How long will it take for my order to arrive?
The delivery time of the orders is very variable depending on the delivery method used. We try to minimize this cost for the customer and whenever possible it is done by postal service, although it is not possible to fix a delivery time due to the different performance of the postal service in each country of destination.
When the order is shipped with CUSTOMS DOCUMENT the shipment is made by courier, which reduces the delivery time, but increases the shipping cost. In this case we cannot fix a delivery time either, since is determined by the delay that the customs procedures may suffer.
Deliveries in Spain should not be delayed for more than a week, as long as we have stock of the item in our warehouse.
Once the order has been placed, it is only allowed to change the shipping address if the package has not been delivered to the transport service.
How much does shipping cost?
Shipping costs are not included in the price of the items. These will be shown in the order summary of your purchase. The costs will be calculated depending on the destination and procedures to be carried out and can be checked before making the payment. These will be shown in the order summary of your purchase. The costs will be calculated depending on the destination and procedures to be carried out and can be checked before making the payment.
What happens if I am not at the address I indicated when the courier is going to deliver the order?
After a first delivery attempt, the carrier will leave a notice for you to contact him and set a new delivery date. If the shipment has been sent by Correos, the letter carrier will leave you a notice If the package is not picked up within the deadlines set by the carrier, it will be returned to us. In case of reshipment for not having picked up the package within the deadlines, you must pay the cost of the new shipment prior to its realization.
What do I do if my order does not arrive?
You can always check the status of your shipment by sending an e-mail email@example.com .
Can I track my shipment?
Yes, when we make the shipment we send you an email with a link to track it. Not only can you track your shipment, but it is also recommended that you do so, to avoid unnecessary returns and delays.
Si no recibes el enlace o tienes dudas de si se ha enviado el pedido, puedes reclamar el enlace de seguimiento o consultar el estado del envío, remitiéndonos un correo electrónico a la dirección firstname.lastname@example.org .
What to do if I have received a flawed or wrong item?
Send us an email to email@example.com explaining the incident and if possible accompanying images of the damaged or wrong products. We will contact you to send you, at no cost to you, the items affected by the incident.
How do I return an item if I live in Spain?
We only accept returns of items with defects or items that do not conform to the description and specifications stated on the website.
To return an item that you are not satisfied with, please send us an email to firstname.lastname@example.org and we will send a courier to pick it up With this procedure the return will be free of charge. .If you decide to return it by your own means, we will not take care of the shipping cost.
Prepare your package for return using the original packaging we sent you, with the item in the same condition in which it was sent, its original labels and without having been used, along with a copy of the email we will send you communicating the date and place of collection
How do I return an item if I do not live in Spain?
We only accept returns of items with defects or items that do not conform to the specifications listed on the website.
To proceed with the return of an item with which you are not satisfied, send us an email to email@example.com and depending on the country of residence, we will consult with our courier service, the best way to proceed to its collection. If you return it following our instructions we will take care of the cost of the return. If you decide to return it by your own means, we will not be responsible for the shipping cost.
Prepare your package for return using the original packaging we sent you, with the item in the same condition in which it was sent, with its original labels and without having been used, along with a copy of the email we will send you communicating the date and place of collection.
What is the deadline for a return?
The maximum period you have to send us the return request is 14 calendar days from the date of receipt of the order. After this period we will not be able to accept the return of your order.
Do I have to pay anything for my return?
If you make the return following our instructions, the cost will be free for you. If you make the return by your own means, we will not be responsible for such costs.
How and when will I receive my refund?
Once received in our warehouse, we will check that the item is in the same condition in which it was sent, that it has not been used, that it retains its labels and its original packaging and we will proceed to refund the money by the same means in which you made the payment. The amount paid will correspond to the RRP you paid for the returned items.
Right of withdrawal EUROPEAN UNION
According to the Distance Selling Regulations, customers from the European Union have 14 calendar days, counting from the date of receipt of the order, to exercise the right of withdrawal on your order. Therefore, if you are a resident of the EUROPEAN UNION you can exercise your right of withdrawal by any kind of unequivocal statement indicating your decision to withdraw from the contract. You can do so by contacting us by e-mail firstname.lastname@example.org .
In such a case, we will proceed to refund the amount paid (including shipping and return) and collection of the order following the procedure for returns indicated above.