Frequently asked questions

Standard shipping to mainland Spain takes 3 to 5 working days and express, 24 to 48 working hours. Outside mainland Spain the time depends on the destination:

The countdown starts when the order leaves our warehouse, not when you place it. Orders placed after 13:00 leave the next working day.

Delivery times and prices by country

Shipping is free from €90 in mainland Spain. Each zone has its own threshold:

Below those amounts, the exact cost of your shipping is calculated at checkout before you pay, and it is listed country by country in our shipping policy.

Shipping policy

You will receive an email with the tracking link as soon as your order leaves our warehouse. From that link you can see where the parcel is and, if it suits you better, redirect it to a pick-up point.

If you cannot find the email, check your spam folder before writing to us: that is usually where it is.

If the order has not left the warehouse yet, it is a delay in preparation: this happens in periods of high demand and especially after a launch. Your order is still confirmed and you will receive the tracking link as soon as it ships.

If it already has tracking and has not moved for more than 5 working days, write to us with your order number and we will chase it with the carrier.

Through our returns portal, with no need to write to us:

1. Log in with your order number and the email address you used to buy.
2. Select the items and give the reason.
3. Choose between an exchange, a refund or a gift card. From the United Kingdom and the United States, a refund is the only option.
4. With the label the system generates, take the parcel to the drop-off point you are given.

You will get automatic updates at every step. If the portal gives you any trouble, write to us and we will process it for you.

Returns portal

You have 14 calendar days from receiving your order to request an exchange or a return.

Unworn, unwashed and with all its tags attached, in the same condition in which you received it.

Yes. From the United Kingdom and the United States you can return your order within 14 days, under the same condition requirements as any other destination.

The only difference is that there we only accept a refund: no size or item exchanges, and no gift card. Collection costs €18 from the United Kingdom and €25 from the United States, is charged in euros and is deducted from your refund.

Full conditions

From mainland Spain, a return costs €6.90 and an exchange €4.90 plus €1.50 in handling. Other destinations:

Exchanges always add €1.50 in handling, paid at the end of the process in the portal itself. Returns have nothing extra to pay: the cost is deducted from the refund.

From the United Kingdom and the United States we only accept refunds, and the fee is charged in euros even if you paid for your order in pounds or dollars.

If you choose a gift card instead of a refund, the return is free of charge. That option is not available from the United Kingdom or the United States.

Full conditions

Yes. If you choose to receive the amount as a gift card instead of a refund, the return is free of charge and you get back everything you paid for the item. You can select that option in the portal itself.

From the United Kingdom and the United States this option is not available: there we only accept refunds, with their collection fee.

Yes. In the portal you select only the items you want to return or exchange and keep the rest.

The refund is issued once the item reaches our warehouse and passes the condition check. After that, your bank may take a few more days to show the amount.

The money always goes back to the same payment method you used. If you paid with Klarna, the refund goes through them and they adjust the outstanding instalments automatically.

Because the portal shows what you actually paid for each item, not the list price. If you used a discount code, that discount is spread across every item in the order and that is why the figures look lower. You are not refunded less.

First check whether a neighbour, a relative, the concierge or the building's reception took it in for you: that is what happens in most cases.

If nobody has it, write to us at hello@becay.store with your order number and we will open a claim with the carrier.

While the parcel is still out for delivery, the quickest thing is to redirect it yourself to a pick-up point from the tracking link.

If it is already on its way back to our warehouse or has arrived there, write to us at hello@becay.store with your order number and we will sort it out with you.

Write to us at hello@becay.store with your order number. We will chase it with the carrier and tell you what has happened.

Write to us at hello@becay.store with your order number, telling us which item is missing. We will check how the order was packed and give you a solution.

Write to us with your order number and a photo of the product you received showing its tag. We will arrange the collection of the wrong item and send you the right one at no cost to you.

Write to us within 14 days of receiving it, with your order number and a photo showing, in the same image, the garment with its tag attached and the fault.

Our quality team assesses it and, if the fault is confirmed, we arrange the collection at no cost to you and send you a new item. If that product is out of stock, you choose between another product or a refund.

Write to us with your order number and two photos: the whole garment laid flat in natural light, and a close-up of the affected area. Tell us as well what happened, when you noticed it and whether the garment had been washed before.

Our quality team reviews every case individually and gives you an answer.

How to care for your garments

Yes, if it has not been packed yet: write to us with your order number and we will stop it.

Once the parcel is packed and collected by the carrier we cannot pull it back. In that case, when you receive it you can return it through the returns portal.

If the order has not been packed yet, write to us and we will correct it. If it has already left the warehouse, the way to do it is an exchange through the returns portal once you receive it.

From the United Kingdom and the United States there are no exchanges: you return the item through the portal and place a new order in the right size.

If the order has not been packed yet, yes: write to us with your order number and the full new address, including street, number, floor, postcode and city.

If it has already left the warehouse we cannot change it from here, but you can redirect the delivery to a pick-up point yourself from the tracking link.

Check your spam folder first. If it is not there either, there may have been a typo in the email address when you placed the order: write to us and we will resend it.

The email with the tracking link is a different one and is not sent until the order leaves the warehouse, so if yours is still being prepared it is normal not to have it yet.

We accept card and Klarna, which lets you pay in three interest-free instalments. Depending on the country there may be additional methods available at checkout.

Check that your card details are correct and try another payment method or a different browser. If the charge shows in your bank but you have no order confirmation, write to us with the email address you used and we will look into it.

Check the size guide on each product: it includes the garment's real measurements, which is the most reliable way to get it right. Bear in mind that our fit is relaxed and that our T-shirt necklines are wide by design.

Wash them inside out, at 30 °C maximum and on a short cycle, and air dry them. Our garments are 100% garment-dyed cotton: the pigment sits on the surface of the fabric, and heat and friction take it away.

Full care guide

It is part of the design, not a fault. The neckline measures 3.5 cm and is made that way to achieve the relaxed effect that defines our fit.

At calle de Fuencarral 47, 28004 Madrid. There you can try the garments on, buy, and handle exchanges for anything you bought in the store itself.

Address and directions

No. Orders bought and paid for in the physical store are exchanged or returned there. The online portal only handles orders placed through the website.

WhatsApp for quick questions, and hello@becay.store for anything to do with an order.

Always write to us with your order number and the email address you used to buy: with those two we can find your case.