FAQ's
Below we give you answers to the most common questions, from the purchase process to the after-sales service. If after consulting our Frequently Asked Questions you have not found what you need, you can contact us. Remember that we will assist you from Monday to Friday (holidays not included) all emails are answered in strict order of entry.
CONTACT
How can I contact you?
The easiest way is to send an email, we explain the different options depending on what you need from us
Commercial/B2B information: if you want to sell our products in your business or if you are already a B2B customer
- info@garvalin.com
- Phone: (+34) 966 655 023
Online store: For questions related to our online store, add us to your favorite contacts!
- email:hello@biomecanics.com
- Phone: (+34) 966 633 941 | Hours Mon-Fri 09:00 a.m. to 02:00 p.m.
Online returns: to manage the collection of products in the return process
- email:revolution@biomecanics.com
BUY
How do I place an order?
Making purchases in our online store is very, very simple. Follow the steps that we show you HERE.
Do I need to register at tienda.garvalin.com to make purchases?
You can make your purchases as a guest or with your customer account, we always recommend creating an account to be able to enjoy all its advantages.
I have problems making a purchase, what can I do?
If you have any problem while shopping in our online store, send us an email to hello@biomecanics.com and we will help you with everything you need. Please explain in detail the type of problem so that we can give you the best solution.
How do I know what size my child wears?
You can see our table of equivalences in centimeters by clicking HERE .
Do you replace out of stock sizes?
If an item is out of stock, we will try to replace it as soon as possible as long as there is stock in our central warehouse. If you want, you can click on "Can't find your size?" to be notified when it becomes available again.
Can I modify or cancel my order?
- Once payment is confirmed, we CANNOT cancel or modify purchases
- We cannot guarantee changes in the shipping address once the order has been generated
- It is not possible to add an item to your order once it has been confirmed. You will have to make a new purchase
Can I choose the delivery time of my purchase?
The agency organizes deliveries on a daily basis and we cannot guarantee that the requested times will be met. In these cases, our recommendation is that you select a Seur pinckup point so that you can pick up your order when it suits you best
I have a coupon, how do I use it?
You can redeem your coupon when confirming your order. Enter the code exactly as it appears to you, without adding any spaces. You can do it manually or by copying and pasting it into the "Coupons" field. Once the code has been entered, select "Apply" to redeem it. Here you can see the value of the discount and the total cost of the order after applying the promotion code. Make sure you enter your code at this step, as you won't be able to enter it later.
Why was my order cancelled?
It can happen for different reasons. We recommend you contact hello@biomecanics.com so that we can give you all the data. Below you can see some of the cases:
The product is not available in stock
- Billing information is incorrect or unverifiable
- The order is marked by our security systems as an order susceptible to fraud
- There is an error in the price shown in our online store
Buy safely on the Internet
See all the info by clicking HERE
PAYMENTS
How can I pay for my purchases?
In our online store we accept payment with the main credit and debit cards and you can also pay through Paypal. You can expand the information on payment methods HERE.
Is bank information saved?
To respect your security, biomecanics.com never has access to confidential information regarding payment methods. For this reason, bank details will be required for each new order you make in our online store.
I get an error when making the payment, why?
- Some of the data entered may be incorrect. Check that you have filled in all the fields correctly.
- Expiration date: check that your card does not exceed the validity date.
- Do you have a limit on your card? Ask your bank if the card has exceeded the amount allowed to make purchases.
- In order to avoid fraud in our online store, you cannot make purchases for an amount greater than €180. If your order exceeds this price, please split the purchase. If you want, you can send us an email with your order numbers requesting that they be shipped together.
Important notice!
As a measure to guarantee a secure payment and with the aim of collaborating in the prevention of fraud through the Internet, at GARVALIN CALZADOS SL we reserve the right to verify the personal data provided by the client and adopt the measures that we deem appropriate (including the cancellation of the order) so that the merchandise purchased is delivered in accordance with the data that appears in the order.
SHIPMENTS
Do my purchases in store.garvalin.com have shipping costs?
Shipping costs are FREE on purchases over €60. If you want to know more about shipping, transport and delivery click HERE
- Any lower amount will have a shipping cost of €3.95 for Spain). Please, if shipping costs are added even exceeding this amount, delete the browsing history of your internet browser and start the purchase process again, surely the system has geolocated you by mistake at an international point.
What is the delivery time?
You can see the delivery times by clickingHERE
Important
- Shipping/delivery times may be altered in special periods due to saturation (promotions, sales or health reasons)
Can I choose the delivery time?
Although we would love it if you could choose the schedule, this option is not possible. You can leave a comment with your preferences but we cannot guarantee that the transport agency will make the delivery at the times you indicate. If you have a complicated schedule or do not want to be aware of the courier, the ideal is that you select a Seur point to leave the package so you can pick it up when it suits you best
Will the transport agency call me before making the delivery?
You will receive an email with the delivery information but we cannot guarantee that they will call you before going to your address. It is important that you check your email and provide a contact mobile phone
I had an error when indicating the delivery address, what can I do?
If you have made a mistake in any information, contact us or Seur as soon as possible to see the possible solutions. Remember that changes of address can add extra costs that will be assumed by the client. It is very, very, very important to review all the information you provide us before confirming the purchase
Can I change the delivery address once the purchase is confirmed?
You can tell us the new address but we do not guarantee that the change can be made. Remember that changes of address may add extra costs that will be assumed by the client
Can I track my shipment?
Sure! You can find out where the shipment is with the order reference on the Seur tracking page: click HERE
Why hasn't my order arrived yet?
Whenever your order does not arrive on the expected day, we will be here to help you. So that we can offer you a quick solution, please check the following points before contacting us:
- You can track your shipment with Seur HERE
- Check your confirmation email to check the status of your package. You can do it through the tracking link included in the email.
- Enter your account to verify that the delivery address and your personal data are correct.
- Check if you have received any warning email from the courier company. Your package may be in their warehouse waiting for a new delivery attempt to be agreed.
- There are towns that do not have a daily delivery, in these cases Seur will try to deliver it as soon as possible, but the term may be longer than 24/48 working hours.
- If you still haven't located it, write us an email to hello@biomecanics.com and tell us the reference of your order and your registration email address so that we can help you as soon as possible
- During special periods (Black Friday, Thursdays, Cyber Monday, Sales...) delivery times may be affected (Thank you very much for your patience!)
We do not ship to the Canary Islands, Ceuta and Melilla
CHANGES AND RETURNS
How do I make an exchange or return?
Click HERE to know the step by step of our exchange/refund process .
Remember that in our online store we do not make direct changes. If you want to make a change in size and/or model, you will have to make a new purchase and manage the return of your first order. All the info HERE.
Under what conditions do I have to return the order?
- The product you want to return must be in perfect condition without having been used or tampered with. That is, it must be in the same conditions in which it was delivered: keeping both its original box and all its initial content (labels, papers and/or other elements it contains)
- We will not accept returns in broken or damaged boxes and/or that contain any glued element.
- Enbiomecanics.com reserves the right to refuse any return, in any case in which the guidelines set forth above are not met.
Does my return have expenses?
In our online store we differentiate between returns for changing size and/or model (totally free) and returns (cost €2.95). Below we explain everything you need to know to choose the option you prefer.
To make a change you will have to manage a return of your purchase and place a new order with the model and/or size you need
- Returns due to change of size and/or model: if when we receive the products that you return to us, we verify that there is a subsequent purchase, it will be considered a return due to change. In this case, the process is free.
- Refunds: if when managing the refund we verify that there is no new purchase made with the same user, we will refund the amount discounting €3.95 based on return costs
Returns are free in the following cases:
- When the return is made due to a change in size and/or model
- If the product received is not the correct one
- If the product received shows a manufacturing fault
Expand this information HERE.
Is the delivery of the new order and the collection made at the same time?
This depends on Seur, they are parallel processes so they can be carried out at different times and by different distributors. The new purchase will be managed in the usual terms and the collection is carried out in parallel. You will receive a confirmation email of your new purchase and another with the collection data.
Are the discounted PVP maintained in the changes?
In exchanges of products purchased with special discounts (sales/Black Days) once the promotion has ended, the reduced PVP will be respected provided that the exchange is made for the same model in a different size/color combination .
Refunds will never be made for exchange keeping the PVP reduced if the new purchase is of a different reference.
Seur has not picked up the return package
Sometimes there may be incidents with collections. In these cases, it is important that you follow up on the Seur page to know the status of the collection. If you need us to help you, it will be essential that you indicate the location of your collection
I want you to call me before making the collection, is it possible?
The carrier has no obligation to call in advance to make the collection.
When will I receive the amount of my refund?
The term to make the refund is 15 working days from the time we receive the product at our facilities. This duration can be modified at specific times and special dates in which the workload is altered. We thank you in advance for your patience and understanding in these situations and we will be happy to assist you if you have any questions.
How will I know that the return of my order has been made correctly?
If 10 business days have passed since we received your order at our facilities you do not have the payment in your account, contact us to check the status of the return. Once we have made the refund of the amount, the term for it to be made effective in your account will depend on your bank.
Can I return my online purchases in a store?
No. Purchases made in our online store will have to be returned through it and not in physical stores.
POINTS OF SALE
Have you bought in our online store?
If you have purchased from our online store and want to solve a problem with your products, you should contact our Customer Service team at info@biomecanics. Through this channel we will process your case and resolve the incident in the most comfortable way for you, analyzing the problem and always trying to offer the best solution.
Have you bought in a multi-brand store?
If you have bought your child's shoes at a multi-brand point of sale and you have detected a quality issue, you must go with the product and proof of purchase to the store where you bought it. From the business responsible for the sale, if they cannot offer an immediate solution, and they consider it appropriate, they can contact the department in charge of supporting the multi-brand sales network so that the Grupo Garvalín Quality team can check the status of the footwear. and determine the best solution for the customer. This procedure should always be started from the point of sale if they consider it so.
Have you bought from a Marketplace or another online store?
If you have purchased your products through an online channel other than www.tienda.garvalin.com and you have detected a problem with your order, you must contact the point of sale that managed the shipment of your products to process any incident.
At Grupo Garvalín, as footwear manufacturers, we have a department that supports businesses that work with our products in the event that they present a manufacturing defect. Points of sale can contact us to provide a solution to their customers. Any process or claim must be managed through the point of sale, which will act as an intermediary with Grupo Garvalín.
PRODUCT
How can I clean your products?
If you want, you can see our advice on SHOE CLEANING by clicking here.
I want to change the insoles of my little one's shoes, do you sell replacement insoles?
At the moment, in our online store we do not have templates for sale. Our recommendation is that you go to a specialized establishment and acquire a replacement pair, there they will advise and advise you.
The color that I received is not exact to that of the photograph that appears in your online store
We always try to make the color that appears in the images as accurate as possible, but depending on the screen, light and other factors, the actual tone may vary a little from what appears in our online store.
Is it recommended that little ones wear "legacy" shoes?
We know that feet grow very quickly and that sometimes, even with "new" Biomechanics, you have to change the size. Many of you ask us if shoes can be "inherited" between siblings or friends, but this is not advisable. Each person has their own footprint and way of stepping. If we pass a shoe from one child to another, it will have a foot shape that does not have to match and this will be harmful.
----- THURSDAY/BLACK FRIDAY/CIBER MONDAY SPECIAL -----
DEADLINES FOR PREPARATION/SHIPMENT/DELIVERY
What are the preparation/shipping/delivery times?
Both we and the transport company are going to do everything on our part to make the process as fast as possible, but remember that these are dates of high saturation for that reason, we appreciate your patience in case of delays Thank you, thank you and thanks for your understanding!
- Preparation and shipping: 24/48 working hours
- Delivery: Approx. 72 working hours
- You can see the status of your delivery with the order referenceHERE
What happens if they cannot deliver the order?
- If there is no one at the address, the shipment will be left at the nearest Seur point
- Contact Seur to expand the information of your delivery: 607 015 322
RETURNS
Can I make returns or exchange returns?
Yes, you can make returns and returns for changes following the usual steps. InstructionsHERE
Is the PVP of the promotion maintained in returns for exchange?
The discount will be respected as long as the return for exchange is made for the same model in a different size and/or combination
The size I need is not available to make a return for change
We are very sorry, but we cannot guarantee the availability of sizes. In this case you can choose another model or process the return without change. Return instructions HERE
When making the new purchase the price is no longer in promotion. What do I do?
It's okay! If during the days of the promotion you make purchases in our online store and later you need to process a return for an exchange, follow these steps:
- Make the new purchase with the PVP that appears on the web
- Process the collection of the products you need to return at devolution@biomecanics.com
- When we receive the products you return to us in our warehouse, we will make your refund taking into account the discount of the promotion IMPORTANT: only for returns due to change of size of the same model/combination
Is the discount maintained if I choose a different reference for the new purchase?
In this case we will not be able to keep the promotion discount. Remember, the discount applies only to returns for exchange of the same model and/or combination
Can I make the return in a physical store?
All returns or returns for changes of orders made in our official online store must be made following the instructions that you can see HERE