FREQUENTLY ASKED QUESTIONS (FAQ)
WHAT MAKES O.SUR FOOTWEAR SPECIAL?
At O.SUR, we follow the philosophy of manufacturing products using traditional, artisanal processes, which gives the product a special look inspired by Mediterranean values.
O.SUR products are exclusive. We design our collections and handcraft them in Spain using top-quality materials under rigorous processes and in compliance with European Union regulations. O.SUR performs quality controls throughout the entire production process.
We offer seasonal and permanent collections of urban footwear for women and men, respectively. At the heart of the range, you can also find unisex models. This is an urban product that fully reflects an original, relaxed, urban context.
WHAT PRODUCT WARRANTY DOES O.SUR OFFER?
All our products undergo quality controls and are guaranteed against manufacturing defects for a period of 3 years from the date of delivery. The warranty covers any manufacturing, design, or material defects, although the lack of conformity must be reported within 2 months of receiving the item. The warranty only covers defective products; it does not cover impacts, improper use, or other cases not attributable to a supplier defect or a defect in the product. During the warranty period, the CUSTOMER may return the product, and we will proceed with its repair or replacement. These repairs will be free of charge for the user, who will be responsible for the costs necessary to remedy the lack of conformity of the products and shipping costs, as well as costs related to labor and materials.
If you have any questions, please contact our Customer Service team by email at shop@o-sur.com . Your inquiry will be answered as soon as possible.
WHICH COUNTRIES DOES O.SUR DISTRIBUTE TO?
We ship to customers throughout the European Union, as well as Andorra, Switzerland, and Norway. We also ship to the US and Japan.
At the moment, we do not serve outside of the aforementioned countries, although we aim to do so in the near future.
We ship to Spain (Peninsula, Balearic Islands), Andorra, Portugal, France, Germany, Italy, Ireland, Holland, Belgium, Poland, Austria, Sweden, Denmark, Bulgaria, Cyprus, Croatia, Slovakia, Slovenia, Finland, United Kingdom (temporarily out of service due to Brexit restrictions), Switzerland, Greece, Hungary, Norway, Czech Republic, Romania, Latvia, Lithuania, Estonia, Luxembourg and Malta
CAN I FIND O.SUR PRODUCTS IN PHYSICAL STORES?
At this time, purchases are only possible through our online store www.o-sur.com.
SHOP AT THE O'SUR STORE
HOW CAN I PLACE AN ORDER IN THE O.SUR ONLINE STORE?
Purchasing at www.o-sur.com is very simple; just select the model you like best and add it to your shopping cart. Then, complete the details to process your order.
Or alternatively, log in to your account if you already have one. Simply enter your email address and password, click Authentication, and then select the desired product(s) and follow the required purchase steps.
WHAT IS THE GIFT CARD?
This is the way to give O.SUR gifts. Simply choose the card with the amount you want to give, and when we confirm the order, we'll send you an email with a discount code that you can use on a future O.SUR purchase. It expires after 12 months and is valid for all products on the website.
WHAT DO I DO IF I HAVE BEEN GIVEN A GIFT CARD?
Copy the discount code. Go to "Men's Footwear" or "Women's Footwear," select the model and size, and add the product to your cart. At checkout, you'll see a box that says Coupon Code. Paste your code in the space provided. VERY IMPORTANT: Validate it by clicking "Update." If the amount of your purchase is greater than the amount on your gift card, you'll only have to pay the difference.
HOW CAN I KNOW MY SIZE?
It's easy! Just go to the page of the shoe you want to buy, visit the "Size Guide and Tips" section, and follow the instructions.
It's very important that you do this, as this will help you avoid ordering sizes that don't fit you and the costs associated with returns.
WHAT CAN I DO IF MY SIZE IS NOT LISTED?
It's possible that the size of the model you're looking for is out of stock. In this case, similar products will appear, from which you can choose one that fits your size.
The chosen size must always appear on the order, otherwise the O.SUR store will not allow the order to be processed.
IS IT NECESSARY TO REGISTER TO PLACE AN ORDER?
It's not required; you can complete your order without registering, or you can register properly. This is more convenient for future purchases, as your addresses and information will be saved, except for your payment details, which you'll have to enter again for each purchase.
Your information can always be modified in "My Account" (except for payment details, which we repeat will only be entered at each purchase and will not be stored).
HOW DO I REGISTER IN THE O.SUR ONLINE STORE?
To register at www.o-sur.com, go to "My Account" and then "Register." You'll be asked for your information to expedite the purchasing process.
WHAT ADVANTAGES DO I HAVE WHEN REGISTERING ON O.SUR.COM?
Registering at www.o-sur.com has the advantage of making your purchase easier without having to enter all the details (address, phone number, email, etc.) and will offer other benefits in the future.
Do O.SUR product prices include VAT?
Prices quoted in the O.SUR store include VAT.
IF I MADE A MISTAKE WHEN ENTERING MY DETAILS DURING THE PURCHASE, CAN I MODIFY THEM?
If you notice a mistake when entering your personal information during your purchase, please write to us at shop@o-sur.com and let us know. We will correct it as soon as possible.
CAN I CANCEL MY ORDER ONCE IT HAS BEEN CONFIRMED?
If for any reason you wish to cancel your order once it has been placed and confirmed, please contact us at shop@o-sur.com. We will cancel your order and refund you within the next 5 days, provided it has not been shipped or is in the hands of the logistics operator. If the order is already in the hands of the logistics operator, we will let you know. In that case, you must request a refund once it has been delivered.
WILL O.SUR REPLACE THIS MODEL SOON?
If a model is out of stock and you want to know if it will be restocked in the near future, we recommend that you contact us at shop@o-sur.com so we can inform you whether it will be remanufactured or not.
IF MY ORDER IS A GIFT, WILL THE RECEIVER SEE A NOTE OR INVOICE?
The invoice is not included in the package received.
IF I HAVE A DISCOUNT CODE, HOW DO I USE IT?
Once you've selected the desired product and added it to your shopping cart, you can enter your discount voucher in the field provided before confirming your purchase.
PAYMENT METHODS
WHAT PAYMENT METHODS CAN I USE TO MAKE MY PURCHASE?
You can use Visa, Visa Electron, Mastercard, and PayPal without sharing your financial information with us, using your bank's payment gateway with ours.
Through PayPal, you can link your credit card to your PayPal account, so you don't have to enter your card number or address every time you make a purchase.
HOW DO WE GUARANTEE THE SECURITY OF YOUR PAYMENT? IS THE PAYMENT INFORMATION YOU PROVIDED AT THE TIME OF PURCHASE STORED?
Payment through our website is very secure, as we use an SSL security certificate to protect your personal data and card information.
In this sense, confidential payment data is transmitted directly and encrypted to the corresponding financial institution.
Furthermore, for greater security, O.SUR never has access to confidential information related to payment methods.
For this reason, we require your payment information every time you place an order, as we do not store it.
Specifically, O.SUR uses the Secure Electronic Commerce (CES) protocol of the Visa (Verified by Visa) and MasterCard (MasterCard SecureCode) card systems.
This system enables secure purchases by authenticating the buyer as the legitimate owner of the card they are using. You can only purchase by entering a secret code sent to your mobile phone, which will authorize the purchase you are making at that moment. If you don't enter this code, you won't be able to complete the purchase with your card. This makes online fraud more difficult and ensures secure transactions with the virtual POS.
SHIPPING CONDITIONS
HOW MUCH DO I HAVE TO PAY FOR SHIPPING COSTS?
Free shipping to: MAINLAND SPAIN. We do not charge shipping costs for size exchanges (up to one exchange per order) or returns.
Shipping costs for ANDORRA, BALEARIC ISLANDS, FRANCE AND PORTUGAL are €5/shipment.
And the shipping cost for the following countries is €15/shipment
Germany, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Greece, Holland, Hungary, Italy, Ireland, Latvia, Lithuania, Luxembourg, Norway, Poland, Romania, Slovakia, Slovenia and Sweden.
Shipments that may be generated in those states outside the European Union included in the list may be subject to additional costs (import taxes, customs duties and/or fees applied by the authorities of each country) which must be borne by the buyer.
Shipping costs for SWITZERLAND, USA, CYPRUS and MALTA are €60
Shipping costs for JAPAN are €100/shipment
WHEN WILL I RECEIVE THE PRODUCT?
- Spain (Peninsula): 2 to 4 business days
- Spain (Balearic Islands): 3 to 5 business days
- Portugal: 3 to 4 business days
- Rest of Europe: 3 to 8 business days
- USA: 7 to 15 business days
- JAPAN: 7 to 15 business days
HOW CAN I KNOW WHEN I WILL RECEIVE MY ORDER AND WHAT IS ITS STATUS?
Our distribution is handled by the logistics operator SEUR in Spain and Portugal. In the remaining EU countries plus Andorra, Switzerland, and Norway, distribution is handled by its parent company DPD.
Once your order has been validated by O.SUR—of which you will receive confirmation by email—and is in the hands of Seur/DPD, the company will send you an initial message informing you of the delivery date and time slot.
In turn, Seur/DPD will send you a second message informing you that it is in delivery.
You can check the status of your order from "My Account." If the order has already been sent to the logistics operator, you can also (in addition to "My Account") check the shipping status by entering the order number in the following SEUR link: http://www.seur.com/livetracking/?segOnlineIdentificador .
WHAT HAPPENS IF NO ONE IS HERE AT THE TIME OF DELIVERY?
Deliveries are made Monday through Friday, from 9:00 a.m. to 7:00 p.m. If you are not reached the first time, a second delivery attempt will be made. The carrier will contact you in advance to arrange either a delivery time or for the customer to collect the package at the corresponding carrier branch.
If delivery is impossible on this second attempt, your order will remain in storage at SEUR/DPD (shipping company) for 10 days, awaiting your pickup, after prior notification. After this deadline, if you have not picked up your order, it will be returned to our warehouse and O.SUR will send you an email to inform you of the final delivery process. Shipping costs will be your responsibility.
EXCHANGES AND RETURNS
WHAT IS THE WITHDRAWAL PERIOD YOU HAVE AS AN O.SUR CUSTOMER FOR YOUR PURCHASES?
You have up to 8 calendar days from the date of receipt of your order to exchange, return, and file claims, except in the case of defective quality, in which case you have 20 calendar days from the date of receipt.
We accept returns for a refund within 8 days if the product does not meet your expectations for any reason or due to shipping errors, provided the product is returned in perfect condition without damage due to use, stains, scratches, or bumps (with the box, tag, and accessories in original condition).
CAN I ALWAYS EXERCISE THE RIGHT TO RETURN?
You can return the item free of charge as long as the items you want to return are in perfect condition and meet the following requirements:
- They must not have been used or damaged and must not show any deformation, signs of use, wear, tears, scratches or stains.
- They must be in their original box with all packaging and accessories included (including laces, tags, removable soles, and anything else that may have been included).
- They must be returned within a maximum of 8 calendar days from receipt of the order.
WHAT STEPS SHOULD I FOLLOW TO RETURN A PRODUCT FROM MY ORDER?
Contact us using the form found at the bottom of our website, fill in the necessary information, and tell us the reason for your return.
You will receive an email confirming that we have received your request with a reference number.
If your return request meets the conditions and is accepted, a credit will be issued to the card you used to make the purchase.
This will be a credit for the cost of the product, less the cost of shipping the order (see shipping costs), unless the reason is due to defective quality or a shipping error on our part. In this case, we will assume the cost of shipping and the refund will be returned to the card you used to make the purchase.
Under no circumstances will O.SUR accept returns sent postage due.
The collection company is SEUR or DPD depending on the country.
HOW DO I KNOW THAT MY ORDER HAS BEEN ACCEPTED AND WHEN WILL I RECEIVE MY REFUND AMOUNT?
As soon as we have verified that the returned product meets the return requirements and subsequently approved it, you will receive a confirmation email indicating the amount to be credited to the bank card used to make the purchase.
Remember that the time it takes to receive a credit card payment always depends on the bank.
WHAT SHOULD I DO IF I WANT TO EXCHANGE ONE SIZE FOR A DIFFERENT ONE?
Contact us using the form found under "Contact" on our website. Fill in the necessary information and indicate that the reason for the exchange is a size change.
If you need to exchange your shoes for a different size, you have 8 calendar days from receipt of your order to make the exchange.
You will receive an email confirming that we have received your request with a reference number.
We'll process the exchange without any shipping costs, and you won't need to place a new order (as long as it's your first size exchange).
There is only one condition for accepting a size exchange for the same model: the shoes must be in perfect condition (as must the box, tag, and accessories) and must not have been worn, stained, deformed, or damaged.
WHAT SHOULD I DO IF I DETECT A QUALITY ISSUE AND REQUEST A RETURN FOR THAT REASON?
Contact us using the form found under "Contact" on our website. Fill in the necessary information and tell us the reason for the return, in this case, quality issues.
Describe the quality problem or incident and attach a photo.
If you need to return a product due to quality issues, you have 2 months from receipt of the order to return it.
You will receive an email confirming that we have received your request with a reference number.
Once the items are received, our quality department will analyze the product and confirm whether or not they accept the claim of a quality defect, which is O'SUR's responsibility. If so, we will offer you either another pair of shoes or a refund of the order amount, at your discretion.
Remember that none of the following cases will be considered quality defects under the responsibility of O'SUR: excessive use or wear, scratches, marks, stains that appear during use.
WHAT ARE THE SHIPPING CONDITIONS FOR EXCHANGES AND RETURNS?
For SIZE CHANGES we do not charge shipping costs for the first exchange of the same order (all countries)
For RETURNS we refund the amount of the item, if you have paid shipping on your order in case of return said shipping amount will not be refunded.
In the case of returns due to quality reasons, O'SUR will assume the cost of transportation for collection and delivery to our warehouse.
Payment for shipping must be made online, and in the event of a refund, it will be deducted from the shipping cost.
Under no circumstances will O'SUR accept returns sent postage due.
The collection company is SEUR or DPD depending on the country.
INFORMATION AND CUSTOMER SERVICE
Is it possible to receive regular email updates about O.SUR news and offers?
Yes, just sign up for the newsletter at the bottom of our website and you'll receive all the latest news from O.SUR.
To sign up, leave your email address at the bottom of our website.
You can unsubscribe at any time.
I'M HAVING PROBLEMS ACCESSING THE WEBSITE OR MAKING A PURCHASE.
In this case, please send an email notifying us of the problem to shop@o-sur.com
WHO DO I CONTACT TO SOLVE A PROBLEM WITH MY ORDER?
You can submit all your inquiries online by logging into your user profile. You can check the status of your order directly via the link to the logistics operator that appears on our website.
WILL O.SUR REPLACE THIS MODEL SOON?
If a model is out of stock and you want to know if it will be restocked in the near future, we recommend that you contact us at shop@o-sur.com so we can inform you whether it will be remanufactured or not.
CAN I RECEIVE THE PACKAGE AT AN ADDRESS OTHER THAN MY HOME?
Yes. Once you authenticate with your email and password, you can modify and add any postal addresses you want in the "Add New Address" tab.
HOW DO I GET AN INVOICE IN THE NAME OF MY COMPANY?
You must contact customer service ( shop@o-sur.com ) to provide the necessary tax information.
