CUSTOMER SUPPORT
We help you resolve your doubts before and after your purchase.
@arnasa_brand
ORDERS
Which countries do you ship to?
We ship to the entire European Union and numerous countries outside the EU: United Kingdom, Switzerland, Norway, United States, Canada, Australia, Japan, South Korea, Singapore, Hong Kong, United Arab Emirates and Israel.
You can find the full list of countries and rates on our Shipping page .
If you are interested in getting Arnasa shoes and your country is not listed in the table, write to us at info@arnasashoes.com and we will find the best option for you.
What are the shipping costs?
Shipping is free within mainland Spain , with no minimum purchase required. For other destinations, shipping costs are automatically calculated during checkout based on your country. You will always see them before confirming your order.
You can also find the full list of countries and rates on our Shipping page .
How long will it take for my order to arrive?
We process your order within 24-48 business hours of payment confirmation. Estimated delivery times depend on the destination.
- Mainland Spain: 2-4 working days
- Balearic Islands, Ceuta and Melilla: 3-5 working days
- Canary Islands: 5-8 working days
- Mainland Portugal: 2-4 working days
- European Union: 3-9 working days depending on the area
- Outside the EU: 5-15 working days depending on the destination
Shipments outside the EU may experience additional delays due to customs procedures beyond ARNASA's control.
Do I have to pay customs or import fees?
Within the European Union: no. Prices on the website already include applicable VAT and there are no additional costs.
Outside the European Union: Import duties or taxes may apply upon receipt of the package. These costs depend on the regulations of the destination country and are the customer's responsibility. ARNASA is not responsible for these charges or for delays caused by customs. If a shipment is rejected by customs in the destination country and returned to ARNASA, the return shipping costs will be deducted from the refund.
The Canary Islands, Ceuta, and Melilla: these territories have a special tax regime (IGIC/IPSI). Shipments may be subject to additional customs fees and procedures, which are the responsibility of the recipient.
How do I know if my order has been placed correctly?
You'll receive a confirmation email with your order summary immediately after placing your order. If you don't see it within a few minutes, please check your spam folder. If it still doesn't appear, please contact us and we'll look into it.
Can I track my order?
Yes. When your order is shipped, you will receive a second email with the tracking number and a link to track your package in real time.
Can I modify or cancel my order?
You can modify or cancel your order as long as it hasn't been processed or shipped yet. If you need to make any changes, please contact us as soon as possible and we'll do our best to help. If the order has already been shipped, we won't be able to modify it, but you can process it as a return once you receive it.
What happens if there is an error in the shipping address?
Please carefully review the shipping address before finalizing your order. The customer is responsible for ensuring that the information provided is correct.
If you notice an error, please contact us immediately so we can try to correct it before shipping. Once the order has been shipped, we cannot guarantee that the address can be changed.
If the package is returned due to an incorrect or incomplete address and a new shipment is required, the additional shipping costs will be borne by the customer.
What do I do if I receive the wrong or a damaged product?
Email us at info@arnasashoes.com with your order number and photos of the product you received, clearly showing the problem. We'll address the issue and send you a solution as soon as possible, at no cost to you.
EXCHANGES AND RETURNS
What is the deadline for exchanges or returns?
You have 14 calendar days from the receipt of your order to request an exchange or return.
The product must be in its original condition (without stains or signs of use) and the original packaging must be in good condition.
Do you accept exchanges and returns from all countries?
At the moment we only accept exchanges and returns for orders from the EU.
How do I exchange a size?
Contact us through our contact form, indicating your order number and the size you need. We will tell you how to send us the original pair, and once we receive it in perfect condition, we will send you the new pair.
We recommend checking the size exchange costs according to your country.
How do I make a return?
If you placed your order with a registered account, you can manage your return directly from your profile .
If you purchased as a guest, please contact us through our contact form indicating your order number and we will tell you how to proceed.
Is there a cost for changing sizes?
The costs listed below are for the first size exchange . From the second exchange onwards, the request will be processed as a return.
- Spain and Portugal (peninsular): FREE.
- Spain (Balearic Islands, Ceuta and Melilla): €4.90
- Spain (Canary Islands): no exchanges, only refunds
- Portugal (Azores and Madeira): no exchanges, only refunds
- EU Zone 1*: €6.90
- EU Zone 2*: €9.90.
- EU Zone 3*: €15.90
- Outside the EU: At the moment we do not accept changes to orders from outside the EU.
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* EU Zone 1: Austria, Belgium, Czech Republic, Denmark, France, Germany, Italy, Luxembourg, Netherlands, Slovakia, Slovenia, and Poland
* EU Zone 2 : Bulgaria, Croatia, Estonia, Hungary, Ireland, Latvia, Lithuania, Romania and Sweden
* EU Zone 3: Finland, Greece, Cyprus and Malta
What is the cost of the return?
- Spain (peninsular): €4.90.
- Spain (Balearic Islands, Ceuta and Melilla): €6.90.
- Spain (Canary Islands): €14.90
- Portugal (peninsular): €4.90
- Portugal (Azores and Madeira): €39.90
- EU Zone 1*: €9.90
- EU Zone 2*: €14.90.
- EU Zone 3*: €29.90
- Outside the EU: At the moment we do not accept returns for orders from outside the EU.
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* EU Zone 1: Austria, Belgium, Czech Republic, Denmark, France, Germany, Italy, Luxembourg, Netherlands, Slovakia, Slovenia, and Poland
* EU Zone 2 : Bulgaria, Croatia, Estonia, Hungary, Ireland, Latvia, Lithuania, Romania and Sweden
* EU Zone 3: Finland, Greece, Cyprus and Malta
Under what conditions should I return the product?
The product must be unused, undamaged, and show no signs of wear, with all original tags attached and in its original packaging in good condition. Avoid walking on dirty surfaces to prevent visible stains on the soles. The box must be protected inside a shipping bag or box to prevent damage during transit.
If the returned product shows obvious signs of use or does not meet these conditions, we reserve the right to refuse the return or apply a reduction to the amount to be refunded.
PRODUCT
Are Arnasa shoes barefoot?
Yes. Arnasa shoes are designed following the barefoot concept, respecting the natural shape and movement of the foot. They feature a wide fit, a thin and flexible 4mm sole, zero drop , and a lightweight structure, designed for a more natural walking motion.
They also include a removable insole that allows for a gradual transition if you are coming from conventional footwear.
Can I use them if I've never worn barefoot before?
Yes, absolutely. The Arnasa shoes include a removable natural latex insole that allows for a gradual transition. With the insole in, your foot has a bit more cushioning; without it, you experience the full barefoot concept. We recommend starting with the insole and removing it gradually.
If you have any diagnosed foot condition (plantar fasciitis, severe bunions, metatarsalgia, etc.), we recommend consulting your podiatrist or physiotherapist before making the switch. Barefoot footwear is beneficial for most people, but every case is different, and a professional can advise you on the most appropriate transition pace.
How do I choose the right size?
Consult our Size Guide to find your ideal size. If you're between sizes, we recommend choosing the larger one for greater freedom of movement. Remember that barefoot shoes have a wider fit than conventional shoes, so it's normal to notice more space in the toe box.
Where are Arnasa shoes manufactured?
All our shoes are made in Portugal, in specialized workshops with a long tradition in footwear. We work with a close and controlled production process that allows us to take care of every detail.
What materials are used in Arnasa shoes?
We use high-quality materials, selected for their durability, comfort and finish: European suede on the outside, breathable vegan microfiber on the inside, 4mm rubber sole and removable natural latex insole.
All materials are of European origin and meet high standards of quality and traceability.
How do I care for my sneakers? Can they get wet?
Suede requires specific care. We recommend using a suede brush to remove dry dirt and a suede protector to prevent stains and moisture damage. Avoid excessive moisture.
If they get wet, let them air dry at room temperature, away from direct heat. For spot stains, there are specific suede cleaners available at any shoe store.
PRESALE
What is a pre-sale?
Pre-orders are the way to get your Arnasa shoes at a special price before the official launch . While we finish the manufacturing process, you can reserve your pair and get your sneakers at the best price. It's our way of thanking you for choosing us from the start. Pre-ordered shoes will begin shipping at the end of March.
In the event that the delivery time is affected by unforeseen circumstances, we will inform you in advance. If the new delivery time does not meet your needs, you can cancel your order and receive a full refund at no cost.
Can I modify my pre-order?
Yes. As this is a pre-order, we have more time to process changes before your order is shipped. If you need to modify the size, color, or any other detail, please email us at info@arnasashoes.com with your order number as soon as possible.
Exchanges are subject to stock availability. If we are unable to accommodate your request, we will issue a full refund. Once your order has been shipped, exchanges are no longer possible and it will need to be processed as a return.
Can I cancel my pre-order?
Yes, you can cancel your pre-order before it ships. Write to us with your order number and we'll process the refund as soon as possible.
Will there be more stock after the pre-sale launch?
Yes. Once we receive the production, we'll first ship pre-orders to everyone who has supported us with their early purchase. After that, regular sales will begin at the product's original price. That's why pre-orders are the best opportunity to get your Arnasa at a special price before anyone else.