1. How can I know my order status?
You just have to access to “my orders” in your account and you will be able to know your order status at any time. If you want to consult us regarding delivery, we ask you to wait for the usual times, but if you have any doubts, you can contact us by calling 0034 660990475 or through the email firstname.lastname@example.org
2. Can I remove an item from my shopping cart?
Yes, you can remove from the shopping cart the item(s) you don’t want as long as you haven’t processed your order.
3. Can I modify my order?
Once processed you will not be able to modify your order. If you would like to modify it once it has been processed, you must contact us by calling us at 0034 660990475 or through the email address email@example.com
4. How can I be sure I have correctly placed my order?
Once you have placed your order and made the payment, we will send you a confirmation email (check the spam tray or spam if we have ended up there).
If you did not receive it, contact us by calling 0034 660990475 or through the email address firstname.lastname@example.org
5. What should I do if my card is rejected?
Don't worry, these things sometimes happen. Maybe it's for one of these reasons:
- The card could be expired. Check that your card does not exceed the validity date.
- The card may have reached the limit amount allowed to make purchases. Check with your bank that the card has not exceeded the limit amount.
- The entered data may be incorrect. Check that you have correctly entered all the required fields. If it still doesn't work, you can contact your bank to see what's going on.
6. Can I get an invoice?
sure! You just have to send us an email to email@example.com indicating the order number and the data you want it to appear. If it is for a company, you will have to include the Company's data and we will send it to you by email in the shortest possible time.
7. Can I request Tax-Free?
Tax-Free is only applicable to products that are purchased in physical stores and are transported by oneself, so we will not be able to carry out Tax-Free.
8. Is it safe to use my credit card on the website?
Yes, we only work with cards attached to CES (Secure Electronic Commerce). For payment with Visa and Mastercard, only CES (Secure Electronic Commerce) transactions will be accepted. Our systems will contact the card issuing bank so that you, as buyer, authorize the purchase. Only then, the bank will confirm the authenticity of the card and the charge will be made on it. Otherwise, the order will be cancelled. In addition, the data that has been provided to us will be processed in SSL encrypted form.
9. What is the time between the preparation of the order and the expedition?
We are a small team and we operate from a small town so it can take 1 day between the time we prepare your order and its shipment. The delivery period starts from the date of issue.
10. Is it normal that the tracking number link does not work?
Don't worry, sometimes it takes a few hours to be active. If after a day it still does not work, do not hesitate to contact us.
11. What is the refund term?
Once we have received the package, it may take up to 5 business days for it to be processed and refunded. Once the refund is made, we will notify you. Keep in mind that depending on the bank it can still take several days to see it reflected in your account:
You will receive the refund in the same payment method with which you made the purchase.
If you have made the payment through PayPal (with bank account or PayPal balance), they will be refunded to the PayPal balance. If it were by bank account, the refund could take up to 10 working days.
In case the PayPal payment is through a debit or credit card, it will be refunded on the same card. If it is debit, the payment will take between 3 and 4 days. In the case that it is a credit card, it can take up to 30 days.
12. During exchange periods, do the exchange and refund conditions change?
No, our exchange and refund conditions are not modified.
13. Does the returns are costs free?
Return costs are included for purchases over € 100 in mainland Spain and for the rest of the orders, the costs are borne by the customer, except if it is a wrong or defective product. You can contract your shipment or ask us to organize a collection. We will inform you of the price and deduct the amount of the refund. Prices depend on the weight and size of the package and are set by the transport company; They usually range between € 6 in mainland Spain.
14. What do I do if my order placed by phone or WhatsApp does not appear in my online account? What do I do if my order placed by phone or WhatsApp does not appear in my online account?
Only purchases made in the online store appear in your account.
15. I am looking for an article from a previous collection. Could be possible to find it?
If you remember the name of the item, or have a photo, we can try it. You can place the order in our Customer Service, directly by phone, e-mail or WhatsApp.
16.What do I do if I receive a wrong or defective item?
If an erroneous or with visible defects item arrives, contact us within 7 days from the order delivery, write us an email to firstname.lastname@example.org or by calling us at 0034 660990475 from 10:30 to 14:00 and from 17:00 to 20:00 We will ask you for the details of your order, photos of the tare and we will manage the collection. Once we verify the defect, you will be given the possibility of being sent back the same product if we have stock, of exchanging it for another product or of being refunded by the same payment method with which you made the purchase.
17. Your products, are they original?
Yes, all our products are 100% original. We work directly with the brand or direct distributors.
18. Do I have to pay any customs or shipping taxes?
Customs charges or taxes over which we have no control may apply in some countries. These expenses are not our responsibility and we cannot assume them, nor inform you of the amounts since they depend entirely on the countries, the type of product, the amount…. We recommend that before making your purchase, check the possible taxes or customs fees in your country.
The Canary Islands, Ceuta and Melilla have their own taxes, so the buyer will not pay VAT, but the region's tax will pass through customs