Information about my order
🤷♀️ Status of my order
We tell you what the statuses are on our website so that you have more information about what status your order is in. You can always see this at 🔗 MY ACCOUNT - ORDERS
You will see that on our own page there are two types of status: payment or the preparation of your order. We describe each of these stages in the order they take place.
ORDER PREPARATION STATUS
We have received your order, and the warehouse is working to ship it as soon as possible.
The preparation of the order has been finished by the logistics warehouse and your order has been shipped. You will receive an email from BigBlue with the tracking information for your order.
🔜 Not completed
This status appears within 30 minutes of placing your order. This is the point you can cancel it if you have made a mistake while requesting your zapato FEROZ shoes or entering any of your data.
It will also appear in your pre-sale orders, because the preparation is not being carried out as such (as the products are still being manufactured and have not yet arrived at our logistics warehouse).
⚠️ This status will also appear when you cancel an order. (The "Cancelled" status will not appear.) You will be able to check the cancellation because in the payment status it will indicate "refunded".
For one reason or another you have not made the payment for this order. Until payment has been made, the order will not go to our warehouse to be processed.
In the event that you have returned a product, this status will appear when we have processed the return.
If you have returned the entire order or cancelled it, you will see a refunded status when the refund has been issued from Shopify Payments.
In addition, you can view the status of the shipment on the tracking page of your order provided to us by our warehouse, BigBlue. You can access it from your order confirmation email.
In addition, every time the status of your shipment changes, you will also receive an email notifying you, and with a link so you can track it.
🔜 Your order is being prepared
Our warehouse has received your order, and is working its magic so that it can reach you soon.
🚶🏻Your order is on the way
The courier company already has your order and is on its way to the address you indicated when placing it.
This email will indicate which logistics company will deliver it to you and the tracking number, with a link to the carrier's own website.
👌🏻Your order has been delivered
You have received your zapato FEROZ shoes!
😥 Your order could not be delivered
The transport company has tried to deliver the order, but could not for various reasons (there was no one at the address, there was a mistake in the information...). The reason will be indicated in the follow-up email.
🔁 The return is confirmed
Our warehouse has received your return request, and you can complete it by delivering your package and showing the attached label.
📥Your return has arrived
The return has been received by our warehouse. Now they will need to check the shoes, and, if everything is correct, we will process your refund within 7-10 days.
⚠️Sometime orders are not updated in real time so it may take a few hours for the status to change. If this is the case, we ask for a bit of patience. ❤️
👉 Can I cancel an order?
You have 30 minutes from when you place your order to be able to check that everything is correct (zapato FEROZ shoes, data, address...).
The procedure is very simple:
1. Access your client area from this link to ▶️ MY ACCOUNT or by clicking on the "My account" icon at the top of the web if you are browsing from a computer.
You will find it at the bottom of the hamburger menu if you browse from your mobile.
2. You will see a list with the orders you have made.
Here you can "Cancel your order" or "Buy again" .
Remember that if an order has already been Refunded, Cancelled or Shipped, it cannot be modified.
Click on "Cancel order".
3. We will cancel the entire order and give you a full refund in the same way you paid.
👉 I do not receive your emails
If you do not receive our emails, it may be due to one of these two reasons:
1. You may not have correctly saved your email at the time of purchase or in your user account. Review it in the section My Account – Addresses
2. It is possible that the emails that we send you from zapato FEROZ are being marked as 'spam' and blocked by your email provider, sending these messages to the 'Spam' folder.
To solve this situation, add our email address: firstname.lastname@example.org to your contacts.
If apparently everything is correct but you still do not receive zapato FEROZ emails, contact us through the Contact Form so that we can resolve the issue as soon as possible.
👉 I have a discount coupon, how can I use it?
You can use your discount code on the CHECKOUT page. Add the coupon to the "Gift card or discount coupon" field and click on APPLY to apply it correctly.
If you have any questions, please write to us through the contact form and we will help you right away.
💶🚛 How much are the shipping costs?
For orders in Spain you can choose between different types of shipping:
- Shipping 1-2 days: €6
- Shipping 3-4 days: €5
- Pick up at post offices: €5
If your order is over €90, you can enjoy free shipping costs in Spain. We do not ship to Ceuta, Melilla or the Canary Islands.
For orders to Portugal the shipping costs are €7. We do not ship to the islands of Portugal.
For orders to Europe, shipping costs are €10.
👉 The shoe I want to purchase is out of stock, can I reserve it?
Currently we do not have any reservation system in place. We have received many messages about it but it cannot be managed correctly, ethically and fairly without having an automated system.
If we don't have the model/colour/size you want in stock, you can look on the season's information page to see if we have published future restocks.
We will also inform you about future restocks via our newsletter and social networks.
Shipping & Returns
📬 I made a mistake in my order and I want to change my shipping address
You can change your shipping address within 30 minutes of placing your order.
You can do it from the same order confirmation page (by clicking on edit shipping address ).
Or from the confirmation page of your order, in update address .
Once you have made this change, check that the shipping address of your order has been correctly modified in MY ACCOUNT-ORDERS . 📬
👉 Where is my order?
After preparing your order and sending it, you will receive an email from our logistics warehouse that includes a link with information on the status of the purchase.
Your shipment will take about 5-7 business days to reach you from the day of purchase.
During zapato FEROZ main release periods, estimated delivery times may be extended by a few days.
If you have any questions or problems with your order or the estimated delivery period has passed and you still have not received it, please contact us through the zapato FEROZ shoe Contact Form , selecting the option WITH AN ALREADY PLACED ORDER and, then, I HAVEN'T RECEIVED THE SHOES.
👉 Can I receive my order at an address other than mine?
You can receive orders at almost any address. You just have to click on the option SHIP TO A DIFFERENT ADDRESS on the Checkout page and fill in the information of your delivery address.
If you need help with the change of address, please write to us through the contact form.
👉 How long will my shipment take to arrive?
Shipments in Spain have an estimated delivery time of 5 to 7 working days after we receive your order.
If you have any doubts about the status of your order, you can check it here.
If the estimated delivery date has passed and you have not received your order or email informing you of an incident with your order, please write to us via the contact form and we will help you immediately.
👉 Where do we ship to?
✅ We currently ship to all of Spain, except for: the Canary Islands, Ceuta and Melilla.
🌍 We have also thought about all the mums who are outside our borders for one reason or another so we ship to most countries in Europe. You just have to fill in the billing and shipping information with an address from any of these countries:
France (except the islands)
Portugal (except the islands)
👉 The shipping cost is €10 for Europe and €5 for shipments within Spain.
⚠️ The prices shown on the web include the VAT corresponding to Spain. In the case of international shipments, once the billing address is completed, the taxes will be recalculated based on the country of destination.
👉 Can I return a pack of socks?
You can return a pack of socks 🧦 as long as it is in the same state in which you received it: joined together and covered by the cardboard wrapper that keeps them together and protects them.
For health and hygiene reasons, returns of socks are not permitted when the wrapper, packaging or seal that protects 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 the situation and give you an appropriate response.)
👉 Can I return pairs of shoes from different orders?
Of course you can. In addition to being more comfortable for you, we help the planet with less shipping and packaging. To request a refund go to the refund page of our logistics warehouse.
To be able to carry out this type of collection, we ask you:
-Carefully pack all the boxes together, with a plastic bag or a large cardboard box in which you insert all the pairs of your return.
- Make sure you include the delivery notes of the different order in a visible place inside the box or protective bag.
In this way we will receive the return in good condition and it will be easier to process.
Logically, the returns that you process together must always be sent within the return period established for each. It is not permitted to send a pair of shoes for which the deadline has already passed with another pair for which the deadline is still valid.
As indicated in the Conditions of Sale and in the Help Centre, returns carry a cost of €5 per shipment.
👉 How should I prepare my return?
If you are going to return a whole or partial order, we ask you to please take care of the shoes in the same way as we do when we send them to you.
Put the paper back inside the shoes, arrange them in the box with the sole facing out, with the paper well positioned (the 2 shoes go inside the sulphite paper, so that all the ink on the paper is on the outside, to avoid transfers) and protect the box with a plastic bag.
Remember that you should not stick the shipping label directly on top of the box. It must always travel protected by a bag or another box.
So that you are clear about how to correctly prepare your return, we recommend that you watch this video:
👉 How long do I have to request a return?
You can request a total or partial refund of your order within a maximum period of 30 days from the date of purchase.
We kindly ask you that when you return your zapato FEROZ footwear you prepare them with the same care as we did when we sent them to you. In this video we show you how:
👉 I want to make a return from outside of Spain 🇪🇸
You can make a return from outside Spain following the same process as from within our borders (as long as you have received the package in that same place).
1. For each order you make, you will receive a link in your tracking email and a QR code on your delivery note (paper), both redirect you to the 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 (it will depend on the country from which you make it).
4. If you make the return by your own means, we will need you to include your delivery note in the package to be able to identify the order.
5. The amount of the shipping costs of your original order will be reimbursed together with the amount of the returned shoes, minus the return costs (€10 from Europe). Except when you send us the order by your own means, in which case we will not discount the associated return costs.
👉 When will I receive a refund for my order?
We usually take between 7-10 working days to issue the refund of your order, once your package has been collected.
If you have any questions about your refund, please write to us through the contact form and we will help you right away.
Remember that you must prepare your shipment properly so that the shoes reach us in perfect condition. If you do not take care of your return, we could reject it, in accordance with the conditions of sale that you subscribe to when placing your order.
👉 Can I make a size change?
There are no changes in size, model or colour as such. In these case, you have to make a RETURN and then a NEW ORDER (which is independent from the return so you can make it whenever you want).
If you have any questions about how to make a return or the costs of this process, please write to us via the contact form and we will help you immediately.
How to clean and care for your shoes
👉 Can I wash the insoles?
Yes, you can wash the insoles with water 💧 and neutral soap (for hands, or even a dishwasher detergent) 🧼, under the tap 🚿.
Let them dry in a well-ventilated area.
To keep them in good condition for longer and also prolong the life of your FEROZ footwear, we recommend that you properly ventilate 💨 your shoes before storing them. Especially in the summer, it is a good idea to take the insoles out overnight and let them dry.
If your little one's feet sweat a lot, we recommend that you have several pairs of insoles that you alternate.
👉 What should I do if my leather FEROZ footwear has got wet with pee?
⚠️ In case of accidentally getting wet, turn the shoe inside out and clean the inside with a wet cloth and soap.
The inner lining is synthetic and can get wet. Once washed, dry them inside out in the shade in a well-ventilated area.
The outside can be cleaned with a damp cloth and if the leather has been damaged, apply some moisturizing cream.
👃 My baby's feet smell
The bad smell occurs when sweat comes into contact with the bacteria that we all have on our skin, producing ammonia and fatty acid when it breaks down. 🧀.
It is essential to ventilate the shoe after use. Take out the insoles and let them air out overnight so that all the sweat they have been able to absorb throughout the day evaporates 🌬️. You can also clean them with baking soda if the smell is very strong or persistent - you will see that it goes away in no time!
After removing the insoles, you can clean the inner rubber sole of the shoe with a cotton pad with alcohol and also wash the insoles by hand with a damp cloth and neutral hand soap or even dishwasher detergent 🧼.
👉 My little one has put their FEROZ footwear in water. What should I do?
Leather does not like getting wet 🐮 , especially if it is tanned and dyed chrome and metal free leather like ours.
The most important thing is that you take out the inner insole, put absorbent kitchen paper inside and let them dry IN THE SHADE ⛱️.
If your FEROZ footwear is made of leather, when they are dry, apply baby moisturizing cream so that the leather does not lose flexibility.
Another great little trick is to apply colourless shoe cream. It really brings the leather back to life. 🤩
👉 Cleaning and caring for microfibre and fabric models
❌ Do not put them in the washing machine, unless it is absolutely necessary. Select a short program with no spin. Put your Feroz, Rocker or adult shoes in a bag for delicate garments.
❌ Strong-coloured microfibre shoes (e.g brick colour) may release some colour when they get wet, so we recommend that you clean them only with a well-wrung, damp cloth.
✅ Clean the rubber sole with a brush, neutral soap and water.
✅ Fabric and microfibres can be washed under the tap with neutral soap and dried in a well-ventilated area.
✅ Clean white laces by putting a cloth under them, and using a small brush, soap and water.
Would you prefer to watch a video where we explain how to take care of your FEROZ footwear? Take a look at our list of videos of how to 👉 take care of your little one's FEROZ shoes👈
This is the link to our YouTube channel where you can see all the videos of how Lau cleans the stains from the most resistant FEROZ footwear. 🧼
👉 How do I clean and take care of the leather?
❌ Do not put them in the washing machine, do not soak them in water or use harsh cleaning products.
✅ The sole, toecap, band and heel loop can be cleaned with a brush, neutral soap and water. Always protect the leather with a cloth, so that it does not come into contact with the soapy water.
✅ The leather of FEROZ shoes can be cleaned with a well-wrung damp cloth.
✅ If you see that the leather is a little damaged or dry, you can use a baby moisturizer to make them look like new again.
✅ To hide any stains, we recommend using a shoe cream.
Would you prefer to watch a video where we explain how to take care of your FEROZ footwear? Take a look at our list of videos to 👉 take care of your little one's Feroz shoes 👈
I'm not sure which size to choose
👉 I don't know which size to choose, can you give me some advice?
We love helping you 🤗 but due to the large volume of work we have it is very difficult for us to help you all.
This is especially true in periods of our main releases when it is impossible for us to offer personalised advice to each family.
This is why we offer you a lot of useful information so that you can take the measurements and decide for yourselves:
- You have a super intuitive size guide: https://zapatoferoz.es/guia-tallas/
- In this video you can see how Lau explains how to measure your little one's foot in a very easy way 🤗 https://www.youtube.com/watch?v=ruSISFPOtp4&t=949s
- The description of each product gives you information on how each model fits.
- On IG TV and our YouTube channel we offer videos and live feeds from Lau that answer many of your questions.
- You can find support from our large community of Feroz mums and dads on our private Facebook group Mi Peque Empieza a Caminar .
👉 How long will one size fit?
Babies' feet grow “irregularly” so it is not easy to know when or how much they will grow. Sometimes they go a few weeks without growing at all and then suddenly, in two weeks, they grow several millimetres.
For this reason, it is not easy to know exactly how long one size will fit and when is the time for the next size up.
But to give you an idea, up to 15 months, the feet grow on average 1.5 mm per month and from 15 to 24 months, they grow on average 1 mm per month.
👉 My little one is between two sizes, what should I do?
Keep in mind that our FEROZ footwear come in double sizes (SML-XL), with a 1 cm difference between each other.
Has your little one already taken their first steps? If so, you could buy the larger size. It may be a little big at first, but it shouldn't interfere with their play or impede their free movement.
If they are yet to take their first steps or are in the process of doing so, we recommend a shoe that is tighter than larger, so that it does not interfere with their first steps.
⚠️ Remember that you are the one who knows your little one best. Compare how they walk and move barefoot and when wearing their FEROZ shoes... if you notice something you're not sure about, let us know.
👉 What should I know about the new online payment regulations for PSD2 electronic commerce?
If you usually buy online, surely you have already heard about PSD2, the new regulations applicable to online payment for electronic commerce.
The European Union aims to coordinate how all Europeans make digital payments so that the consumer always has the maximum guarantee that they are making a secure payment. PSD2 is the "improved" version of the first regulation that was established in 2007.
The main novelty of PSD2 is that a "strong authentication (SCA)" is applied, through buyer verification and payment authorisation which makes sure that the buyer is who they say they are and that they really want to make the payment. To do this, at least two of these three means must be used:
- A smart card or a smartphone (something that is yours).
- A personal PIN or password (something only you know).
- A personal detail that is unique and irreplaceable, such as your fingerprint, your voice or your facial identification (something that you are).
The fundamental thing to be able to make your purchase is that:
- Your mobile number must be associated with the card with which you want to make the payment.
- You will have to have your mobile phone to hand.
- You will have to have your banking application installed on your smartphone and the notification service enabled, either push up notifications or SMS.
Once you press the "finish the purchase" button, the bank will request this confirmation for a short period of time, so you need to look out for it and have your mobile nearby to complete it.
If you have any problems with the payment process, contact your bank. They will be able to tell you about the specific requirements that apply to payments made with their cards.
👉 Is VAT included in the web prices?
That's right, all prices in the zapato FEROZ online store include VAT.
We like to make things very clear from the beginning and avoid last-minute surprises.
👉 Is online payment safe?
To guarantee security, zapatoFEROZ.es uses secure payment systems and end-to-end encrypted communications.
Currently, we work with the Stripe payment gateway, one of the most secure in the world, easy to use and comfortable for the user. Using this system, confidential payment data is transmitted directly and encrypted (SSL) from our website to Stripe.
At zapato FEROZ we do not hold any information about your bank details or credit card and they are not registered in any of our databases making the purchase totally secure.
All communications made at zapatoFEROZ.es are secure and encrypted, as you can see in the bar of your internet browser.