Contact

FAQ & Contact

We are based in Barcelona - Spain, and we currently sell in Europe, USA, Canada, Japan, Singapore.

Check all answers below to solve your questions quicker.

My Account | FAQ

Go to your Account Login / Sign up page and enter your Email and password. Once this is done you can place your order with us and check your previous orders, as well as your saved addresses.

CHANGE / ADD NEW ADDRESSES

Inside your Account, go to “View Addresses” and edit, remove or modify any address you wish to use for your order.

How to Order | FAQ

HOW DO I ORDER YOUR ITEMS ?

Placing an order at our website is very easy and quick, but don't hesitate to contact us if you have any doubts. You can call us at +34 621 120 703 or open a chat window anytime (Mon-Thu 8:00-13:00 / 15:00-17:30 and Fri 8:00-14:00 CET time).

HOW DO I KNOW THE RIGHT SIZE FOR ME ?

Each product has its own specific Size Guide. There are some details that are also explained in the product page. You can also check our general Size Guide for a more generic idea of each size.

HOW DO I KNOW IF A PRODUCT IS IN STOCK, IN PRE-ORDER, OR OUT OF STOCK ?

In the product page you will be able to select only the items that are In Stock or available for Pre-Order. If the item is in stock it will be prepared right away in our warehouse and sent to you. If the item is in Pre-Order there is a label on the product page that also indicates its estimated delivery date. Check the Delivery, Exchange & Returns page for more in depth information about Delivery Times or how Pre-Orders work.

CAN I MODIFY AN ORDER THAT HAS ALREADY BEEN PROCESSED ?

If the order has not yet been shipped we will be able to modify it however you want. Please contact us quickly by phone, chat, or using the email orders@tiralailacha.com and inform of any last minute change you wish to make.

HOW LONG IT TAKES TO PROCESS AND SHIP AN ORDER ?

We usually prepare all orders that we receive on the same day, if our people are still working (up to 17:30 CET Time). If everyone is out, then we will get them ready to ship on the next day.

I HAVE A GIFT CARD / DISCOUNT CODE, HOW DO I USE IT ?

On the Checkout page, that comes after you proceed with your shopping cart, there is a field where you can enter and apply any Gift Cards you have.

Delivery & Returns | FAQ

I RECEIVED A DAMAGED ITEM

We double-check all items before shipping them out. However, if you found anything damaged or we sent you the wrong item, you must contact our Customer Service team at: orders@tiralahilacha.com within 14 days after receiving it, attaching a picture and a comment about it. You will then be informed about the return process and how to proceed.

PARTIAL EXCHANGES / RETURNS

You have ordered two or more items and you just want to exchange / return one of them and keep the others. That's not a problem, you will be able to select which items you keep and which ones you exchange / return during the return process.

LATE RETURNS

In case you exceed the allowed period for exchanges / returns, we will study your case and try to find a good solution, out of the stipulated terms.

Payments | FAQ

VISA, MASTERCARD & AMERICAN EXPRESS CREDIT CARD

Classic method, used universally today, very safe. At checkout you will be asked to enter your credit card number, along with the expiration date and the 3-digit CVV code found on the back (usually) of the physical card.

APPLE PAY & GOOGLE PAY

If you have an account in the Apple or Google ecosystems, you can pay using the data you have saved in these accounts, without having to enter any payment information again.

PAYPAL

If you are regular customers of this service, you can use it to make your payment. This payment may have an additional cost compared to the others.

KLARNA

Klarna is a Swedish bank that allows you to place your order today and pay in installments without having to pay a commission for it. Depending on the purchase amount, you can pay for the entire order in 3 separate payments, or pay for the entire order 30 days after placing the order. The payment process is very simple and fast.

Know more about Klarna by clicking here.

Materials & Care | FAQ

WHAT IS A GOTS CERTIFICATE?

GOTS (Global Organic Textile Standard) is an international organization that is dedicated to carrying out audits in those factories that request them. Their function is to confirm that the products they make meet all the ecology and social responsibility requirements that this entity requires.
You can read the details here.

The "Fair Trade" logo, on the other hand, indicates that all processes are regulated, and that working conditions and all workers' rights are respected.

HOW DO I TAKE CARE OF MY ORGANIC CLOTHES?

Maximum washing temperature is 30ºC, and it is recommended to wash with cold water. We also recommend using biodegradable ecological soap for both machine washing and hand washing, this way you avoid water contamination. Small daily gestures are important! It is also recommended to iron inside out. Do not bleach or dry clean.

HOW DO YOU PRINT MY ORGANIC CLOTHES?

To obtain the prints on these garments while taking care of the planet and our own skin, we use low-impact water-based dyes that are certified by GOTS. This means that in the dyeing and printing process, no azo dyes, formaldehydes or heavy metals have been applied to the garments. Most water has also been reused after being purified.

ARE THESE GARMENTS HANDMADE?

Mostly yes, the items that we make in our own factory are all handcrafted, and those made in partner workshops are handmade as well. The printing process can sometimes be screen printed or printed by hand, so there might be details of a print which may have slight variations from one piece to another. Some other prints are made with rotary stamping machines.

General Doubts | FAQ

WHERE ARE YOU BASED?

We have our own factory & headquarters in Tarrega, a small town near Barcelona, Spain.

I WANT TO KNOW MORE ABOUT YOU

Sure! We have the privilege of having a community of more than 50.000 like-minded people that has appreciated our work, design, ethics, and philosophy for many years, check our instagram, contact us anytime, we will be happy to help you out.

Check our Instagram of Facebook page for more.

Gift Card - How does it work | FAQ

In our website you can purchase a Gift Card and give it to anybody as a gift. We have 2 kind of Gift Cards available:

1. One is DIGITAL and you will receive it instantly in your mailbox.

2. The other one is PHISICAL and we will send it to you in a small box personalized with a unique code that your friend / family member can use. This option has a small extra handling fee of 5€.