Orders are safe and will reach the end customer. All of our orders are processed the same day they are handled on our website, unless the order was placed on a holiday or weekend, in which case it will be processed the next business day.
How long does shipping take?
Shipments to Spain:
Once you place your order, allow 1 business to process your orders, 2 days being a weekend period.
After that, shipments to the Spanish Peninsula will take 48 - 72 hours to the delivery address. Shipments to islands between 3 and 4 days.
It will take 3-5 business days for delivery to Europe, and 10-30 business days for international orders (depending on location).
All our shipments are insured and have a tracking number that can facilitate the delivery of your order.
What happens if I have not put the correct address?
Consider if the client does not put the correct address in the order and does not notify us minutes after the order (before the shipment and package are processed) and the package cannot be delivered due to the wrong address, there will be no option for refund and A subsequent shipment of the said package will be the responsibility of the client and buyer.
*If at the time of delivery of the order it is not possible to contact the client, we proceed to notify via mailbox, and if in 10 days the package is not collected from the notified office, it will be sent to the factory again having lost said package without the option to refund.
*In case the shipment has already been made, it will not be possible to change the delivery address since the shipments are delivered by external companies Kaizen Care and we do not have the power to change the delivery address once the order has been sent. from the warehouse, so the client is responsible for the loss of the package in the event of not having indicated the correct address, having changed homes, or similar.
If you are not satisfied with your purchase and wish to return an item, please contact us via email. firstname.lastname@example.org, indicating the order number and the reason for your return.
When can I return the product?
Keep in mind that you have a period of 30 days from the receipt of your order to make the return, after this time, your product will not be accepted for return.
If you decide to return an order, will bear the shipping costs. Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be in original packaging, including accessories, manuals, and documentation.
Returned items must be unused, in the same condition in which we sent them to you, and in their original packaging. Stains, folded cards, broken seals, or torn plastic sheets will not be accepted. If the condition of the product shipped back to us is not in acceptable condition, we reserve the right not to return or exchange it.
What do I do if the product is damaged?
In this case, please contact our customer service team via email at email@example.com to start the return process. Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the product to be returned (if applicable)
- Full shipping address
- Phone number
In some cases, you may be required to include a video or photo of the defective product as proof to refund or replace the product.
How long does this process take?
Returns may take up to 5 business days to process from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited to the returned products.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request.
How can I change or cancel an order?
We allow you to modify the data of an order or cancel it within 4 hours of the purchase. To do this, send an email to our address firstname.lastname@example.org indicating your order number and your purpose, our service will be happy to help you.