There are several procedures in order to make exchanges to or return items, with the characteristics and conditions described as follows:

1. Exchanges: an exchange is considered to be the replacement of an item for another.

2. Returns: there are two types of returns:

• Returns due to faults or defects in the item. 
• Returns due to a personal decision of the customer, that shall be designated as returns due to withdrawal.

For any procedure to request an exchange or return it is indispensable to be in possession of the document specified as follows:

• At the physical shop, the sales ticket must be presented. 
• Through the online shop, the document attached to the delivery must be duly completed (document for return and withdrawal). 

Any item returned must include its original packaging in the same conditions in which it was delivered. In any case, no items may be returned or exchanged if they do not include their original packaging, nor if they are customized items or hair wear, with the exception of items with faults or defects.

Exchanges or returns made at the physical shop:

• Conditions: the procedure to exchange or return items (either due to faults or defects or due to withdrawal) must be made within 30 calendar days after receipt of the order.
• Cost: exchanges or returns at the shop do not carry any cost for the customer.
• Procedure: you only need to go to the shop at the City of Culture located at the Museum Centro Gaiás in Santiago de Compostela and present the original sales ticket or the invoice received with the order.

Exchanges or returns requested through the online shop:

• Conditions: the procedure to exchange or return goods (either due to faults or defects or due to withdrawal) must be made within 15 calendar days after receipt of the order. Exchanges may only be made for another color and/or size of the same SKU.
• Cost: exchanges or returns due to fault or defect carry no cost for the customer. In case of exchanges of size and/or color, and in case of returns due to withdrawal, the customer must pay for the shipping costs incurred in this procedure. 
• Procedure: Please contact us through our customer service to notify us of your decision to exchange or return an item. You must download and fill the withdrawal form in case of a return. The customer must send the goods via registered mail using whichever shipment parcels and models that enable to record and trace the contents and value thereof all the way to the destination. The exchange or return must be made within 30 calendar days from receipt of notice. Once the return is approved by having verified the state of the goods (items must include their original inner labels and packaging in perfect condition) you will receive a confirmation e-mail stating that the amount paid for the product and the shipment costs for its return included will be refunded to your account within a few days, in the case of items returned due to fault or defect. Please remember that the credit to your account will depend on your bank. In case of exchanges of size and/or color, or returns due to withdrawal, the customer shall bear the shipping cost thus incurred and such cost will be added to the amount to be paid for the original purchase.

Orders delivered to the Canary Islands, Ceuta and Melilla and international deliveries follow the same conditions and procedures with the exception of the cost involved. In case of exchanges of size and/or color, or returns due to withdrawal, the customer must bear any applicable customs charges. In case the customer does not collect the order once it has reached customs, the customer shall also bear any costs incurred for returning the order to the sender.

Please note: Cidadedacultura.org reserves the right to reject returns that are communicated or sent after the time frame set has lapsed, or items that are not in the same condition in which they were received.