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Frequently asked questions

Orders

Do I have to register to be able to place an order?

Yes, on our website Fluchos.com, it is compulsory to register in order to make a purchase. You will also be able to enjoy advantages such as:  

Tracking the shipping of your order 

Reviewing all your purchases 

Accessing your Wishlist 

Receiving emails when new products become available 

You can register from My account on “Create new account” or, you can register by providing your details when you make a purchase. 

How do I search for a specific item on Fluchos.com?

You can search products on our website from the main menu, where you can choose the product category. You can also use the filters that you can find in each category or subcategory (colour, heel height, size and price). Finally, you can use the general search tool situated on the right-hand side of the website header.

How do you place an order on Fluchos.com?

Placing an order on our website is very quick and easy:

1. If you are already registered on Fluchos.com, you can access the “My account” section situated

2. Take a look at our catalogue and choose the model you like best. You can quickly find what you are looking for by browsing through the categories and subcategories that are found on the main menu or by using the search tool.

3.Once you find the model you like, choose the colour, size and quantity you want and add it to “my basket”. Once you have made your selection, you can continue shopping or complete the purchase.

4. When you have finished your shopping, in “My basket”, click on the "Process Order” button, where you can change the product details (colour, size, quantity) or remove them if you have changed your mind.

5. Enter your personal details, delivery details, choose the type of delivery you prefer and proceed to payment by choosing from the methods indicated.

6.  After checking that all the information is correct, confirm your order by clicking on “Complete purchase”.

7.  The system will redirect you to a secure payment gateway if you have chosen to pay by card, orto your PayPal account.

8. Once the order is complete, you will receive an email with the Order number that you will need in order to check its status.

9. When our warehouse dispatches your order, we will send you an email with the tracking number that you can use to track the order status online.

If you have any technical problems while you are browsing on fluchos.com or when you are placing an order, please contact our Customer Services Department by telephone on 941 89 92 33 or by using the contact form on the website.

What do I do if I forget my password?

If you have forgotten your password, you should go to “My account” at the top right-hand side of the website and click on “Have you forgotten your password?”, enter your email address and press the “Send” button. You will receive an email with the instructions you need to create a new password.

How do I make sure my order has been processed correctly?

When you complete the payment for the order, you will receive a confirmation email to notify you that we have received the order. We will also contact you if we require more information to dispatch the product or if there are any issues with the order. If you have not received the confirmation email for your order, we recommend you contact our customer services department.

Is my personal data kept confidential?

We can assure you that your personal data are kept confidential and safe, and we will not disclose them or sell them under any circumstances. In order to register, we need to know your name, your postal address and your email. 

Is it possible to cancel an order once it has been placed?

Unfortunately, once you have confirmed the order, it is automatically processed and cannot be cancelled. However, if you are not satisfied with your purchase, you can exercise your right of withdrawal within the 30 days from the date that the order is delivered.

How can I check the status of my order?

You can check the order status by accessing the order section. When the order status changes, you will receive an email to notify you of this.

The item I want is out of stock in my size, will it be restocked?

It is possible that the chosen size is out of stock. In this case, when selecting the size, you will see the button «is your size not available? We’ll notify you». By clicking on this button and entering your email address, you will receive a notification when the item becomes available again and when you can purchase it.

How do I choose the correct size?

The sizes of the products displayed on Fluchos.com are standard sizes. To find your size, we advise you to check the size guide which is present on each product page.

Can the delivery country for the order be different to the purchase country?

The delivery country must always match the purchase country.

Not receiving our emails?

One of the most common reasons is that email software is marking our messages as “spam” and is automatically storing them in the junk email folder. To prevent this from happening, add tiendaonline@fluchos.como your email contacts, that way you will avoid further problems in receiving our emails. If you have checked this and you are still not receiving our emails, make sure you entered the correct address when you created the account with us. You just need to log in to “My account” and check all your details. If you prefer, contactconsulta@fluchos.com and our Online Customer Services team will help you to resolve any queries.

Payments

Is it safe to place orders on Fluchos.com?

The online security of your personal data is extremely important to us, and we want to inform you that your data will be encrypted and stored in a safe place.

Are bank details provided stored at the time of making the purchase?

For greater security, Fluchos.com never has access to confidential details relating to payment methods. For this reason, bank details will be required for each new order you place in our online store.

How can I pay for my order?

We offer you several options which are 100% secure for you to pay for your order, and your data will not be recorded on any database. You will be able to make your payment by credit or debit card (Visa and Mastercard) or PayPal.

PSD2 regulation: In order to complete your purchase and for security reasons, your bank may ask you to verify your purchase in different ways (via SMS, a notification on your mobile phone or other methods). If in doubt, please contact your bank.

How do I use my discount code?

To apply a discount on the purchase by using a promo code, you need to follow these simple steps: select and add the products you want to your basket and click on “Buy Now". On the next page, you will find an order summary and you will see the section in which you can enter your discount voucher.

What should I do if payment for my order has been declined?

You can click on the “Try again” option, checking your card details again. You can also try to complete the purchase using another payment method. For more information about the reasons for a declined payment, please contact your bank.

Delivery

What are the delivery costs?

Delivery costs are free*. Likewise, we don’t charge delivery costs for returns.

Remember that, in order to exchange one product for another, you must first process the return and then place a new order at Fluchos.com

* *Choosing the express delivery option will incur a cost of €5.

Can I change the delivery address after placing the order?

For your security, once the order has been placed, we cannot change the delivery address. For that reason, we ask you to ensure that you provide an address where you will be present at the time of delivery. If you have entered an incorrect address, we advise you to contact our Customer Services team immediately or send an email to tiendaonline@fluchos.com

How long is the delivery period?

Orders are processed up until 12noon. Orders processed after that time will be dispatched the next day. Once the order has been processed, the delivery period is between 2 and 7* working days, depending on the destination country.

On Saturdays, Sundays and public holidays, there is no collection or delivery service, so this will need to be taken into account when calculating delivery dates.

* Excluding special periods, sales and offers.

What are the delivery methods?

To make your purchase on Fluchos.com quick and convenient, our carrier (UPS) will deliver it to the address you choose at the time you place the order. You will also have the option of choosing express delivery which has an additional cost of €5.

How can I receive a package at an address other than my home address?

You can only send to one address per order. If your order contains gifts or items that need to be sent to various places, you will need to place a separate order for each address.

Can I send items from the same order to different addresses?

You can only send to one address per order. If your order contains gifts or items that need to be sent to various places, you will need to place a separate order for each address.

How can I check the status of the order or delivery?

Once the order process is completed, you will receive an email with the order number. With this number, you can check the order status or use it as a reference if you need to contact us.

When our warehouse dispatches your order, we will send you an email with the tracking number that you can use to track the order status online. (Please remember that it may take 24 hours to be able to locate your package). If you have an Account, you can follow the status of your order in the “orders” section.

Note: Delivery times are calculated from the time the order is handed over to the courier service.

What countries do you deliver to?

Currently, we only ship orders to Germany, Austria, Belgium, Cyprus, Croatia, Bulgaria, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia Spain and Sweden.

Returns and Refunds

How do I process a return on Fluchos.com?

Requesting a return on Fluchos.com is very easy. You just need to follow the instructions below to request the total or partial return of your order:

    • Access your account on  www.fluchos.com  by logging in.

    • You can find a record of your orders in the “Orders and Returns” section.

• Go to the order and select the items you want to return.

• Next, state the reason for the return and click on the “Request a return” button.

• We will send you an email within 24-72 hours with the return label so you can take it to any UPS collection point.

If you can’t find the email, check your spam folder. If you still haven’t received it or you have any queries, contact our customer services team at  consulta@fluchos.com

What are the conditions for returning the order?

You have 30 days from the date of delivery. The item must be returned in the same condition as you received it, with all of the labels intact, in perfect condition, in its original packaging and it must not have been used or damaged. If you do not have the original packaging, you should replace it with packaging of similar dimensions and capacity. The return must be sent from the same country that the order was made in.

Please try the product as if you were in a shop and treat it with care, do not walk in them too much and do not remove the labels, accessories or seals.

Is there a cost for returns? 

Return of products purchased on Fluchos.com is free, provided that this is carried out within 30 calendar days from the date the order is received. Remember that you need to request the return of your purchase through your account on Fluchos.com

Is it possible to change the size or model of an order received?

If you want to make a change for any reason (size, colour, etc.), first you should carry out a return and then you can place a new order. You have 30 days from the date of delivery. The item must be returned in the same condition that you received it, with all the labels intact, in its original packaging and it must not have been used or damaged. If you do not have the original packaging, you should replace it with packaging of similar dimensions and capacity.

What should I do if I receive an incorrect item?

If, on any occasion, you receive an item you haven't ordered by mistake, contact our Customer Services team.

When will I receive the refund for the return of the online order?

Once we receive the goods, we will check the return and manage the refund within an estimated timeframe of 15 working days, counting from Monday to Friday, from receipt of the order in our warehouse. The refund will be made using the same payment method as your original purchase.

Can I track the return of my order?

We will send you an information email with the decision once we have processed the return.

How will I know the return has been concluded?

As soon as we receive the items and we have checked that they are in perfect condition, we will refund the total amount using the same payment method you used. This will be credited to your account in accordance with the conditions of your bank.

Has the order arrived damaged or have you had a problem with your order?

If your order has arrived damaged or you have found a problem regarding the quality of your order, contact us in writing at tiendaonline@fluchos.com with the order number, what has occurred and attach photographs of the damage.

Is it possible to cancel a return?

If once you have processed a return you decide to keep the goods, you can do so and you will not incur any additional costs. It will simply be enough for you not to take it to the UPS collection point.

As soon as the package is handed over, it will no longer be possible to cancel the returns process.

Subsequent return of various items from the same order

It is possible to return several items from the same order at different times, provided you do so within the 30 day period from the date of delivery of the order. 

Care of footwear

General tips

For maximum care of your pair of Fluchos, we advise you store them in their original box, in the shade, together with the items they come with when you buy them, in this way, you will avoid the shoe from losing its original shape.  In addition, the use of a shoehorn will prevent the shoe from deforming at the back and breaking the buttress of the shoe. 

If you use creams, brushes or other cleaning products, we recommend you don’t over-use them and that they are of the highest quality so they don't damage the leather. The chamois and brush that you use should be exclusively used for each colour, make sure you use one for black shoes and another for other colours

Nobuck

In order to clean nubuck shoes, you need to take notice of every last detail, bearing in mind that they can damage easily. The way you clean them will depend on the type of stain. Also, carrying out an everyday clean is not the same as a much deeper clean. 

For day-to-day cleaning, use a soft-bristle brush and gently remove the dust from the shoe, as a lot of dust will usually build up. For a deeper clean, the first thing you should do is remove the laces and brush the shoes against the grain in such a way that both the dust and dirt is removed from the surface. Once the first step is complete, clean them with a damp cloth, rubbing the shoes well using circular movements. Finally, dry the shoes in the shade. You should not, under any circumstances, put the shoes in the washing machine. 

Fabric shoes:

With shoes made from fabric, the best thing to use is neutral soap and rub them gently with a clean cloth. There is no need to soak them. You should not, under any circumstances, put the shoes in the washing machine. 

Leather:

To clean leather shoes, you should always use a dry cloth and rub until the dirt is removed. It is advisable to use colourless creams since coloured shoe polish can be harmful. For more complex stains, you can try using a PH neutral soap and rub with a clean cloth. Finally, dry the shoes in the shade. You should not, under any circumstances, put the shoes in the washing machine. 

Oiled and aged leather:

Our recommendation is to use the oil from the shoe itself and use a dry cloth to firmly rub the shoe until it returns to its original colour or sheen. 

Product added to wishlist