FAQs

Choose the model, size and colour, add it to your cart and go to checkout. Before you confirm, you will see the summary with the total price, the shipping costs if any and the delivery address. Check the email address and mobile number you give us: they are the ones we and the carrier will use to keep you informed.

Email us at info@biomecanics.com telling us which step you get stuck on and what message you see, or call us on (+34) 966 633 941, Monday to Friday, from 9:00 to 14:00. With that information we can resolve it sooner.

By credit or debit card (Visa, Mastercard and American Express) through Shopify Payments. You can also pay with Apple Pay, Google Pay, Shop Pay, PayPal or, if you prefer to pay later, with Klarna. On the payment screen you will see the options available for your country before you confirm anything. We do not accept bank transfer or cash on delivery.

It is almost always something to do with the payment method itself: a mistyped detail, an expired card or a spending limit set by your bank. Check your details and, if the error happens again, ask your bank and email us at info@biomecanics.com.

At the payment step, in the discount code field. Type it exactly as it is, without spaces, and click apply: you will see the discount reflected in the total before you confirm. Enter it at that point, because it cannot be added afterwards.

Once payment has been confirmed, the order goes into preparation and we cannot cancel or change it, nor can we guarantee a change of address. If you need something else, place a new order. This does not affect your right of withdrawal: once you receive the order, you have 14 calendar days (30 under our commercial policy) to return it.

The usual reasons are that the item has gone out of stock, that the billing details cannot be verified, that there is a pricing error on the product page or that our fraud prevention systems flag the order for review. If we cancel an order, we let you know and refund the full amount. Email us at info@biomecanics.com and we will tell you what happened with yours.

When there is stock in the central warehouse, yes. On the product page you can ask us to email you as soon as that size is available again.

Introduce el código único en el campo tarjeta regalo. 

El saldo se descuenta del total del pedido, incluidos los gastos de envío.

Si la compra supera el saldo, paga la diferencia con otro método de pago. Si gastas menos, conservarás el resto para otra compra con el mismo código.

In Spain, 2-3 working days with SEUR. In the rest of the European Union, 3-5 working days with UPS, depending on the destination. We prepare and ship orders Monday to Friday, so an order confirmed at the weekend or on a public holiday starts counting from the next working day.

In Spain, shipping is free on orders of €40 or more; below that amount, it costs €4.95. In the rest of the European Union, it is free on orders of €60 or more; below that, it costs €9.95.

SEUR in Spain and UPS in the rest of the European Union.

Yes. The carrier sends you an email, and in Spain an SMS as well, with the estimated delivery and the tracking link. Keep it to hand in case you need to contact us.

Deliveries are organised by the carrier and we cannot guarantee a specific time slot, nor that the driver will phone before delivering. That is why it is important to give us a correct mobile number.

The order will be left at a nearby carrier collection point so that you can collect it whenever it suits you. The carrier lets you know which one it is, and if nobody claims the order within 5 days, it is returned to sender and the return costs are charged.

Email us at info@biomecanics.com as soon as possible with your order number: if there is still time, we will correct it. If the order has already been shipped, we cannot guarantee it, and any extra charge the carrier applies for changing the address is at your expense.

First check the carrier's tracking link and your email, including the junk folder: there may be a delivery notice, or the parcel may be waiting at a collection point. Also check that the address on the order is correct. If it still does not turn up, email us at info@biomecanics.com with your order number and we will look into it with you.

Spain and 24 other countries of the European Union. You will find the full list on the Shipping page. We do not yet deliver outside the European Union.

Not for now. They are destinations with their own customs procedures, and we cannot yet offer you reasonable conditions. Email us at info@biomecanics.com and we will tell you where your nearest stockist is.

Your goods come with the delivery note (packing slip), which lists the items in the order. We issue the invoice if you ask us for it: email us at info@biomecanics.com stating who the invoice should be made out to, the order number and the email address where you would like to receive it.

30 calendar days from receiving your order. The first 14 are your statutory right of withdrawal; the rest is an extension we offer you, which neither replaces nor limits that right.

From your account: go to My Account, open My Orders, select the order and click “Request a return”. When we accept it, we send you a digital label (you print it or show it on your phone as a QR code) and you drop the parcel off at a SEUR point if you are in Spain, or at a UPS Access Point in the rest of the European Union. We do not collect it from your home. If you bought as a guest, email us at info@biomecanics.com with your order number or call us on (+34) 966 633 941 and we will arrange it with you. If you prefer, you can send it back by your own means, bearing the cost and risk of transport; what we cannot accept are carriage-forward shipments.

We do not offer direct exchanges in the online shop. Instead, place a new order with the size or model you need and arrange the return of the first one. The exchange is free: because there is a new order, we do not deduct the return cost. The new order is charged at the product's price at that time.

You can try the shoes on your child, as you would in a shop: that does not affect your right to return them. It is best to return them in their original box with everything that came inside (tags, paperwork and other items), and not to stick anything directly on the product box. If they come back used beyond that, showing outdoor wear, dirty or damaged, we will deduct the corresponding loss of value from the refund and explain how we have calculated it.

They help us identify your order and speed up the refund, but they are not a requirement for exercising your right. If you cannot provide them, email us at info@biomecanics.com and we will process the return all the same.

The direct cost of the return is €3.95 in Spain and €9.95 in the rest of the European Union, and it is deducted from the amount we refund you. It costs you nothing in three cases: when the product you received is not the one you ordered, when it has a manufacturing defect, and when you are returning it because you have placed a new order to change size or model.

Yes. If you withdraw from the purchase, we refund the shipping costs you paid, together with the price of the products. Only the return cost is deducted.

Within 14 calendar days at most from when you tell us you want to return the order, and to the same payment method you used for the purchase. We may wait until we receive the parcel or until you show us proof that you have sent it, whichever comes first.

If the refund is not in your account 14 calendar days after you told us about the return, email us at info@biomecanics.com and we will look into it. Please bear in mind that, once the refund has been issued, how long it takes to appear on your statement depends on your bank.

No. Purchases made in this online shop are returned through this same channel.

Yes, if the exchange is for the same model in another size. As we do not offer direct exchanges, the new order is charged at the product's price at that time; if the promotion has already ended, we refund you the difference when we process the return of the first one. If you order a different model, the new order is at the current price and, for the return of the first one, we refund what you paid, with its discount already applied.

Exactly what you paid, with the discount already applied. Single-use coupons are treated as redeemed and are not reactivated. If you return only part of the order and, as a result, the conditions of a promotion are no longer met, we recalculate the discount on what you keep.

We are liable for any lack of conformity for 3 years from delivery. If you notice a manufacturing defect, email us at info@biomecanics.com with your order number and photos of what you see, and our Quality experts will review the case.

If you bought them from a multi-brand shop or another website, the legal guarantee is the responsibility of the retailer where you made the purchase, not of the manufacturer. Take the product and your proof of purchase to that retailer: if it sees fit, it can contact the Quality team at Grupo Garvalín to review the footwear and find the best solution. From here we can only handle issues with orders placed on biomecanics.com.

Accede a tu cuenta y solicita la devolución del producto/s que quieras

Recibirás el importe íntegro en tu tarjeta regalo para que puedas reutilizarlo cuando quieras

Si quieres un cambio, espera a recibir el dinero en tu tarjeta y haz una nueva compra usando el código único. Si la nueva compra tiene un importe inferior, el importe restante seguirá disponible en tu tarjeta. 

El dinero siempre será reembolsado en la tarjeta regalo

Si eres el comprador de la tarjeta tienes 30 días para solicitar la devolución siempre que no se haya utilizado el saldo. El importe se reembolsará en tu método de pago

Si eres el destinatario de la tarjeta tienes 30 días para devoluciones desde tu fecha de confirmación de pedido y el importe se reembolsará en la tarjeta regalo. Nunca en otro método de pago

Measure their bare foot while they stand with their weight on it, and compare the measurement in centimetres with our size guide: there you will see which size it corresponds to. If you are unsure between two, email us at info@biomecanics.com and we will help you.

It is not advisable. Every foot has its own shape and its own way of stepping, and a shoe that has already been worn has adapted to the step of the person who wore it. Reusing footwear is not recommended for a growing foot.

It depends on the material. On the Shoe care page we explain how to treat each one; as a general rule, brush dry, clean with a damp cloth and leave to air-dry, away from direct heat sources.

Not in the online shop for now. If you need a replacement pair, go to a specialist shop: they can advise you according to your child's foot.

The colour I received is not the same as in the photo.

We try to make the images as true to life as possible, but the shade may vary slightly depending on the screen and the lighting. If you think what you received does not match what you bought, email us at info@biomecanics.com and we will look into it.

They are designed and developed at our headquarters in Elche (Alicante) and manufactured at various production centres, always under the supervision of our teams. We check the process at source and inspect the product again when it reaches our warehouse, and we require every centre to respect human rights.

They show what each part of the shoe is made of: the upper, the lining and insole, and the sole. Each symbol corresponds to a type of material (leather, coated leather, textile or other materials), and their use is required by regulation.

No. Payment is processed in the gateway's secure environment and we have no access to your card details. That is why you are asked for them again with each purchase.

We use it to process your order and to assist you. The Privacy Policy sets out the details and how to exercise your rights of access, rectification and erasure; to exercise them, email us at info@biomecanics.com.

Email us at info@biomecanics.com, call us on (+34) 966 633 941 or send us a WhatsApp message on (+34) 610 843 398. We are available Monday to Friday, from 9:00 to 14:00, and we answer emails in the order they arrive.