline or 901 464 111 from a mobile
    2. By sending an e-mail to: clientes@elcorteingles.es.
    3. Using the cancellation form that you can download here, and which can also be sent by e-mail to clientes@elcorteingles.es. In this case, the subject of the e-mail should read MARKET PLACE CANCELLATION FORM.
    4. Only Electronics and technology products may be returned to the Customer Service desk at El Corte Inglés centres.

    The product must be unused and in perfect condition. Including accessories, documentation and original packaging; if not, the good will be subject to a depreciation.

    You will only be responsible for the decrease in value of the goods if they have been handled in a manner other than that necessary to ascertain their nature, characteristics and functioning.

    For any return method (home or shopping centre), the merchandise will be inspected in the seller’s facilities. Once the merchandise's proper condition has been confirmed, the customer will receive a refund for the total price plus delivery charges via the same payment method used for the original purchase, excluding cash, which will be refunded via bank transfer; the refund will be made within 14 calendar days of receipt of the returned merchandise.

    The direct cost of returning the good or service will be borne by the customer, as established in the LGCU. The amount will be indicated on the product sheet.

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  • What documentation must I present when returning or exchanging a product?

    To return or exchange a product, you must bring the product in its original packaging and in perfect condition and the purchase receipt within the designated return period. If you did not make the purchase with cash, you must also bring that payment method so we can refund you. The email you received after making the purchase with the subject “Order being shipped” is your purchase receipt for all purposes.

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  • How do I make a return from mainland Spain and the Balearic Islands?

    To make a return from your home within mainland Spain and the Balearic Islands , see the following information:


    Return methods and costs if the product weighs 15 kilos or less

    Return method Partial return Total return
    Call  900 373 111 from a landline or 901 464 111 from a mobile, or send us an email to clientes@elcorteingles.es, so that we can arrange the collection time. You can also attach the withdrawal form to the email. €5.90 €7.90

    Return methods and costs if the product weighs over 15 kilos or is very large

    Return method Direct return costs
    Call  900 373 111 from a landline or 901 464 111 from a mobile, or send us an email to clientes@elcorteingles.es, so that we can arrange the collection time. You can also attach the withdrawal form to the email. €30
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  • How do I return a product that I purchased on the website at a Centre?

    To return a product purchased on the website at a Centre, just go to the relevant department at a Shopping Centre and present your sales document. Remember, these documents are the “order in shipping process” and “order delivered” emails, which include the following information:

    This email is your sales document: If you want to return any item from your order free of charge, just present a printed copy or on your mobile at a Shopping Centre

    You do not need to print it, you can show it directly on your mobile.

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  • How am I refunded for a product I returned?

    If the product is in perfect condition with its original packaging, there won’t be any problems. Nevertheless, there are certain exceptions you should know about. The refund method may vary, depending on the return method:

    • Returns at centres: The amount is refunded at the same time the product is returned, except for products that are subject to “`special conditions” (this phrase appears in the product information; at the top of the sales receipt, you will also find one of the following acronyms: “E.DIG” or “MKTP”). These products are inspected at our warehouses prior to issuing a refund.
    • Returns with home collection or with Correos/Celéritas: The amount is refunded in full following inspection at one of our warehouses. For products sold by third parties or Market Place (identified by the phrase “sold by...” followed by the name of the seller or by the acronym “MKTP”), the amount is also refunded following inspection at the supplier’s warehouses.

    Under the terms of Royal Decree 1/2007, the amount will be refunded via the same payment method you used to make the original purchase. If you paid using Cash on Delivery, the refund will be made via bank transfer. Direct costs of the return will be added, when applicable. In addition, any costs related to disassembly or uninstallation will be borne by the customer.

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Help topics: Returns and exchanges