Frequently asked questions FAQ
Is it necessary to be registered to place an order?
No, it is no necessary.
I have a discount code, how can I redeem it?
Once you have completed the form to place an order, you will see a box where you can enter your code and we will apply the discount to the final price of your order.
What forms of payment are there on your website?
You can pay by credit card, debit card and paypal.
Will the product I receive carry the same label or presentation as in the photograph?
The photographs are periodically updated, so, occasionally, differences in the label or presentation may appear due to a recent change.
When will I receive the order?
Shipments inside peninsular Spain are made by a transport agency specialized in parcels with a guaranteed 48-hour service. Each order is supplied once the bank or PayPal has confirmed that the payment has been made and charged to the account. Orders throughout the European Union my take 3-5 days to arrive.
If I do not reside in the peninsula, how much will transportation cost me?
Shipping costs outside the peninsula are adjusted to the rate of the transport agency. If you are not a resident of the peninsula and want to make a consultation prior to your purchase, write to us at firstname.lastname@example.org indicating the destination and within 24 hours you will have an answer.
The order does not arrive and more than 48 hours have passed since I placed it, what happens?
Normally you should have received a notification to your registered e-mail with the tracking number of your order, with which you can verify the status of the order, as well as any incident detected in the shipment.
The Company cannot be held responsible for any extraordinary delay in the delivery service for reasons unrelated to it and therefore this circumstance would not be a reason for claim, although we will put at the service of our clients the means at our disposal to correct any setback caused by the selected transport services. To do this, write to email@example.com and within 24 hours you will receive a response.
I have received a different product than the one I ordered or in poor condition, what should I do?
You should not accept any delivery that has open or damaged packaging, arguing this fact to the carrier and requesting that the package be returned to the sender. In this case, write to firstname.lastname@example.org to manage the change as soon as possible.
The shipment has arrived in good condition and on time, but I want to return it.
If upon receipt of your order you are not satisfied with it, you have a period of 14 days from the date of receipt to execute your right of return. To make this return, the product must be in perfect condition and in its original packaging. Once we have received the merchandise and checked its status, we will proceed to refund the amount by the same means in which you made the payment. The shipping and collection costs, in case of return, will always be borne by the customer.
If any product was delivered without the necessary hygienic-sanitary conditions to be ingested without risk to health, the return would be accepted, provided that you notify us within 14 days of receipt, running, in this case, all expenses for Company account. The prior authorization of our customer service department at email@example.com will always be necessary.
Your promise and satisfaction guarantee, how does it work?
Write an email to firstname.lastname@example.org with a photograph of the product arguing your claim. The customer service department will contact you after 24 hours. Once the case has been validated, the product will be replaced.