FREQUENTLY ASKED QUESTIONS (FAQ)
In O'SUR we follow a philosophy of manufacturing which respects traditional and artisanal methods, giving our products a special look inspired on mediterranean values.
O’SUR footwear is exclusive. Our collections are fully designed by us and manufactured by suppliers in Spain using first quality materials, following strict testing processes, which comply with European Union regulations. O'SUR performs its own direct production quality control.
We offer seasonal and permanent collections of urban footwear both feminine and masculine. At the center of the assortment you will also find "unisex" models. Our products are "urban-look" fully identifying with an original relaxed lifestyle.
We perform rigorous quality controls during the manufacturing process. However, in the unlikely event of any deffect in quality, O'SUR offers a quality guarantee against any potential manufacturing defects during a period of 30 calendar days, counting after the date of reception of the product.
The mentioned warranty does not include cases; such as any damage resulting from wear and tear, improper use, deformation, external blows or spots and stains caused once the product is in the hands of the customer.
If you have any questions on the subject, please contact our customer service via email firstname.lastname@example.org. Your query will be answered as soon as possible.
We ship orders to customers throughout the European Union, Andorra, Switzerland and Norway. We also ship orders to USA.
At the moment, we do not deliver outside of the mentioned countries although we expect to do so in the near future.
More specifically we serve and ship orders from Spain, Andorra, Portugal, France, Germany, Italy, Great Britain, Ireland, Netherlands, Belgium, Poland, Austria, Sweden, Denmark, Bulgaria, Croatia, Cyprus, Slovakia, Slovenia, Finland, Switzerland, Greece, Hungary, Czech Republic, Romania, Latvia, Lithuania, Estonia, Luxembourg and Malta.
At the time being it´s only possible to place orders for our products through our on-line store www.o-sur.com
SHOPPING IN THE O’SUR INTERNET STORE
Placing a purchase order in www.o-sur.com is very simple. You just need to select the item that you intend to order and add it to the shopping cart.
The next step is to continue adding the requested data prior to processing your order.
Alternatively, you may sign into your personal account if you already have an account with us.
All you have to do is enter your email address and password, click on authentication and from there on, select the desired product(s) and follow the required steps for the final purcse.
It is very easy! You only have to enter the page corresponding to the shoe that you wish to acquire, visit the section "Size Guide and Tips", and then follow the advice. It is very important that you do so, in order to avoid ordering a size that does not match your footsize subsequently incurring in avoidable return costs.
It is possible that the size of the desired model is out of stock. In such a case, you will see that similar products appear on the screen, from which you will hopefully be able to pick a model with the right size for you.
The chosen size of the ítem selected should always be shown in the order; otherwise the O’SUR web store will not allow concluding your order.
No it is not necessary. You can place an order either without registering as a customer, or alternatively by doing so, which is more comfortable for future purchases, as your data and address will be registered, except for the payment data which you will need to enter again in every act of purchase, for reasons of securit, given that we don´t keep any payment data.
Your personal data can always be changed in "My Account”
In order to register in www.o-sur.com you just need to go to "My Account" and then to "sign up", agreeing to submit the registration form.
Subsequently we will ask you for specific information useful for the facilitatation of the purchasing process.
Registering in www.o-sur.com has the advantage of facilitating order processing and potentially other future advantages.
Yes, prices quoted in the O'SUR website include VAT
If you realise that you have made a mistake when entering your personal data after submitting your purchase order, please write to us at email@example.com informing us of the nature of the mistake and we will do our best to take care of it as son as possible.
If for any reason you wish to cancel your order once it has been confirmed, please write to firstname.lastname@example.org and we will cancel your order proceeding to reimburse your payment within the following 5 working days, provided that the shipment order has not been transferred to the logistics company.
If the order is already in the hands of the logistics company, we will inform you to your declared email address and in that case, you will need to apply for a return with refund once the order has been delivered to your address.
If a model is out of stock and you wish to find out if it will be available again some time in the near future, we suggest you write to us at email@example.com enquiring if we intend to replenish it from the supplier, or not.
The invoice is not included in the shipment package.
Once you have chosen the desired product item and you have added it to the cart, you can enter your discount voucher in the marked field, before confirming the purchase order.
MEANS OF PAYMENT
You may use Visa, Visa Electron, Mastercard and Paypal without having to share financial information with us but just with your bank in each transaction.
By using Paypal You can link your credit card to your PayPal account, so that you do not have to enter your card number or address every time you shop with us.
Payment through our website is safe under high security standards, as we use the SSL “secure payment certificate” to protect your personal data and credit card information.
More specifically O'SUR uses the Secure Electronic Commerce (SEC) of Visa (Verified by Visa) and MasterCard (MasterCard SecureCode).
In this respect, payment-related confidential data is transmitted directly and in encrypted form to the corresponding financial entity. In addition in order to increase your safety O'SUR has no access to any confidential information concerning your means of payment.
For this reason, any customer's payment data is required each time you place an order, given that it is not stored.
Such a secure system makes the execution shopping safe, by authenticating the buyer as the legitimate owner of the card you are using.
You can only execute purchase orders by entering a secret key number that you will receive in your mobile phone, which authorizes order processing.
If you do not enter the povided key number, you will not be able to complete the purchase with the card.
Under this procedure potential fraud in the network is hindered following high security standards for transactions when using a virtual POS.
Shipments orders and collection costs for the first change or return are free for the following countries:
Spain, Balearic Islands, Portugal, Andorra, France, Germany, Italy, Great Britain, Netherlands, Poland, Austria, Hungary, Czech Republic and Luxembourg
Shipment costs for USA and Cyprus 35€/shipment For size changes we won’t charge again for the transport. For returns, cost transport will not be refunded.
For the following countries, shipment cost: 15€/shipment For size changes we won’t charge again for the transport. For returns, cost transport will not be refunded.
Switzerland, Ireland, Belgium, Slovakia, Slovenia, Canary Islands, Greece, Sweden, Denmark, Finland, Norway, Bulgaria, Croatia, Romania, Latvia, Lithuania, Estonia and Malta.
Shipments with destinations such as Spain´s special regime zones (Canary Islands, Ceuta, Melilla) or to non-EU member states included in the list, could be subject to additional charges (import duties, customs rights) applied by local authorities, in which case, they would be under the responsibility of the client
- Spain (Peninsula): 2 to 4 working days
- Spain (Balearic Islands): 3 to 5 working days
- Spain (Canary Islands): 3 to 6 working days
- Spain (Ceuta and Melilla): 3 to 6 working days
- Portugal: 3 to 4 working days
- Rest of Europe: 3 to 8 working days
- USA: 3 to 15 working days
Our deliveries are performed by the logistics company SEUR in Spain and Portugal. In the remaining EU countries as well as in Andorra, Switzerland and Norway we deliver through its parent company DPD. Once your order has been validated by O'SUR - of which you will receive confirmation by email - and it has been transmitted to SEUR-DPD, the logistics company will send you a first message informing you of the expected delivery date and time window.
Subsequently SEUR-DPD will send you a second message informing you that your delivery is under way.
You can check the status of your order through “My Account”.
If the order has already been transmitted to the logistics company you can also (in addition to “My Account”) check the status of your shipment by entering the order number in the following SEUR link: http://www.seur.com/livetracking/?segOnlineIdentificador.
Deliveries are made Monday through Friday from 9.00 AM to 19.00 PM.
In case the company responsable for executing the delivery does not reach you on the first attempt, there will be a second delivery attempt. In the segond case, the carrier company will contact you in advance in order to agree on a delivery time or alternatively on leaving the package at a an agreed company pick-up point.
Should the delivery be impossible in the second attempt, your order will remain on deposit in the offices of SEUR-DPD (the logistics company) during 10 calendar days waiting for you to pick up your shipment, prior notification to you.
Once ten days have gone by if you have not picked up your shipment, it will be returned to our central warehouse in which case O'SUR will send you an email informing you of a new proposed date and time-window for delivering the shipment to you. In such a case the shipping expenses will be charged to you
CHANGES AND RETURNS
O'SUR will be responsible for managing changes and returns.
You have up to 14 calendar days for any changes, returns and claims from the date of receipt of the order, except in the case of brand-related product defects, in which case you have 30 calendar days from the date of reception of the order to request a return or change of product.
In general we accept returns within the 14 calendar-day period after receiving the product whenever the product does not satisfy your expectations and/or due to errors in shipments, provided the product, box and accesories are in the original state and condition (i.e. not having been used, physically affected in any way, deformed nor damaged in any way).
Not always. Only when the item to be returned is in its original condition (i.e. in the same condition as when delivered to you) and therefore meets the following requirements:
- The product must not have been used, damaged or deformed in any way (i.e. showing no signs of being deformed, use, wear, tear, scratching nor stains).
- Must be in its original box with the packaging and accessories included in the box. (including beads, labels, and any other removable sole that has been included).
- The product must be returned within the 14 calendar day period since delivery.
Please contact us via the appropriate form, which you can find in the lower part of our web page, after filling in the necessary data and indicating the reason for your return.
You will subsequently receive an email confirming that we have received your request with a reference number. In the event that the return request complies with the above stated conditions and is accepted, the original charge made on your credit card will be refunded via the bank.
A credit will be made to the price paid for the product deducting freight costs paid (see shipment costs) for the order except for when the cause of the return is related to an accepted product quality claim and/or to errors in shipments, in which case O’SUR will assume the cost of return collection, through crediting your card charge, via your bank.
Under no circumstance will O'SUR accept returns, under a freight collect regime.
The logistics company is SEUR or DPD, depending on the country.
As soon as we have verified that the returned product complies with the requirements for returns and we have accepted such a return for good cause, you will receive a confirmation email, in which we will indicate the amount to be reimbursed to the credit card with which you made the purchase (via the bank).
Please bear in mind that the time for disposing of the reimbursed amount once the crediting of your charge has been made, will depend on your bank
Please contact us via the form you will find by going to "Contact" on our web site, filling in the necessary data and indicating that the reason for the change is a change in size.
You have up to 14 calendar days since the moment of receiving the order in order to make the size change.
You will receive an email confirming that we have received your request with a reference number.
We will then proceed to manage the change without any shipping costs charged to you without you having to submit a new order (provided only one change of size is made).
There is only one condition for accepting the change: the shoe pair you intend to return must be in the original state condition (as well as the accessories and box) without any signs of use, damages, deformation nor stains.
Please contact us via the form you will find by going to "Contact" on our web site, fill in the necessary data and indicate the reason for the return, in case of quality problems please describe the nature of the problem or quality incidence and attach a photo.
If you want to return a product due to perceived quality problems you have up to 30 calendar days from reception of the product to return it.
You will receive an email confirming that we have received your request including a reference number.
Once the returned items have been received, our quality department, will analyze their state and subsequently report back to you informing whether it accepts (or does not accept) your claim regarding deffectuous quality under our responsiblity, as well as the reasons, in either case.
In case a quality problem which could be under our responsiblity is identified, we will offer you the options of sending you another pair of sneakers or alternatively refunding the amount paid, based on your preference.
Please remember that none of the following circumstances will be considered quality defects under our responsiblity: signs of forced or excessive usage, tearing, scratches, marks and spots having appeared during usage.
In the case of changes in size we do not charge collection rates for the first change corresponding to a given purchase order.
In case of returns for reasons other than quality-related claims accepted by O’SUR we refund the amount corresponding to the product, but not the transport cost paid.
In the case of returns for product or service-related quality reasons, O'SUR will assume the collection cost for the return of product to our distribution center.
The payment of collection costs for returns not free of collection costs (quality and first change of size) must be carried out through our web site. In the event of a refund such a collection payment will be deducted from the refund.
Under no circumstance will O’SUR accept returns under freight rate collect.
The logistics company is SEUR or DPD, depending on the country.
CUSTOMER INFORMATION AND CUSTOMER CARE
You only need to register for the Newsletter at the foot of our web site, and you'll receive all the information on latest developments in O'SUR just providing your e-mail address.
You can unsubscribe whenever you want.
If you have any problems accessing our website, please send an e-mail notifying the nature of the problem to firstname.lastname@example.org
Consultations on the status of your order can be made directly through our website by entering “My Account” (and accessing a link with the logistics company)
If a model is out of stock and you want to know if it will replenished again, it is advisable to write to email@example.com.
Yes. Once you have introduced your email address and password, you will be able to modify and/or add the addresses you want in the tab "Add New Address".
Please write to customer care (firstname.lastname@example.org) in order to facilitate the necessary fiscal data.
HOW TO TAKE GOOD CARE OF MY O´SUR FOOTWEAR?
In order to preserve O’SUR footwear, you must always keep the shoes in fresh-aired places free of moisture.
Bearing in mind that our shoes are made with fine leather and tissues, it is advisable to allow the shoes to rest during a similar length of time to the duration of your last usage, allowing materials to breathe and release the concentration of moisture, caused by usage when walking.
In order to remove accumulated dirt, it is sufficient to use a dry and clean cloth.
The cloth should be moistened with water, dry cloth and applied in circular movements on the surfaces to be cleaned, making sure you cover the whole shoe.
In case of hard stains caused by liquids or wear it is not advisable to apply any type of product which could aggravate the magnitude of the stain.
There are special cleaning products in the market but these must be used under the responsibility and following manufacturer instructions.
For further details, we recommend that you refer to the page on “How to take good care of my O’SUR footwear?