Shipping and returns conditions
Here we explain how the shipping process of the orders you place will be. And if you want to return your order you will not have any problem, here we explain how to do it.
Shipping
All our orders are sent through Sociedad Estatal Correos y Telégrafos (Correos).
Nationally, we ship to mainland Spain, Balearic Islands, Canary Islands, Ceuta and Melilla.
Internationally, we send to all the countries to which Correos usually sends.
Shipping costs
Shipping is offered free of charge to the customer, as no additional charges are applied during the purchase process. However, logistics costs are included in the final price of the product. The free shipping of our products will occur as long as the delivery is completed.
There is only one free shipping attempt per order, in the event that the package is returned for reasons beyond our organisation’s control (such as error in the address provided, failure to collect at the destination office within the established time limit or failure to submit information required by Customs, if applicable), it will be considered that:
- The order has been correctly dispatched.
- The customer has not complied with his responsibility to facilitate delivery.
If this happens and the package is returned, the customer may choose between:
- Request a new shipment, assuming in this case the actual cost of the second shipment, of which he/she will be previously informed.
- Request the cancellation of the order, in which case the amount of the product will be refunded minus the shipping costs initially borne by the company, as it has not been possible to complete the delivery.
If the order has been correctly dispatched and returned for reasons not attributable to the company, the customer will not be able to demand a new shipment free of charge or a full refund of the amount paid.
Recipient data
The recipient is responsible for the truthfulness, accuracy and updating of the data provided for the shipment, including the postal address and any additional information required for delivery. The company is not responsible for delays, returns or incidents resulting from incorrect or incomplete data provided by the recipient.
Order tracking
All our shipments are sent by Correos and include a tracking number, which is communicated to the recipient by email. The package can be tracked on the Correos website using the tracker. In case of return due to absence or incorrect address, the tracking history provided by Correos will serve as valid proof of attempted delivery.
Customs liability
Orders shipped outside the EU may be subject to customs inspections, taxes, duties or other charges imposed by the authorities of the destination country. These costs, as well as any delays resulting from customs clearance, are the sole responsibility of the recipient.
It is the customer’s responsibility to inform themselves about the customs regulations of their country and to provide the data required by the corresponding authorities for the correct reception of the order.
Returns
Returns and refunds must be requested within 30 calendar days of receipt of the order.
In order to be eligible for a refund, the products must be returned in the same condition in which they were sent. Therefore, they must be returned new, unused and complete. With their original labelling and packaging.
The first step to request a refund is to send us the following RETURN FORM duly completed.
Once we receive the form, confirmation will be sent and the interested customer can take the package to the nearest post office or to the delivery company of their choice.
Once we receive the product and check that it is in optimum condition, we will proceed to make the refund within a maximum period of 15 calendar days. The full refund will be made using the same payment method used for the original purchase and a confirmation email will be sent to the customer once the refund has been processed.
In the event that the linked card or account is no longer valid, the customer must inform us in advance and provide a valid alternative method of reimbursement. We cannot be held responsible for delays or errors if this information has not been updated in time.
We cannot make size or colour changes, so if it is necessary to exchange one item for another, we will refund the returned product in full and the interested party will be able to make a new purchase in our online shop.
Return costs
In case of voluntary return (cancellation), the return shipping costs shall be borne by the customer. We recommend using a trackable shipping method to ensure that the package is received correctly.