Delivery and returns

We ship from Barcelona in discreet packaging, with tracking on every order. Here you'll find our rates, delivery times and how to return or exchange an item.

Delivery rates and times

| Destination | Delivery time | Price |
| --- | --- | --- |
| Mainland Spain | 24–48 working hours | €9.95 · Free on orders from €250 |
| Balearic Islands | 48–72 working hours | €14.95 |
| European Union | 3–5 working days | €24.95 |
| Watches | Depending on destination | Free insured shipping, hand-delivered against signature |
| Items available to order | 7–14 working days (estimated) | Depending on destination | Current default rates and times. They may be updated; the exact cost of your delivery is always shown at checkout before you pay.

Dispatch times

• In-stock orders placed before 13:00 (Monday to Friday, on working days) are dispatched the same day.
• Orders placed after that time, at the weekend or on a public holiday are dispatched the next working day.
• Delivery times count from dispatch and are estimates. They may vary during periods of high demand or for reasons beyond our control.

Items available to order

We source them for you within an estimated 7 to 14 working days. We'll let you know by email or WhatsApp as soon as they're on their way to you. If we can't get the piece, we refund you in full straight away. If the timeframe runs longer, you can cancel at no cost. Full details in our Terms of Sale.

Watches and high-value items

• Insured and free shipping.
• Hand-delivered against the recipient's signature.
• We may ask you for identity verification before dispatch or on delivery. It's a measure to protect your purchase against fraud.

Canary Islands, Ceuta and Melilla

Get in touch before you buy. These shipments go through customs and may incur import taxes and formalities that change the cost and delivery time. We'll give you a fixed quote.

Packaging and tracking

• Discreet packaging: no external references to the contents or the brands. The product's original box travels protected inside a shipping box.
• Tracking: when your order is dispatched, we email you the tracking number and link.

If your parcel arrives damaged

1. Check the outside of the parcel in front of the courier if possible.
2. If you see obvious damage, note it on the delivery slip or refuse the parcel.
3. Take photos of the outer packaging, the original box and the product before throwing anything away.
4. Email us at hola@privateplug.es or message us on WhatsApp within 24–48 hours of delivery, with your order number and the photos. Letting us know quickly helps us deal with the carrier and resolve it faster. In any case, you retain all your rights under the legal guarantee.

How to return an order

You have 14 calendar days from receiving your order to withdraw from the purchase without giving any reason.

1. Let us know. Email hola@privateplug.es or message us on WhatsApp on — with your order number and the item you want to return, within the 14 calendar days.
2. Get the instructions. We'll send you the return address and the steps to follow.
3. Pack it carefully. The product must be unused, in its original box, with all its tags and the authenticity seal or tag intact. Place the original box inside another box: don't stick labels or tape on the product box.
4. Send it with tracking. Use a tracked service and keep the proof of postage. You have 14 calendar days from notifying us to send it. Return costs are paid by you, unless the product is faulty or the mistake is ours.
5. Inspection. When we receive it, we check its condition and authenticity.
6. Refund. We refund the amount, including the original standard shipping costs, to the same payment method, within a maximum of 14 calendar days from when you notified us of the return. We may wait until we receive the product or proof that it has been sent. If the product shows use or handling beyond what is needed to inspect it (for example, marked soles or a damaged box), we may deduct the loss in value from the refund.

Size exchanges

Doesn't fit? We'll sort it.

1. Get in touch at hola@privateplug.es or on WhatsApp with your order number and the size you need, within 14 calendar days of receipt.
2. We check availability. Exchanges depend on us having the size in stock or being able to source it. With limited models, it's sometimes not possible.
3. We choose the best option with you:

• Direct exchange: if the size is available, we reserve it and send it to you once we've received and checked the original pair.
• Return and new order: you return the item following the steps above and place a new order in the correct size. That way you secure the size straight away.

4. Send the original item in the same condition as a return: unused, with its original box and the seal intact.
5. Shipping costs: return shipping is paid by you and delivery of the new size is charged at your destination's rate, unless the mistake is ours. If there's a price difference between sizes, we'll refund or charge it.

Items available to order and private orders

The 14-day right of withdrawal also applies to items available to order and to **private orders** for standard pieces. It is only excluded for products made to your specifications or clearly personalised; in that case, we'll tell you so explicitly before confirming the order.

More information

• Terms of Sale: withdrawal, guarantees and refunds in detail.
• FAQ: quick answers on sizing, payments and orders.
• Anything else? Email us at hola@privateplug.es or call us on —.