Diplomatic
FAQs
General
Need help. How can I contact?

Very easy. We wanna help. We make the following customer service channels available to you. First of all, remember that our customer service schedule is from Monday to Friday from 10am to 18pm.

Whatsapp: +34661546590

Mail: [email protected]

Telephone: +34912775024

In addition, in the lower right corner of your browser, you will find a live chat button, through which you can receive help in real time with any questions in the purchase process.

Our office is located in Madrid; in this way, some regional holiday you may not be able to contact us at the indicated time, but we will attend your request in the following working days.

Where's my order?

If you have recently placed an order through our website, you will be about to receive your package in your address. In the confirmation email of your order, you will be able to find the information related to the shipping method that you selected in the payment process of your purchase. This will let you know the estimated time arrival. At Diplomatic we take very seriously the delivery times because we know that the speed on the delivery makes the difference in the shopping experience but sometimes the process doesn't depend just on us. Your delivery can suffer a delay due to problems in the delivery company (Black friday, Christmas, sales period...).

However, contact us to receive real information about the status of your order. (See previous question 'I need help. How can I contact?')

Remember to check your order number with 5 or more numbers (#NNNNN) that you will find in your confirmation email.

Product replenishment

The products that appear on our website are those available for sale. Anyway, if you want to know when are we replacing a specific style contact us here.

Ampliación del periodo cambios y devoluciones Navidad

Ampliamos el plazo de cambios y devoluciones en todas las compras desde el 23 de noviembre de cada año. Las condiciones quedan de la siguiente forma:

+ Seasonal items, returns and exchanges until January 15th.
+ Outlet items, exchanges until January 15th.

Which is my size in Diplomatic?

At Diplomatic all our styles are cut to reality. That means that normally you will have to choose your regular size. However, in each style you will find a single size recommendation to select your size. Moreover, you can see here our size guide. 

Do you have a physical store?

You can currently visit us at our official store in Madrid. We want to meet you!

Diplomatic Claudio Coello

Dirección: Calle Claudio Coello 19, Madrid:

Lunes a viernes 11h-20h30

Saturday 11h-20h30

Sunday. Closed.

*This is our regular schedule. Please see the schedule in Google for holidays, Christmas or special sales. Or you can call us on +34 915 369 065

Shipping costs / Deliveries

Shipping costs in Spain (Península)

From 1 to 3 working days. Free shipping in orders over 50€. Shipment cost 4,99€ in orders below 50€.

Shipping costs to Ibiza, Mallorca and Menorca

From 2 to 5 working days. Shipping cost 14€ (free shipping in orders over 250€)

Shipping costs Canary Islands, Ceuta and Melilla

From 2 to 5 working days. Shipping cost 14€ (free shipping in orders over 250€)

International shipping costs

  • Zone 1

United Kingdom, France, Italy, Germany, Ireland, Holland, Belgium

FEDEX 2-3 working days, shipping cost 25€ (free shipping in orders over 350€)

  • Zone 2

Switzerland, Austria, Denmark, Sweden, Norway, Russia, Finland, Czech Republic, Slovakia, Hungary, Serbia, Bulgaria, Romania and Greece 

FEDEX 2-3 working days, shipping cost 35€ (free shipping in orders over 500€)

Pre-order products

Sometimes you'll find some styles in pre-order. This means that the product is not available in our warehouse at the time you make the purchase. In these cases, you will find the expected shipping date once you add the product to the cart.

When making a purchase of different products containing a product in pre-order, all of them will be sent at the same time once we have all the articles. In case you prefer to receive the items on different dates, we recommend placing two different orders. If, on the other hand, you already have an order in progress with this situation, contact us.

Aplicación de códigos especiales

TRIPLE: el código TRIPLE aplica un 15% de descuento adicional a compras de 3 o más productos independientemente de que sean éstos de nueva colección o outlet.

En caso de que se realice la devolución de uno de los productos de una compra asociada al código TRIPLE, y finalmente la compra sea de menos de 3 productos, éste dejará de tener efecto en el momento de calcular el importe de devolución. Se realizará la devolución del importe del artículo devuelto deduciendo la cantidad del descuento TRIPLE. El importe resultante del código se devolverá en un cupón de descuento sin caducidad.

Can I exchange or return outlet items?

Our outlet items are a great opportunity to get our designs for a lower price. This doesn't mean they are damaged, they are designs from previous seasons that won't be available again.

This purchases don't include free shipping. The cost of the service is 10€. This includes collecting the product at the address provided in the original order and delivering the new product simultaneously. Returns are on the client. If you have any doubts contact us.

 

Can I collect my order in store?

Of course! Once you proceed with your purchase you will be able to pick up your order in store for free. We will notify you once your order is in store so you can pick it up.

Diplomatic Claudio Coello

Address: Calle Claudio Coello 19, Madrid

General Schedule

Monday to Saturday 11h-20h30

Sunday. Closed.

*This is our regular schedule. Please see the schedule in Google for holidays, Christmas or special sales. Or you can call us on +34 915 369 065

Online payment methods

We currently accept Visa, Mastercard, Maestro, American Express, Paypal, Google Pay, and Apple Pay. 

Shoe care and cleaning

Suede

All our suede are waterproof. This means that all our suede products come from the factory treated to be waterproof. Be careful! Wine, beer, oil or alcohol stains do not fall into this group. 

Here are some tips on cleaning suede: 

Water stains

1. Remove the water with paper or cloth towels and allow to dry at room temperature. Don't apply heat to speed up drying.

2. If the footwear has been very exposed to water, fill it with paper to absorb the water and to keep its original shape when drying.

3. If the water stains are old, a method to make them disappear is to re-wet the entire surface of the footwear using a spray with water, and with a dry cloth remove the excess moisture. Let it dry completely, and then brush it, always in the direction of the fibers of the skin.

Dust and water stains

1.Cepillar suavemente con un cepillo especial para ante, (ver último apartado “productos comerciales”).

2. If there are any pieces of dry dirt or wear marks that do not come off in this way, try to scrape with a nail file or fine sandpaper, pressing the area very gently.

Grease or oil stains

1. Press on the stain with a cotton cloth trying to absorb and dry, do not rub as the stain will possibly spread.

2. Apply talcum powder on the stain, leaving at least 12 hours, and then brush gently.

3.Si la mancha es muy rebelde, y con la reserva de dejar a tu criterio el uso de este consejo siempre y cuando no te haya funcionado el procedimiento anterior.

Bleach or chlorine splash stains

Unfortunately, bleach and chlorine cause discoloration, so you will only be able to restore your footwear through a new dyeing. There's different products available for sale to do so.

Stains caused by trampling or rubbing

Use a special rubber rubbing on the rubs and scrapes, until their are completely out

Boxcalf

Coming soon

Antique

Coming soon 

Canvas

To clean your Diplomatic made with canvas you can do it with cold water and mild neutral soap, colorless. Rubbing gently with a small brush if necessary.

All of our canvases are dyed, so they may lose some color with use or excessive cleaning. We recommend you cleaning the entire canvas, even if only one part is stained. This will ensure that your Diplomatic always maintain a homogeneous color. 

Remember never to put your Diplomatic(shoes or espadrilles) in the washing machine. This will mean a forever goodbye.

If you still have any question click here and we will help you. 

Product guarantee

Our warranty for all products is 180 days from the date of purchase. The guarantee includes all those flaws or defects derived from our artisan manufacturing. 

If you think that your product is defective or has a default and the use of your shoes has been correct, please contact us here. We will be pleased to help you and apply our guarantee. 

How do I use my discount code?

In the checkout section, you will find a box to enter your code or gift card. Remember that the code is case sensitive so we recommend you enter the code exactly as it appears on the promotion or gift card. 

If you get an error or have any questions, click here and we'll be pleased to help you. 

I can't access my account. What can I do?

If you can't access your account and you can't recover the password, text us at [email protected] indicating your name and surname and the email account you used to access with. We will answer you as soon as possible with your new password!

I want an invoice for my order. How do I request it?

If you need an invoice with your name or a company name you have two options. At the checkout you'll find a box to introduce your tax information. You will receive your invoice with the confirmation of your order. 

If, on the other hand, you already placed your order and didn't requested your invoice, write to us at [email protected] indicating all your data. We will send you the invoice in less than 48 hours. 

All about my order
Where's my order?

When placing an order with us you will receive a confirmation email. At the same time your order will be registered in our system and our colleagues working on the warehouse will prepare your order. When your order is ready you'll receive an email from the delivery company with your tracking number in order to follow the status of your order. 

If you want more information or you have any incident with your order, click here.

Can I modify or cancel my order?

Of course! If your order is not ready yet, podremos modificarlo o cancelarlo. Para ello, te recomendamos que nos mandes un mail a [email protected]

Can I change the delivery address or details of my order?

Of course. If your order is not ready yet, podremos modificar la dirección de entrega. Para ello, te recomendamos que nos mandes un mail a [email protected]

I want to change or return my order. What should I do?
  • Changes 

If you want to change your product don't worry, the first change is totally free in Spain (Península). Please send us an email to [email protected] indicate your order number and the size you need us to send you. We will send the new product to the address provided in your first order. If you need to change it, please note you will have to write it down in your email. 

Remember that the same dealer that delivers your new order will take the older one. If you don't have it ready, your new order WON'T be delivered. If you want to change your order for the second time, you will have to pay for it 10€ through bank transfer. Moreover we won't cover the change for any shoe care product or accessories. We hope you understand that the exchange service has a high cost and we can't afford it in all cases.

Existe una única excepción a esta regla; si el producto por el que se quiere cambiar el comprado no se encuentra en stock o se encuentra en pre order, el cliente debe realizar una devolución y posterior compra del nuevo producto. Por supuesto, estaremos encantados de ayudarte con el proceso y de, en caso de que fuera posible y necesario, reservar una unidad para ti.

  • Returns

If for any reason you don't want your order and you want to return it, you will have to send it (assuming the cost of it) to the following address:

To: DIPLOMATIC

Address: DIPLOMATIC c/Claudio Coello 19, 28001 Madrid, Spain in the following schedule:

Lunes a viernes, de 11h-20h30

Telephone: 912775024

We recommend you to send your order with a tracking number. This way you will be able to know at any time where's you parcel. Diplomatic won't be responsible for failed deliveries. In addition, it is mandatory to include a copy of your order, especially if the shipment is made by a person other than the one listed on the order form.

You can also do your change or return in our store in Claudio Coello 19, Madrid.

Diplomatic Claudio Coello

Address: Calle Claudio Coello 19, Madrid

General Schedule

Monday to Saturday 11h-20h30

Sunday. Closed.

*This is our regular schedule. Please see the schedule in Google for holidays, Christmas or special sales. Or you can call us on +34 915 369 065

What is the deadline for returning or exchanging a product?

El plazo para poder realizar cambios es de 30 días naturales y el de devoluciones de 15 días naturales desde la recepción del pedido. Este plazo cuenta desde la recepción del pedido hasta que se notifica de la intención de realizar el cambio o devolución o, en el caso de no existir notificación, desde el momento de la recepción en nuestras instalaciones.

Remember that any exchange or return will have to be in the same conditions in which they were delivered, unused, clean with the box and in perfect conditions. If not, we hope you understand that we won't be able to refund you the original full amount. 

This period can be extended in special dates like Christmas, promotions... but will always be higher.

I've received a product and I think it is faulty, what can I do?

Si has recibido un producto y piensas que puede tener una tara o defecto, no te preocupes, somos una empresa comprometida y con garantías. Por si todavía no lo sabías, fabricamos en talleres artesanales españoles y estamos encantados de ofrecerte una garantía. Click here to contact us. We will help you!

What if I want to exchange for a higher-priced product?

Don't worry. If the product you want to buy in an exchange has higher price than the original product, we will give you two options; payment of the difference by Paypal or by bank transfer. We’ll just need a screenshot to process the exchange.

What if I want to exchange for a lower-priced product?

Si el producto que deseas adquirir en un cambio tiene un precio inferior al del producto original, te ingresaremos la diferencia a través del mismo método de pago que utilizaste para la compra y éste puede tardar de 7-15 días laborables en figurarte dependiendo de tu entidad bancaria o tarjeta de crédito/débito. Si pagaste con paypal, el movimiento lo verás reflejado de forma instantánea.

How long does it take to get a refund?

Once your order is received in our warehouse you'll receive a confirmation email. Our colleagues will review the goods and then we will proceed with the refund. From there, the refund may take 7-15 working days to appear on your bank statement or card movements. ¡It’s not up to us!

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