Frequently Asked Questions

I am an existing Custo Barcelona customer and can no longer access my account on your website. What should I do?

Custo Barcelona has recently migrated its online shop to a new platform: shop.custobarcelona.com.

During the process, the customer accounts created on the previous website were not migrated onto the new website shop.custobarcelona.com

If you had an account on the previous website, you will need to create a new one on shop.custobarcelona.com/customer/account/login

The new account area on shop.custobarcelona.com will offer you extended options and services as well as a user-friendly experience.

Don’t worry: if you have a pending enquiry with us, it will be processed as per usual by our Customer Service, even it relates to an order made on the previous website.

If you have a question about your pending order (shipping, exchange, refund, complaint), please don’t hesitate to contact our Customer Service. You will find all our contact details from the link Contact Us at the bottom left of the page.


Can I shop in the Custo Barcelona online shop from anywhere in the world?

The Custo Barcelona online shop has worldwide coverage and the products on offer are delivered to countries all over the world.


How can I shop?

It’s really easy!

A. SELECTING AN ITEM

Select the item and the size required and press “add to basket". You can carry on shopping or go to your Shopping Bag to view the items that you have selected.

B. SHOPPING BAG

Your Shopping Bag lists all the items you have added across the website. On that page, you can easily delete items, add new ones, change the quantity ordered.

If you have a Gift Card or a Discount Code, you can also enter them at this stage and redeem a gift card or key in a discount code. Our Shipping and Tax estimator allows you to work out your shipping costs and taxes associated with your order.

C. CHECKOUT

If you are happy with the items in your Shopping Bag, have entered all your gift card and/or discount code options should you have any, and are ready to order them, click on “PROCEED TO CHECK OUT”.

1. Checkout method:

If you have not logged in beforehand a screen will appear offering you to choose either to log in, register or checkout as a Guest.

When you register as a new customer, you will be able to proceed through checkout faster when making a future purchase, check the status of orders and view past orders, make changes to your account information, change your password and store alternative addresses. In order to register, you will need to complete your personal details, invoicing details as well as delivery information.

When you choose to checkout as a Guest, you will need to enter the same information as per above, but you will not be registered and will not benefit from our online account features.

2. Billing information

If you are logged in, simply select the relevant billing address from the drop down menu or enter a new billing address if necessary.

If you are checking out as a Guest, enter your full billing address here.

3. Shipping information

If you are logged in, simply select the relevant shipping addresses from the drop down menu or enter a new shipping address if necessary.

If you are checking out as a Guest, enter your full shipping address here.

4. Shipping method

Depending on your shipping address you will be offered one or several shipping methods. Select the appropriate shipping method here.

5. Payment information

You can choose to pay for your order by Credit/Debit Card or via Paypal. In both cases you will be redirected to our secure third party payment page once your order is placed.

6. Order review

This is your last chance to review your full order before confirming it. Make sure all your details are correct. On the left hand side of the screen you will find the list of items included your order, the total amount about to be charged, and on the right hand side you will find the billing and shipping information. If you are entirely happy with your order, click on PLACE ORDER. A new browser window will open redirecting you to our secure third party payment page.

The payment details entered on this page will be processed securely by our partner and Custo Barcelona will never keep your payment details.

In the event that any of the items from your order are out of stock or if there is any incident at the time of shipping, we will refund your credit card with the corresponding amount.

Custo Barcelona reserves the right to reject any operations made by credit card. In this case we will proceed to reimburse the amount to the original card.

For more information please read our full Terms and Conditions.


How do I know which is my size?

Alongside the size selection for the product you will find a help guide that shows you a table with our size equivalents for different size systems.

Also we want to make sure that what you order fits you well, choose the garment type that you want to purchase and we will indicate the measurements for each size.


How can I pay for my purchases on Custo Barcelona’s online shop?

Our secure payment partner Moneybookers accepts a variety of credit and debit cards including Visa and MasterCard. Once your payment details have been checked and approved the charge will be made online, in real time via Moneybookers’s payment gateway. For more information see our general Terms and Conditions.


Is it safe to buy on the Internet?

To give you the most secure E-commerce payment methods, Custo Barcelona uses Moneybookers, a third party payment provider. Moneybookers ensures all information is secure, confidential and the payment is sent directly in encrypted form (SSL) to the relevant financial institution.

Please see our Terms and Conditions for more details.


Confirmation of orders

When we have received your order we will send you an E-mail confirmation to the E-mail address that you provided. When your order has been sent you will receive an E-mail from our shipping service company that will contain the tracking number assigned to your package. In the event you do not receive the order confirmation, please contact us.


Despatch: delivery time period

Our aim is to send your order within 24 hours of receiving it and obtaining the credit card payment authorization. Should there be any problem with this, we will try to contact you within 24 hours. The timescales do not include weekends or local bank holidays in Barcelona - Spain. In these cases, the orders will be sent the following working day. The transport and the shipping of the orders from Custo Barcelona will be made through a carefully selected shipping service company.


What happens I am not at home when the order arrives?

Deliveries are made Monday to Friday during office hours. An exact delivery time cannot be arranged. The messenger will try to deliver the package for three consecutive days, each time leaving a notification with a free telephone number to contact the relevant shipping service company. After the third attempt, the shipping service company will deposit the package in its warehouse and Custo Barcelona will send you an E-mail or will call you to indicate how you can finally take delivery. If in spite of everything the shipping service company cannot make the delivery, the package will be returned at the cost of the customer to the Custo Barcelona warehouse.

We recommend you provide us with a postal address where it is easy to find you. A safe delivery address could be your workplace, in which can please specify your Name, Company, Office and if necessary the number or name that appears in the intercom, the internal number and whether there is a reception.

ATTENTION: only provide this information if you are permitted to receive personal objects at your workplace.

The delivery costs are calculated according to the country of destination, the purchased items and the type of delivery. The shipping costs are detailed at the Order Review step of the Checkout Process.


What is a tracking number?

A tracking number is assigned to every order despatched out of our warehouse. You will find this number in the E-mail sent by our shipping service company. Always use this number when you want to get in touch directly with the relevant shipping service company or to check the progress of your delivery.


Payment of import taxes and/or custom fees

If the delivery address relates to a country outside the EU, it could be that importation taxes and fees are applied and charged when the consignment arrives at the country of destination. The addressee must pay for any additional customs charge. It must be taken into account that the Customs policies vary greatly from one country to another. This is why Custo Barcelona advises its clients to contact the local customs office if they need further information. You are reminded that international consignments are often subject to inspection by the customs authorities.


What is the policy for refunds and exchanges?

Our aim is to make sure that you are totally satisfied with the purchase you have made. If for any reason you are not satisfied with the product that you have purchased you can return it within ten (10) days from the date you received it from Custo Barcelona

To return your order you should request a return form from our Help Center.

The products should be returned in the following conditions:

  1. a) You must not have used, washed or damaged it.
  2. b) You must keep the original label.
  3. c) You must return it in the original wrapping.
  4. d) Send the package to:

CUSTO-BARCELONA
E-Commerce DPT.
Dpto. e-commerce
XXL ONLINE, S.L
C/Enric Granados 32, interior
08008 Barcelona (España)



How do I contact you if the item has a fault?

If you find out that the item you have received has a fault please contact us by telephone or E-mail.


How can I contact you?

For any kind of doubt, query or suggestion, please do not hesitate to contact us:

via our contact form available on the "Contact Us" tab at the bottom of every page of the website

  • by e-mail: info@custo-barcelona.com
  • by post: CUSTO - BARCELONA, Dpto. E-Commerce, XXL ONLINE S.L., C/Enric Granados 32, interior , 08008 Barcelona (España)

Our customer service office hours are from Monday to Friday workdays 9:00 to 18:00 (CET). The languages covered by the telephone service are Spanish, English and French.


What are cookies?

To improve the purchase process on shop.custobarcelona.com we use cookies, small information files that are stored on the hard disk of your computer. Cookies do not store personally identifiable information, but they allow us to follow the progress of your order whilst you purchase from our website. For example shop.custobarcelona.com uses cookies to save the information about your shopping bag, in such a way that you can always navigate through the different pages without losing said information. The cookies also allow us to view and keep information about the use that you are making of our website. The information that we collect helps us to locate your order and to improve the design of our website, our products, services, competitions and promotions and in general the shopping experience.


I live in North America, Australia or Japan, who should I contact?

Please visit shop.custobarcelona.com/us/en and contact sales@custo-barcelona-shop.com in you have any queries.