Shipping & Returns
a. How long will my order take to arrive?
Estimated delivery times are:
- Spain and Portugal | 1-3 business days
- Rest of Europe | 2-4 business days
- Rest of the world | 4-6 business days
During sale periods or promotions, shipments may experience delays
b. Where can I check the status of my order?
You will receive an email with a tracking number once your order has left our warehouse. Enter that number on the provider's website to locate it.
c. I ordered the wrong size/model, can I exchange the product?
You can request a replacement of purchased items only within the first 30 days from receipt of the package, provided that the items are unworn, in their original, undamaged box and bag, and have been tried on a carpeted surface. Otherwise, the exchange may not be accepted.
To exchange a size/model, you must place a new order. Once it is done, you must write back to us informing us of both order numbers, the new one and the old one.
After receiving your email, we will manage the shipment of your new order as well as the return of the original order.
Once we receive it at our facilities, we will proceed with your refund.
Free size or model exchange will be applied only once per order and only to those placed within the European Union.
d. How do I make a return?
If you wish to make a return, you can send the package back to our offices in Paterna (Valencia) via the transport company of your choice. Remember to include a copy of your order invoice, as well as the duly completed return form, to expedite the identification process and subsequent refund. This form is inside the box of each order.
Return shipping costs are borne by the customer. We recommend sending via certified service. If the package is returned freight collect, the corresponding amount will be deducted from the total to be refunded.
The return address is:
Navima Brands
Ronda Narcís Monturiol, 23-25
46980 Paterna, Spain
Alternatively, you can return your order at any of our Lola Cruz Boutiques in Madrid, Barcelona or Valencia, by presenting your order information.
e. How much does shipping cost?
| Spain, Portugal | ES, PT | Free Shipping |
| Belgium, Germany, France, Italy, Netherlands | BE, DE, FR, IT, NL | €5.00 |
| Rest of the European Union | EU | €15.00 |
| Rest of the world | ROW | €35.00 |
f. When will I receive my refund?
The maximum time to process a refund is 20 business days from the receipt of your return. The crediting period for credit cards depends on your bank.
g. Can I cancel my order?
You can cancel the order as long as it has not been shipped. If you wish to cancel, please contact us at customerservice@bibilou.es
If it has already been processed in one of our warehouses or shipped, neither cancellation nor a change of address will be possible.
h. Please note:
Orders placed outside the European Union may be subject to tariffs, import taxes, or other customs charges upon arrival in the destination country. These costs are not included in the product price or shipping costs and must be paid by the customer to the local customs authority before delivery.
Bibi Lou will not be responsible for refunds if the order is not delivered due to failure to meet the aforementioned customs requirements. Furthermore, it will not issue a full refund for the order: any expenses or costs derived from the customer's non-acceptance of the shipment will be deducted from the original amount to be refunded.
In case of obvious pricing errors, the company reserves the right to cancel the order before shipping, fully refunding the amount paid.
Returns made outside the 30 calendar days from the receipt of the order will be subject to review and will not be refunded through the usual procedure.
Should the return be accepted, a gift card for the amount of the returned items will be offered, which can be used on our website for a period of 6 months from its issue date.