In this guide you will be able to know everything related to delivery times, returns, shipping rates, orders, cancellations, payment methods, etc. We advise you to read this complete guide carefully before taking any action in order to know all the aspects related to purchases, payments, shipments and returns.
Shipping costs and delivery times
How can I find out the shipping costs?
We work with Amazon’s integrated logistics service to offer the best delivery times for our products at the best price. All our products are in the Amazon warehouses around the world to make the shipments as close as possible to your location, that is why the delivery times will be the same as the local shipments.
You can check the shipping prices and delivery times in the table below:
|Zone||Shipping costs||Free shipping from||Delivery time*|
|Europe**||3,99€||30€||2 a 5 días|
|Canary Island***, Balearic Islands, Ceuta and Melilla (Spain)||9,99 €||50 €||2 a 10 días|
*Delivery times: these are approximate working days, we will do our best to serve orders in the shortest possible time even less than shown in this table.
**We ship to the following European countries: Austria, Bulgaria, Belgium, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the United Kingdom.
***Shipments to the Canary Islands: are subject to the payment of import and/or local customs duties and taxes, Canary Islands General Indirect Tax (IGIC) and/or customs management fees (SAD).
Will I receive my order quickly?
Yes, many of our shipments are received between 2 and 5 working days after receiving payment. Depending on the location of our logistic partner warehouses, these delivery times may vary, but normally do not exceed more than 10 days.
How long will it take for my order to arrive?
Your order will be delivered within 2 to 5 working days, depending on the country of shipment, method of shipment and geographical location of the warehouse of origin. On some occasions, there may be a delay for reasons beyond our control (accidents, traffic, strikes…). Once the items are ready to be shipped, we will send you an email to inform you that your order has been sent with the tracking code so that you know at all times where your order is located.
Where is my order if it is delayed?
If you do not receive your order within 14 working days or more after making your payment, please contact us (please provide us with your name, email, order number and phone number) and we will resolve the problem as soon as possible.
What happens if I am not at home when my package has arrived?
The courier will go 2 or 3 times to your delivery address to deliver the package. If you are not at home at the time the package has arrived and the courier cannot leave the package with someone else in charge or somewhere safe, the courier will leave an email or phone call for you to contact the courier office so that you can pick up your package at the office nearest to your location.
What happens when my order has been returned because it could not be delivered?
We may have the package returned to us because the courier could not deliver the package to your address. In this case, we will contact you to find out if you wish to receive it at another address or proceed with the return. If the package could not be delivered within 2 weeks, it will be returned to our offices.
Why has my package been returned?
If we receive your returned package it may be for the following reasons:
- The address is incorrect.
- No one has been able to collect the package during the 2 week period.
- The package has been refused by the customer.
Is it possible to cancel an order once it has been sent to the customer?
Once your order has been sent, there is no possibility to cancel it. Once sent, orders cannot be cancelled. If you want to cancel an order before it has been shipped, we will refund your money, including shipping costs. In the event that you wish to cancel your order, it is very important that you contact us the same day you place your order through our contact form.
Why do the packages come in a box with the Amazon logo?
We work with Amazon multi-channel logistics to be able to offer a global logistics service in the shortest time possible. All our products are located in Amazon warehouses around the world, that is why our packages have the Amazon logo since they leave from their warehouses, but are not sold by them.
Methods of payment
What payment methods are accepted?
We offer you 3 methods of payment:
Payment by credit/debit card: If you choose to pay by card, the order will be processed when it has been authorized by your bank or cashier. Online payment by credit card is made through the “Secure Socket Layer” security system, which encrypts your bank details when they are transmitted over the Internet. We accept American Express, Maestro and any Visa and Mastercard registered in the Verified by Visa secure payment system.
Payment by PayPal: PayPal allows you to pay directly without communicating your financial data on the Internet. PayPal automatically encrypts confidential data with the help of the best technologies available on the market.
Payment by iDeal: A widely accepted payment method in European areas such as the Netherlands, Belgium or Germany. For our customers in central Europe we have this famous and secure online payment system.
Is it safe to use my credit card on this website?
Yes, all the purchases you make on our website are 100% safe. We devote the maximum attention to the security of payment on the Internet. Your bank details are protected and encrypted by the most advanced technology, so it is much safer to send your details to the bank’s Secure Server than to pay at a petrol station, restaurant, etc. Your bank details will be sent to our server in an encrypted form via the SSL (Secure Socket Layer) protocol and will be transmitted in a totally secure environment to our bank. We do not record these details at any time.
When I place an order, I get an error message when I pay. What is the reason for this?
Please check that your credit card number and expiry date are correct. Also, please note that we accept Visa, MasterCard, American Express and Maestro for credit card payments.
Currently banks use 2-step security methods. You will have to enter a code that the bank sends to your mobile phone in order to make the payment; if you have problems with receiving the security code from your bank, you may have to register your phone with your bank.
Other times, your bank may hold the money on your card for a period of time to ensure that you really want to make the purchase. This is especially common if you don’t make online purchases very often; if you have tried to make several purchases in a short period of time; or if your card is very new.
We recommend that you call your bank to notify them that you have tried to purchase from an online store. This way they can confirm your identity and enable its use. In any case, if the error messages come from your bank and not from our store, we recommend that you call your bank first so that they can give you more information.
Do the items already include VAT?
Yes, all item prices are shown with VAT and you will not have to pay any extra charges in the payment process.
Do I have to pay anything when I receive my order?
For customers in the European Union: NO! All costs will be indicated in your shopping cart before you complete your order and will also include shipping and other charges. Except for areas that have some additional costs, such as: Canary Islands, Ceuta, Melilla etc. (Additional costs must be paid to the local authorities).
For customers outside the European Union: The prices indicated for shipping costs do not include possible additional costs for customs and taxes, which in any case, will be paid at destination by the receiver of the goods.
How do I know that the payment has been accepted?
Once we have received your payment, we will immediately send you a confirmation email and the shipping process will begin. If any incident with the payment arises, we will contact you through the email you provided during the order process.
Returns and Refunds
For what reasons can I return an item?
If you are not satisfied with any of the products you have purchased, you may return them for a refund of the price of the returned product within 14 calendar days of delivery. Products must be returned within 14 calendar days of receipt. Products must be returned in their original box/package and cannot have been used.
Can I return items that are not the desired size? Is the return free of charge?
Only if we are the ones who made a mistake when sending the product to you, the return and replacement costs will be paid by us, on the contrary, the costs will be paid by the buyer. Remember that the returned product must be new, unused and in its original box/packaging with the original labels.
How do I know that my return has been received?
Normally the packages arrive at the warehouse in a period of 2 to 10 working days depending on the country of origin. Packages are opened in the order they arrive. We try not to have much delay but your return may be managed within 2-3 working days after receipt.
How can I replace my item with another one?
The product must be returned in its original box/package with its labels. The product cannot have been used, it must be in perfect condition and with all the documentation included.
In case of exchange, the buyer will have to pay the return costs. Once the goods have been returned to the warehouse and we check that all the above conditions are met, the return of the product will be admitted and the amount will be refunded according to the payment method used:
- If you paid by credit card, the amount will be credited to the same credit card.
- If you paid by PayPal, the amount will be credited to the same credit card.
How will I receive my refund?
Once we have received your payment, checked the status of the product and managed the return, we will proceed to reimburse you according to the payment method you have used. You will receive the money in your account in approximately 4-10 days depending on the payment method and the bank.
What can I do if I have received the wrong item?
You can return the product to us within 14 calendar days from the date of receipt. It is very important that you remember that you only have 14 calendar days to inform us by contacting us through our contact form.
What should I do if I have received a defective item?
All products offered are guaranteed for 2 years. You can return a defective product by contacting us through our contact form.
How should I prepare the package for return?
In order to return an order please make sure that it meets all the requirements:
- Be within the established period: maximum of 14 calendar days from the reception of the order.
- You have contacted our Customer Service via the contact form to communicate your decision.
- The article must be in its original packaging and perfectly packed to avoid damage during transport.
- The article must be in perfect condition and unused.
- The article must be sent with all the documentation and accessories included.
How long will it take for my return to arrive?
Normally it takes between 2 and 10 working days to arrive at the reception warehouses depending on the country of origin. We try not to have much delay but your return may be processed within 2-5 working days after receipt.
Orders and cancellations
Is it safe to place an order on this website?
All the purchases you make on our website are 100% safe. We devote maximum attention to the security of payment on the Internet. Your bank details are protected and encrypted by the most advanced technology, so it is much safer to send your details to the bank’s Secure Server than to pay at a petrol station, restaurant, etc. Your bank details will be sent to our server in an encrypted form through the SSL (Secure Socket Layer) protocol and will be transmitted in a totally secure environment to our bank. We do not record these details at any time.
How can I see what I have in my shopping cart?
To see the contents of your shopping cart, go to the top right of the website, you will see an icon in the form of a shopping cart, click on it, and you can access your cart and view all the items you have added at this time
How can I change the quantity of an item in the basket?
First you must click on the shopping cart icon at the top right of your screen. This will allow you to see all the items you have chosen and the quantities you want of each item. To change the quantity of a particular item, click on the + button next to the product name to increase the quantity of items added, and the – button to subtract. Once you have made the change, you will see that the price of the cart is updated.
Why is the sale item I added to my shopping cart yesterday no longer on offer?
Having the product in your shopping cart does not guarantee that you can buy it at a discounted price if the offer has expired. If you add a product to your shopping cart when it is on sale, the price will also change when the offer expires. We recommend that if you see an item you are interested in, you make your purchase as soon as possible.
How can I know that the order has been placed correctly?
After completing the purchase process, an order confirmation will appear on your screen with all the details of your purchase, its delivery address and the items you have chosen. Please print out your order confirmation as proof. You will also receive an order confirmation by email, which will be your proof that we have received your order (Please make sure you have entered your email address correctly so that we can send you the order confirmation).