Livraison gratuite en 24h/24 et 72h dans la péninsule ibérique pour toute commande supérieure à 250 €. Le premier échange de pointure est inclus pour les chaussures livrées dans la péninsule ibérique et au Portugal. Livraison gratuite dans la péninsule ibérique sous 24 à 72 heures pour toute commande supérieure à 250 €. Le premier échange de pointure est inclus pour les chaussures livrées dans la péninsule ibérique et au Portugal.

SHIPPING COSTS

SHIPPING COSTS

Shipping costs are calculated based on the destination provided in the order form:

  • Mainland Spain: Free shipping and the first size exchange is free for purchases over €250. Shipments via NACEX. Orders under €250 will incur a shipping fee of €4.50.

  • Balearic Islands: Shipping costs €18 (customs duties or applicable taxes are the customer’s responsibility). Shipments via NACEX.

  • Rest of Europe: Calculated at checkout.

  • Rest of the World: Email hello@thejimenas.com to find the most suitable shipping option.

Customs duties are not included in the price and must be paid by the buyer.

DELIVERY TIMES

Estimated delivery times:

  • Mainland Spain: 24–72 business hours (Orders marked as PRE-ORDER will be shipped on the date indicated in the item description).

  • Ceuta, Melilla, and Balearic Islands: 48–72 business hours (PRE-ORDER items will ship on the indicated date).

  • Europe: 7 business days (PRE-ORDER items will ship on the indicated date).

  • Rest of the World: 10 business days (PRE-ORDER items will ship on the indicated date).

During special promotions, new releases, holidays, or Christmas, delivery times may be longer. We recommend planning your purchases in advance.

IMPORTANT: PRE-ORDER items or custom orders will ship starting from the date indicated in the item description. NACEX will send a text notification when your order leaves our warehouse.

EXCHANGES

Can I request a size exchange?

The first size exchange is FREE and only available in Mainland Spain for footwear. For orders outside Mainland Spain, you must request a return and place a new order. We strongly recommend trying shoes on a soft surface (e.g., a dark carpet) to avoid damaging the soles. Shoes with marks, scratches, or damage will not be accepted for return or exchange. Customers must return the sandals in the same condition they were received and as they would like to receive them.

Exchange process:

Each order includes a card with instructions. To request an exchange, contact us at hello@thejimenas.com within 15 business days of receiving your order. Our hours are Monday to Friday (except local holidays in Madrid) 9:00–13:00.

To request a package pickup for an exchange, email us with:

  • Order number

  • Item reference to return/exchange (include link if reference is not found)

  • Confirm if delivery address matches pickup address and provide a phone number

  • Preferred pickup time

  • Specify whether you want an exchange or return (shipping fees will apply)

  • Reason for return (helps us improve our service)

Important: Jewelry items cannot be returned for hygiene reasons.
If requesting a model/color change or a second size exchange, this must be handled as a return, not an exchange.

Mainland Spain:
The first footwear size exchange is free within 15 business days. Subsequent exchanges or orders for a different model/color require a return and a new purchase. The courier will collect the previous size upon delivery of the new one.

Balearic Islands:
Contact hello@thejimenas.com. Size exchanges are not free and are treated as a return and new purchase. Refund is issued once the returned product is received in its original condition.

Europe & Rest of the World:
Contact hello@thejimenas.com. Size exchanges are not free and are treated as a return and new purchase. Refund is issued once the returned product is received in its original condition.

Note: Size exchanges are only possible if the product is in stock; otherwise, it will be refunded with applicable shipping fees.

RETURNS

Can I return a product?

Yes, returns are accepted within 15 days from the date of receipt. We recommend trying shoes on a soft surface to avoid damaging the soles. Shoes with marks, scratches, or damage will not be accepted for return or exchange. Customers must return sandals in the same condition they were received. The customer is responsible for package pickup and any return fees.

Return process:

Contact hello@thejimenas.com Monday to Friday, 9:00–13:00 (except Madrid local holidays).

Include in your email:

  • Order number

  • Item reference to return/exchange (include link if reference is not found)

  • Confirm pickup address and provide a phone number

  • Preferred pickup time

  • Specify if requesting exchange or return (shipping fees apply)

  • Reason for return

Important: Jewelry items cannot be returned for hygiene reasons.

Mainland Spain:
Once the package is received and verified (items must be in perfect condition and in original packaging), the refund will be processed within 2–7 business days. An automated email will be sent when processed.

A €9 fee per package will be deducted for return shipping (covering both outbound and return trips, €4.50 each).

If outbound shipping was paid by the customer, only return shipping (€4.50) will be deducted.

For size exchanges not kept, €18 will be deducted (two outbound and two return shipments).

Orders before 31/07/2025: Fee is €12 per package. €24 deducted for exchanges not kept.

Balearic Islands:
Once received and verified, refund processed in 2–7 business days.

Return fees: €36 if managed by us, €18 if using your own courier. Responsibility lies with the customer until we receive the package. We recommend using insured shipping.

Europe & Rest of the World:
Contact hello@thejimenas.com. Once received and verified, refund processed in 2–7 business days. Return shipping costs match the original shipping cost.

Using a different courier:
Allowed, but the customer assumes responsibility until delivery to our warehouse. Shipping costs for penalties apply. JIMENAS does not collect packages from third-party drop-off points.

Important notes:

  • Items remain your responsibility until received by us.

  • Try shoes on soft surfaces; leather soles are hand-dyed, protect light surfaces.

  • Shoes with marks or damage are not eligible for returns or exchanges.

  • JIMENAS reserves the right to reject returns outside the deadlines or not in original condition.

Refund timing depends on your bank, maximum 14 days. International transfer fees are customer responsibility.

Pre-31/07/2025 orders: Mainland Spain returns have a €12 fee. Post-31/07/2025: €9 fee.

For questions, contact hello@thejimenas.com

CANCELLATION POLICY

Can I cancel an order not picked up by the courier?
Yes, if not prepared in the warehouse. Fees apply depending on platform:

  • Own platform (Shopify): 1.8% + €0.30 per transaction

  • Other platforms: Shop Pay, PayPal, Apple Pay – fee varies; a screenshot will be sent before deduction.

Can I cancel an order already picked up?
No, customer must receive and return the order, incurring return shipping fees.

CLAIMS

For product issues, contact hello@thejimenas.com with clear photos. Artisans will verify.

  • If a manufacturing defect is confirmed, the item will be repaired or replaced.

  • Misuse by the customer is not covered.

  • Electronic commerce does not provide physical claim forms; download official forms from your regional consumer protection website.

RIGHT OF WITHDRAWAL

  1. Customers may return products within 14 calendar days from receipt.

  2. Request via email hello@thejimenas.com with subject “Product Return by Withdrawal” and order number.

  3. Only requests following this procedure are valid.

  • Refund includes purchase amount minus shipping costs and website fees (1.8% + €0.30 per order).

  • Customer bears return shipping costs.

  • Products must be returned in original packaging with invoice within 14 days.

  1. Jewelry items are not eligible for withdrawal due to hygiene.

  2. Items marked Archive Sale are non-returnable.