KRACK
General information
Where you can purchase through krackonline.com?
You can buy through krackonline.com from any country. For more information on shipping costs, see the conditions here.
If the country from wich you want to buy is not included in the list we have provided, email us at krack@krackonline.com
Home delivery is FREE in Spain and Portugal.
Krack is not responsible for the treatment on the withholding of the goods in the customs office in each country.
What languages can you use to navigate?
Krackonline.com is currently only available in Castilian Spanish and English.
Are the prices of krackonline.com and the Krack stores the same?
Yes. In case of a price difference between the prices in the physical stores and the web, the correct price will be the price indicated on the label with the article.
What should I do if the wrong ítem arrives?
If you accidentally receive an article that you did not request, please contact us by email using krack@krackonline.com. If you live in Spain or Portugal you can also contact us on (+34) 902 103 663. We will collect the wrong pair and deliver you new pair as quickly as possible.
Can I remove an item from my order?
As long as you have not processed your order, you can access your shopping basket and delete or modify the items you want.
Can I cancel my order?
When you place an order on krackonline.com we manage the shipping as quickly as possible. That is why, if you finally change your mind, you must wait to receive the item and process the refund (see return policy)
What should I do if I receive a defective ítem?
Please contact our customer service department on (+34) 902 103 663 (if you live in Spain or Portugal) or via email on krack@krackonline.com and we will inform you how to proceed in this case.
What happens if an article I had seen on the website no longer appears?
If an item that was placed on the website no longer appears, it means it has expired. To find out whether the item will be replaced you can contact us via krack@krackonline.com
How can I make sure my purchase completed successfully?
Check the balance of your account or put yourself in contact with us by email krack@krackonline.com
How can I change my data (address, phone, etc.)?
Access the "My profile" area once you have logged into the site with your username and password in krackonline.com
How do I retrieve my forgotton password?
If you forget your password you can retrieve it by clicking on "forgot your password" in the registered users area. You will receive an email with your new password.
If I am a minor can I buy on krackonline.com?
Minors can not make purchases krackonline.com
I can make a complaint?
To make a claim please write to us by email to: krack@krackonline.com or visit any of our stores, and we will have complaint forms available.
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How to purchase
In order to start your purchase in krackonline.com:
- Choose the section ‘women’, ‘men’, or ‘accessories’
- If you want, filter the articles by ‘Categories’, ‘Brands’, ‘Price’, ‘Sizes’, ‘Features’ or ‘Colours’
- Selecting your favourite product. You will be able to see the description, Price, colors and photos from different angles. If you hover the mouse over the photo you will be able to see it enlarged
** At Krackonline we work hard in order that you are totally satified with your purchases, that is why we have tried to reproduce the colours of our products as accurately as posible. Nevertheless there are factors like for example the colour of your monitor that can affect them.
- Select your ‘colour’ and ‘size’ and add your article to the shopping basket. You will be able to see your choosen articles there, the breakdown of your order and the final amount.
- You will be able to "continue shopping" or "make the payment". If you continue shopping, repeat the process but if you want to process the order, register yourself.
- If you are a registered user you must enter your email and password. If you have not yet registered, you must "sign up" and complete the required information. Do not forget to select the box "I accept the legal notice and privacy policy" and check your data
- Choose the shipping information and choose whether you want "home delivery" or "store collection". In the latter case you should also choose the store you want to collect the product from.
- Select a payment method: By card (Visa, Visa Electron or Master Card) through Paypal or by reversing the charges
- Confirm the order.
- You will receive a confirmation email of your order. It will also provide you with some information that can be helpful to you.
- If you have chosen the option "In-store collection" you will receive an email confirming that you can go to collect your order.
Why do I need to register?
We need you to fill in your registration data to ensure you receive the items that you purchased. Also in your personal area you can modify your details and add new addresses. Also you can download the returns form in case you want to exchange or return the product.
Can I ask for models that are not listed in the online shop?
No, we can only offer you items we have available in our online catalog.
What sizes are shown on the web?
Krackonline.com shoes are listed in European sizing. If you have any questions write to us at krack@krackonline.com
Can I purchase by phone?
Purchasing by telephone option is not available. However you can contact us on krack@krackonline.com and we will guide you through the purchasing process clarifying any doubts you may have.
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Deliveries
Where you can purchase through krackonline.com?
You can buy through krackonline.com from any country. For more information on shipping costs, see the conditions here.
If the country from which you want to buy from is not included in the list we have provided, email us at: krack@krackonline.com
What types of deliveries are there?
Krackonline.com has two types of delivery:
- Normal: Between 3 to 5 working days totally free if you live in Spain and Portugal (Peninsula).
- International: Between 7 to 10 working days. Free shipping costs on purchases over 80€.
- In store collection: You can select the store that suits you to collect your order after at least 3 days from making your purchase. You will have 15 days for the collection, after which we will send the new order to storeage and you can claim it by contacting us on (+34) 902 103 663.
How are diliveries made?
Shipments are made from Spain and you will receive information via sms when the courier will deliver the package to your home or an email when your order is available in our store for you to come and collect it.
Where can I receive my order?
You can receive your order in your home, at work, etc.. or collect it in the nearest Krack store.
How long will it take for my order to arrive?
If you live in Spain and Portugal we commit to deliver your order between 3 and 5 working days, once you have made your purchase. For international deliveries the delivery time will be between 7 to 10 working days.
What time will I receive my order?
Once the order leaves the warehouse, it is the carrier who will contact you via a sms to specify the time to make the delivery.
How much do you pay for delivery?
Free shipment to Spain and Portugal.
International shipping is free in purchases over 80€ from:
- Argentina, Australia, Austria, Belarus, Belgium, Bosnia-Herzegovina, Brazil, Bulgaria, Canada, China, Colombia, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Macedonia, Malta, Mexico, Moldova, Netherlands, Norway, Philippines, Poland, Portugal, Romania, Russian Federation, Serbia, Slovak Republic, Slovenia, South Korea, Spain, Sweden, Switzerland, Turkey, Ukraine, United Kingdom, United States
What is the home delivery process?
If you have chosen home delivery, we will send you a purchase confirmation email and we will send you a SMS informing you of the date and time of delivery of your order
What is the process of the in-store delivery?
For collections in store, we will inform you via email when your purchase arrives. It will remain in the store for 15 days, like the deadline for collection. If during this time no one comes to pick up the order, it will return to the warehouse and you must contact via email our customer service at krack@krackonline.com in order to arrange for it to be resent to you. Remember to collect your order, you must present the DNI of the person who made the purchase in krackonline.com.
What do I do if my order does not arrive?
If you think you should have received your package or the confirmation email to collect in-store. Please contact us through: :
- Email: krack@krackonline.com
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Payment methods
What payment methods can I use to make my payment?
In krackonline the following payment methods are available: Visa, Visa Electron, Master Card and Paypal
For what reason can my credit card be rejected?
Your credit card could be rejected for one of the following reasons:
- The expiry date has passed. The card is no longer active.
- You have exceded the limit on the card.
- Some information is incorrect. Make sure all fields are completed correctly.
Can I get a invoice in my company name?
Yes. You should contact us via email on krack@krackonline.com and we will send the invoice that you requested from us, stating your order number.
Is it safe to use my credit card on the web?
Yes, the data transmitted in encrypted. Payment card transactions will only be accepted using CES (Secure Electronic Commerce). After verifying that the card is attached to the CES system, the system will contact the bank that issued the card for buyer to authorize the purchase. When the bank confirms authenticity, the card will be charged. Otherwise the order will be cancelled. In any case you can read our Privacy Policy.
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Returns
In what cases can I return my order?
The only requirements that we can accept for your return are:
- That the items have not been used, or stained and have not been damaged.
- The delivery is made in the same condition and with the same packaging that you received it.
- The processing is performed in 365 working days following the purchase of the product.
How do I return an item?
To return an ítem you must:
- Go to a physical store and present the purchase receipt, with the original product box and the unused product. (Compulsory)
- If you live in Spain or Portugal, you can request a home refund calling at (+34) 902 103 663 or writing us at cliente@krackonline.com. After verifying all details, we will send a carrier to pick up your package within 48 hours. Once the return is approved, we will refund you the purchase money, and discount from you a €5 delivery fee.
- If you live in another country please email us at krack@krackonline.com and we will inform you of the procedure to follow.
What is the deadline to make a return?
The deadline for any refund is 365 days from the date of purchase.
Can I change the size or color of the item received?
To make a change in the characteristics of the item you received, you must make a return and return to buy the product. On the other hand, if you have the possibility to come to a physical store and it provides the item with the features that you require, you can make the change at that moment, or even for another item.
What should I do if the amount of my refund is wrong?
You should contact with our customer service email: krack@krackonline.com and we will solve your problem as soon as possible.
For any other doubt, query or suggestions, please send us your comments by e-mail to: krack@krackonline.com.
Are there any restrictions for returning the product?
You can only return up to 10 articles per year per person.
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