Frequently asked questions
How can I create a new account?
You can create a new account by clicking on My Account on the top right-hand corner of the homepage and entering the data in the window that opens. The following information is required to create an account: first name, last name, country, email address and a personal password. You can change your personal information at any time.
I would like to place an order but my country is not on the list of shipping countries.
In case your country is not on the list, please contact our customer service at firstname.lastname@example.org, the operator will check the possibility of shipping to your country.
I cannot complete my order, what can I do?
Sometimes, due to heavy traffic, your order may not go through. If the problem persists, please contact our customer service so that they can help you finalise your order.
I’ve never had El Vaquero before, how do I know which size to buy?
On each product page you will find the size chart with specific measurements to help you find the right size for you. For more detailed information on the fit of our articles, visit the "Size Guide" section of the website by click here
Which payment methods are accepted?
- Credit card (Visa, Mastercard, American Express) and any prepaid card enabled for online purchases.
- Google Pay
- Apple Pay
- Bank transfer (you can pay by bank transfer by contacting our customer service at email@example.com. The operator will provide you with all the details for the transaction).
- Other payment methods will be available depending on your country of residence, please check during checkout which payment methods are available.
Can I pay cash on delivery?
No, we do not accept payment on delivery but only payment in advance.
Can I pay in instalments?
The availability of payment in instalments depends on your country of residence, please check during checkout whether or not payment in instalments is available. If you have any doubts or questions, please contact our customer service at firstname.lastname@example.org.
Do your products ever go on sale?
No, we never do sales on our products both because they are not seasonal and can be worn all year round and because they are entirely handmade products whose value cannot be discounted.
How much does shipping cost?
Shipping is free for Europe, United States, United Kingdom and Australia. For all other countries the shipping cost is €70.
Are there customs duties to pay?
Customs duties are included for United States, United Kingdom and Australia. For all other countries you may be required to pay customs and import taxes. All international customers are responsible for the customs rates within their own country. For further information, we recommend contacting your local customs office.
What currency is used online?
We offer localised currency across EUR, USD, AUD and GBP. Prices in each of these currencies include shipping costs and customs duties.
How can I exchange/return a product?
You can request a return or product exchange within 14 days from the delivery date. Simply go to the Your orders section and click on 'Return' under the product you wish to return. Your request will immediately be taken over by our customer service, who will contact you to provide all the necessary information. For more information please visit our Return and Exchange Policy section.
Can I order an item that is not available online?
Yes, we can create orders on request depending on the availability of the leather and the chosen style. For custom orders, please contact our customer service who will check the possibility of meeting your request.
How long does it take for my order to be dispatched?
Orders are dispatched within a maximum of 2 working days, however our team will do its best to ship within 1 day from the order date.
How can I check the status of my shipment?
As soon as your order has been shipped, you will receive a confirmation email containing the tracking number and a link to the page of the courier used for the shipment. By entering the tracking number you can view the status of your shipment directly on the courier's website.