Frequently Asked Questions
How can I check the status of my order?
Log in to our website with your username and password, click on the "My Account" section, and then go to "My Orders." You will find information about the status of your order.
However, if you have any questions, please contact our Customer Service by filling out the form you will find by clicking on "Contact", on WhatsApp +34 682 597 779 or by writing to us at info@37lovers.com
How can I return an item purchased on the 37 Lovers website?
Returns and exchanges
In the case of orders delivered in Spain (Peninsula) or the Balearic Islands.
To make returns and exchanges on orders, you must follow the following process:
- You have a maximum of 30 days from the delivery of the order to make a return or exchange.
- You must send an email to info@37lovers.com , with the following details:
Order numbers (appear in the emails they send you when you make the purchase).
Please indicate the product you wish to return, if there are several in the order.
Reason for return.
- Put the product back in its original box and wrap it well.
- We will send you a label to drop off the order at a post office.
- We will process your return and refund within the next 10 business days from when we receive the package at our warehouse. We will send a confirmation email once the refund has been processed.
- Return shipping costs €6, which will be deducted from the refund amount via the same method used for the transaction.
If you notice an error in the shipment or product quality issues, it is essential that you send an email with photos of the defect or problem to info@37lovers.com. In this case, the return will be free of charge, and the customer can choose to receive the correct product or cancel their order and receive a 100% refund.
We will not issue a refund if, upon arrival at our warehouse, it is found that the product has been used.
Orders delivered to other countries
To make returns and exchanges on orders, you must follow the following process:
- You have a maximum of 30 days from the delivery of the order to make a return or exchange.
- You must send an email to info@37lovers.com , with the following details:
Order numbers (appear in the emails they send you when you make the purchase).
Please indicate the product you wish to return, if there are several in the order.
Reason for exchange or return.
The customer is responsible for shipping the package and will bear all costs. We will not take responsibility for the package until it arrives at our warehouse.
We will process your return and refund within the next 10 business days from when we receive the package at our warehouse. We will send a confirmation email once the refund has been processed.
For more detailed information on shipping and returns, please visit our Purchase Conditions section.
I've found a website with a name similar to the 37 Lovers websites. How can I make sure that buying from it isn't risky?
The only official websites of 37LOVERS are www.37lovers.es and www.37lovers.com.
We strongly urge you not to purchase products through imitation or fake websites, and to send us the link to such websites, if you find any, to info@37lovers.com
How can I exchange a product or a size?
You can return your order as explained in the purchase conditions and place another order on our website with the desired model and size. If you send us the new order number by email to info@37lovers.com before we receive your return at our warehouse, we will process a full refund of the returned order amount, minus the €6 return shipping cost . This applies to the first return.
What do I do if I receive a defective or incorrect item?
In the exceptional case that you have received a defective or incorrect product, the process is the same as if it were a return, with the difference that 37LOVERS will refund the amount of the product and the shipping costs (in the case of shipping costs, these will only be refunded when the return is made by the means provided by 37LOVERS, and not in the case that the customer hires another courier service on their own).
However, please contact our Customer Service team by writing to info@37lovers.com . We will get back to you as soon as possible.
How do I contact Customer Support?
You can fill out the form you will find by clicking on "Contact", via WhatsApp at +34 682 597 779 or write to us at info@37lovers.com .
Where can I buy online?
You can buy online in mainland Spain and the Balearic Islands, as well as in the following countries:
Germany, Austria, Belgium, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, France, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Portugal, Czech Republic, Romania and Sweden.
For any other location, please contact customer service ( info@37lovers.com).
Can I modify or cancel my order?
Once your order has been confirmed, we cannot cancel or modify it. You can return any unwanted items by following the return instructions, or place a new order if you wished to add more items to your purchase.
How can I pay for my purchases on the 37 Lovers website?
You can pay for your online purchases with credit/debit card, Bizum, PayPal and other services provided by Shopify.
We are working daily to be able to offer you other payment methods.
Is it safe to buy from the 37 Lovers website?
37LOVERS guarantees that it will treat all payment information with complete security and confidentiality. The card details used for payment are transmitted using SSL encryption. This solution ensures the secrecy of the communication through a dialogue using encryption keys.
In what languages is the 37 Lovers website available?
It is available in Spanish and English.
How can I recover my password?
In the login window you can click on Recover my password.
Can I request an invoice?
To receive your invoice, please contact us at info@37lovers.com
When I click on "Process order" the price of the items in my cart changes, why is this?
This is most likely due to a cookie issue and your device's IP address. To resolve the problem, we suggest the following actions:
1. Clear your browser's cache and cookies
2. Access the 37LOVERS website using the same device (computer, tablet or mobile phone) from an incognito or private browsing window (the name varies depending on the browser you use).
3. Access the 37LOVERS website from another device (for example: if you were using a computer, please try from your mobile phone).