Express Delivery
Immediate Dispatch
365 Days to Return
Best price online

Support Centre

I haven't made a purchase yet

How can I place an order?

We make it easy for you. You can use the search engine on our homepage by entering the name of what you are looking for, or you can use our filters that you will find in the sidebar on the left-hand side of our website to adjust the search requirements as much as you need. You can also browse our categories menu.
When you find the item you are looking for, select the size, if applicable, click the Add to cart button and you will see the list of items you have added. You can make as many changes as you want, such as changing the quantity of an item or removing an item from the cart.
If you wish to continue shopping, click on the Continue Shopping button. If you already have everything in the cart and you want to make the order then click on the Finish order button.
If it is your first purchase, you will have to fill in the form with all your details so that we will be able to deliver your order correctly.
If you are already a client and you are registered with us, you only have to click on the Login button and enter your username and password.
Select the shipping method and then the payment method of your choice.
If everything is correct, you will see on the screen that the order has been placed and you will receive a confirmation email with all the details of your order.

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Which countries do you ship to?

All of them! However, we ask you to bear in mind that some of our brands are not authorised to be shipped to particular countries. There are also some restrictions in cases of either bulky, heavy, or electronic products, or any product that is considered a flammable material. In any case, we will notify you of any important details during the purchase process.

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What payment methods can I use?

Our main payment methods are as follows:

Credit Card

Credit and debit cards (Visa, Visa Electron, Mastercard), through the Adyen payment gateway that guarantees the security of your payments.

PayPal

Use your PayPal account to make quick and secure payments, without sharing financial information with Deporvillage.

Bank transfer

Your order will be activated from the moment we receive the full amount, and it will be sent when we have all the products in full.

Our bank details are as follows:
Beneficiary Deporvillage, S.L.
Current Account Number ES97 0049 2498 0823 1459 0936 Recipient Bank "Santander".

Please note that the payment methods offered may vary depending on the destination country. Once you have added all items to your basket and selected the shipping method, all available payment methods for the destination country of your order will be displayed.

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Do you do free shipping?

Shipping costs depend on the order’s country of destination. You will be able view the total amount to pay once you have selected the country we’re shipping to.

However, there are some products for which the shipping cost is always the same as shown in the table below:

Shipping

Shipments are made through the transport company GLS and DHL. If the shipping information is not correct, you must inform us as soon as possible because a misinformed address will cause a delay in receiving the product.

Orders that are large in volume or of considerable weight will be delivered to the door of the building and your collaboration will be necessary to bring the product up to the floor of residence.

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Can I receive an order in 24 hours?

Yes! You have the option of receiving a product in 24 working hours when you select the product and see this message in green: "Product in stock. Delivery in 24h".

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Do I have to pay anything when I receive my order?

All costs will be indicated in your shopping cart before finalising the order and will also include any shipping costs.
IMPORTANT: For shipments to areas that have additional customs and tax charges, these must be paid at the destination by the order recipient.

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How do I know what my size is?

We will guide you and help you choose your size at all times. The recommendations we offer are always based on real data from customers who have already bought each product and are satisfied with the size chosen.

To do this, in many of our products we have integrated an application that will allow you to compare with sizes of other brands, or simply introduce your measurements so that we can advise you of the size you should choose in each case. All you have to do is click on the "What is my size?" link above the size of each product.

For the products that we don’t yet have this application, you can click on "Size guide" and you will see all the necessary information to be able to choose your size. Note that, in some cases, we recommend you buy a size more or less than indicated in the size guides (depending on the case) taking into account the experience of both us and our customers.

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Can I return a product?

Of course! You have 365 days to make a return or exchange from the time you receive your order.

To carry out the return, you can use the courier company that best suits your needs.

IMPORTANT: You can use whichever courier suits you as long as they provide the option to track the package. We would advise you to use DHL. Please note that the shipping costs will be your responsibility and that we are not responsible for the costs incurred during the transport of your package. We will only refund returned products once they arrive in our warehouse.

Here are the steps to follow to carry out a return:

1
Login into your account and select the item(s) you wish to return

Login into your account and select the item(s) you wish to return

Login to Deporvillage using your user information and enter My Account > My Orders.
Select the order you wish to return.
State the reason for the return.
Select the item(s) you wish to return.
Confirm the return and we will send the information to your email.
2
Print return confirmation

Print return confirmation

  • Check your email and print the return confirmation we have sent you. Otherwise, you will have to include a sheet with the order number inside the box.
3
Prepare the parcel

Prepare the parcel

  • Prepare the items to return, unused, with the original packaging and labels.
  • Use the same packaging that the order was delivered to you in, or similar to ensure the package is protected and does not get damaged.
Packaging conditions

The item must be received in the same condition it was delivered to the customer and the original packaging and labels must be preserved. Under no circumstances will we accept a product that has been used by the customer or with the original packaging broken.
4
Include the confirmation inside the box

Include the confirmation inside the box

Make sure you close the box well and do not forget to include all the necessary documents to speed up the returns process.
5
Send you return to the following address

Send you return to the following address

You can use whichever courier suits you as long as they provide the option to track the package. We would advise you to use DHL. Please note that the shipping costs will be your responsibility and that we are not responsible for the costs incurred during the transport of your package. We will only refund returned products once they arrive in our warehouse.
6
Return and refund management

Return and refund management

  • Once we have received your return, we will check everything is okay and proceed to processing your refund.
  • The process may take up to 10 - 15 business days, from when it is sent until the refund is confirmed.
  • We will make the refund using the same payment method used in the purchase. If the purchase was made by bank transfer, we will need you to provide us an account number in order to process the refund.

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I have already placed my order

When will I receive my order?

To know the status of your order just enter My account > My orders > and click on the order number to see all the details and the estimated delivery date.

When your order leaves the warehouse, we will send you an email with the tracking link so that you can know where your order is at all times. If you prefer, you can also pick up your package at your local courier's office or change the delivery address.

You can find the delivery times for each product on our website by clicking above the sizes, on the right-hand side the estimated delivery time will appear. This can be seen below the price in products without size options.

The products we indicate "Delivery in 24h" means that the reference is in stock in our central warehouses and Deporvillage offers delivery for the next day (working day) as long as the order is placed before 15.00h the day before.

When delivery times are 3 to 5 days, 1 week, etc., it means that the products are subject to the availability of our network of official suppliers and manufacturers, who periodically validate that they have these products in stock. In case of any eventuality, our customer service team will keep you punctually informed.

In case of bank transfer, the delivery time will be calculated from the validation of the payment.

IMPORTANT: Your order will be delivered when all items in the order are available.

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Can I track my order at any time?

Yes! When your order leaves the warehouse, we will send you an email where we will include a link so that you can track the shipment and you can contact the courier if you need. You will also have the possibility to pick up your package at the courier's office in your area or change the delivery address.

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How can I modify or cancel my order?

If you wish to change or add an item, modify the data or cancel your order, please contact us quickly and give us your order number so that we can make the changes as soon as possible. If it is outside customer service hours (from 9.00 to 18.00 GMT+1) you can send us an email by clicking here.

IMPORTANT: We can cancel or modify your order all the time that it still has not been prepared and before it leaves our warehouse. You can check the status of your order by going to My account > My orders and clicking on the order.

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What if I am not in at the time of delivery?

If you are not at home at the time of delivery, the courier will leave you a note of warning so that you can contact the courier office and arrange a second delivery. It will normally be for the next day, although the time slot will be determined by the courier. You will also have the possibility to pick up the package directly at the courier's office in your area.

We inform you of the phone numbers of the couriers:

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How do I request an invoice?

To print your invoice, you must login to My Account > My Orders > and click on the Request Invoice section. In this section you can modify, validate and generate your billing data.

If you need help requesting an invoice, you can contact us by clicking here.

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I have already received my order

How can I return or exchange a product?

Easy! Click here to see the steps to follow.

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Will there be handling fees if I return a product?

To carry out the return, you can use the courier company that best suits your needs.

IMPORTANT: We recommend you select a transport company which offers a tracking service.

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Are there any items I can't return or exchange?

We do not accept returns or exchanges on the following products:

  • Electrical products that have been turned on / activated
  • Wetsuits (delicate material which can be damaged easily)
  • Intimate clothing such as briefs, boxers, pants and swimwear (for hygiene reasons)
  • Climbing equipment such as ropes, harnesses, climbing shoes, etc. for safety reasons)
  • Nutrition products

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What should I do if I receive a damaged product or package in poor condition?

When you accept the parcel, it is very important that the product and its packaging are in perfect condition. If you have any issue, you must let us know within 24 hours of receiving the order so that we can inform the courier company and claim the damages.

For the claim, we will need you to send us an email with the photo of the damaged box or product through our contact form. For our part, we will immediately replace the damaged goods whenever we have stock. Otherwise, we will reimburse you for damaged products.

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What should I do if the product I received is not the right one?

We do our best to ensure that you receive the products you have ordered correctly and that we don't let you down. However, if you receive an item that is not the one you purchased, please contact us and we will do our best to replace it and deliver the correct product.

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How can I manage a warranty?

All items purchased through Deporvillage are covered by warranty, which covers manufacturing faults. If you think your product has a defect, follow the steps below:

Send us an email to after sales@deporvillage.net with the following information:

  • Order number
  • Short explanation of the problem
  • Photo of the faulty item

We will contact the brand to manage the warranty and inform you about the situation as soon as possible. The waiting time will depend on the technical service of each manufacturer. The decision to change or repair the article will depend exclusively on the manufacturer.

If the manufacturer asks us for the product, we will send the label to your email address for the return to be free of charge, informing you of the drop of points closest to you, where you can take the parcel.

If the warranty is accepted, we will deliver the new or repaired product to you free of shipping costs. We reserve the right to reject a warranty request, if the returned item does not meet the conditions outlined in our returns policy upon arrival.

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Send us your queries

Contact us now

Call us on +34 910780073
(central european time)

Monday to Friday from 9:00 to 18:00
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