Frequently asked questions
Answers to the questions you ask us most. If you can't find yours, message us on WhatsApp: we reply quickly.
Orders and shipping
How long will my order take to arrive?
We prepare and ship your order the same day if it's placed before 14:30. Delivery to mainland Spain usually takes 24-48 hours on working days from dispatch. As soon as it ships, you'll get an email with the tracking number.
How much is shipping? When is it free?
· Mainland Spain: FREE from €49 (below that, €4.90).
· Balearic Islands: FREE from €69 (below that, €6.90).
· Italy: FREE from €75 (below that, between €4.90 and €7.90 depending on your order total).
· Canary Islands, Ceuta and Melilla: €13.95.
· Netherlands: FREE from €100.
You'll always see the exact amount before paying, at checkout.
How do I track my order?
From the Track your order page, using your order or tracking number. You'll also find the link in your shipping confirmation email.
I live in the Canary Islands, Ceuta or Melilla. Is there anything I should know?
Your order travels as an international shipment (€13.95) and may go through customs: any local fees or taxes are paid by the recipient. Message us on WhatsApp with any questions before you order and we'll look into it together.
Do you ship outside Spain?
Yes: right now we also ship to Italy and the Netherlands, and we're expanding to more European countries. If your country doesn't appear at checkout, message us and we'll let you know as soon as we open there.
Products and sizing
How do I choose the right size for my dog?
Every product page has a weight-based size finder, and there's a full size guide with neck and chest measurements. Breeds and weights are only a guide: if you're torn between two sizes, measure your dog and message us on WhatsApp. We'll help you in minutes.
How do I wash the products?
In the washing machine, at 30°C maximum, inside a laundry bag for delicates. Air dry them away from direct sunlight, with no bleach and no tumble dryer. Machine washing is better than hand washing: hand-washed items stay wetter and the buckle wears out sooner.
What are the accessories made of?
High-quality neoprene with a padded lining, a metal carabiner with a 360° swivel and safety buckles. Designed in Ibiza with your dog's comfort in mind (and their human's style).
Exchanges and returns
Can I exchange or return my order?
You have 30 days from delivery. You can start your exchange or return on our returns portal and read the full terms in our return policy. Handling costs are covered by the customer.
What if I receive a defective or incorrect item?
Message us on WhatsApp with a photo and your order number and we'll sort it out as a priority. It rarely happens, but when it does, we fix it fast.
Payments
Which payment methods do you accept?
Visa, Mastercard, American Express, Maestro, PayPal, Bizum, Klarna (pay in 3 interest-free installments), Apple Pay, Google Pay, Samsung Pay, Shop Pay and Union Pay. Payments are processed through Shopify's encrypted checkout: 100% secure.
Can I use more than one discount code?
Only one discount code can be applied per order.
Eternity Kit and more
I have questions about the Eternity® Kit
The Kit has its own space, with the care it deserves: on its page you'll find each piece with its FAQs, the step-by-step guide and the usage warnings.
How can I contact you?
On WhatsApp (+34 679 54 52 77): it's where we can help you best and fastest, person to person. You'll find all the details on our contact page.
I have a shop. Can I sell Huellas de Ibiza?
We'd love that! Tell us on WhatsApp or at info@huellasdeibiza.com and take a look at our official stockists.