I bought 2 pairs of sandals in the sale for around £75 each and was charged a £78 import duty. Not happy as no mention of it when buying, and I buy stuff from Spain a lot. Never been charged before wh... See more
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See what reviewers are saying
Purchases Alma en Pana Brand sandals from RKS shop Marbella after my girlfriend worn them 30 mins her feet get hurt very bed, back to shop explain to issue try to return them but employees become Extr... See more
Its been nearly a month since I placed my order and I still haven't received my order in the u.k. The tracking status hasn't been updated either. I have emailed customer service also but they dont r... See more
Company replied
I’m in my 30s and I no longer wear uncomfortable shoes no matter how beautiful and expensive they are. So after reading some reviews here saying the shoes were beautiful but uncomfortable, I was super... See more
Company details
- Boot Store
- Fashion Accessories Store
- Fashion Designer
- Shoe Store
- Footwear Wholesaler
- Women's Clothing Store
About Alma en Pena
Written by the company
Calzado para que la mujer de hoy vaya cada día perfecta en cuerpo y Alma.
Nuestra marca respira frescura, pasión y, por supuesto, comodidad.
Botas, botines, sandalias, cuñas, zapatos planos y de tacón cuyos diseños son únicos y especiales.
Nueva colección! Colores de Sirena
Nuestra marca respira frescura, pasión y, por supuesto, comodidad.
Botas, botines, sandalias, cuñas, zapatos planos y de tacón cuyos diseños son únicos y especiales.
Nueva colección! Colores de Sirena
Contact info
Calle Cabo Norfeo, 1, 28290, Las Rozas de Madrid, Spain
- +34 91 732 5958
- atencioncliente@almaenpena.es
- www.almaenpena.es
2.3
Poor
547 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 90% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Bought 2 pairs from website
Bought 2 pairs from website. One of them arrived defective. Wrote several (4-5) emails to ask what return policy or if they can send spare crystal to repair them or if they want to replace the shoes. No answers whatsoever. They completely ignored me for days and I still don’t know what to do with the defective shoes. Very very bad customer service. It’s a pity because the shoes are truly beautiful.
29 August 2026
Unprompted review
Do not puchase in their online shop
Unfortunately, my experience with Alma en Pena was extremely disappointing.
I ordered a pair of shoes, but due to the delivery address not being fully captured, the package was returned to the company. What I find particularly frustrating is that the carrier had my phone number, yet instead of contacting me to clarify the address, they simply sent the package back.
I contacted Alma en Pena twice by email and received no response. I then tried calling their customer service hotline and had to call numerous times before someone finally answered.
The whole process took more than six weeks, which is simply unacceptable for a shipment within the EU, where deliveries would normally take around a week. Even worse, the package had already been back with Alma en Pena for more than two weeks, but they still had not processed my refund. It was only after I finally managed to reach someone by phone that the refund was initiated.
The lady I eventually spoke to was friendly, and I appreciate that. However, one friendly phone call does not compensate for such a frustrating and unnecessarily long process.
The shoes themselves are nice, but honestly, for this level of service and the amount of hassle involved, they are not worth it. Good products are only part of the experience — customer service matters too.
Very disappointing, and unfortunately not an experience that would make me want to order from Alma en Pena again.
26 June 2026
Unprompted review
Its been nearly a month since I placed…
Its been nearly a month since I placed my order and I still haven't received my order in the u.k. The tracking status hasn't been updated either. I have emailed customer service also but they dont respond.
20 July 2026
Unprompted review
Reply from Alma en Pena
Hello, Sana:
We’re very sorry to hear that your order is delayed and that you haven’t received a reply from our customer service team. We fully understand how frustrating this situation must be.
We’ve tried to trace your order using the name provided in your review, but unfortunately we haven’t been able to identify it. We’d like to look into your case personally and find out what has happened.
Could you please contact us by email and provide us with your order number and the email address used to make the purchase? With this information, we’ll be able to locate your order and investigate the delivery status, as well as any previous contact with our customer service team.
We apologise for the inconvenience and hope to resolve this with you.
£78 charge for import taxes and no warning when ordering
I bought 2 pairs of sandals in the sale for around £75 each and was charged a £78 import duty. Not happy as no mention of it when buying, and I buy stuff from Spain a lot. Never been charged before when ordering from Spain and why so much? Found it in the small print hidden away on a completely different page. Sent an email and no reply (as yet), so no, I don't recommend this company, unfortunately
30 July 2026
Unprompted review
Reply from Alma en Pena
Hello,
We are very sorry to hear about your experience and would like to offer our sincerest apologies for the delay in responding to your email.
We are currently handling a very high volume of inquiries, which has affected our usual response times.
We understand your disappointment regarding the import fees. We’d like to inform you that orders shipped to the United Kingdom are subject to customs procedures and any applicable duties, taxes, or processing fees set by the British authorities. These costs are the responsibility of the recipient and are clearly stated in our terms of purchase for shipments to the United Kingdom, available on our website.
We’re sorry that this information didn’t meet your expectations or wasn’t clear enough.
Thank you for taking the time to share your experience. We value all feedback from our customers, as it helps us continue to improve both our service and the information we provide.
Best regards,
The Alma en Pena Team
If I could give ZERO stars I would
If I could give ZERO stars I would! Ordered a £200 suit from this company, clearly states free shipping /postage…..Yet 2 weeks after receiving my suit I’m hit with £80 import charges!!! ABSOLUTELY CRIMINAL..DO NOT ORDER TO THE UK FROM THIS COMPANY
21 February 2026
Unprompted review
Reply from Alma en Pena
Hello Gaye,
Thank you for taking the time to share your experience.
We are very sorry to hear about the situation you encountered with the import charges and we completely understand how frustrating this must have been. Unfortunately, in this particular case our courier experienced an issue in the management of customs procedures, which prevented us from being able to assist in resolving the matter as quickly as we would normally do.
Please note that for orders shipped outside the European Union, customs duties and import taxes may be applied by the local authorities in the destination country. These charges are determined by customs and are beyond our direct control. For transparency, this information is detailed in our purchasing conditions available on our website: https://almaenpena.com/en/pages/condiciones-de-compra
We sincerely apologize for the inconvenience this situation may have caused. We are currently reviewing this issue with our logistics partners to avoid similar situations in the future and improve the experience for our international customers.
Thank you again for your feedback, as it helps us continue improving our processes.
Kind regards.
Worse quality ever shoes and on top of…
Worse quality ever shoes and on top of that, expensive
30 June 2025
Unprompted review
Reply from Alma en Pena
Hi Ailet,
We apologize for the delayed response.
Thank you very much for your feedback, as it allows us to continue improving.
We work every day to ensure that both our customer service and our products are the best they can be.
We are truly sorry that you had a bad experience. If you can provide more details about what happened to the email atencioncliente@almaenpena.es, we will be able to help you and apologize again. We will investigate the matter and provide a solution immediately. You can also always contact us at the phone number +34 91 732 5958.
We want to apologize because customer service and our products should always be at the level you deserve.
Thank you
I bought a pair of ankle strap ballet…
I bought a pair of ankle strap ballet pumps in black on March 31, 2025, and they were delivered on April 1. I started using them on April 3, and continued until April 4, when the back of the shoes started to peel. I would like to return them.
4 April 2025
Unprompted review
Reply from Alma en Pena
Hi Joyce,
We apologize for the delayed response.
Thank you very much for your feedback, as it allows us to continue improving.
We work every day to ensure that both our customer service and our products are the best they can be.
We are truly sorry that you had a bad experience. If you can provide more details about what happened to the email atencioncliente@almaenpena.es, we will be able to help you and apologize again. We will investigate the matter and provide a solution immediately. You can also always contact us at the phone number +34 91 732 5958.
We want to apologize because customer service and our products should always be at the level you deserve.
Thank you
Wasted a lot of money on my black boots
Bought a pair of black ankle boots. Beautiful. After the 10th time wearing them I had to send the left boot in for repairs as the whole heel came loose from the shoe. After the 14th time i wore the boots i had to send in the other shoe, same problem. Tonight i saw the front part of the sole is cracking RIGHT THROUGH. I CANNOT WEAR THEM ANYMORE. WHAT A COMPLETE WASTE OF A LOT OF MONEY. I FEEL SICK.
15 February 2025
Unprompted review
Reply from Alma en Pena
Hi Amanda,
We apologize for the delayed response.
Thank you very much for your feedback, as it allows us to continue improving.
We work every day to ensure that both our customer service and our products are the best they can be.
We are truly sorry that you had a bad experience. If you can provide more details about what happened to the email atencioncliente@almaenpena.es, we will be able to help you and apologize again. We will investigate the matter and provide a solution immediately. You can also always contact us at the phone number +34 91 732 5958.
We want to apologize because customer service and our products should always be at the level you deserve.
Thank you
Everything was Perfect
Everything was Perfect! The order, the delivery, the return!
Quality is very good and exceptional.
Beautiful items!
24 June 2024
la senora que atiende al call center…gracias
la senora que atiende al call center super gentil y eficiente
24 June 2024
They felt good since the first try
I’m in my 30s and I no longer wear uncomfortable shoes no matter how beautiful and expensive they are. So after reading some reviews here saying the shoes were beautiful but uncomfortable, I was super scared but decided to order a pair of sandals. My rule is “if they don’t feel good from moment 1, it’s a no”, and I have to say, as soon as I put my foot in these sandals they got me, I wore them all day to try and they were great. I got them for a wedding and I hope they don’t disappoint, but so far I love them and will definitely buy more of this brand 🙂
4 July 2024
Unprompted review
Beautiful products
24 April 2024
Great
Great, really beautiful shoes. Good quality, lasting. Great fit! I have broad feet, so sometims it is hard to find shoes that won't hurt and squeeze, but they have great fits and I can wear high heels all day long!
3 October 2023
Unprompted review
Buena gestion por whatsapp
24 August 2023
Hello
Hello! I bought the shoes and although I live in Poland which was not on the delivery list, the shoes arrived to me. In addition, I rate very good contact with the customer service office. And the shoes are beautiful : )
24 July 2023
Son perfectos
24 July 2023
Heavy to wear resulting to detach the back straps from the wedge.
Upon ordering the wedge sandals, I didn't receive any status order if it's already on its way. Normally you'll receive track and trace of your order but I didn't get any. I still have to follow up. The sandals are so pretty but quite heavy for the back straps to remain attached to the wedge. Sadly after the first usage back straps were already detached.
24 July 2023
Reply from Alma en Pena
Hello Laila,
Thank you very much for your comment because it allows us to keep improving.
Normally a tracking number is sent as soon as the order is prepared in our warehouse. We are convinced that there was some specific and exceptional problem.
If you write to atencioncliente@almaenpena.es our team will be delighted to help you either to obtain the tracking number in a future order, or to tell you what happened with the wedges.
Thank you
Greetings
Fabulous!
The shoes are simply amazing! Not only do they look absolutely fabulous but the quality is also high!
They were shipped and arrived very quickly.
Keep up the good work!
23 April 2023
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