FAQ
Find answers to the most common questions about our products, services and processes. If you can't find what you're looking for, don't hesitate to contact us.
PRODUCTS
All hats are handcrafted in Spain, in our factory located in Salteras (Seville). We use high quality materials and traditional hat making techniques.
We work with wool felt, fur felt, straw and other natural materials, guaranteeing maximum durability. To learn more about the materials used in the manufacture of a product, we recommend viewing the details of each model.
Here you can learn more about our factory
To find out your hat/cap size, you will need to measure your head circumference correctly and consult our size guide. The sizes used by Fernández and ROCHE follow the European system.
In general, we recommend that you choose your usual size. In case you have any doubts, and only for some models, we can recommend that you buy one size larger/smaller than usual.
You can contact us if you have any more specific questions through one of our contact methods.
We do restock some products during the season. However, we recommend that you contact us directly. As manufacturers, we can study each case individually and see if we can manufacture the model you need, depending on availability.
You can find the Fernández and ROCHE physical point of sale in Seville, C. Rosario, 17
Opening hours: Monday to Friday from 9am to 2pm and 5pm to 8pm, Saturdays from 10am to 2pm. Closed on Sundays.
*This schedule is subject to change depending on the season.
SHIPPING
Domestic shipping: Our shipping times range between 48/72 business hours from when they leave our warehouses. Orders placed during the weekend or special periods are prepared on the next business day.
*The approximate shipping times for the Canary Islands, Ceuta and Melilla may be 5-10 business days.
International Shipping: Shipping times range from 7-10 days for the European Union and 15-25 days for the rest of the world.
If you choose home delivery, make sure you choose an address where someone is present. If this is not possible, we recommend choosing delivery to the collection point (if this option is available in your area) to avoid your order being returned to the origin.
You will receive a tracking email for your order as soon as it leaves our warehouses.
These deadlines are estimated and may be delayed during special periods (Christmas, promotions, etc.)
Shipping costs are FREE in Spain (including the Canary Islands, Ceuta and Melilla) and the European Union.
For the rest of the world, shipping costs are €5.
You will receive an email tracking your order once it has been shipped.
For shipments to the Canary Islands, Ceuta, Melilla and outside the EU, products may be subject to taxes, import duties or customs duties that may be applied by the legislation of your destination country.
The recipient of the order will be responsible for assuming all costs related to the importation of the products. Fernández y ROCHE is not responsible for these charges and cannot provide assistance in this regard.
For more information about taxes and tariffs in your country, we recommend checking with your local customs authorities before placing your order.
EXCHANGES AND RETURNS
If the order is not yet ready , you can cancel or modify it as long as it is not a different item. If it involves a product change, you must cancel it so you can place a new order correctly.
To perform these actions, you must contact us through one of our contact methods.
The return or exchange period is 15 calendar days from receipt of your order. The product must be returned in its original packaging, in perfect condition.
Log in to your account, go to the 'My Orders' section and follow the instructions below:
-Look in your order history for the item you want to exchange or return.
-Select 'Refund Request' and click on the products you want to return.
* If you want to change your size, you will have to tell us what size we should send you and we will let you know when it is available.
-Finally, 'Request a refund'.
- Remember to indicate, as you choose, the order reference on the packaging so that we can identify it.
Once the above steps have been completed, we will receive a return notification and we will take care of managing it. The transport company will then contact you to arrange the collection.
Are there any related expenses?
Spain (including the Canary Islands, Ceuta and Melilla) and Portugal
First change free
Free refund
If you make a second return or exchange of the same order, you will have to send us the package by your own means with the agency of your choice to the address provided and previously indicating your new request by email to marketing@isesa.es .
Fernandez and ROCHE central management:
Fernandez and Roche online
C/Castilla la Mancha, 202
Los Llanos Industrial Estate
41909, Salteras, Seville
Log in to your account, go to the 'My Orders' section and follow the instructions below:
-Look in your order history for the item you want to exchange or return.
-Select 'Refund Request' and click on the products you want to return.
* If you want to change your size, you will have to tell us what size we should send you and we will let you know when it is available.
-Finally, 'Request a refund'.
- Remember to indicate, as you choose, the order reference on the packaging so that we can identify it.
Once the above steps have been completed, we will receive a return notification. You will need to do deliver the package by your own means with the agency of your choice to the address provided within a maximum period of 10-15 days from the return request.
Fernandez and ROCHE central management:
Fernandez and Roche online
C/Castilla la Mancha, 202
Los Llanos Industrial Estate
41909, Salteras, Seville
Are there any related expenses?
The cost of the exchange and return will be borne by the customer .
*Fernández y ROCHE is not responsible for any damage, loss or incident that may occur during the return transport. The customer is responsible for ensuring that the product to be returned arrives at the indicated address. The merchandise will not be collected at branches of transport companies.
CHANGE
If you have requested a size change, once the package arrives at our central warehouse, we will make a new shipment with the request made as long as there is availability.
In case of lack of stock, we will contact you and make the refund.
REFUND
Refund to the same payment method
As soon as the return arrives at our central warehouse and is accepted, you will receive a confirmation email and, within a maximum period of approximately 7 days, we will issue the refund.
*The period in which the money is reflected in your account may vary depending on your banking identity.