Frequently Asked Questions FAQ
Do you have any questions before buying or need help with your order? Here you will find answers to the most common questions. If you don't find what you are looking for, write to us at info@alvaforkids.com or via WhatsApp at 915 23 23 99.
Orders and shipping
Where do you ship?
We ship from our store in Madrid to Spain, the European Union, and other international destinations. Check the details in our shipping policy.
Some especially heavy or bulky products are not shipped to all destinations. Shipping availability is automatically checked when you enter your delivery address during checkout. And if you have any questions, write to us: we will be delighted to help you.
How much does shipping cost?
The amount is calculated during checkout and you will be able to see it before finalizing the order. In the Spanish mainland, shipping is free on orders from €59. This promotion does not apply to other destinations.
How long will my order take to arrive?
Estimated times are 24–48 business hours for the Spanish mainland and 3–7 business days for the Balearic Islands, Canary Islands, Ceuta, and Melilla. For international destinations, the time varies depending on the destination. Customs, high-demand campaigns, or transport issues may extend these times.
Orders placed on business days before 12:00 are processed that same day; those placed later and on weekends, the next business day.
How can I track my order?
When it leaves the store, you will receive an email with the tracking number. If you have any questions about the delivery, write to us indicating your order number so we can check it.
Can I pick up my order at the store?
Yes. You can choose free pickup at our store at Calle San Andrés 17, in Madrid. We will notify you by email when it is ready: wait to receive that notice before coming and bring your order number.
Can someone else pick up the order for me?
Yes, someone else can pick it up in your place. They will only have to state your name and present the order confirmation email. Remember to wait for our notice that it is ready for pickup before they come.
Can I find the discounted and outlet items in the physical store?
Outside the sale season, discounted and outlet items are not available in the physical store, as we keep them in our warehouse. You can buy them online and choose store pickup: we will go get them from the warehouse and, in approximately 24 hours, we will have them ready for pickup. We will notify you as soon as they are prepared; wait to receive our notice before coming.
Where can I check the information about customs?
If your order is going to the Canary Islands, Ceuta, Melilla, or outside the European Union, check the customs section of our shipping policy before buying.
Exchanges and returns
How do I request an exchange or return?
Our policy offers 30 calendar days from the receipt of the order to communicate the request. Write to us at info@alvaforkids.com or via WhatsApp at 915 23 23 99 with your order number and we will explain the steps. Check the full conditions in our exchanges and returns policy.
What if I need another size or prefer another color?
Contact us indicating the item and the size or color you need. We will check the available options and help you manage the exchange.
How do I send the item back to you?
For exchanges or returns due to size, color, or preference, you can bring it to the store, ship it yourself, or request a Correos label. The label costs €6, which is deducted from the refund or added to the exchange settlement.
The item must be unused, in perfect condition, with its original tags and with the original packaging if it had one. Write to us before sending it to coordinate the process.
What do I do if the order arrives damaged, incomplete, or with a defective product?
Contact us as soon as possible and include your order number and photos of the product and the package. This way we can review what happened and help you with the solution. You will find the details in our shipping and returns policies.
Help choosing
Can you help me choose a size or a product?
Of course! Tell us which item you are interested in and what you need to know. We will help you with questions about sizes, measurements, or features so you can choose with more peace of mind.
Where is your store?
You will find us at Calle San Andrés 17, 28004 Madrid, in the Malasaña neighborhood. If you want to check a product before coming, you can write to us by email or WhatsApp.