In this section you can find answers to the most frequent questions you might have when browsing our website.
1. Account
1.1. I have forgotten my user name, what do I do?
Your user name is your email address
1.2. I have forgotten my password, what do I do?
Don’t worry. If you forget your password, click on “Log in” in the top right corner of our webpage, and on the following page, click on the link “I have forgotten my password”. Simply enter your email address and you will automatically receive an email with instructions for changing your password and creating a new one.
1.3. How do I change my personal details?
Enter “My account” and update any personal data that you wish to change. Click here and we will take you there. :-)
1.4. Can I unsubscribe from the newsletter?
O course you can, although we will be sad to see you leave. You can unsubscribe by clicking on the link “cancel newsletter” at the bottom of every newsletter.
1.5 For what do you use the personal information of my account?
We might use your personal data to send you information about our new collections and special offers throughout the year. Visitors and customers of www.tiralahilacha.com have the right to access, modify, change and delete any personal information at any time. If you which to cancel your account or contact us, send an email to info@tiralahilacha.com.
2. Orders
2.1. How can I make an order?
You can make orders 24 hours a day, 7 days a week. It is a very simple and straightforward process, but if you have any questions during the order process, you can call us at +34 865 596 971 between 9am and 2pm and between 5pm and 8pm, Monday to Friday, and we will be happy to help.
Once you have selected the products and the shopping cart has been confirmed, the order process consists of the following four steps:
- Please make sure that the colour, size, quantity etc. of each product is correct.
- You have to register and you need to be logged in when placing an order. If you don’t have an account, you can create one here.
- Pick the transportation option that suits you best.
- Choose the payment method and then revise your order and make sure all details are correct. You can choose optional gift wrapping if you like and write something into the commentary field. Your order is ready to be confirmed now. We will send it to you as soon as possible.
2.2. How do I know what my size is?
You can check our size guide by clicking here. For collections from 2016 onwards, measurements of each size are specified in the description of every product.
2.3. Is the product I want to order available?
The availability of each product is shown on the product page. When preparing your order, we check the quality of the product and might occasionally find faults, which means we won´t be able to send you the product. If the product is not available, we will notify you by email.
2.4. Can I change an order that is already being processed?
If we have not started preparing your order, you are still in time! Contact us as soon as possible at info@tiralahilacha.com.
2.5. How do I know if I have successfully completed my order?
Once you have finished your purchase, you will receive a confirmation email where you can check all the details of your order. We will send you email notifications informing you about each step of the progress of your order.
2.6. Where can I see my order history?
You can see all orders you have made so far by clicking here.
2.7. How long will it take to process and send my order?
We usually send our orders on the same day (working day) they were placed. As soon as you order is ready to be shipped you will receive a shipment confirmation email. Normaly you'll receive your order between 4 and 10 days for orders out of Spain and 1 to 3 days inside Spain.
2.8. How do I use my promotion code?
If you have a promotion code, enter it in the space provided at checkout, next to “promotion code”. Don’t forget to click “OK” to validate the code. Promotion codes can only be used once per person and are not refundable.
3. Payment
3.1. What payment methods can I use?
Following payment methods are available: Visa, Visa Electron, Pay Pal and bank transfer.
3.2. Are payments by card secure?
The short answer is yes! ;)
If you prefer the technical explanation: in order to ensure that our customers have a secure and enjoyable shopping experience, tiralahilacha uses rerdsys technology and Pay Pal where data is encrypted via SSL. It is impossible to detect your data in the internet while the transaction is being processed. For payments with secure electronic transactions, only Visa and MasterCard are accepted. After verifying that your card is part of the SET system, your bank will get in touch with you in order to authorise the payment. Once we receive the authentication from the bank, the payment will be released. If the card is not authorised, the order will be canceled.
4. Shipment and Delivery
4.1. Where does Tiralahilacha ship?
We ship worldwide!
4.2. Shipment options and prices
Free delivery within Spain (Peninsula) for orders over 100€. Free delivery for international orders over 150€. Delivery costs for all other orders are automatically calculated depending on the weight and destination of the parcel. In order to see delivery prices, place an item into the shopping cart and then continue to the last step of the order process, where the exact delivery costs will be displayed.
4.3. How can I check the status of my order?
If you want to check your order status, simply log in and go to the section “my orders”. You can also use your order reference number (for example: AEWDGSE) together with your postal code on the website of your chosen transportation company.
4.4. How long does it take for my order to arrive?
We usually send our orders on the same day (working day) they were placed. As soon as you order is ready to be shipped you will receive a shipment confirmation email. Normaly you'll receive your order between 4 and 10 days for orders out of Spain and 1 to 3 days inside Spain.
4.5. What happens if there is nobody to receive the order?
Our transport partners will leave a delivery note in your letter box. If the parcel is not picked up within 15 days, it will be sent back to Tiralahilacha.
4.6. How will my order be packed?
All our orders are thoroughly revised and then packed in Tiralahilacha packaging. If the parcel your order was sent in, has been opened, don’t accept it and send it back to us. You can then place a new order.
4.7. Do you offer gift wrapping?
For 4€ we will wrap your present with great care and include a handwritten note.
4.8. What should I do if something is missing or is damaged?
If there is a problem regarding the content of your order, please contact us as soon as possible at info@tiralahilacha.com.
5. Exchanges and Returns
5.1. Can I return items I bought online?
If for some reason you are not satisfied with the items you bought and would like to return them, we will be happy to offer you a refund or an exchange. Please check out the terms and conditions for returns here.
5.2. How many days do I have to return items?
After we receive the confirmation that your order has been delivered to you, you have 7 days to inform us if you want to return anything. Any items you don’t want to keep, should be sent back to us within 15 days. Please check out the terms and conditions for returns here.
6. Organic Cotton
6.1. What exactly is GOTS?
The Global Organic Textile Standard (GOTS) is the worldwide leading textile processing standard for organic fibres, including ecological and social criteria, backed up by independent certification of the entire textile supply chain. The aim of the standard is to define globally recognised requirements that ensure the organic status of textiles, from harvesting of the raw materials through environmentally and socially responsible manufacturing. You can read more about GOTS here.
The “Fair Trade” logo, ensures that all processes are regulated and working conditions and rights of the workers are being respected. Tiralahilacha organic cotton items are manufactured in a “Fair Trade” certified factory.
6.2. How should I look after my organic cotton clothes?
Wash at maximal 30º, we recommend washing with cold water. We recommend you use ecological detergent for the washing machine or hand wash, in order to avoid contaminating the water. We believe that the little gestures are important. We further recommend ironing on the reverse side. Don’t use bleach. Don’t dry-clean.
6.3. How are the organic cotton items printed?
In order to be respectful to the environment, to our skin and to the workers involved in printing our organic cotton, only water-based, low-impact and GOTS certified dyes are used. This means that the dying and printing process is made without azoic type dyes, without formaldehydes and without heavy metals. In addition, the greater part of the water is cleaned and then used again in the printing process of more organic cotton fabric.
6.4. Are your printed items handmade?
The clothes are manufactured using various techniques. Some of the prints are done by hand using serigraphy. This is why there can be a certain degree of irregularity in some of the patterns. Others are made by using rotary printing machines.