Online Shop Customer Service

Do you need help?

You can contact us through ordersweb@cherubina.com or in the 954 96 96 14, from 09: 00h to 17: 00h.

Write us also on Whatsapp (+ 34) 686 003 941

General Purchase Information

How can I buy?

  1. In the drop-down menu, choose the section (party collection, headwear, accessories, brides) and the type of product. Visualize the product (s) that you are interested in.
  2. When you move the cursor over the image you will get an enlargement of the photograph that will allow you to see it in more detail. On the same product page you will find other photographs, videos, as well as more information about the product, its composition, available sizes and price.
  3. Select the color and size you want and click on "Add to cart". Then you can choose to keep buying or processing the order.
  4. If you wish to process your order, click on the cart symbol in the upper right of the screen. Through this click, you can check the items added to the cart or directly finish the purchase.
  5. Choose a shipping mode: RIn-store pick up (at our official sales points in Madrid or Seville), or Standard shipping (cost 6 €).
  6. Fill in the billing and shipping information, and select a payment method. In the section "Notes of the order" includes any information that you consider important (reception deadline, delivery time, special modifications ...)
  7. You will receive an email confirming your order.

Do you make international shipments?

Yes, we can ship anywhere in the world.

When processing the order, the website will automatically calculate shipping costs. For shipments outside the European Union the costs may vary depending on the volume of the package. Please, contact us if you have any questions.

Delivery times for Europe may vary between 4 and 15 days. For the rest of the world delivery times may vary between 7 and 20 days.

Shipments to the Canary Islands, Balearics and Ceuta and Melilla

All shipments destined to the Canary Islands, Balearics and Ceuta and Melilla will be done by Post Office. All orders with these destinations are shipped every Thursday of the week. The estimated delivery time may vary between 4 and 10 days. Please, when making the purchase do not forget to include your DNI in the section "notes / observations" to expedite the shipping process.

CUSTOMS

Customs expenses will run Always in charge of the recipient. These charges are NOT included in the product price or shipping costs. In case of rejection of the package by the recipient, the amount of return and customs will be deducted from the total amount to be reimbursed.

Each country has its own customs management fees, which will be accepted by the recipient. These conditions are accepted with the completion of the purchase.

Can I modify or cancel my order?

Yes. You can modify or cancel your order, as long as the status of the order allows it. Please contact us for more details.

When will I recive my order?

  • Medium headpieces

Each CHERUBINA headpiece is individually made, completely handcrafted in our workshop in Seville. Please note that this processing of elaboration can take up to 1 and 4 weeks.

*STOCK: We do not have headpieces in stock for online orders. The stock corresponds to the availability of materials, but each headdress must be handcrafted on request; please bear in mind that this is a process that can take time. Ideally, at the time of making the purchase, always tell us the date on which you need your headdress is at home, and try to adjust to it.

If you need your headdress within 5 days, you can always request the option of EXPRESS DELIVERY, for 30 €.

  • Dresses

The dresses in stock will be shipped within approximately 1 and 5 days after purchase. These terms are subject to variation.

  • Accesories

Items such as earrings, brooches, rings, etc., will be shipped within approximately 1 to 5 days after purchase. Please note that all our jewelry products are handcrafted items. We work because you receive your order in the best possible condition, so sometimes we decide to go over the gold bathroom, make some adjustments ... which can lengthen delivery times. Whenever possible, please indicate the date on which you need to receive your order.

Reduced products or OUTLET section

All garments from the sale section, from past collections or from the outlet section They are shipped in a shipping bag, no box. Only new collection garments are sent in a box.

Store Pickup Orders

If you have placed an order with the "Store Pickup" option, our stylists will get in touch with you at the time when the order is ready to be withdrawn.

CHERUBINA MADRID
C / Núñez de Balboa, 8 | 28001 Madrid
Tel. 910 51 77 95

CHERUBINA SEVILLA
C / Muñoz Olivé, 7 | 41001 Sevilla
Tel. 954 27 39 20

Can you prepare a gift order?

Yes, at the time of making the purchase you only have to indicate that you would like the order to be sent as a gift to your recipient, as well as any information that may be of interest, and we will take care of everything.

Payment information

What are the accepted payment methods?

We have the following means of payment: credit card, debit card, Paypal and bank transfer. If you wish to make your purchase by bank transfer, write an email with your request to pedidosweb@cherubina.com or contact us at 954969614, Monday-Monday from 09: 00h to 15: 00h.

Why can my card be rejected?

Your card may be rejected for one of the following reasons:

  1. It may be expired. Check that your card does not exceed the validity date.
  2. It may be that some data entered is incorrect. Check that you have filled in all the requested fields correctly.
  3. The card limit may have been reached. Check with your bank that the card has not exceeded the amount allowed to make purchases.

If in any case you still experience problems to make the payment do not hesitate to contact us through pedidosweb@cherubina.com or 954969614.

How I can make sure I made my purchase?

Once you have placed your order, you will receive a confirmation email with all the information you provide when you make the purchase. If you think you have not received it, please check the SPAM folder of your email, or contact us.

In case you want to modify some shipping information, please let us know as soon as possible through the email pedidosweb@cherubina.com or the 954969614, at Mon-Fri time of 09: 00h to 17: 00h.

Is it safe to make the payment through the web?

Yes, the data is transmitted in encrypted SSL. For payment with Visa and Mastercard only CES (Secure Electronic Commerce) transactions will be accepted. After verifying that the card is affixed to the CES system, the system will contact the bank that issued it for the buyer to authorize the purchase. When the bank confirms the authenticity, the charge will be made on the card. Otherwise the order will be canceled.

Prices

The prices of all our products are expressed in EUROS (€) and include VAT. Any other amount that has to be added (shipping, express delivery ...) will be detailed before you confirm the purchase.

Shipping

All our shipments are delivered with MRW or Correos Express (6 € PVP). The shipping costs for orders over 150 € are Free (National territory).

The shipping costs for the European Union are 18 €. For orders with delivery outside the EU the shipping costs are calculated according to the destination and the volume of the package.

Returns & Exchanges

Return Policy

1. Clothing collection

  • Once you receive your order you have a deadline of 48 natural hours to try it on and decide if you want to return it in order to get a refund. You must express your intention to return it via email or telephone within the aforementioned period.
  • After those 48 hours, you still have 15 calendar days to change it for another size or another article.
  • Once the 48 hours have expired, if any another article does convince you, we would give you a VALE with no expiration date for the amount of the purchase, which you can use in our physical stores in Madrid and Seville, as well as an online use code in www.cherubina.com.
  • Please note that shipping costs are not refundable in no case.

2. Headpieces, hats and other accessories

Due to the nature of the products, CHERUBINA headpieces and accesories, being handmade expressly for each customer, do not allow exchanges or refunds.This includes earrings, combs, belts and other accessories. Please consider this before making your purchase. If you have any questions or need advice, please write to us at pedidosweb@cherubina.com, estilista@cherubina.com or call us at 954969614.

What do I have to do if I want to exchange or return my order?

Ideally, get in touch with us in the first place. Our email address pedidosweb@cherubina.com is available to you 24 hours 365 days of the year, in addition, you can contact us at 954969614 at Mon-Fri time of 09: 00h to 17: 00h.

As soon as we receive your request we will adapt to the available options:

  1. You can send the product back to us using the courier company that better suits you
  2. Or we can arrange a pick up, service whose cost is of 6 € that will be discounted of the final refund. This service is only available for orders within the Spanish peninsula.

Information about exchanges

Changes of size or model are made through CANJE (MRW) Spanish service. The messenger will give you the new piece of clothing and, at the same time, will collect the garment you have at home.

This new garment will be sent and delivered in a shipping bag. Therefore, you can keep the CHERUBINA box (which you will receive with new collection garments) if you wish, and send us the garment you already have in another well protected box or in a shipping bag.

In case of being a international order the client will have to send the package to our facilities, and collection at home is not possible.

The first change per order is always free (Spanish peninsula). From the first, the changes will cost 6 €, which will be borne by the customer. This option is only available for national / peninsula orders. For international orders or from the islands, it will be necessary to make the return and a new order.

The conditions of return are still maintained for the garment received after the first change. From the second change, the return will only be effective for a VALE with no expiration date.

Custom-made dresses or with customized modifications

The dresses made to order or to those that have made customized modifications have no refund for the refund of the purchase. However, returns are allowed within 15 calendar days after the dress has been removed, for a COUPON without an expiration date corresponding to the amount paid, for use in physical and online stores.

How do I send my package back?

For its return, the garment must be in perfect condition, with the label. In addition, the item must be sent with its original packaging, wrapped so as not to be damaged. In the case of new collection dresses, the box you receive with your order must be sent back protected, intact and without any sticker attached to its surface. Its cost is 3 € which will be deducted from the amount to be returned in case of not receiving it or receiving it damaged with stickers or packing tape.

What address do I have to send my package to?

Our postal address is:

CHERUBINA
Av. De la Ingeniería, 9 | 72 workshop
Parque Empresarial Arte Sacro | 41015 - Sevilla
Tel. 954 96 96 14

Can I return my online order at the store?

Yes, we accept exchanges and returns of online order in our stores in Madrid and Seville. However, the refund will be giving using the same method of payment that was used in the purchase; never in cash.

You will receive the amount in your account in approximately 5 to 6 days.

CHERUBINA MADRID
C / Núñez de Balboa, 8 | 28001 Madrid
Tel. 910 51 77 95

CHERUBINA SEVILLA
C / Muñoz Olivé, 7 | 41001 Sevilla
Tel. 954 27 39 20

Return of orders with store pick-up

Online orders with the option of "Store Pickup" only have a refund for the amount of the purchase when the purchased item has been tested at the store on the day of collection.

If an order has been picked up and tried on at home, the return will only be effected by a COUPON without expiration date for the amount of the purchase (only during the next 15 days after collection).

Return of a purchase made using a COUPON

The return of purchases made using COUPONS will only be effective for another COUPON during following 15 calendar days.

Return for tare or damage

In CHERUBINA we work so that all the items that we sell and send are in perfect condition. If, exceptionally, you have received a garment that has some tare or damage, please contact us through the email address pedidosweb@cherubina.com or the phone number 954969614 as soon as possible. Whenever possible, attach an image in which we can appreciate the tare.

Please, take into account that after the first 24 hours have elapsed since the reception of the order, no claim for tare or defect will be accepted, and the item may be rejected for its return.