Frequent questions
Information about my order
🤷♀️ Status of my order
We tell you what the statuses are on our website so that you can have more information about the status of your order, you can always see it in 🔗 MY ACCOUNT - ORDERS
You will see that on our own page there are two types of statuses, depending on whether we are talking about payment or preparation of the order. We describe each of the phases that you can find, according to the most common order.
ORDER PREPARATION STATUS (information in My Account section)
🔜 Not done
We have received your order and it has been processed correctly.
It is now waiting to go to our logistics warehouse.
⏳Pending
Your order has been processed in our warehouse and we are now working to get it out as soon as possible.
✅ Finished
Order preparation has been completed by the logistics warehouse and your order has been shipped. You will receive an email from BigBlue with the tracking information for your order.
PAYMENT STATUS (information in My Account section)
💶 Paid
It's obvious... right?
💰Partially refunded
In the event that you have returned a product and keep others, this status will appear when we have processed the return.
💸 Refunded
If you have returned the entire order or canceled it , the refunded status will appear when the refund has been made from Shopify Payments.
Additionally, you can view the shipping status on your order tracking page provided to us by our warehouse, BigBlue. You can access it from your order confirmation email.
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.
SHIPPING STATUS (information on your order tracking page )
🔜 Your order is in preparation
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 tell you which logistics company will deliver it to you 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 transport company has tried to deliver the order to you, but has not been able to 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 itself.
🔁 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 refund has arrived
The return has been received in our warehouse. Now the shoes need to be inspected, and, if everything is correct, we will refund you within 7-10 days.
⚠️ It is possible that on some occasions your order is not updated in real time and it may take a few hours for the status to change, we ask for a little patience. ❤️
👉 Can I cancel an order?
You have 30 minutes from when you place your order to check that everything is correct (feroes, 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 browse from your mobile.
2. You will see a list with the orders you have placed.
Here you can "Cancel your order" or "Purchase it again" .
Remember that if an order 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 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 causes:
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: hola@zapatoferoz.es to your contacts.
If apparently everything is correct but you still do not receive FEROZ shoe emails, contact us through the Contact Form so that we can solve your incident as soon as possible.
👉 I have a discount coupon, how do 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 do shipping costs cost me?
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 Portuguese islands.
For orders to Europe, shipping costs are €10.
👉 The shoe I want is out of stock, can I reserve it?
Currently we do not have any reservation system in place. There are many people who send us messages about it and we could not manage everything correctly, ethically and fairly without having an automated system.
If we don't have the model/color/size you want in stock, you can look on the season information page to see if we have published future stock restocks.
Through our newsletter and social networks, we will also inform you about future reruns.
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 fierce major releases, delivery times can be extended by a few days.
If you have any questions or problems with your order or that period has passed and you still do not have it, you can contact us through the FEROZ shoe Contact Form , selecting the option WITH AN ORDER ALREADY PLACED and, then, I DON'T RECEIVE THEM SHOES.
👉 Can I receive my order at an address other than mine?
You can receive any order at almost any address. You just have to check the SHIPPING 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 through the contact form .
👉 How long will my shipment take to arrive?
National orders have two delivery times, depending on the selection made at the time of placing your order: 1 or 2 business days or 3 to 4 business days from when we receive it. If you place your order before 12:00 p.m. (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 to pick up at post offices, the estimated time is 3 to 4 business days.
Orders with free shipping to Spain peninsula have an estimated time of 3 to 4 business days.
If you have questions about the status of your shipment, you can see it at this link .
If the established delivery time 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.
👉 To which places do we ship?
✅Currently, we ship to all of Spain, except: Canary Islands, Ceuta and Melilla.
🌍 We have thought about all the moms who are outside our borders for one reason or another and we also ship to most countries in Europe. You just have to fill in the shipping information with an address from any of these countries:
Germany
Austria
Belgium
Croatia
Denmark
Slovakia
Slovenia
Estonia
Finland
France (except islands)
Greece
Hungary
Ireland
Italy
Latvia
Lithuania
Luxembourg
Netherlands
Poland
Portugal (except islands)
Czech Republic
Romania
Sweden
👉 The shipping cost is €10 instead of €5 for shipments in Spain.
⚠️ The prices shown on the website include VAT corresponding to Spain. In the case of international shipments, once the billing address is completed, taxes will be recalculated based on the destination country.
👉 Can I return a pack of socks?
You can return a pack of socks 🧦 as long as it is in the same condition in which you received it, that is, joined and protected by the cardboard that joins and protects them.
For health and hygiene reasons, returns of socks are not accepted when the wrapping, packaging or seal that protects the product has been opened, except for those that are defective (in which case, you must contact us through the contact form so that we can let's evaluate and give you an appropriate response)
👉 Can I return pairs of different orders?
Of course you can, in addition to being more convenient for you, we help the planet with less shipping and packaging. You must request the return through the returns page of our logistics warehouse .
In order to make this type of returns we ask you:
- Carefully pack all the boxes together, with a plastic bag or a large cardboard box in which you put all the pairs of your return.
- Make sure you put the delivery notes for the different orders in a visible place, inside the box or protective bag.
This way we will receive the return in good condition and it will be easier to process.
As for the shipping label, it will be enough for you to choose one of the two that have been generated for you. You can show it at the Post Office where you are going to deliver the package, or print it and paste it on it. 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 within the package.
Logically, the returns that you process jointly must always be within the return period enabled for each of them, and you cannot send a pair of an order that is already out of time taking advantage of another that is.
As we indicate in the Conditions of Sale and in the Help Center, returns have a cost of €5 for shipment from Spain, and €10 if shipped from Europe.
👉 How should I prepare my return?
If you are returning your order in whole or in part, we ask that you please take care of the shoes with the same care with which we sent them to you.
Put their paper back inside, arrange them in the box with the sole facing out, with the paper well placed (the 2 shoes go inside the paper/sulfite, 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, the box should always travel protected by a bag or another box.
So that you are clear about how to correctly prepare your return, we advise you to watch this video:
👉 How long do I have to request a return?
You can request a total or partial return of your order within a maximum period of 30 calendar days from when you receive the lost item.
We ask you to please prepare them with the same care with which we sent them to you when you return your ferocious. In this video you can see how:
👉 I want to make a return from outside 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 in the case that you send us the order on your own, where we will not discount the associated return costs.
👉 When will I receive a refund for my order?
Once the package containing the return is received, Zapato Feroz will verify that the product is in perfect condition and that the conditions to refund the amount are met. This review and refund process will take us 7 to 10 business days from when the package is delivered (to the courier or to the office of your choice).
If you have questions about your refund, please write to us through the contact form and we will help you immediately.
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 color as such, you must manage them as a RETURN and a NEW ORDER (which is independent and you can make whenever you want).
If you have 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 immediately.
Cleaning and care
👉 Can I wash the insoles?
Yes, you can wash the insoles with water💧 and neutral soap (hand, or even dishwasher)🧼, under the tap🚿.
Let them dry in a ventilated place.
To keep them in good condition for longer and thus also prolong the life of your ferocious ones, we recommend that you ventilate 💨 the shoes properly before storing them. Especially in summer it is a good idea to take out the insoles at night and let them dry.
If your little one's feet sweat a lot, we recommend that you have several pairs of insoles, which you alternate.
👉 What do I do if my fierce skin has gotten wet with pee?
⚠️ If you accidentally get wet, turn the shoe over and clean the inside with a wet cloth and soap.
The inner lining is synthetic and can get wet, once washed, dry like this, turned inside out, in the shade in a ventilated place.
The outside can be cleaned with a damp cloth and if the skin has been damaged, apply 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 in its decomposition 🧀.
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 dish soap 🧼.
👉 My little one put the fierce ones in the water. What do I do now?
Taking dips doesn't feel good to your skin at all, especially if it's tanned and dyed without chrome or heavy metals... like ours.
The most important thing is that you take out the inner template, put absorbent kitchen paper inside and let them dry IN THE SHADE ⛱️.
If the ferocious ones are made of skin, when they are dry, apply baby moisturizing cream to try to prevent the skin from losing flexibility.
Another little trick that we know works great is to apply colorless shoe cream. It's great for bringing skin back to life. 🤩
👉 Care for and clean microfiber and fabric models
❌ Do not put them in the washing machine, since we cannot guarantee that they will come out in good condition.
❌ Microfiber shoes with strong colors, such as brick, could release some color when they get wet, so we recommend that you only clean them with a very well-drained 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 dried in a ventilated place.
✅ We can clean the white laces by putting a cloth under them, and giving them soap and water with a brush.
Would you prefer to watch a video where we explain how to take care of ferocious animals? Take a look at our list of 👉 videos to take care of your little one's fierce shoes 👈🏻
👉 How to care for and clean the skin?
❌ Do not put them in the washing machine, do not immerse them in water or use aggressive cleaning products.
✅ The sole, toe, band and rear rubber handle, you can clean them with a brush, neutral soap and water. Always protecting the skin with a cloth, so that it is not in contact with soapy water.
✅ You can clean the skin of the ferocious animals with a slightly damp cloth, never wet.
✅ If you see that the skin is a little damaged or dry, you can use baby moisturizer to make it look like new.
✅ In any case you can use shoe cream to hide any stains.
Would you prefer to watch a video where we explain how to take care of ferocious animals? Take a look at our list of videos to 👉 take care of your little one's ferocious shoes 👈
👉 ¿Y si los limpio con una toallita desechable?
Las toallitas desechables, suelen contener alcoholes, perfumes y conservantes. Además suelen llevar productos químicos como propilenglicol, glicerina, parabenos de metilo y propilo que pueden perjudican las microfibras o las pieles de los zapatos.
No recomendamos limpiar los feroces con estas toallitas. Es preferible que uses un paño humedecido con agua y jabón neutro.
Además es mucho más ecológico por la cantidad de residuos que generamos con toallitas desechables ya que están hechas mayoritariamente de plástico sintético.
I doubt what size to choose
👉 I don't know what size to choose, can you advise me?
We love to help you 🤗 but due to the large volume of work we have, it is very difficult for us to serve you all.
Especially during times of releases, it is impossible for us to offer personalized advice to each family.
For this reason, we offer you a lot of useful information so that you can take measurements and decide for yourself:
You have a super intuitive size guide .
In this video Lau explains how to measure your little one's foot in a very easy way 🤗 https://www.youtube.com/watch?v=ruSISFPOtp4&t=949s
In the description of each product you will find information about how each model fits.
On IG TV and our YouTube channel we offer videos and live shows from Lau that answer many questions.
You can lean on our great community of fierce mommies and daddies in our private Facebook group My Little One Starts Walking .
👉 Until when will a size fit?
Babies' feet grow "irregularly", it is not easy to know when or how much they will grow. It is possible that they remain unchanged for a few weeks and then suddenly, in two weeks, they grow several millimeters.
For this reason, it is not easy to know exactly how long one size will fit and when the next one will fit.
To give you an idea, up to 15 months, 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 just between two sizes, what can I do?
Please note that our FIERCE sizes (SML-XL) are double, and there is 1 cm difference between one and the other.
Has your little one already taken his first steps? If so, you could buy the larger size. It may be a little big at first, but it shouldn't bother your game or impede your free movement.
If you have not yet taken your first steps or are in the process of doing so, we recommend a shoe that is rather tight than large, so that it does not interfere with your first steps.
⚠️ Remember that you are the one who knows your little one best, compare how he walks and moves barefoot and with the ferocious ones... if you see something strange, tell us.
Payment information
👉 What should I know about the new online payment regulations for PSD2 electronic commerce?
If you usually buy online, you will surely have already heard about PSD2, the new regulations applicable to online payment for electronic businesses.
The European Union seeks to harmonize how all Europeans make digital payments and ensure 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 in force since 2007.
The main novelty of PSD2 is that a “strong authentication (SCA)” is applied, through buyer verification and payment authorization, that is, ensuring that the buyer is who he says he is and what he really wants to do. the pay. To do this, at least two of these three means must be used:
- A smart card or 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 you are).
The fundamental thing to be able to make your purchase is that:
- Your mobile number must be associated with the card you want to make the payment with.
- You will have to have your mobile phone at hand.
- You will have to have your bank's application installed on your smartphone and the notification service enabled, either push up notification or SMS.
Once you press the "complete the purchase" button, the bank will ask you for this confirmation for a short period of time, so you need to be alert and have your cell phone nearby to complete it.
If you have problems with the payment process, contact your bank. They will be able to tell you what specific requirements apply to payments made with their cards.
👉 Is VAT included in the web prices?
That's right, all prices in the Feroz shoe online store have VAT included.
We like to make things clear from the beginning and avoid last minute surprises.
👉 Is online payment safe?
To ensure security, shoeferoz.es uses secure payment systems and end-to-end encrypted communications.
Currently, we work with Shopify's own payment gateway, one of the most secure in the world, easy to use and comfortable for the user. In this sense, confidential payment data is transmitted directly and in encrypted form (SSL) from our website to Shopify Payments.
At Zapato Feroz we do not know your banking or credit card details, nor are they registered in any of our databases, making the purchase completely secure.
All communications made on shoeferoz.es are secure and encrypted, as you can see in the bar of your internet browser.
