SHIPMENTS AND DELIVERIES

We summarize the most frequent questions asked by our clients. If you can not find answers to your questions, please contact us through the Customer Service Form.

 

When will I pay for my order?

If you choose Credit Card or Paypal as a form of payment, the amount of the order will be charged at the time of purchase and we will proceed to prepare your order. If you have chosen as a form of payment Bank transfer, we will prepare your order once we have received the payment of the order in the respective account.

If we have received the payment for the order and any of the items you have chosen are not available, we will contact you to find the best solution for you.

 

Can I check the status of my order?

When the items of your order are ready to be sent, we will send you an email to let you know that your order has been sent.

You can check the status of the order on our website in order tracking where you will find the following states:

 

Pending: Waiting to receive the payment of the order (for payment form Bank transfer).

Processing: Preparing the order.

Sent: Order delivered to the parcel company.

Delivered: Order received by the customer.

Canceled: Order canceled.

When you place your order you will receive an email confirming it. Each time your order changes status you will receive an email with notification of such change.

 

When will I recive my order?

Our shipments are delivered as follows:

Keep in mind that our products are exclusive for each order and customer, so it is not a manufactured material, but it is done when the customer places the order.

Delivery times are about 24/48 depending on the product chosen.

Shipments are by urgent parcel service, the term depends on the area to send, it can vary from 24h to 72h.

If you do not receive your order within 2 or 3 days after the expected delivery date, contact us and we will resolve the problem as soon as possible.

For any questions please contact us through the Customer Service Form where we will assist you as best as possible.

 

Where do you send articles?

Spain, Portugal and Andorra.

 

How can I know the shipping costs?

When you confirm your order, in the purchase process, you have to indicate where the order will be sent and you will be informed of the cost of the shipment.

The orders that are sent to the Canary Islands, Ceuta or Melilla are exempt from VAT but upon receiving the goods in the Post Office they will have to pay the IGIC and the Customs tax.

 

Can I change my shipping information after I have placed the order?

Once we have sent your order to the shipping address that you have provided, we can not change the shipping information.

 

What happens when my package has arrived and could not be delivered?

If you are not at home at the time of delivery of the package, the courier will leave you a notice so that you can contact the courier company and arrange another time. The courier usually contacts you first to confirm the delivery. If you can not receive the package at the address provided, please let us know your work address or that of a friend / family member.

It is possible that we have the package returned to us because the courier was unable to deliver the package to your address. In this case, we will contact you to know if you want to receive it at another address or proceed to return.

If in two weeks the package could not be delivered it will be returned to our facilities.

There are different reasons why the package has been returned:

- The address is incorrect.

- No one was able to pick up the package during the 2-week period.

- The package has been rejected by the customer.

 

Can I have a shipping address other than the billing address?

It is possible to send a package to an address other than the billing address, for example when someone wants to do business and the tax address is different. In this case, you must fill in all the required information during the purchase process.

 

Can I cancel an order when it has already been sent?

Once the order is sent, we can not cancel it. To cancel an order before it has been sent you must contact the same day with us and notify it. We will refund the full amount of your order including shipping costs.

 

What happens if there is an item out of stock?

If an item is not available because it is sold out we will contact you to find the best solution for you.

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