¡Free Shipping on orders over USD 300!

Here you have some questions that will help you find the answers you need.  If you can´t find you query please contact us at info@elresero.com

Delivery:

How long does it take to get my order?

As soon as we receive your order on our site, it's instantaneously transmitted to our factory to start its production. This process can last up to 21 business days. Shipping team will pack and box your products carefully. Shipping approximate time is between 3 and 7 bussiness days (FEDEX/DHL/UPS)

How much does shipping cost?

In orders over USD 300 there´s no shipping cost, ¡It´s free worldwide! In orders less than USD 300, the cost is USD 30 worldwide.

Do you deliver to my country?

We are currently unable to ship to Brunei, Tunisia, Malaysia, Bangladesh, Gambia, Ghana, Rwanda, Lebanon, Pakistan and Vietnam. We hope to be able to ship to these countries again in the future.

My order was returned to sender?

You may have not paid the import duties or perhaps you were not at home for multiple delivery attempts. Unless we hear from you, your order will be refunded minus the shipping cost.

Can I use a different shipping address to my billing address?

The billing address must be linked to the credit card or payment provider you will be using when you place the order. We would recommend shipping to the billing address, however it is possible to ship to an alternative address.

Return Policy:

How do I return something?

We want you to be happy with your EL RESERO purchase but if you need to return something you have 14 days from the delivery date to request and despatch a return.

To send something back you can request a return in our email info@elresero.com. You will need your order number and the email address you used to place the order.

Shipping costs are non-refundable. All costs associated with returning products are your responsibility. If your products are post stamped outside the 14 day return window, we reserve the right to refuse the return or offer you store credit which can be used across multiple future orders.

If your product is custom made is non-returnable.

Payment:

¿Which are the payment methods?

You can buy our products via PayPal or PayU.

What currency are your prices charged in?

Our prices are charged in US Dollars. If you're refunded, this will be in the same currency. Any currency conversion is out of our control and done by your bank, card issuer or PayPal.

Payment issues

If you are having trouble placing your order on our website, it could be because of one of the following factors:

  1. You may need to authorize the payment with your bank before placing another order
  2. You may need to check that your security code matches the number on the back of the card
  3. You might have input a shipping address of a country we are unable to deliver to 
  4. The billing address doesn't match the address registered to the debit or credit card

Unfortunately, we are unable to help with technical issues relating directly to processing of card payments. Therefore, we would recommend using an alternative payment method such as PayPal, where you will also be able to register to pay using your debit or credit card. 

Please note that when placing an order on our website the billing address should be the registered address for the debit or credit card used to pay at the checkout. 

We recommend using the same shipping and billing address, however if the order is a gift then it is possible to ship to an alternative address especially if the address is registered to your PayPal account.

Once your order is complete, we will send you a confirmation email.

Which currency am I buying in?

All of the prices on our website are in US Dollars, however the order total in your currency depends on the exchange rate at the time of placing the order.

Please note that all refunds are made in US Dollars and are subject to exchange rates at the time of refund, not the time of purchase. 

Fraud: payment verification

To protect all of our customers we may sometimes need to verify your payment details. To do this, we may ask you to confirm the last four digits of the card used to pay and request that you send us a copy of your bank statement clearly showing your name, card number and billing address.

We respect your privacy and therefore ask you to hide any recent transactions. Once confirmed we will be able to process and ship your order as soon as possible.

If you have any concerns, please do not hesitate and get in touch with us at info@elresero.com

There's an error message during checkout

We apologize that you are experiencing difficulty when trying to place your order. Please feel free to contact us with the error code you are receiving and we will be happy to assist you.

FAQ:

I need help with my shoe size

You'll find an image on the product page ”Size Chart”.

When you measure your feet, you need at least as much space as the width of your thumb between your longest toe and the front of the shoe. However, the most important thing is how the shoe feels around the foot, especially the instep at the front, up to your ankle. Measure from the tip of your heel to toe for the right size. Our footwear is typically slightly longer in length than footwear produced in other countries, so you wil find a little extra room in front of the toes. If you need help buying the right size, just get in touch with us.

¿Do you produce Custom Made boots?

Yes, we produce Custom Made boots. In our Polo and Riding products you can choose either standard, slim, wide or custome made (+ USD 50) option. You can compare your calf and height measures with our “Size Chart” and select your most suitable alternative.

Can I cancel my order?

Unfortunately, we are unable to cancel or amend the products or details on an order. Although you may consider it an easy thing to update an order, once an order is placed a chain of events is automatically triggered behind the scenes, related to the production and shipping of the package.

Where can I buy El Resero?

We sell exclusively from our online store and our physical retail store in Andalgalá 2257, Buenos Aires, Argentina.  

We appreciate that this can make choosing a bit more difficult.  However, we do operate a 14 days from delivery return policy where we will offer a refund or store credit (excluding shipping costs) should you decide that you are not 100% happy with your purchase.

Do you have a product warranty?

We endeavour to make goods that you can enjoy for a long time. But we also encourage you to take care of your RESERO´S and treasure them. Items that get heavy use everyday also wear down so they may need a small repair or clean now and again.

In the unlikely event that something breaks within six months, please contact us immediately via info@elresero.com so we can determine what has happened and find a solution.

Can you repair my product?

We offer a repair service if something breaks outside the 12 month warranty (depending on the product and issue). If you think that the repair needs our specialists please contact us at info@elresero.com with pictures of the problem and we will send you a quote for the estimated repair cost and shipping.

Please note that once we receive the product back it will take around 2-3 weeks for the repair. (If the product is over 6 months old we may have to use a different colour leather/thread/materials that may not match your original product 100%.)

We know that it might be difficult to live without your beloved boot EL RESERO for a few weeks, but sometimes all it needs is just small simple stitching repair which can be done quick and easy by a local leather repair shop. 

If you are not quite sure what to do, send us a picture and we can let you know how it can be repaired locally or if it has to go on a recreation trip to Argentina.

How do I place an order in El Resero store?

  1. Choose the product you want to buy.
  2. Click the "Add to cart" button. This will add the product to your cart and take you there.
  3. You can keep adding other products to the cart or you can click on "Go to checkout".
  4. Fill in your contact details and click "Continue".
  5. Enter the address where you want to receive the product. Then click "Continue".
  6. Select the shipping method. Then click "Continue".
  7. Choose the payment method. Then click "Continue".
  8. Finally, on the Purchase Confirmation page, you can review all your purchase information. Then click "Continue".
  9. Then you will be redirected to another screen so that you can complete the information about the chosen payment method. After confirming the purchase you will receive an email from us. That will not be a proof of payment.
  10. Once the payment is credited, we will send the corresponding products you have purchased.