Return policy

Please read the following information about our returns process to ensure your return is processed correctly.

All items must be returned in their original condition, unworn, washed or altered, and with tags properly attached.
Receipt or proof of purchase is required.
Each customer has a period of 30 calendar days from the date of purchase to request a return.
Please note that we only accept exchanges for the same item.
We do not offer any type of refund.
We offer exchanges for a different size of the same item.
Original shipping costs will not be refunded.
The return only applies if the item is defective, damaged or if you receive the wrong item, subject to the assessment of our team.

For customers who made purchases and started a user session on our web platform:
The process can be started by logging into our web platform from the address https://elsantogato.shop/en-us/account/ to view the order and a detailed view from https://account.elsantogato.shop/orders
- If your order was placed within the last 30 days, the system will provide you with the “Return Order” option.
- Fill out the application and contact form.
Our customer service team will contact you so that, if required, we can request more information.
If your return is approved, we will email you a shipping label.

For customers who made purchases without having logged in to our web platform:

Please email our customer service team at atencionalcliente@elsantogato.com identifying the item(s) you wish to exchange or return, along with an explanation of why.
If your return is approved, we will email you a shipping label.

Place items in their original packaging.
Please ensure items are in the same condition you received them: unworn, unwashed, unaltered, and with original tags attached.
Close the package tightly and affix the shipping label provided.

Call your local FedEx office to schedule a pickup or drop off the package at a FedEx location.
Once shipped, you will receive a confirmation from us as soon as we receive your package.

Returns are typically processed within 72 business hours of receiving the package.
You will be notified by email once your return has been successfully completed.

Returns must be made to the store where the purchase was made. Physical store or e-commerce.
Proof of purchase is required.
The exchange request must be made within 30 days of the purchase date.
We do not offer any type of refund.
Changes are always subject to availability of our inventory.
If you do not have the product in inventory, our customer service team will contact you to offer you the possibility of generating a personal, unique and non-transferable discount code.