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FREQUENTLY ASKED QUESTIONS
24-SECOND INFORMATION
who are we?
24Segons is a shop specialising in basketball shoes and products with more than 29 years of experience. We have physical shops in Barcelona, Mataró, Girona and Las Palmas de Gran Canaria, as well as our online shop that serves all of Spain.
where are our physical shops located?
You can find us in Barcelona, Mataró, Girona and Las Palmas de Gran Canaria. Remember that products purchased online can be returned to any of our shops on the peninsula.
Accounts and User Profile
do I have to register to buy?
Yes, you need to register to place an order. Creating an account offers you multiple benefits: a simplified checkout process, access to exclusive discounts, notifications about new products and the possibility to participate in our loyalty programme.
how do I create an account?
You can register quickly and easily by clicking on this link: Login. Once registration is complete, you will receive a confirmation email
how do I recover my forgotten password?
If you have forgotten your password, go to this link and enter your email address to receive instructions: Recover password.
how do I change my account information?
Log in to your profile via the icon on the top right. Once inside, click on "Information" to correct your personal details.
do I need to give my phone number when I register?
Yes, it is essential to facilitate the management of deliveries and so that the carrier can contact you with notifications about your order.
Ordering and Purchasing
how can I place an order?
Simply browse our catalogue, select the size of the product you want and click on "Add to cart". Then follow the checkout steps and enter your shipping details.
can I change or cancel my order?
Once payment has been confirmed, it is not possible to modify or cancel the order, as preparation begins immediately. For any incident, please contact our customer service.
how do I know if an item is available?
All items you see on our website are in stock in at least one size. The product sheet for each product shows the current inventory for each size available.
what do I do if my order arrives out of stock?
Although 24Segons is committed to maintaining an up-to-date inventory in real time, on rare occasions there may be errors. If your order has a stock problem, we will contact you immediately to offer you an alternative product, a restocking date if possible, or a full refund of your order.
why does the product in my cart appear in a different size than the one I selected?
If you select one size and another size appears in your cart, try deleting the product, temporarily change the size format (e.g. from EU to USA/UK), return to your preferred format and select the correct size again.
Shipments and Deliveries
what are the delivery times?
Delivery times vary according to location:
Mainland Spain and Balearic Islands: 48-72 working hours.
Canary Islands: 4-6 working days.
Ceuta and Melilla: 6-12 working days (may vary due to customs procedures).
International: 4-8 working days
how much does shipping cost?
FREE shipping to mainland Spain on purchases over 90€.
Mainland Spain: 4,50€ (home delivery) / 5,95€ (Business Parcel).
Balearic Islands: 9,50€ (home address) / 10,50€ (Business Parcel).
Canary Islands: 25€ (taxes included).
Ceuta and Melilla: 20€ (taxes not included).
Free shipping on orders over €90 to mainland Spain does not apply to those that require additional packaging or special handling. In these cases, we will inform you of the final shipping cost.
can I pick up my order in a physical shop?
You can pick up your order at any of our shops on the peninsula. However, **it is not possible to pick up orders at the shop in Gran Canaria**.
how can I track my order?
Once shipped, you will receive an email and SMS from GLS with a tracking number. You can check the status at any time by following this link
what happens if I am not at home for the delivery?
After two unsuccessful delivery attempts, the carrier will leave your parcel at the nearest Business Parcel, where it will remain for 15 days (7 days over the Christmas period) for you to collect it.
do you offer international shipping?
Yes, we ship to most of the European Union. For other destinations, please contact us and we will inform you.
Returns and Exchanges
how do I return a product?
You have 14 calendar days from receipt of your order to request a return. You can manage it in two ways:
1. Online: From the **"Returns "** section in the footer of our website.
2. In shop: At no additional cost in any of our physical shops (except in Gran Canaria).
how much does it cost to return a product?
Mainland Spain: 5,95€.
Balearic Islands: 10,50€.
Canary Islands, Ceuta, Melilla and International: Shipping and handling costs are the customer's responsibility.
how do I receive my refund?
We will refund you within 14 calendar days of receiving the returned product, using the same payment method you used for the purchase. If you paid by card, the amount will be returned to your card.
can I exchange or return a product purchased on the website in shop?
Yes, you can request a size or product exchange or a return at any of our shops (except in Gran Canaria).
can I exchange or return a product bought in a physical shop?
Purchases made in our physical shops (except Gran Canaria) can be exchanged for another product, changed in size or returned in exchange for a **voucher** for future purchases. Under no circumstances will money be returned in the form of a refund.
Payment Methods
what methods of payment do you accept?
We accept a wide variety of secure payment methods for your convenience:
* Credit/debit cards (Visa, Visa Electron, Mastercard)
* PayPal
* Bizum
* Apple Pay and Google Pay
* Payment in instalments with Sequra (in 3, 6 or 12 instalments) or Scalapay (in 3 interest-free instalments or 4 instalments with 1% commission).
is it safe to use my credit card on your website?
Yes, payment is made through a secure server (SSL) which guarantees the maximum security of your data. To increase security, we only accept cards that use authentication systems such as 3D Secure.
Discounts and Gift Cards
do you have discounts for new customers?
Yes, when you register on our website, you get a 5% discount on your user profile, valid for your first purchase.
how do I apply a discount code?
In the shopping basket, you will see a box under your order total. Enter the discount code and click the button to apply it.
do you sell gift cards?
Yes, we offer a Virtual Gift Card on our website, with different personalisation options. You can send it directly to the recipient with a personal message.
how do I redeem my virtual gift card?
Once applied to your account, the balance will be added to your gift vouchers. To use it towards a purchase, be sure to check the option at checkout. The balance cannot be redeemed for cash or transferred to other accounts.
Products and Sizes
are Sabrina 2 shoes only for women?
They are designed for women, but can be used by both women and men.
do you offer size guides for basketball clothing?
Yes, click on the "SELECT SIZE" drop-down menu on each item's page to see the guide with the available sizes and measurements.
what do I do if I have problems with my loyalty points?
First, make sure you are logged in. If the problem persists, please contact us via WhatsApp.
how can I convert my loyalty points into a discount?
In your shopping cart you will see a message with the points you have to redeem. You can also find them in your user profile, under the "My rewards" tab. Once you redeem your points, a voucher code will be generated and you will have one month to use it. We recommend that you do not redeem your points until the time of purchase to prevent them from expiring.
Customer service
how can I contact you?
You can contact us via:
WhatsApp:+34 658 898 511. Opening hours: Monday to Thursday from 9h to 13h and from 15h to 17h; Friday from 9h to 15h.
Telephone: Monday to Friday from 9am to 1pm.
Email:[email protected] (for queries about returns).
how do I claim for a defective product?
Send a message to our WhatsApp with:
* Picture of the defect
* Detailed description of the problem
* Photo of the ticket or invoice
* Your name and surname
If it is determined to be a manufacturing defect, we will issue a voucher for the full amount. If it is due to wear and tear, we will return the product free of charge.