Frequently Asked Questions

Clear and transparent information to support you before, during, and after your purchase.

My order Shipping & Returns Cleaning and care Sizes Payments Tips for premieres

Information about my order

6 questions

We'll tell you what the statuses are on our website so you can have more information about the status of your order; you can always see it in My Account / Orders

You'll see that on our own page there are two types of statuses, depending on whether we're talking about payment or order preparation. We describe each of the phases you may encounter, according to the most usual order.

ORDER PREPARATION STATUS (information section My Account)

→ Not started

We have received your order and it has been processed correctly.
It is now awaiting transfer to our logistics warehouse.

→ Pending

Your order has been processed in our warehouse and they are already working to get it out as soon as possible.

→ Completed

The order preparation has been completed by the logistics warehouse and your order has been shipped. You will receive an email from BigBlue with your order tracking information.

PAYMENT STATUS (information section My Account)

→ Paid

It's obvious... right?

→ Partially refunded

If you have returned some products and kept others, this status will appear when we have processed the return.

→ Refunded

If you have returned the complete order or canceled it, the refunded status will appear once the refund has been processed from Shopify Payments.

In addition, you can see the shipping status on the order tracking page provided by Bigblue, our logistics warehouse. You can access it from your order confirmation email.

Every time your shipping status changes, you will also receive an email notification with a link so you can track it.

SHIPPING STATUS (information Order tracking page)

→ Your order is being prepared

Our warehouse has received your order and is working its magic to get it to you soon.

→ Your order is on its way

The courier company has your order and it is on its way to the address you provided when placing it.

This email will tell you which logistics company will deliver it and the tracking number, with a link to the carrier's website.

→ Your order has been delivered

You already have your fierce ones!

→ Your order could not be delivered

The shipping company tried to deliver your order, but was unable to due to various reasons (no one was at the address, there was an error in the information...). The tracking email itself will indicate the reason.

→ The return is confirmed

Our warehouse has received your return request, and you can complete it by handing in your package and showing the attached label.

→ Your return has arrived

The return has been received at our warehouse. Now we just need to check the shoes, and, if everything is correct, we will issue your refund within 7-10 days.

⚠️ It is possible that sometimes your order may not update in real time and it may take a few hours for the status to change. We ask for a little patience.

You have 30 minutes from the time you place your order to verify that everything is correct (fierce, data, address...).

The procedure is very simple:

1. Access your customer area from this link to My account or by clicking on the "My account" icon at the top of the website if you are browsing from a computer.

You will find it at the bottom of the hamburger menu if you are browsing from your mobile.

2. You will see a list of the orders you have placed.

Here you can "Cancel your order" within 30 minutes of placing it.

Remember that if an order is already being prepared, or has already been Refunded, Canceled or Shipped, it cannot be modified.

Click on "Cancel order".

3. We will cancel the entire order and refund the full amount using the same payment method you used.

If you are not receiving our emails, it may be due to one of two reasons:

1. You may not have correctly saved your email address at the time of purchase or in your user account. Please check it in the My Account – Addresses section.

2. It is possible that the emails we send you from zapato FEROZ are being marked as 'spam' and blocked by your email provider, being sent to your 'Junk Mail' folder.

To solve this, add our email address: hola@zapatoferoz.es to your contacts.

If everything seems correct but you are still not receiving emails from zapato FEROZ, please contact us through the Contact Form so that we can resolve your issue as soon as possible.

You can use your discount code on the CHECKOUT page. Add the coupon to the "Gift card or discount coupon" field and click APPLY for it to be applied correctly.

If you have any questions, please write to us through the contact form and we will help you right away.

For orders in Spain, you can choose between different shipping types:

- Shipping 3-4 business days: €5

- Pick up at post office: €5

If your order is over €90, you will enjoy free shipping in Spain.

We do not ship to Ceuta, Melilla or the Canary Islands.

For orders to Portugal, shipping costs are €7. We do not ship to the islands of Portugal.

For orders to Europe, shipping costs are €10.

We do not currently have a reservation system in place, although for most products you can indicate that you "Would have liked to get it" by clicking the button and leaving us your email. We will notify you as soon as we have units available for sale again.

We recommend that you periodically check the season information page to see if we have published future stock replenishments.

We will also inform you about future replenishments through our newsletter and social media.

Shipping & Returns

12 questions

You can change your shipping address within 30 minutes of placing your order.

You can do so from the order confirmation page (by clicking on edit shipping address).

Or from your order confirmation page, under update address.

Once you have made this change, please check that the shipping address for your order has been correctly modified in MY ACCOUNT-ORDERS.

You can receive any order at almost any address. You just need to select the SHIP TO A DIFFERENT ADDRESS option on the Checkout page and fill in your delivery address information.

If you need help regarding this change of address, please write to us using the contact form.

National orders have an estimated delivery time of 2 to 3 business days from the time we have received them. If you place your order before 12:00 PM (Spanish Peninsular time), it is considered a business day and therefore the first business day. If it is after this time, the first business day is the next business day.

For orders with the option of picking up at post offices, the estimated time is 2 to 3 business days.

Orders with free shipping to peninsular Spain have an estimated time of 2 to 3 business days.

If you have questions about the status of your shipment, you can check it on the order tracking page.

Although we strive to get your order to you as soon as possible, at certain times such as new product launches when there are many orders, or on specific dates when courier companies are very busy, these deadlines may be delayed slightly.

If the established delivery period has passed and you have not received any package or email informing you of any problem, please write to us through the contact form and we will help you immediately.

Currently, we ship throughout Spain, excluding the Canary Islands, Ceuta, and Melilla.

We have thought of all the moms who are outside our borders for one reason or another and we also ship to most European countries. You just have to fill in the shipping details with an address in any of these countries:

Austria
Belgium
Croatia
Czech Republic
Denmark
Estonia
Finland
France (excluding islands)
Germany
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Netherlands
Poland
Portugal (excluding islands)
Romania
Slovakia
Slovenia
Sweden

The shipping cost is €10 instead of the €5 for shipments within Spain, or €7 if the shipment is to Portugal.

The prices shown on the website include the corresponding Spanish VAT. In the case of international shipments, once the billing address is completed, taxes will be recalculated based on the destination country.

You can return a pack of socks as long as it is in the same condition in which you received it, that is, together and protected by the cardboard that unites and protects them.

For health and hygiene reasons, returns of socks are not accepted when the wrapping, packaging or seal protecting the product has been opened, with the exception of those that are defective (in which case, you must contact us through the contact form so that we can assess it and give you an appropriate response)

Of course you can, in addition to being more convenient for you, we help the planet with fewer shipments and packaging. You must request the return through our exchange and return portal.

To make these types of returns, we ask that you:

- Process the return of each order separately in our returns portal. This way we will know which orders you want to return.

- Carefully pack all boxes together, in a plastic bag or a large cardboard box in which you place all the pairs you are returning.

- Make sure to place the delivery notes for the different orders in a visible location, inside the box or protective bag.
This step is very important because if you do not send the delivery notes, we will not be able to identify your order and the return may be delayed.

This way we will receive the return in good condition and it will be easier to process.

Regarding the shipping label, it will be sufficient for you to choose one of the labels generated for the different returns you have processed. You can show it at the Post Office where you are going to drop off the package, or print it and stick it on the package. This label allows us to identify both your order and your user, but it is important that, in this case, as it is a return that involves several different orders, you include the corresponding delivery notes for each order inside the package.

Naturally, returns processed jointly must always be within the return period enabled for each of them; you cannot send a pair from an order that is already out of date by taking advantage of another that is still within the period.

As indicated in the Sales Conditions and in the Help Center, returns cost €5 per shipment from Spain, and €10 if made from Europe.

If you are returning your order, whether in full or in part, we kindly ask you to take care of the shoes with the same care we sent them to you.

Put the tissue paper back inside, place them in the box with the soles facing outwards, with the paper neatly arranged (both shoes go inside the tissue/sulfite paper, so that all the ink of the paper is on the outside, to avoid transfers) and protect the box with a plastic bag.

Remember not to stick the shipping label directly on top; the box should always be protected by a bag or another box.

To clearly understand how to properly prepare your return, we advise you to watch this video:

📺 Watch video

You can request a full or partial refund for your order within a maximum of 30 calendar days from the date you receive the order.

Please prepare your "feroces" for return with the same care with which we sent them to you.
You can review the previous section "How to prepare my return."

You can make a return from outside of Spain by following the same process as from within our borders (provided you received the package in that same location).

1. For each order you place, you will receive a tracking link in your email and a QR code on your delivery note (paper), both redirecting you to the exchanges and returns portal.

2. In your user account, you can select which product to return.

3. From our logistics warehouse, BigBlue, you will receive an email with the procedure to follow to correctly make your return (this will depend on the country from which you are making it).

4. If you make the return by your own means, we will need you to include your delivery note inside the package so we can identify the order).

5. The amount of the shipping costs for your original order will be refunded along with the amount of the returned shoes, less the return costs (€10 from Europe). This is unless you send the order to us on your own, in which case we will not deduct the associated return costs.

Once the package containing the return has been received, Zapato Feroz will check that the product is in perfect condition and that the conditions for a refund are met. This review and refund process usually takes 7 to 10 working days from the moment the package is delivered (to the courier or to the office of your choice).

If you have any questions about your refund, please write to us via the contact form and we will help you immediately.

Remember that you must prepare your shipment properly so that the shoes arrive in perfect condition. If you do not take care of your return, we could reject it, in accordance with the terms of sale you agree to when placing your order.

You now have a new system to exchange your shoes.

We have created a page where we explain it step by step, which you can view here.

If you have any questions about how to manage it or the costs of this process, please write to us through the contact form and we will help you right away.

Cleaning and care

7 questions

Yes, you can wash the insoles with water and neutral soap (hand soap, or even dish soap), under the tap.

Allow them to air dry in a well-ventilated area.

To keep them in good condition for longer and thus extend the life of your ferocious shoes, we recommend that you properly air out the shoes before storing them. Especially in summer, it's a good idea to remove the insoles at night and let them dry.

If your child's feet sweat a lot, we recommend having several pairs of insoles that you can alternate.

If they accidentally get wet, turn the shoes over and clean the inside with a wet, soapy cloth.

The inner lining is synthetic and can get wet. Once washed, dry them upside down in a ventilated, shaded area.

The outside can be cleaned with a damp cloth, and if the leather has been damaged, apply moisturizer.

Bad odor occurs when sweat comes into contact with the bacteria we all have on our skin, producing ammonium and fatty acid when it decomposes.

It is essential to air out shoes after use. Remove the insoles and leave them to air out overnight so that all the sweat they may have absorbed throughout the day evaporates. You can also clean them with baking soda if the odor is very strong or persistent; you'll see it disappear in a flash!

After removing the insoles, you can clean the inner rubber sole of the shoe with a cotton ball with alcohol and also hand wash the insoles with a damp cloth and neutral hand soap or even dish soap.

Your leather won't benefit from being dunked in water, especially if it's tanned and dyed without chrome or heavy metals... like ours.

The most important thing is to remove the insole, stuff absorbent kitchen paper inside, and let them dry in the shade.

If the shoes are leather, once they are dry, apply baby moisturizer to try to prevent the leather from losing flexibility.

Another trick we know works great is to apply colorless shoe cream. It's excellent for bringing leather back to life.

Do not put them in the washing machine, as we cannot guarantee that they will come out in good condition.

- Strong colored microfiber shoes, such as brick, might bleed some color when wet, so we recommend cleaning them only with a very well-wrung damp cloth.

- You can clean the rubber sole with a brush, neutral soap, and water.

- The fabric and microfiber can be washed under the tap with neutral soap and air-dried in a well-ventilated area.

- White laces can be cleaned by placing a small cloth underneath them and using a small brush with soap and water.

Would you prefer to watch a video explaining how to care for your fierce shoes? Check out our list of videos on how to care for your little one's fierce footwear.

- Do not put them in the washing machine; do not submerge them in water or use aggressive cleaning products.

- You can clean the rubber sole, toe cap, rand, and back pull tab with a brush, neutral soap, and water. Always protect the leather with a cloth so that it does not come into contact with soapy water.

- You can clean the leather of the "feroces" with a slightly damp, never wet, cloth.

- If you see that the leather is a little damaged or dry, you can use baby moisturizing cream to make them look like new.

- In any case, you can use shoe cream to cover up any stains.

Would you prefer to watch a video where we explain how to care for your "feroces"? Take a look at our playlist of videos on how to care for your little one's "feroces" footwear.

Disposable wipes usually contain alcohols, perfumes and preservatives. They also often contain chemicals such as propylene glycol, glycerin, methyl and propyl parabens, which can damage the microfibers or leather of shoes.

We do not recommend cleaning your "feroces" (fury/wild ones) with these wipes. It is preferable to use a cloth dampened with water and neutral soap.

It is also much more environmentally friendly due to the amount of waste we generate with disposable wipes, as they are mostly made of synthetic plastic.

I'm unsure about which size to choose

3 questions

Of course, for that, we have prepared this super intuitive size guide.
This guide is always available in the top menu and on each product's page.

Additionally, we've included this video where Lau explains how to measure your child's foot very easily https://www.youtube.com/watch?v=ruSISFPOtp4&t=949s

In the description of each product, you will find information on how each model fits.

On our Instagram channel @zapatoferoz and our Facebook channel, we offer videos and live sessions with Lau that answer many questions.

You can rely on our large community of fierce moms and dads in our private Facebook group Mi Peque Empieza a Caminar.

Babies' feet grow "irregularly"; it's not easy to know when or how much they will grow. They might not change much for a few weeks, and then suddenly, in two weeks, they grow several millimeters.

For this reason, it's not easy to know exactly how long a size will fit and when the next size will be needed.

To give you an idea, up to 15 months, feet grow an average of 1.5 mm per month, and from 15 to 24 months, they grow an average of 1 mm per month.

Please note that our Fierce sizes (S-M-L-XL) are double sizes, and there is 1 cm difference between each size.

Has your little one taken their first steps yet? If so, you could buy the next size up. It might be a little big at first, but it shouldn't bother them while playing or hinder their free movement.

If they haven't taken their first steps yet or are in the process of doing so, we recommend shoes that are more snug than large, so that they don't interfere with their first steps.

Remember that you know your little one best. Compare how they walk and move barefoot and with the Fierce shoes... if you notice anything unusual, let us know.

Payment information

3 questions

If you usually shop online, you've probably already heard of PSD2, the new regulation applicable to online payments for e-commerce businesses.

The European Union seeks to harmonize how all Europeans make digital payments and to ensure that consumers always have the maximum guarantee that they are making a secure payment. PSD2 is the "improved" version of the first regulation that was in force since 2007.

The main novelty of PSD2 is the application of "strong customer authentication (SCA)" through buyer verification and payment authorization, meaning ensuring that the buyer is who they claim to be and that they truly want to make the payment. To do this, at least two of these three methods must be used:

- A smart card or smartphone (something you own).

- A PIN or personal password (something only you know).

- A unique and irreplaceable personal detail, such as your fingerprint, your voice, or your facial identification (something you are).

The essential things to be able to complete your purchase are that:

- Your mobile number must be associated with the card you want to use for payment.

- You will need to have your mobile phone at hand.

- You will need to have your bank's application installed on your smartphone and the notification service enabled, either push-up notification or SMS.

Once you click the "complete purchase" button, the bank will request this confirmation from you for a short period of time, so it is necessary that you are attentive and have your mobile phone nearby to complete it.

If you have problems with the payment process, contact your bank. They will be able to tell you the specific requirements that apply to payments made with their cards.

That's right, all prices in the Zapatos Feroz online store include VAT.

We like to make things clear from the start and avoid last-minute surprises.

To ensure security, zapatoferoz.es uses secure payment systems and end-to-end encrypted communications.

Currently, we work with Shopify's proprietary payment gateway, one of the most secure in the world, easy to use and convenient for the user. In this regard, confidential payment data is transmitted directly and encrypted (SSL) from our website to Shopify Payments.

At Zapato Feroz, we do not know your bank details or credit card information, nor are they stored in any of our databases, making your purchase completely secure.

All communications made on zapatoferoz.es are secure and encrypted, as you can verify in your internet browser's address bar.

Tips and Recommendations for a Fierce Opening Day.

Review your user account

Check that you can access your account from your devices, review the shipping address, and add the products you want to My Favorites to speed up the purchase process.

Get informed beforehand

Check the size guide, Lau's live streams, videos, the characteristics of each model, materials... don't leave everything until the last minute.

Your orders accessible

In the My Account section of the website, you can view your Order History, check all the information for an order, modify the address or cancel it (you have 30 minutes to do so), or manage a return.

Official communication channel

On release day, we get flooded with messages from all sides. We love hearing from you, but if possible... only once and through the official channels: our Chat and the contact form.

Correcting an order

If you make a mistake when placing an order, we recommend placing a new, correct order and then canceling the previous one. You can perform this process yourself autonomously (you have 30 minutes to do so); it will be faster and simpler than waiting for our response.

Logistics get complicated

During fierce releases, the volume of orders on a single day is very high. Our super warehouse manages orders to send them out as quickly and efficiently as possible.

Sometimes orders take a little longer than usual.

Keep Calm and Relax

It's great that you're so eagerly awaiting our shoes, but we ask for a little calm on release days so we can manage everything more smoothly. Thank you very much.