Frequently Asked Questions

I haven’t received my purchase confirmation.

The confirmation of your purchase is sent immediately to the email address you provided. Please check your Spam, Junk, or other folders in your email, as it may have ended up there. If you still cannot find it, please provide us with your full name and contact phone number through any of our support channels so we can review it together.

Why does the confirmation end up in Spam, Junk, or Other folders?

Your email security filters messages from frequent contacts differently from completely new ones, which often go to secondary folders. You can add us as a contact or check that our responses are delivered to your main inbox.

I’ve received my order number, what should I do next?

Once you have received your order number, you just need to wait for our email with the tracking number so you can check the status of your order. Please note that the generation is automatic, and when you receive it, the Correos system may not be updated yet. We recommend trying to check again in the next 5 business days.

I received my tracking number, but there’s no information, or it appears as non-existent or lost.

As mentioned in point 3, the tracking number you received was generated automatically, so it may not be updated on the official platform. We provide indicative search platforms to track the movement of your order. We recommend starting the tracking in the following business days.

Where are my orders shipped from?

We ship via Correos. You can track your order number at https://www.correos.es/es/es/herramientas/localizador/envios. In your first search, you may see information such as “pending deposit,” “pre-registered,” or others. Don’t worry; this is the default information when created. You’ll be able to get more delivery and/or estimated information in the following business days.

Why haven’t I received my order?

If we have confirmed the order number and tracking number, it means your order is in process, and we are adhering to the established times. If you have any doubts, you can read our shipping and related information at http://bit.ly/correostracking. If we are outside the established time frames, do not hesitate to let us know your concern with your order number at hello@youandyourbrands.com.