Question 1

How long does my order take to arrive?

Accepted Answer

In mainland Spain, usually between 8 and 14 business days. Balearics and Ceuta/Melilla, between 10 and 16 days; Canary Islands, between 12 and 19. You'll see the specific estimate at checkout and receive tracking as soon as your order ships.

Question 2

Is shipping free?

Accepted Answer

Standard shipping is free on orders over 30€. Below that amount a small fee applies, which you'll see at checkout before paying.

Question 3

Do you offer express shipping?

Accepted Answer

For now we work exclusively with Correos standard shipping; we don't offer express delivery. Your order's delivery estimate appears at checkout.

Question 4

Can I track my order?

Accepted Answer

Yes. When your order ships you receive a Correos tracking number. You can also check it at /tracking with your order number and email.

Question 5

How long do I have to return an item?

Accepted Answer

You have 30 days from delivery to request a return, provided the garment is unused and has its original tag.

Question 6

Are returns free?

Accepted Answer

Yes, returns are free. We send you a Correos label so you only have to drop the parcel off at your nearest office.

Question 7

How do I request a return?

Accepted Answer

Sign in to your account, open the order and click 'Request return'. State the reason and follow the instructions we'll email you.

Question 8

When do I get my refund?

Accepted Answer

Once the garment is received and checked, we process the refund to the same payment method. It usually takes 3 to 7 days to appear.

Question 9

How do I know which size to choose?

Accepted Answer

Check our Size Guide, with measurements in cm and inches for men's, women's and footwear. Each product also includes fit recommendations.

Question 10

Are the sizes true to size?

Accepted Answer

We validate every garment before publishing it. Most are true to size; if a garment runs large or small, we note it in its description.

Question 11

What should I do if I'm between two sizes?

Accepted Answer

As a general rule we recommend the larger size, especially for jackets and structured garments. The Size Guide details the exact measurements.

Question 12

Can I exchange the size?

Accepted Answer

Yes. Return the garment and place a new order in the correct size. Returns are free within 30 days.

Question 13

Which payment methods do you accept?

Accepted Answer

Credit/debit card, Apple Pay and Google Pay, all processed securely through Stripe.

Question 14

Is it safe to pay on the website?

Accepted Answer

Absolutely. We don't store card data: payment is handled by Stripe, a global leader in online payments, with end-to-end encryption.

Question 15

Can I pay in instalments?

Accepted Answer

We're integrating deferred payment options. When available, they'll appear automatically at checkout depending on the order amount.

Question 16

Does the price include VAT?

Accepted Answer

Yes, all prices shown include the applicable VAT. Your invoice will show the breakdown of the taxable base and the tax.

Question 17

Can I modify my order?

Accepted Answer

If your order hasn't shipped yet, contact us as soon as possible at info@orrento.es and we'll do our best to help.

Question 18

Can I cancel my order?

Accepted Answer

You can cancel while the order is 'In preparation' from your account. Once shipped, you'll need to process a return.

Question 19

Do I need an account to buy?

Accepted Answer

No, you can check out as a guest. Even so, creating an account lets you track your orders, save addresses and earn points.

Question 20

Will I receive order confirmation?

Accepted Answer

Yes, as soon as payment is confirmed you'll receive an email with your order summary and, later, another with shipping tracking.

Question 21

How do you select the garments?

Accepted Answer

Every garment goes through a validation process: we check materials, stitching and sizing before publishing it. We only sell what we'd wear ourselves.

Question 22

Are the materials good quality?

Accepted Answer

We work with selected premium materials. On each product page you'll find the composition and care recommendations.

Question 23

Will you restock a sold-out garment?

Accepted Answer

Some garments are restocked and others are limited editions. Write to us and we'll let you know if it becomes available again.

Question 24

How do I care for my garments?

Accepted Answer

Follow the instructions on the label and product page. On our blog you'll find care guides, such as how to maintain a leather jacket.

Question 25

How do I create an account?

Accepted Answer

You can register from the user menu or tick 'Create account' during checkout. You only need an email and a password.

Question 26

I forgot my password, what do I do?

Accepted Answer

On the login page click 'Forgot your password?' and enter your email to receive a reset link.

Question 27

How do I change my details?

Accepted Answer

From your account, in the 'Profile' section, you can update your personal details, addresses and password.

Question 28

How do I delete my account?

Accepted Answer

In 'Profile > Security' you can request the deletion of your account. We anonymise your data in compliance with the GDPR.

Question 29

Do you have a first-purchase discount?

Accepted Answer

Yes, new customers can enjoy a welcome discount. Subscribe to the newsletter to receive it.

Question 30

How does the volume discount work?

Accepted Answer

The more garments you add to the cart, the bigger the automatic discount: 2 garments 10%, 3 garments 15%, 4 garments 20% and 5 or more 25%.

Question 31

How do I apply a discount code?

Accepted Answer

At the payment step of checkout, enter your code in the 'Have a code?' field and click 'Apply'.

Question 32

Can I earn loyalty points?

Accepted Answer

Yes. For every euro spent you earn 1 point, plus bonuses for first purchase, reviews and newsletter. Redeem 100 points for 5€ off.

Frequently Asked Questions

Shipping

Returns

Sizes

Payments

Orders

Products

Account

Discounts