Door-to-door size exchange

If you are unsatisfied with the size of an item once you’ve received it, Encoded Barcelona offers you the option of exchanging the size at your address in a term of 14 days. These terms are valid as of the date on which you receive the order, provided that the garment has not been used or damaged. Jewelry cannot be exchanged.

Items cannot be exchanged for other articles or the same item in a different color. The same reference may only be exchanged for another size. In order to exchange an item for another article, you must first return it and then proceed to purchase the item you wish. The size exchange service will be limited to a single exchange per order and can include as many items in the order as necessary.

How to proceed:
1. Contact Support service by:
a) sending an e-mail to,
b) or enter to the Support service page on the site and leave a message in order to request a pick-up for the article(s) you wish to exchange.
2. Our agents will inform you of the size availability and send a courier to your address or office at the scheduled time, at no cost for you.
3. Return the article(s) for which you’d like a different size in the original packaging.
4. Our courier service will carry out the exchange of the article and provide you with the new size within the established time period.


You may exchange or return any article you purchase that is not to your complete satisfaction. You have a maximum period of 14 days from the date of delivery to notify us and return the unwanted item(s). Due to hygiene reasons, earrings may not be returned nor exchanged. Gift packs are indivisible and their items may not be returned separately.
It will not incur any return fees. However, we can withhold the refund until the goods have been received back or until a valid evidence of the return is provided, depending on which condition is met first.

Your right to cancel the contract shall apply exclusively to products that are returned in the same condition as you received them.

Request a Pick-Up

A courier service will collect the items you wish to return free of charge.

How to proceed:
1. Contact Support Service by sending an e-mail to in order to request a pick-up for the article(s) you wish to return.
2. Once your returns request has been confirmed, our courier service will contact you to schedule a day and time for pick-up that best suits your needs.
3. Pack your items:
Please remember to return all items in their original state and packaging, include this completed form in the package, and seal the box securely along with the security sticker provided.
4. Hand over the package to the courier:
Hand over the sealed package with your return(s) to the courier.


If you have paid for your order by bank transfer the number of the account where you would like to receive the refund must be indicated on the returns form.

The refund will be made into your bank account (if you have paid bank transfer) or your bank card (if you have paid by credit card, debit card or PayPal). Due to the administrative process of this method, the full reimbursement will take place in a timeframe of approximately 14 business days.

Right of withdrawal

The customer has the right to withdraw from the present contract within 14 calendar days without any need to give reasons.
The withdrawal period expires 14 calendar days from the date of purchase. The right of withdrawal does not apply to underwear whose safety seal has been broken after dispatch.

To exercise the right to withdraw, you must notify us of your decision to withdraw from the contract through an unequivocal declaration at or e-mail:

To comply with the withdrawal deadline, the notification in which you exercise your right to withdrawal simply needs to be sent before the corresponding deadline expires.

Consequences of withdrawal

In the case of withdrawal, we will refund the customer all the payments received after purchase, including the delivery expenses (with the exception of additional expenses arising from a decision by the customer to choose a delivery mode other than the least expensive ordinary delivery we offer) without undue delay and in all cases within 14 days of the date on which we are notified of the decision to withdraw from the present contract. We will process said refund using the same payment method used by the customer in the initial transaction, unless the customer has expressly stated otherwise. Under no circumstances will the customer incur any expense as a consequence of the refund.

We may withhold the refund until the goods have been received, or until the customer has presented evidence of their return, whichever condition occurs first.

The customer must return or deliver the goods directly without any undue delay and within 14 days of the date on which we are notified of the decision to withdraw from the contract. The deadline will be deemed complied with if the goods are returned before expiry of said deadline.
In order to proceed with the return of goods, customers can use the services which Encoded Barcelona places at their disposal, such as: free returns to stores or free home collection.

Purchase warranrty

The legal guarantee of the products offered by Encoded Barcelona is established in Royal Decree 1/2007 of 16 November, approving the revised text of the General Law for the Protection of Consumers and Users.

Encoded Barcelona will be liable for any lack of conformity of products that become apparent within two years from delivery.

The products offered on this website have been selected from the Encoded Barcelona collection and therefore they maintain the same quality status and warranty as the items on sale in other establishments.

Each season, Encoded Barcelona photographs all items on sale to show them as authentically as possible. However, items may be subject to minor variations depending on the color calibration of your monitor.