FAQs
Orders and Purchases
How do I place an order in the store?
How do I place an order in the store?
Select the products you want, add them to your cart, and follow the checkout process. Once payment is complete, you will receive a confirmation email with your order details.
Can I modify or cancel an order once it has been placed?
Can I modify or cancel an order once it has been placed?
If your order has not yet been processed or shipped, it is possible to make changes or cancellations. We recommend contacting our customer service team as soon as possible.
What payment methods do you accept?
What payment methods do you accept?
We accept secure payment methods such as credit/debit card and other payment platforms enabled in our store, guaranteeing the protection of your data.
Will I receive an invoice for my purchase?
Will I receive an invoice for my purchase?
Yes. Once the order is confirmed, you can request your invoice or receive it automatically via email, depending on the type of purchase and the information provided.
Returns and Exchanges
Can I return a product if I'm not satisfied?
Can I return a product if I'm not satisfied?
Yes. You have 14 calendar days from the receipt of the order to request a return, provided that the product is in perfect condition and unused.
How do I request a return or exchange?
How do I request a return or exchange?
You must contact our customer service, providing your order number and the reason for the return or exchange. We will inform you of the steps to follow.
Who bears the return costs?
Who bears the return costs?
Return shipping costs will be borne by the customer, except in the case of a defective product or an error in shipping on our part.
The cost is the same as the outbound shipping.
When will I receive my refund?
When will I receive my refund?
Once the product has been received and checked, the refund will be processed within approximately 2 to 5 business days, using the same payment method used for the purchase.
Shipping & Tracking
What are the delivery times?
What are the delivery times?
Our usual delivery times are 24 to 48 working hours in Spain and 48-72 hours for the Rest of Europe
Do you ship throughout Spain?
Do you ship throughout Spain?
Yes, we ship to mainland Spain. For shipments to islands or other destinations, we recommend that you consult our team beforehand.
How can I track my order?
How can I track my order?
Once the order has been shipped, you will receive an email with the tracking number, so you can check the delivery status at any time.
What happens if I'm not home at the time of delivery?
What happens if I'm not home at the time of delivery?
The shipping company will contact you to arrange a new delivery or to tell you your nearest pick-up point.
What do I do if my order arrives damaged or incomplete?
What do I do if my order arrives damaged or incomplete?
If you detect any issues, you must report them within a maximum of 48 hours from the receipt of the order so that we can resolve them quickly.
We will need a photo of the label, of the packaging in the area of the damage, and of the broken product.
