Frequently asked questions

We recommend that you create an account to access exclusive areas and services dedicated to our customers.

1. Select the item size on the product page.
2. Add the product to your shopping cart.
3. Access the cart by clicking the icon in the upper right corner.
4. Select the shipping method.
5. Enter the shipping and billing information, if different.
6. Enter payment information.
7. Verify that the information entered is correct.
8. Click continue and finalize your order by clicking "buy."

Within a few minutes, you will receive an email with the order confirmation.
Once your package leaves our warehouse, you will receive another email with a tracking number so you can check the shipping status, its location, and the estimated delivery date.

On each product page, you will find a drop-down menu called "Size Guide," where you can consult our conversion table to identify the size that best suits you. If you still have questions, please do not hesitate to contact us at customerservice@bibilou.es;
we will be happy to advise you.

If the size is not suitable when you receive your order, you can always request an exchange following our exchange and return policy.

If any of our products are identified as "pre-order," it means that the model is not yet in stock, but we will receive it soon, and you can reserve it through our website.

The estimated delivery time may vary depending on the item and will be specifically indicated on each product page. However, the model is usually available within approximately 14 days.

If your order includes at least one pre-order product, it will be shipped complete when all items are available. If you need to receive available products sooner, please contact our customer service team at customerservice@bibilou.es

If a product or size appears as unavailable when selected, you can subscribe to our stock replenishment notification.

To do so, select the desired size and click on "Notify me when available." Then, enter an email address where we will automatically notify you when the item is back in stock for purchase.

We accept all major payment cards, as well as PayPal, Apple Pay,
Google Pay and bank transfer.

You will be charged in the same currency as the prices are displayed in the
checkout area. The total order amount includes only the cost of the
products and shipping costs.

Bibi Lou has the most advanced security systems to protect your
payment details, in order to guarantee the complete security of all
transactions.

Orders can be canceled as long as they have not been shipped. If you wish to cancel, please contact us at customerservice@bibilou.es

If the order has already been processed in one of our warehouses or shipped, it cannot be canceled.

• Spain (ES), Portugal (PT) - Free Shipping
• Belgium (BE), Germany (DE), France (FR), Italy (IT), Netherlands (NL) - €5.00
• Rest of the European Union (EU) - €15.00
• Rest of the World (ROW) - €35.00

Estimated delivery times are:

• Spain and Portugal | 1-2 business days
• Rest of Europe | 2-4 business days
• Rest of the world | 4-6 business days

During sales or promotional periods, shipments may experience delays.
Orders placed using bank transfer as payment will require an extra day for processing.

You will receive an email with a tracking number once your order has left our warehouse. Enter that number on the carrier's website and track it.

Yes! You can now pick up your online order at any physical store. It's completely free, just make sure to select the in-store pickup option during checkout.

Yes, we deliver to pick-up points. Just make sure to select this option during checkout.

If your order has not yet been shipped, it is possible to change the delivery address. We recommend that you contact us as soon as possible at customerservice@bibilou.es to manage it.

Once the order has been shipped, it is no longer possible to make changes to the address details.

You can request a replacement of purchased items only within the first 30 days of receiving the package, provided that the items are unmarked, in their original, undamaged box and bag, and have been tried on a carpeted surface. Otherwise, the exchange may not be accepted.

To exchange for a different size/model, you must place a new order. Once the new order is placed, 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 send a courier to deliver your new order, and you must give the courier the old size, placing the invoice inside the box.

Once we receive it at our facilities, we will proceed with your refund.

The free size or model exchange will apply only once per order and only to those made within the European Union.

If you wish to make a return, you must send the package back to our offices in Paterna (Valencia) using the shipping company of your choice. Remember to include a copy of your order invoice, as well as the completed form, to expedite the identification process and subsequent refund.

Shipping costs are borne by the customer. We recommend choosing certified shipping. If the package is returned with shipping costs due, that amount will be deducted from the total pending refund. The return address is:

Navima Brands
Ronda Narcís Monturiol, 23-25
46980 Paterna, Spain.

Returns must include a copy of the invoice and the completed return form. Both documents are inside your order package. This will allow us to correctly identify your order and understand the reason for the return.

Returns are not accepted for accessories such as socks, bags, or other similar items.

Products that have been used or show signs of wear cannot be returned either.

For footwear, it must be tried on a carpeted surface and must be returned unmarked, in its original box and bag, and in perfect condition.

If the product does not meet these conditions, the return may not be accepted.

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 banking institution.

Refunds are issued only for the amount of the product returned. Original shipping costs and any additional shipping-related costs are non-refundable.

For international shipments, if the order generated tariffs, import taxes, or other customs charges, these costs cannot be refunded, as they correspond to procedures external to the purchase process.

Any issues concerning products purchased through any of Bibi Lou's official sales channels must be reported exclusively via email to customerservice@bibilou.es

For the claim to be processed, the customer must provide:

• Clear photographs of the product and the detected issue.
• The order number, invoice, or any other documentation proving the purchase through an official Bibi Lou channel.

Bibi Lou can only manage issues arising from purchases made through its official sales channels. Issues related to products purchased in multi-brand stores, authorized distributors, marketplaces, or other points of sale must be processed directly with the establishment where the purchase was made.

Furthermore, the product subject to the claim must remain available to Bibi Lou at all times during the issue evaluation process. The company may request the item to be sent to its facilities for any necessary physical inspection.

Consequently, the customer must not dispose of, destroy, repair, modify, or alienate the product before the completion of the claim evaluation. If the item has been discarded or cannot be made available to Bibi Lou for inspection, the company will not be able to verify the product's condition or determine the origin of the issue and, therefore, reserves the right to reject or dismiss the claim.

The resolution of any issue will be subject to the review of the provided documentation and, where applicable, to the physical inspection of the product by Bibi Lou.

To preserve the quality of your footwear, clean it regularly with a soft cloth or delicate brush to remove dust and dirt. In case of stains, use cleaning products suitable for the material. Avoid prolonged exposure to water, humidity, or direct heat. Always store your footwear in a cool, dry place, preferably inside its protective bag, and avoid contact with rough surfaces, sharp objects, or fabrics that may transfer color.

For material-specific recommendations, please refer to our footwear care guide.

We currently do not offer repair service for our products. However, if any piece or bead has come off, you can write to us at customerservice@bibilou.es, indicating your order number and attaching the necessary photos.