ELITEX / BY YOUR SIDE
Exchanges and returns.
Request an exchange or return through the portal. Locate your order and follow the steps to prepare the package.
Delivery to a pickup point. No home pickup.
Your request, step by step.
In all cases, you drop off the package at an authorized location. We do not offer home pickup.
Open your request
Log in to the portal with your order number handy. Locate the purchase and select the items you want to return or exchange.
Confirm and prepare
Review the options and cost. Follow the instructions to obtain the specified label or code, and securely protect the items inside a sealed package.
Delivery to a pickup point
Take the package to a drop-off point that meets the instructions in your request. In all cases, packages must be dropped off at a designated location; home collection is not available.
Save the receipt
Keep the delivery receipt and tracking reference until the case has been resolved. Once we receive the package, we will inspect the items.
Check costs by area
Expand to view the return and exchange fees for your destination.
| Area and destinations | Return | Change |
|---|---|---|
| Zone 1 Mainland Spain, mainland Portugal, and Andorra. | 3,99 € | 6,99 € |
| Balearic Islands, Ceuta and Melilla Destinations outside mainland Spain. | 5,99 € | 7,99 € |
| Zone 2 France, Germany, Austria, Belgium, the Netherlands, Luxembourg, Poland, and Italy, excluding island destinations in Zone 4. | 5,99 € | 8,99 € |
| Zone 3 Czech Republic, Croatia, Romania, Hungary, Slovenia, Slovakia, Bulgaria, Greece, Ireland, Estonia, Latvia, and Lithuania. | 7,99 € | 9,99 € |
| Zone 4 Cyprus, Norway, Switzerland, Finland, Denmark, Sweden, Madeira, the Azores, and the Italian island destinations listed below. | 19,99 € | 24,99 € |
| Canary Islands Returns only. | 22,99 € | Unavailable |
| United Kingdom Includes customs clearance. | 22,99 € | 22,99 € |
| Other countries outside the EU Destinations not included in the above areas. | 22,99 € | View |
For exchanges, the price difference between products is calculated separately. In the Canary Islands, only returns are available.
Italian islands in Zone 4: Sardinia, Sicily and their associated islands; Elba, Pianosa, Capraia, Giglio, Giannutri, Capri, Ischia, Procida, Ponza, Ventotene and Tremiti.
For destinations not listed, please check the options available on the portal. If you receive a defective or incorrect product due to an error on our part, we will cover the corresponding costs.
Frequently Asked Questions
We answer your questions.
Where to drop it off, how to prepare the package, and what happens next. Also check the requirements and time frames.
- Unused
- In perfect condition
- With original packaging
Where do I drop off the package?
All exchanges and returns are sent via drop-off at an authorized collection point. Take the package to the compatible location specified in your request instructions.
Check its location and opening hours before you go. Not all locations accept every label or code.
Can you collect it from my home?
We do not offer home pickup. In all cases, you must drop off the package at an authorized location, following the instructions provided in your request.
What do I need to start the return process?
Have your order number and the details used when making the purchase ready. Open the portal, locate the purchase, select the items, and indicate whether you want to return or exchange them.
Review the details and cost before confirming. If the portal cannot find the order, check that you are entering the details for that purchase.
Do I need to print a label?
It depends on the instructions you receive when completing the request. If you are provided with a label to print, attach it to the outside of the package. If you are provided with a QR code, follow the instructions to use it at a compatible location.
Not all destinations or requests support QR codes. Do not go to the location until you have the required label or code.
How do I prepare the package?
Include the selected items, their accessories, and their original packaging, protected inside a sturdy shipping box or bag. You can reuse the shipping packaging if it is in good condition.
Seal the package securely and remove or cover any previous shipping labels. Include the documentation specified by the portal. If you use a new label, place it visibly and legibly on the outside.
Can I return only part of my order?
Select only the items and quantities you wish to return in the portal. Make sure that the contents of the package match your return request.
For packs, sets, or promotions, check the terms and conditions applicable to your purchase before separating the items.
Can I combine multiple orders into one package?
Process each order separately in the portal and use the label or code corresponding to each request. Do not combine different orders in the same package unless you have received explicit instructions to do so.
What do I do after delivering the package?
Keep the proof of delivery and tracking reference. Dropping it off at the collection point does not mean it has already arrived at our warehouse.
Once we receive it, we will inspect the items and process the corresponding request. Keep the receipt until the exchange or refund has been completed.
How much time do I have?
As a general rule, you have 14 calendar days from receipt of the order to request a return or exchange.
Is there a special deadline for Christmas?
For orders placed between November 15 and December 31, the return period is exceptionally extended through January 15, inclusive.
What condition should the product be in?
To accept a return or exchange, the product must be unused, in perfect condition, and in its original packaging.
If the product arrives used, damaged, or showing signs of use, we may reject the return or charge a reconditioning fee.
Can I exchange it for another item?
You can exchange your product for another item.
- If the new item is more expensive, you will need to pay the difference.
- If it is less expensive, the difference will be refunded.
Which products cannot be exchanged or returned?
- Pre-order (made to order).
- Socks (for hygiene reasons).
How is the refund processed?
Once the product has been received and inspected, we will process the corresponding refund or exchange.
The initial shipping cost is non-refundable, except in the case of a defective or incorrect product.
Your request starts here.
Open the portal, locate your order, and select the items you want to return or exchange.