HOW CAN WE HELP YOU?
Once the order has been placed and processed, go to our website and check the status of your order. Under the order number you will find the assigned transport company and the tracking number. Click on the tracking number link to see the status of your order.
SPAIN
Home delivery: 1–3 business days in mainland Spain, 3–7 business days for the Balearic Islands and 10–15 business days for the Canary Islands (no deliveries are made to Ceuta and Melilla).
Delivery to collection point: 1–3 business days in mainland Spain (no deliveries are made to the Balearic Islands, Canary Islands, Ceuta and Melilla).
Store delivery: 7–10 days (CURRENTLY NOT AVAILABLE)
PORTUGAL
Home delivery: 2–5 business days
Delivery to collection point: 2–5 business days
Store delivery: 7–10 days (CURRENTLY NOT AVAILABLE)
ITALY
Home delivery: 4–7 business days
Delivery to collection point: 4–7 business days
Store delivery: 7–10 business days (CURRENTLY NOT AVAILABLE)
INTERNATIONAL
Home delivery: 10–15 business days
*Shipping costs will be calculated and shown at checkout. Delivery times may vary depending on location and time of year.
To issue your invoice, it is essential that you enter your NIF or CIF at the time of purchase. Once the order has been confirmed, the invoice will be available for download from the order page.
We recommend reviewing your tax details before completing the order.
If you need to change the billing details or did not enter them during the purchase, send us an email to posventa@tramasmas.com indicating the following:
• Subject: Order invoice + order number
• Email body: include all your billing details, making sure they are correct, as if they contain errors we will not be able to issue the invoice.
If your order has already been processed, it is not possible to make changes, as it goes directly into preparation so that you receive it as soon as possible. To avoid any inconvenience, we recommend carefully reviewing the items, sizes, colours and address before completing your purchase.
If your order has not yet started preparation, you can notify us through our website. If you do not receive a response from the Tramas+ team to your cancellation request, the order will not be cancelled. For this reason, to cancel it we recommend contacting the customer service team by phone (Mon–Fri 10:00–14:00 and 16:00–18:00).
We will do everything possible to help you cancel it. However, as we work to ship orders as quickly as possible, we cannot guarantee that the request can be processed in time.
It is not possible to modify an order once it has been placed. If preparation has not yet started, we can cancel it so that you can place it again with the changes you need.
Please note that when cancelling and placing a new order, the promotions applied may be lost if they are no longer active.
We will do everything possible to help you; however, as we work to ship orders as quickly as possible, we cannot guarantee that the request can be processed in time.
The collection period for your order depends on the selected shipping method:
• Home delivery: if it is not possible to collect it at the delivery address, it will be sent to the transport company’s reference office and will remain there for 14 days (Correos) or 7 days (MRW).
• Service Point Delivery: the time varies depending on the transport company: Inpost 7 days / SEUR 6 days. *If the order is not collected in time, it will be returned to the warehouse and the customer must assume a €3.99 return fee.
• Store collection (CURRENTLY NOT AVAILABLE): the order remains in the store for 2 weeks before the refund is issued to the customer.
Lost packages
At Tramas we strive to ensure that every order arrives in perfect condition. If your order is lost during transport, please contact our customer service team here with your order number and any relevant information.
Damaged packages
We understand the inconvenience of receiving a damaged package. In these cases, you have 30 days from the moment you receive the order to inform our customer service team with your order number and photos of the damaged items or package.
We will review the documentation provided and give you a solution as soon as possible.
If the order appears as delivered, there may have been an error in the notification and the carrier may deliver it within 24 hours of that status change. If you do not receive it after this time, please contact our Customer Service team.
If your order has been cancelled by us, please note that the charge you see in your account is a debit reservation. The usual card purchase process is as follows: on the day you make the purchase, a pre-authorization of the transaction is made in your bank account, so you will see a charge in your account for that amount. However, the actual charge is only completed when the order is shipped. Since your order has been cancelled, no charge was authorized; therefore, your bank will have to release the debit hold within a maximum of 15 working days from the cancellation date.
If items have been removed from your order, it is due to a lack of stock. Our warehouse tried to send your order in full, but it was not possible. Please contact customer service so they can assist you.
In our stores you can place orders through our screens with the help of our team. This option allows you to complete the payment directly at the checkout or, if you prefer, from your own mobile device.
Please note that if you place this type of order and pay at the checkout, the purchase conditions that will apply are those of Tramas+ physical stores.
If you make the payment through the QR code, the conditions will be those of online purchases and you will be able to benefit from their advantages.
You can return your order placed on tramasmas.com in the following way:
SPAIN
• In a Tramas+ store free of charge *
• At a collection point with a cost of €2.99, which will be deducted from your refund **
You have 30 days from the receipt of your order to make the return. Make sure to follow the instructions to manage your return from your profile.
Online purchases can be returned or exchanged in Tramas physical stores, except in Seville city (C/O'Donnell and Avda. San Francisco Javier), Fuengirola, Ceuta and Melilla.
** Not available for returns of orders from the Canary Islands and the Balearic Islands.
PORTUGAL, ITALY AND INTERNATIONAL
You can return your order placed on tramasmas.com in the following way:
• In a Tramas store free of charge if it is available in your country
• At a collection point with a cost of €2.99, which will be deducted from your refund, if it is available in your country
• If none of these two options are available, please contact Customer Service
You have 30 days from the receipt of your order to make the return. Make sure to follow the instructions to manage your return from your profile.
SPAIN, ITALY AND INTERNATIONAL EXCEPT PORTUGAL
Purchases made on tramasmas.com can be exchanged for another size or colour only in our Tramas+ stores*, provided that it is within the return period, in perfect condition, the order number is presented, the item is available in store and the price remains the same. If you wish to exchange your purchase for a different item by sending it to our central warehouse, you must return it and place a new order online.
PORTUGAL
Purchases made on tramasmas.com cannot be exchanged for another size or colour either in store or at the central warehouse. Therefore, you will need to make a return and purchase the product again either in store or online.
*Online purchases can be returned or exchanged in Tramas physical stores, except in Seville city (C/O'Donnell and Avda. San Francisco Javier), Fuengirola, Ceuta and Melilla.
Purchases made directly in physical stores are managed according to the conditions applicable to in-store purchases.
• Returns and exchanges must be made exclusively at Tramas+ stores.
• The refund amount will be issued as a store voucher, which can be used in Tramas+ physical stores. Refunds to the original payment method are not made for purchases made in physical stores.
You have a period of 30 days from the purchase date to request an exchange or return.
To process the return, you must present the purchase receipt in the store. Items must be in good condition and show no signs of use.
*Purchases made in physical stores are not considered online orders, therefore they do not allow returns by courier or refunds through the logistics centre.
In the case of orders placed in-store through screens, the return method will depend on the payment method used:
• Payment at checkout: the return must be made at a Tramas+ store in the same country where the purchase was made. In this case, the amount will be refunded through a store voucher.
• Payment via QR: the return is managed as an online purchase. You will be able to send the order to our logistics centre and the refund will be made to the original payment method, without needing to go to the store.
Remember that you have 30 days from receiving the shipping confirmation email to make the return.
To make any exchange or return, you have 30 days from the receipt of the order or the purchase of the product in store.
Yes, whether you return the item in a physical store or at a collection point, you have 30 days from receiving the order to make the return.
Please note that regardless of when you submit the return request, you must drop off the package at the collection point within 30 days from the date you receive the order.
No, exchanges and/or returns must always be made in the same country where the purchase was made.
In the case of online orders placed from a store:
If the payment is made at the checkout of the same store, you must return your items at any Tramas+ store in the same country where you made the purchase.
If the payment was made online, you can request the return like any other online order through the tramasmas.com website.
Remember that you have 30 days from the date you receive the shipping confirmation email for your order to make exchanges and/or returns.
The time to receive the refund depends on the type of purchase and how the return has been processed.
Web orders
• Return in store: the refund will be made within a maximum of 72 hours, always to the original payment method.
• Return by courier: the refund will be made within a maximum of 14 days from the moment the order arrives at our logistics centre.
Orders placed from in-store screens (COMING SOON)
• Payment via QR (online purchase):
- In store: refund within a maximum of 72 hours.
- By courier: refund within a maximum of 14 days from receipt at the logistics centre.
• Payment made at checkout: the amount will be refunded through a store voucher, delivered at the time of the return in store.
Purchases made in physical stores
• The amount will be refunded through a store voucher, which will be provided at the time of the return.
If you want to cancel or modify your request and you have not yet delivered your return at the collection point, contact customer service so they can assist you.
Once it has been delivered, the carrier will transfer your return to Tramas+, where the goods will be checked and, if the return is accepted, the refund will be processed.
The refund will be made within a maximum of 15 days from the moment the goods are received at our logistics centre.
No, products sold in “PACK” format are indivisible and cannot be returned partially or individually.
You have the free option of going to a Tramas+ physical store if it is available in your country or, if you prefer, you can leave your return at a collection point with a cost of €2.99, which will be deducted from your refund.
*Online purchases can be returned or exchanged in Tramas+ physical stores, except in Seville city (C/O'Donnell and Avda. San Francisco Javier), Fuengirola, Ceuta and Melilla.
** Except in Spain for returns from the Canary Islands and the Balearic Islands.
We do not have this service available, but you can leave your return at our available drop-off points for a cost of €2.99 or, if you prefer, you can return it in a physical store free of charge. You can check here the location of all our TRAMAS+ stores.
We are sorry, but if you made your purchase in a physical store and have lost the receipt, we will not be able to process the return. The purchase receipt is the legal proof required to manage returns or exchanges in store, so it is important to keep it. Please note that card payment does not replace the receipt and cannot be used as a valid proof for these processes.
In the event of cancellation of an order paid by bank transfer, the refund will be issued within a maximum of 90 days. Our customer service team will contact you to request the necessary bank details in order to make the corresponding transfer. This timeframe is due to the processing times associated with this payment method. Currently, this payment method is not available.
The fastest way to resolve your issue is to follow these steps:
- Take a photo of the outer packaging of the parcel
- Take a photo of the incorrect items you received where we can see the references.
- Contact our team providing your order number via email at posventa@tramasmas.com
If an item is missing from your order, it may have been sent in several shipments. You can check the total number of parcels in your order in the shipping confirmation email. If you have already received all shipments and an item is still missing, contact our customer service team with the following information:
- Reference of the missing item or items.
- Take a photo of the outer packaging of the parcel.
- Order number, full name and email address.
The fastest way to resolve your issue is by following these steps:
- Take a photo of the incorrect item received where we can see the reference.
- Contact our customer service team providing your order number.
The fastest way to resolve your issue is by following these steps:
- Take a photo of the item showing the defect.
- Take a photo of the item showing the internal and external label of the defective product.
- Contact our customer service team providing your order number and the photographs.
If you bought an item in a Tramas+ physical store and it has a defect, you must go directly to the same store where you made the purchase. There, the team will check the product and help you manage the claim or the corresponding exchange according to the condition of the item.
If your order has been returned, the first thing we recommend is checking whether it happened for any of these common reasons:
• The address was incomplete or incorrect and the carrier could not deliver the package.
• You selected a collection point and could not collect it within the time offered by the carrier.
• The courier could not deliver the order to your home after several attempts.
If your shipment was to a home address or a drop-off point and the parcel returns to our warehouse because it could not be delivered or collected, €3.99 will be deducted as return costs. Once we receive the parcel at our warehouse, we will process your refund within a maximum of 15 days.
The availability of an item can be checked on our website. Each product page contains updated information about availability and stock. If you indicate a specific reference, you will be able to see the sizes available for online sale.
At the moment we cannot guarantee the availability of out-of-stock products, but we encourage you to keep visiting our website or come to our stores so you do not miss upcoming restocks. If you prefer, you can subscribe on the product page to the stock alert and we will notify you as soon as the item you want becomes available again.
At Tramas+ we have more than 230 stores and we cannot guarantee the merchandise you will find in each of them. For this reason, we recommend that you visit the store to discover first-hand the new products we add every day.
WOMEN
CORAL / VELVET / SUPERSOFT / RIBBED PYJAMAS
Sizes: S · M · L · XL
Pant length: 98 · 101 · 105 · 109
Bust: 102 · 106 · 110 · 114
Waist: 74 · 80 · 86 · 90
Hips: 104 · 108 · 112 · 114
ANGORINA PYJAMAS
Sizes: S · M · L · XL
Pant length: 97 · 100 · 103 · 107
Bust: 98 · 102 · 106 · 110
Waist: 68 · 72 · 76 · 80
Hips: 100 · 104 · 108 · 112
LONG VISCOSE PYJAMAS
Sizes: S · M · L · XL
Pant length: 100 · 102 · 104 · 106
Bust: 104 · 108 · 112 · 116
Waist: 68 · 72 · 76 · 80
Hips: 108 · 112 · 116 · 120
LONG COTTON PYJAMAS
Sizes: S · M · L · XL
Pant length: 102 · 103 · 104 · 105
Bust: 102 · 106 · 110 · 114
Waist: 74 · 80 · 84 · 88
Hips: 96 · 100 · 106 · 108
LONG TRACKSUIT SET
Sizes: S · M · L · XL
Pant length: 103 · 105 · 107 · 110
Bust: 100 · 104 · 108 · 116
Waist: 80 · 84 · 88 · 98
Hips: 100 · 106 · 108 · 118
CORAL / RIBBED / VELVET ROBE
Sizes: S · M · L · XL
Length: 94 · 99 · 104 · 110
Bust: 111 · 117 · 121 · 135
Shoulder to shoulder: 40 · 41 · 42 · 45
VELVET SWEATSHIRT
Sizes: S · M · L · XL
Length: 65 · 67 · 70 · 74
Bust: 96 · 102 · 108 · 118
Shoulder to shoulder: 41 · 43 · 45 · 47
MEN
CORAL PYJAMAS
Sizes: S · M · L · XL · XXL
Pant length: 106 · 108 · 110 · 112 · 114
Bust: 110 · 116 · 122 · 128 · 134
Waist: 75 · 80 · 85 · 90 · 95
Hips: 112 · 116 · 120 · 124 · 128
LONG COTTON PYJAMAS / WITH BUTTONS
Sizes: S · M · L · XL · XXL
Pant length: 106 · 108 · 110 · 112 · 114
Bust: 106 · 110 · 114 · 118 · 122
Waist: 80 · 84 · 88 · 92 · 96
Hips: 108 · 116 · 118 · 122 · 126
LONG TRACKSUIT SET
Sizes: S · M · L · XL
Pant length: 104 · 108 · 110 · 112
Bust: 106 · 110 · 114 · 118
Waist: 76 · 80 · 84 · 88
Hips: 112 · 116 · 120 · 124
CORAL ROBE
Sizes: S · M · L · XL · XXL
Length: 108 · 113 · 118 · 123 · 128
Bust: 128 · 132 · 136 · 140 · 144
Sleeve length: 57 · 59 · 61 · 63 · 65
Sometimes the same item may have a different price on our website and in our physical stores. This is because each channel may have different promotions, campaigns or availability.
Sometimes you will find an offer that is exclusive to the website or only available in store. These variations allow us to offer promotions adapted to each channel and maintain a flexible shopping experience for our customers.
If you see a different price, it is not an error, it simply corresponds to the campaign currently active in that channel. You can always choose the option that suits you best at any given time.
When you place an order from a screen in store, the prices applied are those of the website. Therefore, you will benefit from the promotions of that channel and not from the promotions available in store.
