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

FAQ

CAN I RETURN A TOUCH?

Being handmade products and upon request, returns are not accepted in headdresses. If you have any questions and need advice, contact our stylist by mail estilista@cherubina.com.

DO YOU HAVE TOUCHED IN STOCK?

The stock corresponds to the availability of materials. Each headdress has to be handcrafted on request. Please keep in mind that this is a process that can take time.

Ideally, when making the purchase, we always communicate the date you need that your headdress is at home, and we will try to adjust to it.

HOW TO INCLUDE PRODUCT SPECIFICATIONS IN AN ORDER?

You can indicate any observation or specification of the product (for example, in the case of personalization of the same) through the section "notes" that appears when processing the order.

We recommend that you indicate the deadline for receipt in that same space so that I can arrive without problems and on time.

CAN I RESERVE A GARMENT?

No. We only accept direct purchases.

In the case of orders with the "Pre-order" label, they will accept the purchase of products in advance, always with prior payment.

CAN I RENT A TOUCH / CHERUBINE PRESS?

We do not rent products, we only accept final sales.

WHERE CAN I FIND THE SIZE GUIDE?

You will find a direct link to the size guide on each product page, on the option «Add to cart ».

This size guide is a approach of the measures and is used generically for all products in the collection (dresses, overalls, bodies, skirts and pants).

HOW DO YOU KNOW IF A RETURN HAS BEEN RECEIVED?

If you have personally sent the product by a courier agency, make sure you have the tracking number, sending it by registered letter, to guarantee the arrival of the package.

If we have requested a courier for the collection, we usually receive the product the day after the package is delivered.

WHEN WILL I RECEIVE THE REFUND?

Once we receive the returned product in the office, we request it and issue the refund within a period between 5-7 working days.

THE PRODUCT DOES NOT HAVE MY SIZE OR IT HAS BEEN SOLD OUT, HOW CAN I GET IT?

Usually we usually make several repositions of dresses of the new collection, in addition to adding new ones little by little. The replacement period varies according to the model.

Either way, we offer the possibility to order any model from this collection or earlier on request, in the color and size you want. This would mean an increase in the price NO DISCOUNT of 25% and around the month for its preparation.

I AM A STORE AND I WOULD LIKE TO HAVE CHERUBINA IN IT, WHAT SHOULD I DO?

You can contact us through the following link: Multi-brand information

Orders

HOW TO ORDER?

  1. On the menu "Shop » drop down, choose between the different sections that appear (party collection, headdresses, accessories, outlet, gift card and gift boxes). Next, visualize the products that interest you by clicking on them.
  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 desired color and size and click on "Add to cart". You can then choose to continue 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 "Order notes" include any information that you consider important (deadline for receipt, delivery schedule, special modifications ...)
  7. You will receive an email confirming your order.

WHEN WILL I RECIVE MY ORDER?

The reception time will depend on the type of product you have purchased:

  • Headpieces

Each CHERUBINA headdress is made individually, completely handmade in our workshop in Seville. That is why the manufacturing process can vary between 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 has to be handcrafted on request; Please keep in mind that this is a process that can take time. Ideally, when making the purchase, always let us know the date you need that your headdress is at home, and we will 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.

  • Accessories

Items such as earrings, brooches, rings, etc., will be sent within approximately 1 to 5 days after purchase. Please keep in mind that all our goldsmith products are handmade pieces.

We work so that you receive your order in the best possible state, so sometimes we decide to review the gold plating, make some adjustments, etc., which can lengthen the delivery times.

Whenever possible, please Indicate the date you need to receive your order.

CAN I MODIFY OR CANCEL MY ORDER?

Yes. You can modify or cancel your order as long as its status allows.

Please, contact us through the mail pedidosweb@cherubina.com, through WhatsApp (+ 34 686 003 941) or phone (+ 34 954 989 614) for more details.

DO YOU HAVE TOUCHED IN STOCK?

The stock corresponds to the availability of materials. Each headdress has to be handcrafted on request. Please keep in mind that this is a process that can take time.

Ideally, when making the purchase, we always communicate the date you need that your headdress is at home, and we will try to adjust to it.

CAN I RESERVE A GARMENT?

No. We only accept direct purchases.

In the case of orders with the "Pre-order" label, they will accept the purchase of products in advance, always with prior payment.

CAN I RENT A TOUCH / CHERUBINE PRESS?

We do not rent products, we only accept final sales.

HOW TO INCLUDE PRODUCT SPECIFICATIONS IN AN ORDER?

You can indicate any observations or specifications of the product (for example, in the case of customization) through the section "notes" that appears when processing the order.

We recommend that you indicate the deadline for receipt in that same space so that I can arrive without problems and on time.

WHERE CAN I FIND THE SIZE GUIDE?

You will find a direct link to the size guide on each product page, on the option «Add to cart ».

This size guide is a approach of the measures and is used generically for all products in the collection (dresses, overalls, bodies, skirts and pants).

WILL YOU PREPARE ORDERS FOR GIFT?

Yes. When making the purchase, in the section "notes of the order", you just have to indicate that you would like the order to be sent as a gift to its recipient, as well as any additional information that may be of interest.

THE PRODUCT DOES NOT HAVE MY SIZE OR IT HAS BEEN SOLD OUT, HOW CAN I GET IT?

Usually we usually make several repositions of dresses of the new collection, in addition to adding new ones little by little. The replacement period varies according to the model.

Either way, we offer the possibility to order any model from this collection or earlier on request, in the color and size you want. This would mean an increase in the price NO DISCOUNT of 25% and around the month for its preparation.

WHAT DOES THE PRICE OF A PRODUCT INCLUDE?

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

SHIPPING COSTS

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

Shipping costs for and outside the European Union are calculated depending on the country and the dimensions of the product purchased. In these cases they are delivered through agencies such as Fedex, UPS or SEUR

ORDERS WITH COLLECTION IN STORE

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

Since then, the purchased product (s) will be in custody for a maximum of two months. After this time, if the order has not been withdrawn, the cancellation and return will be made through a VALE with no expiration date corresponding to the amount of the purchase.

SHIPPING TO CANARY ISLANDS, CEUTA AND MELILLA

All shipments to the Canary Islands, Ceuta and Melilla will be made through Correos.

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 "notes / observations" section to expedite the submission process.

INTERNATIONAL DELIVERIES

We make sends to any part of 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 3 and 7 working days. For the rest of the world, delivery times may vary between 5 and 7 working days.

CUSTOMS

Customs expenses will run Always in charge of the recipient. These charges They are not included in the price of the product or in the 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 refunded.

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.

EXPRESS SHIPPING

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

DISCOUNTED 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 the new collection garments are sent in box.

Exchanges and returns - Online orders

CLOTHING RETURN

Since you receive your order at home you have a term of 48 natural hours to try it on and, if it does not convince you, receive the purchase refund Within that period, it is necessary that you express your intention to return it via email (ordersweb@cherubina.com) or by telephone.

  • 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.

RETURN OF TOUCHES, HATS AND PARTY ACCESSORIES

Due to the nature of the product, CHERUBINA articles, being manufactured expressly for each client upon request, do not allow exchanges or refunds.. In addition to headdresses, 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 us at ordersweb@cherubina.com, stylista@cherubina.com or call us at 954 96 96 14.

HOW TO MAKE A RETURN

Within 48 hours from receipt of the package, you must contact us to express your intention to return. Our email address ordersweb@cherubina.com is at your disposal 24 hours 365 days of the year, in addition, you can contact us at 954969614 on Mon-Fri from 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 suits you best,
  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.

HOW TO MAKE SIZE OR MODEL CHANGES

You have a period of 15 days from receipt of the order to make any change in size, color or model.

As always, you must notify us within the stated period of your intention to change. Our email address ordersweb@cherubina.com is at your disposal 24 hours 365 days of the year, in addition, you can contact us at 954969614 on Mon-Fri from 09: 00h to 17: 00h.

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.

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 and wrapped to avoid damage.

In the case of new collection dresses, the box you receive next to 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 packaging tape.

CAN I RETURN MY ORDER ONLINE IN PHYSICAL STORE?

Yes, we accept changes and returns of online purchases in our physical stores in Madrid and Seville. However, the refund of the amount will be made through the same payment method that was used in the purchase, never in cash.

You will receive the amount in your account in approximately 7 to 8 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 «PICK UP IN STORE»

Online orders with the option of “Store pick-up” are only returned for the amount of the purchase when the item purchased has been tested at the establishment on the same day of collection.

If an order has been withdrawn and tested at home, the return will only be effective for a VALE, no expiration date and for the amount of the purchase (only during the 15 calendar days after its collection).

RETURN OF A PURCHASE MADE WITH A "VALE"

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

RETURN BY TARE OR DEFECT

In CHERUBINA we work so that all the items we sell and ship are in perfect condition.

If exceptionally you have received a garment that presents any tare or damage, please contact us through the email address pedidosweb@cherubina.com or to the 954969614 phone number as soon as possible. Whenever possible, attach an image in which we can appreciate the tare.

Please note that after the term of the first 24 hours since receipt The order will not accept any claim due to defects or defects, and the item may be rejected for return.

CUSTOM DRESSES OR WITH CUSTOM 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.

Payment Information

WHAT ARE THE ACCEPTED PAYMENT METHODS?

We have the following payment methods: 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, Mon-Fri from 09: 00h to 17: 00h

IS IT SAFE TO MAKE 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.

WHY REASON 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 your order is placed, you will receive a confirmation email With all the information you provide when making the purchase. If you think you have not received it, please check the SPAM folder of your mail, or get in touch with us.

If you wish to modify any shipping information, please let us know as soon as possible via email pedidosweb@cherubina.com or to 954969614, on Mon-Fri from 09: 00h to 17: 00h.