FREQUENTLY ASKED QUESTIONS

SHOPPING
DELIVERY
RETURNS
PRIVACY AND COOKIES
CONTACT

SHOPPING

Do I need to create an account to be able to order?
No, you can still order with us by using our Guest Checkout option.

I am unsure of what size to purchase, please can you advise?
Please refer to our Size Guide page for full details of our sizing.

I am unsure how to take care of my boots. Could you advise me?
Please refer to our Care Guide for care instructions.

How do I get to hear about up and coming promotions and sales?
To hear about future promotional activity please sign up to our newsletter.
This option can be found in the bottom right hand corner of our home page.
You can also become a fan on Facebook and follow us on Twitter.

What payment methods do you accept?
We currently accept the below payment methods:Visa, Mastercard, American Express, Paypal and Ideal.

What currencies do you trade in?
We currently only trade in EUR (€)

I have a promotional/discount code, how do I use this?
Please enter the promotional/discount code at the 'shopping bag' stage of your transaction ensuring you click apply.

How do I change my account details?
You can change your account details in the 'Your Account Details' section of your account.
You are also able to view your orders and your Address Book.

How do I cancel my order?
You may cancel an order at any time up until the point at which your goods are being dispatched, after which you will need to return the items to us in order to receive a refund. Please refer to our returns for further details. To cancel an order you must contact us at jannekesmits@andaluxx.com. Under EU Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel your order with us. In this case we will issue you with a full refund however you will need to return the entire order at your cost if you have already received them. In all cases, the goods must be in their original condition and will be inspected on their return.

Can you tell me if items will be restocked?
If your size is out of stock on www.andaluxx.com, please sign up to our 'out of stock' email updates which can be found below the sizes.

I have seen an item in the Press/in your campaign, how can I purchase this?
Please contact us at jannekesmits@andaluxx.com where we will be happy to assist you.

DELIVERY

Has my order been shipped?
As soon as your order has been shipped we will automatically send you confirmation via email including your tracking number.

How can I track my order?
You can track your order using your tracking number, please note that this can sometimes be referred to as consignment number, displayed in your confirmation email/text. Alternatively this information can also be found within the 'Your Orders' section of your account. Please ensure that you allow 24 hours for this number to become active.

I have received a faulty item in my order, what should I do?
If you believe you have received a faulty item from us please contact us at jannekesmits@andaluxx.com.

I have received an incorrect item in my order, what should I do?
If you have received an incorrect item from us please contact us at jannekesmits@andaluxx.com.

How does your delivery service work?
We deliver to the following countries:

DESTINATIONCHARGESDURATION
Andorra, Belgium, France, Germany, Gibraltar, Ireland, Italy, Luxembourg, Netherlands, Portugal, Spain, Sweden FREE 3-7 days
Austria, Bulgaria, Czech Republic, Croatia, Cyprus, Estonia, Finland, Greece, Hungary, Iceland, Latvia, Liechtenstein, Lithuania, Malta, Monaco, Morocco, Norway, Poland, Romania, San Marino, Slovenia, Slovakia, Switzerland and Tunisia € 20 7-9 days
Rest of the world € 30 7-10 days

 

Please note that working days do not include Weekends or Bank Holidays.
The cost of delivery will be as stated on the website at the time of order.
We ship all orders via TNT, operate a Monday to Friday service and will deliver between 9am - 5pm.
On arrival at your chosen shipping address the driver will need to obtain a signature so please ensure that you select an address where someone will be available to sign for your package.
A specific time slot cannot be specified. Please note that during our seasonal sales and periods of promotional activity along with circumstances beyond our control such as adverse weather, processing may take longer and certain services may be removed.

Tax & Duty
Please note that recipients outside the EU will be responsible for any import duties, clearance or brokerage fees and handling charges. Any customs duties are charged once the parcel reaches its destination country and must be paid by the recipient of the parcel. Unfortunately we have no control over these charges nor can we advise on the cost. Please contact your local customs authority in order to determine this.

VAT
Our prices for customers ordering from outside the EU will automatically be adjusted at the checkout to not include VAT.

Can I have my order sent to a store?
Unfortunately we are unable to ship orders to any of our stockists.

RETURNS

What is your Online Returns Policy?
We offer a full refund on all online purchases returned in the condition in which they were sold within 14 days from the day the parcel signed for.
Please note that orders already shipped must be received back at our Distribution Centre before a refund can be issued. Returns are usually processed within 48 hours of receipt. However, please note that during busy periods such as seasonal sale and Christmas processing may take longer. If a different size or item is required a separate order will have to be made. For full details please refer to our Returns page.

Can I return an item purchased online to one of your stockists?
No, this is not possible.

How do I return an item/items from my order/my order?
You should return your items via a secure and insured delivery service. We will refund postage for any faulty items returned to us, however we cannot accept liability for an item until it has been returned to us and has been confirmed as faulty. All footwear should be tried on a carpeted surface and returns will only be accepted if the items are unworn and in a resaleable condition. We would ask that you exercise care when examining your goods and return all footwear to us along with their original packaging, including shoe box, to receive a refund or exchange.

Why do I have to use a courier service?
You should return your items via a secure and insured delivery service as we cannot accept responsibility for goods not received. We recommend you keep your tracking number until your refund or exchange has been processed.

I have returned an item/items from my order/my order but my request is yet to be processed.
Please check your tracking number to ensure that your return package has been signed for at our returns address. If it has been over 48 hours please contact us. If your item is yet to be signed for or you do not have a tracking number please contact the relevant company you have chosen to return your item(s) with.

My account states I've been refunded but I'm yet to receive the money.
Please ensure you are checking the account you used to place your order originally and allow up to 5 working days for your account to be credited. For further enquiries please contact us and we will be happy to assist you.

PRIVACY AND COOKIES

What is a Cookie?
When visiting Andaluxx.com for the first time, a cookie (a piece of data stored by our website within a browser) will be stored on your computer. Cookies were designed for websites to remember things, which means Andaluxx will 'know' that you have visited us before. This means that our site will automatically know which currency you prefer to shop in and in some cases the contents in your 'basket' will be saved. Cookies also store information regarding your shopping journey, enabling us to understand your preferences, so we in turn can display more relevant content to you. It is important to know that they do not store personal information, carry viruses or are able to harm your computer.
Cookies are an essential part of the checkout process and without them being enabled, you as the customer, will not be able to add items to your bag or purchase at the checkout. In short, without opting into allowing cookies to be downloaded onto your PC, you will only be able to view our products without buying.

Why does Andaluxx Use Cookies?
In order for Andaluxx to provide customers with the best possible shopping experience, you'll need to accept these cookies. As previously stated, our cookies don't store any personal account or payment information; they merely allow you and your actions to be remembered through your website journey. If you choose not to allow an Andaluxx cookie onto your browser, it makes our job of providing you with the styles you want impossible! Say you put an ankle boot in your basket, and then navigate to the mid calf category; the website would refresh your bag as empty as it would have no memory of the previous action taking place. We also use cookies to analyse the running of our site. Every major online retailer will use analytics in one form or another to help report site performance. They show us areas of the site which may be under-performing; causing us to investigate any issues and develop enhancements which improve your shopping experience. Being able to measure your journey and show us the most visited products will enable us to predict required stock levels for the next season or prompt stock re-orders. So hopefully with a little help from an Andaluxx cookie, the size you need will always be on-line.

What are my Cookie Preferences?
In order for you to be able to shop on the Andaluxx website, cookies must be selected. We know that you have picked our site to enjoy and ultimately buy our exciting range of boots, and without accepting our cookies, we won't be able to get you through checkout and have your favourite styles sent out. Help make your shopping experience the best it can be. To enable cookies on a PC, select the 'help' tab at the top of your browser, and then select the 'about' option. To enable on a Mac, the apple menu needs to be opened whilst the browser window is open; then select the 'about' option.

CONTACT

How can I contact you?

We are on hand 24 hours a day, seven days a week to assist you with your query.
Please use the form below or email us at jannekesmits@andaluxx.com. We aim to respond to all emails within 12 hours and welcome all feedback.
Alternatively, if you prefer to speak to us you can reach us on (+34) 689096332 or Skypename janneke.smits
Any written correspondence can be sent to:
Andaluxx
Calle Roma, 99
41219 Las Pajanosas (Spain)