Shipping and Returns — Teular Costumes
Shipping and Returns
All the information you need to ensure your costume arrives on time and in perfect condition. No fine print, no surprises.
🚚 Shipping throughout Spain
| Destination | Delivery time | Cost |
|---|---|---|
| Peninsula (Santiago de Compostela province) | 24 hours | From €4.90 — Free for orders over €60 |
| Rest of the Peninsula | 24-72 hours | From €5.90 — Free for orders over €60 |
| Balearic Islands | 2-4 days | From €9.90 |
| Canary Islands, Ceuta, and Melilla | 4-7 days (customs procedures) | Consult |
| Portugal | 3-5 days | From €9.90 |
| In-store pickup Santiago | 24 h — we'll notify you | Free |
Delivery times are approximate and apply once payment is confirmed. During periods of high demand (Halloween, Carnival, Black Friday), delivery times may be extended by 1-2 days due to courier saturation. We recommend ordering with ample time.
🏫 In-store pickup
If you live in Santiago de Compostela or are passing through, you can choose in-store pickup when placing your order. It's free, we'll notify you by email/WhatsApp as soon as it's ready (usually within 24 hours), and you can try on the costume before taking it.
Address: Av. de Vilagarcía, 29, 15706 Santiago de Compostela, A Coruña
🔄 Returns and exchanges
You have 14 calendar days from the receipt of your order to return or exchange any product, provided it meets these requirements:
- Unused and with original tags
- In its original packaging (bag or box)
- Without traces of makeup, sweat, or perfumes
For hygiene reasons, returns are not accepted for: underwear, masks, prosthetics, open makeup, and used wigs.
How to manage a return
- Write to us at teular@teular.com indicating your order number and reason.
- We will send you instructions by email within 24 business hours.
- You return the product by your preferred courier (return shipping costs are at your expense, unless it's our error).
- Once received and reviewed, we will refund the amount within 3-7 business days to the original payment method.
⚖️ Warranty and our errors
If you receive a product that is defective, damaged in transit, or not what you ordered, we will cover all return costs and send you a new one or refund the amount. Contact us within 48 hours with a photo of the product and packaging, and we will resolve it within 72 hours.
❓ Frequently asked questions about shipping
Do you offer urgent shipping for Halloween or Carnival?
Yes. For urgent orders on the peninsula, we offer 24-hour shipping with MRW or SEUR. If you're short on time, call us at 981 58 19 77 before placing your order, and we'll confirm which products can be shipped the same day. In the weeks leading up to Halloween (last week of October) and Carnival (February), we recommend ordering 5+ days in advance to avoid incidents due to saturation.
Can I change the size if it doesn't fit?
Yes, you can change the size within 14 calendar days, unused and with tags. Write to us at teular@teular.com with your order number and the new size you need, and we'll confirm real-time availability before sending the exchange. If the new size is no longer in stock, we'll offer a refund or a similar product.
Is shipping free?
Shipping is free for purchases over €60 on the peninsula. For orders below that, costs start at €4.90 (A Coruña province) and €5.90 (rest of the peninsula). In-store pickup in Santiago de Compostela is always free, with no minimum amount.
Do you ship to Portugal or the rest of Europe?
Yes, we ship to Portugal, France, Germany, Belgium, Italy, the Netherlands and the rest of the EU. The delivery time is 3-7 days depending on the country, and costs are calculated automatically when you enter the address in the cart. For large orders for companies or audiovisual production companies outside of Spain, contact us by email for a custom quote.
Which courier services do you use?
We work with MRW, SEUR, GLS, and Correos Express. We choose the best option based on your postal code and urgency. You will receive an email with the tracking code as soon as the package leaves Santiago. For urgent orders (24-hour shipping), we primarily use MRW or SEUR.
What if my order doesn't arrive?
If your order does not arrive within the expected timeframe, first check the tracking information we sent you by email — sometimes the courier attempts delivery and leaves a notice to pick it up at the office. If there are no updates after 48 hours past the deadline, write to us at teular@teular.com or call us at 981 58 19 77 with your order number, and we will make a claim directly with the courier. In case of confirmed loss, we will reship your order free of charge or refund the amount.
Who pays for the return if I want to exchange or return an item?
Return costs are at your expense if you simply changed your mind or need a different size/model. If the return is due to our error or a defective product, we cover all costs and will send you a new product or issue a refund at no extra cost.
📞 Questions? Contact us directly
Phone: 981 58 19 77 — WhatsApp: 604 058 186 — Email: teular@teular.com
We are available Monday to Saturday during store hours. During Halloween, Carnival, and Christmas periods, we extend our service hours.