Frequently asked questions
What is the customer area?
If you are a store or distributor and you access your customer area:
- Find your usual price discount
- Purchase products on PRESALE.
- Access your past orders and invoices.
- Download our catalogs in PDF format.
If you are an individual and you access your customer area you will have access to your orders placed, if you want invoices please contact us.
How does PreSale work?
Product purchase through presale guarantees our customers to have the latest season designs as soon as the manufacture is finished. Our factory finishes the first production(A) during February-April. Articles will be available for shipping depending on the collection. The forecast is:
||Presale Products Purchase||Availability
|Kids Collection (A)||January||February|
|Fashion Collection (A)||January-February||March|
|Back to School Collection(A)||January-April||May|
Stock is limited so make sure you get ahead the high demand and register so you can purchase your products in presale.
What is the minimum order to get free shipping?
Transportation fees are free depending on the order amount:
- Over 20€ for individual customers.
- Over 400€ for Spanish and Portuguese customers.
- Over 1000€ for the rest of the world customers.
How can I access my personal pages?
To access your customer area, use your password and your email. If you do not remember your password click ✔ Forgot your password? and follow the instructions.
Where I can see my orders and invoices?
You can check your past orders in My Account> My Orders.
How can I know the expected delivery date of my order?
We are working to have this feature ready shortly, in the meantime contact us by filling the contact form.
Can I exchange or return an item or order?
Whether you're a particular store or distributor, you have until 14 days from receipt of your order to change your item for another size or claim a refund It's very simple! If you notice any anomaly in the article or have changed your mind and you do not like the item, please contact us by filling the contact form, and we'll send a shuttle to pick up the item.
You have to make sure the item is returned in its original packaging with all parts intact and labeling; once you received and after checking that it is in perfect condition will proceed to refund the amount of the item, minus transport costs should have requested that you collect us.
You can also use the transport company that you like, we recommend that you send by certified mail, and do get the package to the following address:
- KARACTERMANIA RETURNS
- C/ Botánica, 78 - 08908 Hospitalet de Llobregat (Barcelona)
- Hours: 9AM to 3PM - Tel. +34 934 80 00 12
I placed an order on Amazon and I would like to change or return it.
The return of orders through Amazon should be managed through its platform attention to the customer. Please see, the conditions for repayment.
Can I cancel or change an order?
Yes, but you need to tell us ASAP. Once the order has left our warehouse, it cannot be cancelled or modified. Anyway, you can always return it when it reaches you. It the delivery is on already, and you haven't told us, the return will include a managing cost.
What is the estimated delivery date of an order?
The date may vary depending on the conditions of each country and the total amount of exported goods. The estimated delivery date of a product that is in stock is the following:
- The delivery to individual customers in Spain is between 1-3 business days, the rest of Europe is between 3-7 working days.
- Delivery to retail customers or stores in Spain is carried out in 2-4 business days, and the rest of Europe is 4-8 working days.
- Delivery to distributor customers in Spain is carried out in 4-8 business days, and the rest of Europe between 8-12 working days.
You must register and once your application is received, the internal team appreciates your request and send you an email authorization and instructions.
How I can pay?
If you are an individual, you can pay by credit or debit card (Visa, Visa Electron, MasterCard and American Express), you can also make the purchase with PayPal.
I have received the order but missing items.
If you have not received all the items you have requested may be some presales, then the items are in the final stage of manufacture, as they become available, we'll let you go.
Are the items included in the cart reserved?
No, to include an item in the cart does not guarantee your reservation, to make the reservation you should process the order.
Where can I buy from?
Individual sale is open to Europe, but distributors and wholesalers can purchase from everywhere.
How do I place an order?
First, you must add the products in the cart. You move the mouse pointer over the product, you'll see a button with ADDING or PRESALE, select the number of items you want and click Add or PRESALE. The items labeled presales's new next season already available to book, all the other items delivered immediately. At any time you can check your order by clicking on the icon of the cart, you can change quantities, delete items, see immediate delivery products and those in PRESALE or continue shopping. Once you have reviewed the cart click the button CHECKOUT.