- Shopping guide
- Can I return a product after having purchased it?
Yes. All articles can be returned (except for party handbags, swimming garments and earrings), as long as they have not be used and are in perfect condition, with their corresponding receipt/invoice and the original packaging. We will refund you the price of the item in the same way that you paid for it once we receive it. The return will be free of charge. Follow the return instructions that came with your order. - How can I return an item I bought online?
The easiest way to return an item is in one of our Uterqüe stores (as long as it is in the same country where the purchase was made). Unused items must be in perfect condition and be accompanied by their corresponding receipt. If you prefer us to collect it from your home, you can request a home return on the website, in the "My account" section. After checking all the details, we will send a transport company to collect your package. The transport company will contact you to arrange collection. - Can I return an item to a Uterqüe establishment?
Yes, if it is a store in the same country of delivery as your online purchase. We will refund the price in the same way that you paid for it. You must take the item you wish to return and the receipt attached to the order, or the invoice that may be printed from the website. If it is a gift, you must take into account that the refund is made to the purchaser's bank card. - What is the period for returning an item?
The period for any return is 30 days from the date of shipping confirmation of your order. - Must I pay anything for my return?
Returns are free of charge. - How will my money be returned?
Once the return has been approved, you will receive the price of the same in the same way that you made your purchase. - When will I receive the money of my return?
After approving the return (unused items must be in perfect condition and have all internal labels), you will receive a confirmation e-mail indicating the amount to the credited to your account. Payments to a credit card will always depend on your bank. - What should I do if the amount of my return is incorrect?
Contact our Customer Care department We will resolve the problem as soon as possible. - Uterque.com reserves the right to refuse returns that have been notified or sent outside of the set period, or items that are not in the same condition in which they were received.
- *Check the specific conditions that apply to changes and returns in purchasing conditions. .
- In which countries can I buy online?
You can purchase from Uterqüe online in Spain, Portugal, France, UK, Germany, Switzerland, Belgium, the Netherlands and Austria.
You can change the delivery country here. - How many languages can I browse in?
You can browse the Uterqüe website in Spanish, English, French, German and Portuguese.
You can change the navigation language at the bottom of the website. - Are the prices in the online store and my usual Uterqüe store the same?
The prices in the online store are exactly the same as in your usual store. Should there be any difference between the prices on the website and those marked on the clothing labels, the correct price will always be the label price. The sales period and prices shall be the same both on the website and in stores.
The prices include the VAT of the destination country. - Are items marked as "sold out" restocked?
All items are restocked in the shortest period possible or they are removed from the website. - Will I receive the same product I see in the photo?
The photos are high quality in order to reflect the detail of each of the products. You may find differences in those products in which the raw material itself and its manufacturing process influence the final results, such as handcrafted products . - Is it possible to receive regular information in my e-mail with Uterqüe's latest news and offers?
To always be up-to-day, uterque.com users can subscribe to a regular newsletter with information on offers and news You can subscribe in the Newsletter section - Can I unsubscribe from the Uterqüe newsletter?
All the e-mails you receive from Uterqüe have a link to cancel your subscription immediately. - What is the Uterqüe online store Privacy Policy?
All the information is available at this link: privacy policy. - How can I recover my forgotten password?
If you have forgotten your password, you can recover it in the Log-in section. You will receive an e-mail with your new password. - Does uterque.com have Customer Service?
Yes, you can contact us through the contact form or by calling our Customer Service helpline. - What information can I consult with the Customer Service?
You can resolve doubts about products, orders, payment, returns and other incidents. - Can I delete an item from my order?
Yes. You can delete the unwanted items from the shopping bag provided that the order has not been processed. - Is it possible to cancel an order?
Yes, as long as the order has not entered the packaging and shipping process. You can request cancellation through the contact form or by calling our Customer Service helpline. - What happens if an item from my order is damaged on arrival?
uterque.com only sells items in perfect condition, therefore if under exceptional circumstances you receive a garment with any production fault, please contact our customer service department. If possible, we will replace it as soon as possible free of charge. To solve this use the contact form or call us on our Customer Service helpline. - What should I do if I receive an item I didn't order?
If you ever receive an article that you didn't order by mistake, please contact our Customer Service department. - Can I change my items?
Items bought at uterque.com can be changed for another size or colour in one of our Uterqüe stores as long as they have not been used, are in perfect condition, we have stock in store and they still have the same price they had at the time of purchase. If you want to change an item from your home, you must request a return and make another online purchase. Should there be no Uterqüe stores in your country, you must request a return and make another online purchase. - What is the period for making changes?
The period for making changes is 30 days from the date of shipping confirmation of your order. - Can I change my items at any Uterqüe store?
Yes, as long as it is in the same country that you made the purchase. -
How long is the guarantee period on Uterqüe watches?
Our watches are guaranteed for two years from the date of purchase. The guarantee only covers certain components of the watch, so please read the warranty booklet supplied with each purchase. -
What should I do if there is a fault with my watch?
Take the watch to any Uterqüe store; if you bought your watch online and you live in a country where there are no Uterqüe stores, please contact our call centre. Your watch will be repaired within 30 days of being delivered to the store. Please note that in order to validate the warranty you must deliver your watch together with the warranty booklet, duly filled in and stamped (or with a copy of the corresponding invoice or receipt). -
How are Uterqüe watches presented?
Our watches are presented in attractive packaging of the same high-quality you can expect of all the items sold by Uterqüe.
- Must I register to purchase?
Yes, registration is necessary. Once you have registered, you can enter to purchase and to change your personal details. - How can I find a specific item?
Products are classified into 4 categories (Handbags, Footwear, Accessories, Ready to Wear) and each category into several subcategories.
Enter the subcategory you are interested in using the top menu and you can view its products.
You can also use the search engine located at the top to find items. - How do I add an item to the basket?
Once you have chosen an item, its colour (where appropriate) and size (where appropriate), click on the "Add to basket" button for this to be included in your order. - Can I delete an item from my shopping bag?
Yes. You can delete unwanted items from the shopping bag provided that the order has not been processed. - What steps must I take to place an order?
- Go to you shopping bag by clicking on the "See basket" button located in the top right-hand corner of the page.
You can also access your basket by clicking on the "Process order" button that appears on the product detail pages after clicking on the "Add to basket" button. - Enter your personal data, the billing address and the delivery address. If it is the first time you are making a purchase, you must create a user account and accept the Privacy Policy. Click on the "Continue" button.
- Enter your credit card details. Click on the "Authorise payment" button.
- The confirmation screen gives you the option of printing the details of your order by clicking on the "Print" button. You will also receive an e-mail with confirmation of your order.
- Go to you shopping bag by clicking on the "See basket" button located in the top right-hand corner of the page.
- Do I have access to my invoice?
Yes. You can access your invoice in the Orders placed section of your account as soon as the parcel is in the hands of the transport company. - How can I be sure that I have made my purchase correctly?
Once you have placed your order you will receive an e-mail confirming receipt of your order. If you do not receive this e-mail, please contact our Customer Service department.
- What method of payment can I use to make my purchase?
- Credit cards : VISA, Mastercard, American Express, Affinity Card.
- Debit card : Visa Electron.
- PayPal.
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Is purchasing on uterque.com secure?
Yes. You can purchase with full peace of mind as we take great efforts to provide resources to guarantee the security of your purchases and of your data. Data are transferred in SSL encrypted mode. To pay with Visa or Mastercard only SEC (Secure E-commerce) transactions will be accepted. After verifying that the card is part of the SEC system, the system will contact the issuing bank for the purchaser to authorise the purchase. When the bank confirms authenticity, the charge will be made on the card. Otherwise the order will be cancelled. - For what reasons may my credit card be rejected?
The details we request for payment must coincide with those on your card. A simple typing error may result in the rejection of the operation, therefore we ask that you fill out the payment form with care. You may also have exceeded your credit limit or the card may have expired.
Check with your bank for any doubts related to your card as a method of payment. - Can I get an invoice in my company name?
Yes. In the shopping bag you can indicate if the purchase is being made by an individual or a company. In the second case you will be asked for tax details. - Can I request Tax Free?
No, Tax Free is not possible, it only applies to products bought in-store and transported by the purchaser.
- Where can I receive my order?
You can receive it at the address of your choice (at home, work, etc., we do not ship to P.O. Boxes) or in the Uterqüe store of your choice in your country. - Can the country of delivery be different to the country of purchase?
No. Each country has its online store with its own products, prices and shipping costs, which may vary. When you enter the website for the first time, you choose the country where you want to send the purchase.
You can change the country of delivery on this page. - How long will it take for my order to arrive?
Delivery times depend on the type of delivery selected.
Deliveries to stores take between 3 and 5 working days.
Standard home deliveries take between 2 and 3 working days, for Ceuta and Melilla between 3 and 5 working days
Express home deliveries take between 1 and 2 working days. - How much must I pay for shipping?
For delivery to stores shipment is free.
Standard delivery costs €3.95.
Express delivery costs €5.95. - Are the delivery conditions the same during the sales?
During the sales, delivery times may be longer. At the beginning of the sales, delivery to stores is suspended. All orders made during this period will be home deliveries. - Can I track my order?
Yes, in the Orders placed section of your account you can see the status of your orders and there is a link to see the exact location of the orders once they are managed by the transport company.
You will also receive an e-mail with a link to track the package as soon as the order is ready for shipment. - What is the process for home deliveries?
If you have chosen home delivery, we will send you an e-mail confirming shipment (when you order is about to leave the warehouse), another with a tracking number (with a link to the courier website) and finally the transport company will contact you by SMS or e-mail to inform you of the delivery of your order. - What is the process for store deliveries?
If you have chosen store delivery, we will notify you by email when your package(s) arrive and you will have 15 days to collect it/them. The person who collects the package must present the order number and their ID card.
- Can I return a product after having purchased it?
Yes. All articles can be returned (except for party handbags, swimming garments and earrings), as long as they have not be used and are in perfect condition, with their corresponding receipt/invoice and the original packaging. We will refund you the price of the item in the same way that you paid for it once we receive it. The return will be free of charge. Follow the return instructions that came with your order. - How can I return an item I bought online?
The easiest way to return an item is in one of our Uterqüe stores (as long as it is in the same country where the purchase was made). Unused items must be in perfect condition and be accompanied by their corresponding receipt. If you prefer us to collect it from your home, you can request a home return on the website, in the "My account" section. After checking all the details, we will send a transport company to collect your package. The transport company will contact you to arrange collection. - Can I return an item to a Uterqüe establishment?
Yes, if it is a store in the same country of delivery as your online purchase. We will refund the price in the same way that you paid for it. You must take the item you wish to return and the receipt attached to the order, or the invoice that may be printed from the website. If it is a gift, you must take into account that the refund is made to the purchaser's bank card. - What is the period for returning an item?
The period for any return is 30 days from the date of shipping confirmation of your order. - Must I pay anything for my return?
Returns are free of charge. - How will my money be returned?
Once the return has been approved, you will receive the price of the same in the same way that you made your purchase. - When will I receive the money of my return?
After approving the return (unused items must be in perfect condition and have all internal labels), you will receive a confirmation e-mail indicating the amount to the credited to your account. Payments to a credit card will always depend on your bank. - What should I do if the amount of my return is incorrect?
Contact our Customer Care department We will resolve the problem as soon as possible. - Uterque.com reserves the right to refuse returns that have been notified or sent outside of the set period, or items that are not in the same condition in which they were received.
- *Check the specific conditions that apply to changes and returns in purchasing conditions. .
- What Internet browsers should I use to view the Uterqüe website correctly?
The Uterqüe website is optimised to be viewed with Microsoft Internet Explorer 7 or superior, Mozilla Firefox 3.5 or superior, Google Chrome 6 or superior and Safari 5 or superior.
You can install the latest versions of each browser from the following links:
- What screen resolution do I need?
1.024 x 768 or above.